Assessment contacts

What is an assessment contact?
An assessment contact is a visit to a home for one or more of the following purposes:

  • to assess the home’s performance against the Accreditation Standards
  • to assist the home’s process of continuous improvement
  • monitor the home’s progress against a timetable for improvement
  • identify whether there is a need for a review audit
  • provide additional information or training about the accreditation process and requirements.

The form and frequency of assessment contacts is decided on a case-by-case basis. We consider the particular circumstances of the home and the level and frequency of monitoring required. Homes with current or past failures to meet the Accreditation Standards may be visited more frequently than those with a record of consistently high performance.

Occasionally an assessment contact may be carried out by telephone.

Assessment contact visits may be announced or unannounced. Each home receives at least one unannounced assessment contact every year.

What might we ask the home to provide before an assessment contact?
On a case-by-case basis we may request a progress report, an updated plan for continuous improvement or other information.


What happens during an assessment contact?
The scope of an assessment contact may be an assessment module, case-specific matters, or both. Case-specific matters may include evaluation of progress in addressing failure to meet the Accreditation Standards or information we have received from the Department of Health and Ageing.

Although we assess the systems of homes against the Accreditation Standards, including in relation to information received from the Department of Health and Ageing, we do not investigate specific complaints.

The visit is an opportunity for the home to demonstrate performance against  the Accreditation Standards, so it is essential that management and staff are involved.

It is the responsibility of the approved provider to demonstrate that the home meets the Accreditation Standards.


How are residents involved in an assessment contact?
The assessment team interviews residents and their representatives during an assessment contact.

Homes are encouraged to tell residents and representatives about the outcomes of an assessment contact, including information on failure to meet the Accreditation Standards and serious risk.

What happens after an assessment contact?
The assessment team writes a report following the assessment contact. This report includes information about the home’s performance against the Accreditation Standards and progress in undertaking continuous improvement. The approved provider may be invited to submit a response to the assessment contact report before the decision is made.

If the decision-maker finds that the home does not meet the Accreditation Standards, the home may be put on a timetable for improvement, or a review audit may be conducted.

Within 14 days of the assessment contact, the approved provider is informed of the arrangements for future assessment contacts and advised if a review audit will be undertaken.

If the home was previously on a timetable for improvement, and has not succeeded in meeting the Accreditation Standards by the end of the set time, we must inform the Secretary of the Department of Health and Ageing.

What information is publicly available?
Decisions and reports about assessment contacts are not publicly available. However, an update to the home’s last audit report will be published on our website if the decision results in a ‘compliance change’ – either:

  • the last information published showed that the home had failed to meet the Accreditation Standards and the home has now met all expected outcomes

or

  • the home has been on a timetable for improvement and this assessment found that it has not succeeded in meeting all the expected outcomes on time.

At the top right hand side of this page, you can access any report on a home.

Reports on Homes
Use the search to find the most recent accreditation reports on homes located at the top right hand side of this page.