The organization fosters an inclusive and respectful culture towards consumers, empowering them to make choices, maintain independence, and ensure their privacy is respected.

The organization demonstrates the following:

1(1) Each consumer is treated with dignity, respect and their identity, culture, and diversity are valued.

1(2) Care and services provided are culturally safe.

1(3) Consumers are empowered to exercise their choice and independence in making decisions about their care.

1(4) Information given to consumers is up-to-date, precise and timely, presented in a clear and understandable manner, enabling them to make choices.

1(5) Each consumer’s privacy is honored, and their personal information is kept confidential.

The organization collaboratively conducts initial and continuous assessments and planning for care and services in partnership with the consumer. The assessment and planning process aims to enhance the consumers health and well-being by aligning with their individual needs, goals and preferences.

The organization demonstrates the following:

2(1) Assessment and planning identifies and addresses the consumers current needs, goals and preferences, that inform the delivery of safe and effective care and services.

2(2) The results of the assessment and planning process are clearly communicated to the consumer and documented in a readily accessible care and services plan.

2(3) Regular reviews of care and services are conducted to assess their effectiveness. Additionally, reviews are conducted when circumstances change or incidents occur that may impact the consumer’s needs, goals or preferences.

The organization provides safe and effective personal care, clinical care, or a combination of both, aligning with the consumer’s needs, goals, and preferences to enhance their health and well-being.

The organization demonstrates the following:

3(1) Every consumer receives personalized, safe, and effective care that adheres to best practices, is tailored to their individual needs, and promotes their optimal health and well-being.

3(2) Any decline or alteration in a consumer’s health, cognitive abilities, physical function, capacity or overall condition is promptly identified and addressed.

3(3) Referrals to individuals, organizations, and providers of other care and services are made in a timely manner and are suitable for the specific needs and circumstances.

The organization offers secure and efficient services and support for daily activities that enhance the consumer’s independence, health, well-being, and overall quality of life.

The organization demonstrates the following:

4(1) Every consumer receives services and support for daily livingf that are safe and effective, tailored to their specific needs, goals and preferences. These services aim to enhance their independence, health, well-being and overall quality of life.

4(2) The services and support provided for daily living contribute to the emotional, spiritual, and psychological well-being of each consumer.

The organization maintains an adequate and competent workforce that possesses the necessary skills and qualifications to deliver safe, respectful, and high-quality care and services.

The organization demonstrates the following:

5(1) The organization strategically plans its workforce to ensure that the number and composition of staff members deployed enable the effective delivery and management of safe and high-quality care and services.

5(2) The workforce is skilled and capable, with members possessing the necessary qualifications and knowledge to effectively carry out their respective roles.

5(3) The workforce is recruited, tailored, equipped, and supported to meet the standards’ required outcomes.

5(4) The performance of each workforce member is regularly assessed, monitored, and reviewed.

The organization’s governing body holds responsibility and accountability for delivering safe and high-quality care and services.

The organization demonstrates the following:

6(1) The governing body of the organization fosters a culture that emphasizes safe, inclusive, and high-quality care and services, assuming accountability for their delivery.

6(2) The organization has comprehensive governance systems in place that encompass:

Managing information effectively.
Driving continuous improvement.
Ensuring financial governance.
Establishing workforce governance, including defining clear responsibilities and accountabilities.
Upholding regulatory compliance.
Managing feedback and complaints.

The organization consistently seeks input and feedback from consumers, carers, the workforce, and other stakeholders. This valuable input and feedback are then utilized to drive continuous improvements.

The organization demonstrates the following:

7(1) Consumers, along with their family, friends, carers, and others, are actively encouraged and provided support to provide feedback and lodge complaints.

7(2) Prompt and suitable actions are undertaken in response to complaints, and an open disclosure process is followed in the event of any errors of mistakes.

7(3) Feedback and complaints are thoroughly reviewed and utilized to enhance the quality of care and services provided.