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New client focus for Australian Aged Care Quality Standards

Aged & Community Services Australia policy officer Heather Engelhardt used her presentation at this week’s ACSA conference to outline recent changes implemented by the quality agency.

The focus, she said, was not about systems and processes but is now on individuals and client-based outcomes.

The concept of consumer outcomes isn’t new, she said, as it starts with asking the client or resident about their experiences and what the changes will bring.

“Twenty four out of the 44 outcomes are centred around care results for recipients, which means those particular outcomes are outcomes for consumers,” Engelhardt said.

“The difference is now the entire framework has outcomes for consumers, not polices and processes. It’s expected that your process and procedures will be there to support the consumer outcomes,” she said.

“They’re now not coming into the offices and looking at the evidence folders, they start by asking clients and residents about their experiences and they build from there,” she said

Engelhardt said these concepts were expected from the industry, as the cohort needed to think about the trends that have been developing and what change that will create in a provider’s current service delivery.

She said there are also changes in the way risk is being managed. For example, standard three (covering clinical care and how a provider responds to and mitigates risk) has been rewritten.

“They expect you to know which residents have had those incidents, how many, what trends there might be and what you’ve done about that,” she said.

Engelhardt said four sets of standards will be replaced, with eight new standards coming in.


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  1. Your article is incorrect as it should not refer to ACSA (Aged and Community Services Australia) standards.
    The presentation by Heather Englehardt refers to the new Australian Aged Care Quality Standards (AACQS) recently introduced by the Australian Government and taking effect from July 2019.

  2. I notice a focus on clinical risk, could you highlight risks associated with hotel services?
    Many Thanks