Getting it right - our quality assurance

We have robust quality assurance processes to ensure that aged care consumers - residents and their relatives and friends - can have confidence in our performance as the accreditation body. We recognise that our effectiveness is underpinned by the accuracy of our assessment processes and the quality of our accreditation decisions.

Our quality management system is certified to ISO standard 9001:2008 and our assessor training and management program has been accredited as world's best practice by the International Society for Quality in health care (ISQua).

Recruitment and selection
Our quality assurance begins with a rigorous recruitment selection and training process. Our aged care quality assessors must have at least four years full time experience in a management position, or be a registered nurse and have a minimum two years experience in the implementation or operation of quality management systems. Click here to learn more about becoming an assessor.

Many of our assessors have post graduate qualifications.

Initial and ongoing training
We achieved ISQua accreditation of its assessor training and management program until December 2011. This was a world first for an accrediting body and confirmed that initial and ongoing assessor training is at world's best practice.

Assessors are required to undertake ongoing professional development. The Assessor Development Program (ADP) is a structured professional development program designed to ensure a nationally consistent approach to assessment and contemporary assessment practice. Click here to learn more about ADP.

Observers on visits
Senior Accreditation Agency personnel are assigned as observers on visits to evaluate the effectiveness of their assessment practice. Click here to learn more about observers on visits.

Reports and decisions
Accreditation decisions and audit reports are reviewed to evaluate their conformance with Accreditation Agency standards.

The Accreditation Agency conducts regular reviews of best practice and professional guidelines, legislation, and accreditation schemes from around the world. This information has been used to improve processes and documents including assessor manuals such as the Results and processes guide and the Assessor handbook and to inform projects aimed at improving our processes.