Response 702935406

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Introduction

2. Are you answering on behalf of an organisation? If so, please provide your organisation's name.

Please select one item
Ticked Yes
No
Organisation
Carers NSW

3. Do you give consent for your submission to be published in whole or in part?

Please select one item
(Required)
Ticked Yes
No

More detail about you

4. What role best describes you? Please select all that apply.

Please select all that apply
Aged care consumer, including family and/or carer
Aged care service provider
Aged care worker/professional
Aged care advocate
Peak body - consumer
Peak body - provider
Ticked Peak body - professional
Other - please specify below

5. Do you identify with any special needs groups, or, does your organisation provide support or services to any special needs groups? Please select all that apply.

Please select all that apply
Ticked People from Aboriginal and/or Torres Strait Islander communities
Ticked People from culturally and linguistically diverse (CALD) backgrounds
Ticked People who live in rural or remote areas
Ticked People who are financially or socially disadvantaged
People who are veterans of the Australian Defence Force or an allied defence force including the spouse, widow or widower of a veteran
People who are homeless, or at risk of becoming homeless
People who are care leavers (which includes Forgotten Australians, Former Child Migrants and Stolen Generations)
Parents separated from their children by forced adoption or removal
Ticked People from lesbian, gay, bisexual, trans/transgender and intersex (LGBTI) communities.

6. Where do you live, or, where does your organisation operate? Please select all that apply.

Please select all that apply
Ticked NSW
VIC
QLD
WA
SA
TAS
ACT
NT

7. What is your location, or, the location where your organisation operates. Please select all that apply.

Please select all that apply
Ticked Metropolitan
Ticked Regional
Rural/Remote

General questions about the draft standards

10. Do the consumer outcomes in the draft standards reflect the matters that are most important to consumers?

Text box for suggestions about improving consumer outcomes
N/A. No comment.

11. Are the organisation statements and requirements in the draft standards achievable for providers?

Suggestions - are organisational statements and requirements achievable
N/A. No comment.

12. Are the draft standards measurable?

Please select one item
Yes, always
Yes, mostly
Ticked Yes, sometimes
No
Don't know
Text box - suggestions are draft standards measurable
Standards relating to consumer satisfaction and choice will rely on consumer and carer feedback to be accurately measured and assessed. This will require an increased number of carer stakeholders interviewed during site audits and transparent service complaints processes. Standard 7.1. An organisation must demonstrate a ‘sufficient workforce’; however in NSW there are no staff ratio guidelines or specified benchmarks to determine what is sufficient.

13. Are there any gaps in the draft standards? If so, what are they?

Please select one item
Ticked Yes
No
Text Box for gaps in draft standards
A charter of rights and responsibilities for carers would be a valuable tool to ensure service providers and carers are aware of their rights and responsibilities when accessing care on behalf of another person.

14. Is the wording and the intent of the draft standards clear?

Please select one item
Yes, always
Ticked Yes, mostly
Yes, sometimes
No
Don't know
Text box for suggestions about how wording and intent could be improved
The terms ‘sufficient workforce’ and ‘relevant others’ need to be defined.

15. Are any draft standards or requirements NOT relevant to the following services? If so, please provide details below.

Text box reason why stanard is not relevant
No comment

Specific suggestions about each draft standard

16. Do you have any specific suggestions in relation to draft Standard 1: Consumer dignity, autonomy and choice? If so, what are they?

Text box Standard 1 Consumer dignity, autonomy and choice
No comment.

17. Do you have any specific suggestions in relation to draft Standard 2: Ongoing assessment and planning with consumers? If so, what are they?

Text box suggestions in relation to draft Standard 2: Ongoing assessment and planning with consumers
We commend the explicit mention of carers as partners in the assessment and planning of care and services (Requirement 2.1). This demonstrates a strong commitment to statement 7 of the Statement of Australia’s Carers, Schedule 1 of the Commonwealth Carer Recognition Act 2010: “7. Carers should be considered as partners with other care providers in the provision of care, acknowledging the unique knowledge and experience of carers.”

18. Do you have any specific suggestions in relation to draft Standard 3: Delivering personal care and/or clinical care? If so, what are they?

Text box suggestions in relation to draft Standard 3: Delivering personal care and/or clinical care
‘Relevant others’ referred to in 3.6 and elsewhere in the Draft Single Aged Care Quality Standards are not clearly defined. We can assume that this refers to other service providers and should include family, carers and representatives, however, if so, this should be explicitly stated, either here or elsewhere in the document. It is important that carers have access to, and are regularly provided with, information that is relevant to their caring role. This is generally supported in requirement 3.6 “Critical information about a consumer’s condition… is communicated with… relevant others where responsibility for care is shared and care is coordinated”, assuming ‘relevant others’ also refers to carers. Under this requirement carers of residents in aged care facilities may not be recognised as having shared ‘responsibility for care’, however carers and representatives should expect to be informed of incidents or changes to the health and care needs of the person in care, and this should be clarified in the standards.

19. Do you have any specific suggestions in relation to draft Standard 4: Delivering lifestyle services and supports? If so, what are they?

Text box suggestions in relation to draft Standard 4: Delivering lifestyle services and supports
No comment.

20. Do you have any specific suggestions in relation to draft Standard 5: Service environment? If so, what are they?

Text box - specific suggestions in relation to draft Standard 5: Service environment
Standard 5 should also extend to the interior of community transport vehicles.

21. Do you have any specific suggestions in relation to draft Standard 6: Feedback and complaints? If so, what are they?

Text box suggestions in relation to draft Standard 6: Feedback and complaints
No comment.

22. Do you have any specific suggestions in relation to draft Standard 7: Human resources? If so, what are they?

Text box suggestions in relation to draft Standard 7: Human resources
‘Sufficient workforce’ is not measurable if not specified. Guidelines around staff ratios and appropriate skills mix could provide a measurable benchmark for auditors and service providers.

23. Do you have any specific suggestions in relation to draft Standard 8: Organisational governance? If so, what are they?

Text box - suggestions in relation to draft Standard 8: Organisational governance
No comment.

Other Comments

24. Do you have any other comments or suggestions about the draft standards?

Text box - any other comments or suggestions
We commend the proposed definition of ‘consumer’ which acknowledges that carers can be consumers and decision makers in their own right. However, caution should be taken when proposing which standards may not apply to carers. In particular, the following example should be removed from the definition of ‘consumer’ in the final draft – “In some cases, the nature of the standard means that the word ‘consumer’ can only refer to the person receiving the care-for example, under Standard 1, ‘Each consumer is treated with dignity and respect’.” This example suggests that treating carers with dignity and respect is not a requirement. This would contradict statement 8 of the Statement for Australia’s Carers. “8. Carers should be treated with dignity and respect.” It is encouraging to see that the proposed single aged care quality framework will be more comprehensive and demonstrate a greater commitment to the inclusion of carers than the current standards. However a single quality framework could generate some ambiguity over which standards apply in various services. Auditors, service providers and the Aged Care Quality Agency will require clear and transparent guidelines to ensure they are aware of which standards apply in which contexts.