Quality Review Report
Community Care Common Standards
(CCCS) for HACC services provided by
Central Gippsland Health Service
Community Care Common Standards Quality Review Report
SAMS ID: 11269
Standard
Outcome
Standard 1
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
2.1
2.2
2.3
2.4
2.5
3.1
3.2
3.3
3.4
3.5
Standard 2
Standard 3
Not Met
(please mark below
with a X to indicate if
Not Met)
Met
(please mark below
with a X to indicate if
Met)
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Service outlet name and ID number(s): Central Gippsland Health Service 11269:
HACC FUNDED PROGRAMS.
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Allied Health
Assessment
Delivered Meals
Domestic Assistance
Nursing
Personal Care
Planned Activity Group (Core)
Planned Activity Group (High)
Property Maintenance
Respite
Service System Resourcing
Volunteer Coordination
Date(s) of review:
22/10/2013 – 24/10/2013.
Quality reviewer(s): Ms R Snodgrass
General Overview of Service Performance
A quality review against the Community Care Common Standards was conducted by ACHS
on behalf of the Victorian Department of Health (DH) on 22/10/2013 – 24/10/2013, at Central
Gippsland Health Service. This report relates to the review of the Central Gippsland Health
Service HACC funded services.
Community Care Common Standards Quality Review Report
SAMS ID: 11269
Central Gippsland Health Service HACC funded services are comprehensive across the
community and are well organised and managed.
A restructure had occurred in the previous year allowing for greater supervision of care staff
in the home.
All clients receive an information package when accepted into the service that explains their
consumer rights, gives information about the service, explains the role of the consumer
advocate and informs as to how they can make a complaint.
The intake of clients and their assessment by intake staff to insure appropriate treatment by
the appropriate clinical staff is a key part of the service. Review of clients takes place
regularly and treatment is changed according to need. Registered nurses are used for
nursing related skills and overseeing the personal care assistants and the domestic
assistants. Emphasis has been placed on training of personal care assistants and enhancing
their skills education courses both externally and through inservice.
Two planned activity groups are in place for high and low care clients. These groups are
supported by activities and entertainment groups. It was evident to the surveyor that the
organisation of these groups was of the highest calibre and provided a form of stimulus to
the clients.
Respite care was available to assist carers and delivered meals occurred for clients in their
homes Monday to Friday with suitable meals left for the weekend where required. Volunteers
were involved with this activity as well as other volunteer services eg driving clients to
appointments.
Allied Health Services provided a wide spectrum of services in the community and through
clinics and included all disciplines of allied health professionals. It was evident that the level
of treatment was of a very high standard. The services were integrated for the client where
required at intake.
Property maintenance was included in HACC funding along with the resourcing of services
for support systems. This was managed well.
The Service User Survey was sent to 91 HACC clients and there was a acceptable return
rate of 41%. The survey highlighted no areas of concern. Many positive comments were
received such as:
 They have done a wonderful job. The service was good, the ladies were very polite
and helpful. Thank you very much.
 I greatly appreciate the service I receive, also the friendship of staff and their
concern for my life style now.
The criteria in each standard were all MET with no recommendations of programs were and
no suggestions by the surveyor for improvement opportunities. All programs were well
advanced in their implementation and evaluation, changes were made as required and
evidence of improvement to services was available to the surveyor.
Community Care Common Standards Quality Review Report
SAMS ID: 11269
COMMUNITY CARE COMMON STANDARDS | QUALITY REVIEW
REPORT
Summary of Improvements
Standard 1 – Effective Management
The service provider demonstrates effective management processes based on a continuous
improvement approach to service management, planning and delivery.
Expected Outcome
1.1 Corporate Governance
The service provider has implemented
corporate governance processes that
are accountable to stakeholders.
1.2. Regulatory Compliance
The service provider has systems in place
to identify and ensure compliance with
funded program guidelines, relevant
legislation, regulatory requirements and
professional standards.
1.2 Information Management
Systems
Required improvements (RIs) / Improvement opportunities
(IOs)
RI:
IO:
RI:
IO:
RI:
IO:
The service provider has effective
information management systems in place.
1.3 Community Understanding and
Engagement
The service provider understands and
engages with the community in which it
operates, and reflects this in service
planning and development.
1.4 Continuous Improvement
The service provider actively pursues and
demonstrates continuous improvement in
all aspects of service management and
delivery.
1.5 Risk Management
The service provider is actively working to
identify and address potential risk, to
ensure the safety of service users, staff
and the organisation.
1.7 Human Resource Management
The service provider manages human
resources to ensure that adequate
numbers of appropriately skilled and
trained staff/volunteers are available for the
safe delivery of care and services to
service users.
1.8 Physical Resources The service
provider manages physical resources to
ensure the safe delivery of care and
services to service users and organisation
personnel.
RI:
IO:
RI:
IO:
RI:
IO:
RI:
IO:
RI:
IO:
Community Care Common Standards Quality Review Report
SAMS ID: 11269
COMMUNITY CARE COMMON STANDARDS | QUALITY REVIEW
REPORT
Standard 2 – Appropriate Access and Service Delivery
Each service user (and prospective service user) has access to services and service users
receive appropriate services that are planned, delivered and evaluated in partnership with
themselves and/or their representative.
Expected Outcome
Required improvements (RIs) / Improvement
opportunities (IOs)
2.1 Service Access
RI:
Each service user’s access to services is based on
consultation with the service user (and/or their
representative), equity, consideration of available
resources and program eligibility.
IO:
.
2.2 Assessment
Each service user participates in an assessment
appropriate to the complexity of their needs and with
consideration to their cultural and linguistic diversity.
2.3 Care Plan Development and Delivery
Each service user and/or their representative,
participates in the development of a care/service
plan that is based on assessed needs and is
provided with the care and/or services described in
their plan..
2.4 Service User Reassessment
Each service user’s needs are monitored and
regularly reassessed taking into account any
relevant program guidelines and in accordance with
the complexity of the service user’s needs. Each
service user’s care/service plans are reviewed in
consultation with them.
2.5 Service User Referral
The service provider refers service users (and/or
their representative) to other providers as
appropriate.
RI:
IO:
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IO:
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Community Care Common Standards Quality Review Report
SAMS ID: 11269
COMMUNITY CARE COMMON STANDARDS | QUALITY REVIEW
REPORT
Standard 3 – Service User Rights and Responsibilities
Each service user (and/or their representative) is provided with information to assist them to
make service choices and has the right (and responsibility) to be consulted and respected.
Service users (and/or their representative) have access to complaints and advocacy
information and processes and their privacy and confidentiality and right to independence is
respected.
Expected Outcome
Required improvements (RIs) / Improvement opportunities
(IOs)
3.1 Information Provision
RI:
Each service user, or prospective
service user, is provided with
information (initially and on an
ongoing basis) in a format
appropriate to their needs to assist
them to make service choices and
gain an understanding of the
services available to them and their
rights and responsibilities.
3.2 Privacy and Confidentiality
Each service user’s right to privacy,
dignity and confidentiality is
respected including the collection,
use and disclosure of personal
information.
3.3 Complaints and Service User
Feedback Complaints and service
user feedback are dealt with fairly,
promptly, confidentially and without
retribution.
3.4 Advocacy Each service user’s
(and/or their representative’s) choice
of advocate is respected by the
service provider and the service
provider will, if required, assist the
service user (and/or their
representative) to access and
advocate.
3.5 Independence The
independence of service users is
supported, fostered and
encouraged.
IO:
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Community Care Common Standards Quality Review Report
SAMS ID: 11269