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About Support Contacts
- About support contact?
- How often do support contacts occur?
- What must the home provide before a support contact?
- What is a support contact?
- What is a desk support contact?
- How are the support contact findings recorded?
- What decisions can be made after a support contact?
- What is published?
| About support contact? |
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As part of its supervision and monitoring role the Agency carries out support contacts, taking into consideration the individual circumstances of each home. They are an important element in the Agency’s ongoing monitoring of standards of care provided in homes. Support contacts are conducted by registered aged care quality assessors. Support contacts are conducted for the purposes of:
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| How often do support contacts occur? |
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The form and frequency of support contacts is decided at the time of the accreditation decision. The Agency can vary the arrangements for support contacts at any time during the period of accreditation. The provider will be notified in writing of support contact arrangements and any variations. Homes are visited at least once each year but some homes are visited more frequently where they require a higher level of monitoring and assistance with continuous improvement. |
| What must the home provide before a support contact? |
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On a case by case basis the Agency may identify the need for a progress report, an updated Plan for continuous improvement or other information to be provided by the home. In providing a progress report, the provider will be asked to assess and comment on progress on any improvement plan in place. |
| What is a support contact? |
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A support contact visit will usually be held over three to four hours but may take as little as two hours or up to two days. The time required depends on the circumstances in the home. Homes may also request an education session (known as QUEST) to accompany a support contact. The Agency will send the provider a letter advising about the date and time for the site visit. If a QUEST education session is being delivered in conjunction with the support contact the arrangements will also be included in the letter. On arrival at the home, there will be a brief, ten minute entry meeting to discuss the plan for the support visit, arrange the exit meeting and confirm availability of relevant staff and residents. Assessors carry photographic identification and a letter of authority which must be shown if requested. The assessment team will review the home’s progress against the Plan for continuous improvement and monitor its performance in relation to the Accreditation Standards. As in a site audit, assessors observe activities and practices in the home, and talk to residents, management and staff. It is important that the management and staff demonstrate the home’s progress and achievements and that all relevant information, documentation and personnel are available. |
| What is a desk support contact? |
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An assessor reviews the home’s Plan for continuous improvement and any progress report and then makes contact with the provider or a nominated key staff member. The desk support contact will take the form of a teleconference lasting for about one to two hours, during which the quality assessor will discuss the home’s progress in relation to its Plan for continuous improvement or other issues to assist the home improve its compliance with the Accreditation Standards. |
| How are the support contact findings recorded? |
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A Support contact record is written by the assessment team and given to the Agency following every support contact. The record includes information about the home’s performance against the Accreditation Standards and progress in undertaking continuous improvement. The provider will be sent a copy of the Support contact record and a letter outlining arrangements for future support contacts. The Support contact record is not published. It is sent to the provider and in some cases to the Department of Health and Ageing. |
| What decisions can be made after a support contact? |
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Once the assessment team submits its Support contact record to the Agency, an authorised decision maker considers it and decides whether or not the home is complying with its obligations, and whether to confirm or vary the planned support contacts. The provider is informed in writing of the Agency’s decisions. If non-compliance with the Accreditation Standards is found, the Agency must:
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| What is published? |
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The Agency does not publish the Support contact record but if there is a change in compliance, either non-compliance is resolved or the home fails to rectify non-compliance within a timetable for improvement, the Agency will publish a revised matrix showing the latest findings on its website. Click here to view current reports. |
