Transcript HACC National Service Standards

HACC National Service Standards
Educational Manual
Purpose of the Educational Manual
The purpose of the educational manual is to
assist HACC Service Providers to develop the
systems and processes required to meet three of
the HACC National Service Standards, namely:
Objective 5 - Privacy, confidentiality and access
to personal information
Objective 6 - Complaints and disputes
Objective 7 - Advocacy
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Page Number 2
Today’s session
This presentation has been developed to
introduce HACC agencies to the
Educational Manual and to assist them in
using the manual.
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Educational manual
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The manual includes an Introduction and
five Modules
Designed to be used across Australia
Does not include actual examples of
policies and procedures – diversity of HACC
agencies
Agencies have the choice to use whichever
Modules they require
Page Numbers 1- 5
Educational manual
‘Hints’ appear throughout the Modules – these
give definitions or refer the reader to other useful
information
Also included are the following appendices:
A. The National Privacy Principles
B. Self Assessment Checklist for each HACC
Standard
C. Example of a Action Plan Pro Forma
D. Example of Access to Information pamphlet
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Today's program
Module 1 – HACC National Service Standards
Module 2 – What is Quality?
Module 3 – Objective 5: Privacy, confidentiality
and access to personal information
Module 4 – Objective 6: Complaints and
disputes
Module 5 – Objective 7: Advocacy
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Practical Exercise
Module 1
HACC National Service Standards
1.
2.
3.
4.
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Access to services
Information and consultation
Efficient and effective management
Coordinated, planned and reliable service
delivery
5. Privacy, confidentiality and access to
personal information
6. Complaints and disputes
7. Advocacy
Page Numbers 6 - 11
Module 1
National Service Standards Instrument
Seven Objectives
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27 Service Standards
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25 Performance Questions
Also
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Minimum criteria
Further requirements
Special considerations
Replying to the performance questions
Scoring system
Page Numbers 6, 7
Module 1
HACC National Service Standards
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All State/Territories are required to include in
their contracts with HACC service providers
that service providers will meet the HACC
National Service Standards
All HACC service providers are to be
assessed against the Standards
Second round of assessments agreed to by
HACC Officials
Page Number 11
Module 2 - Quality systems and
continuous improvement
What is quality?
Quality is meeting customer requirements and
expectations.
Customers include:
– Consumers
– Carers/families
– Funding bodies
– The Community
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Module 2 - Quality systems and
continuous improvement
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Quality management refers to what the
organisation does to ensure that its services
satisfy the customer's requirements and
comply with any regulations applicable to
those services.
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Quality Improvement is an integrated,
dynamic process of continually striving for
improvement, focussing on customers,
processes and outcomes.
Page Numbers 12, 13
Module 2 - Quality systems and
continuous improvement
Quality Improvement
PLAN
ACT
DO
PLAN
 Identify what you wish to achieve or change
CHECK
 Plan an approach to achieve your goal or make your change
PLAN
DO
ACT
DO
CHECK
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CHECK
 Evaluate the impact of the trial / change (measure)
 Was the trial/change effective? - Did you achieve your
goal?
ACT
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Conduct a trial / implement the approach
Monitor the impact throughout the trial or implementation
phase
Integrate the change into the system / work practices.
Page Number 13
Module 2 - Quality systems and
continuous improvement
Quality Processes:
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Policies
Procedures
Work instructions
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Module 2 - Quality systems and
continuous improvement
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How to Develop Policies/Procedures/Work
instructions:
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Format and content
Document control
Implement and Monitor
Responsibility for policies and procedures
Page Numbers 14 - 19
Module 3 - Privacy, Confidentiality and
Access to Personal Information
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The Objective
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Service standards
Performance Questions
Minimum requirements
Further requirements
Background
What your organisation needs to do
Summary
Page Number 20
Module 3 - Privacy, Confidentiality and
Access to Personal Information
In order to address the requirements of this
National Service Standard Objective the service provider firstly has a
responsibility to understand the legislation
that is relevant to their own organisation.
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Page Number 21
Module 3 - Privacy, Confidentiality and
Access to Personal Information
Relevant legislation may include, but are not limited to:
 Commonwealth Privacy Act 1988
 Commonwealth Freedom of Information Act 1982
 State/Territory Freedom of Information Act or
equivalent
 State/Territory Information/Privacy Act or equivalent
(if applicable)
 State/Territory Health Records Act (if applicable)
 State/Territory Guardianship Act or equivalent.
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Module 3 - Privacy, Confidentiality and
Access to Personal Information
National Privacy Principles:
1.
2.
3.
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5.
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8.
9.
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10.
Collection
Use and disclosure
Data quality
Data security
Openness
Access and correction
Identifiers
Anonymity
Transborder data flows
Sensitive Information
Page Numbers 22, 23
Module 3 - Privacy, Confidentiality and
Access to Personal Information
Key steps
1.
2.
3.
4.
5.
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Review
Privacy Officer (if applicable)
Policy, procedure and forms
Staff and volunteer orientation and
training
Client information - Request to Access
Page Number 24
Module 3 - Privacy, Confidentiality and
Access to Personal Information
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2.
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Review:
Legislation
Standards
Current processes – use checklist
Privacy Officer:
Who is responsible?
Is it documented?
Page Numbers 24 - 25
Module 3 - Privacy, Confidentiality and
Access to Personal Information
Development of Policies, procedures
and forms
Develop:
 Policies
 Procedures and/or work instructions –
take into account workforce
 Forms required by
policies/procedures/work instructions
3.
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Page Numbers 25 - 27
Module 3 - Privacy, Confidentiality and
Access to Personal Information
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4.
Staff and volunteer orientation and training
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Review your current orientation and training
program – does it include the information on
the checklist?
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Develop methods to train staff – this could
involve providing staff with written information
and definitions
Page Numbers 28 - 30
Module 3 - Privacy, Confidentiality and
Access to Personal Information
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5.
Client information
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Review your client information pack –
does it include the requirements in the
checklist?
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Is it available in appropriate languages
or formats?
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Module 4
Complaints and Disputes
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The Objective
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Service standards
Performance Questions
Minimum requirements
Further requirements
Background
What your organisation needs to do
Summary
Page Numbers 33, 34
Module 4
Complaints and Disputes - Background
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A complaints process is an important
element of any quality system.
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By critically reviewing complaints, an
organisation can identify patterns or
gaps in service delivery.
Page Numbers 34 - 36
Module 4
Complaints and Disputes - Background
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Organisations are committed to resolving
complaints when:
 complaints are not regarded as a nuisance or
waste of time
 there is a willingness by management and staff
to listen to and resolve complaints
 complaints are viewed as positive - they provide
important information that can be used to
improve service quality
Page Number 35
Module 4
Complaints and Disputes - Background
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Organisations are committed to resolving
complaints when:
 all staff are committed to the right of the client to
complain if they feel unhappy or dissatisfied
 organisations welcome and encourage complaints
by making it easy for clients to complain
 organisations are prepared and willing to act on
complaints
 all complaints are treated seriously
Page Number 35
Module 4
Complaints and Disputes - Background
Complaints may be received in a variety of
ways:
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formal / informal
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written / verbal
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calm / abusive.
Page Number 35
Module 4
Complaints and Disputes
Key Steps
1. Review
2. Complaints Officer (if applicable)
3. Policy, procedure and forms
4. Staff and volunteer orientation and
training
5. Client information
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Module 4
Complaints and Disputes
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2.
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Review:
Legislation
Standards
Current processes – use checklist
Complaints Officer:
Who is responsible?
Is it documented?
Page Numbers 36, 37
Module 4
Complaints and Disputes
3.
Development of Policies, procedures
and forms
Develop:
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Policies
Procedures and/or work instructions –
take into account workforce
Forms required by
policies/procedures/work instructions
Page Numbers 37 - 40
Module 4
Complaints and Disputes
4.
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Staff and volunteer orientation and
training
Review your current orientation and training
program – does it include the information on
the checklist?
Develop method to train staff – could
involve providing staff with written
information and definitions
Page Numbers 41, 42
Module 4
Complaints and Disputes
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5.
Client information
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Review your client information pack – does
it include the requirements in the checklist?
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Is it available in appropriate languages and
formats?
Page Number 43
Module 5
Advocacy
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The Objective
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Service standards
Performance Questions
Minimum requirements
Further requirements
Background
What your organisation needs to do?
Summary
Page Number 44
Module 5
Advocacy - Background
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Advocacy - “an act of pleading for, supporting
or recommending; active espousal”
An Advocate - “one who defends, vindicates,
or espouses a cause by argument; an
upholder; a defender”
(to) Advocate - “to plead in favour of; support
or urge by argument”
Page Number 44
Module 5
Advocacy - Background
The role of an advocate is to ‘stand beside or
behind’ a client and to support them in
decision making and ensuring that their rights
are respected.
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Module 5
Advocacy - Background
Client
Advocate
HACC Worker
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Page Number 45
Module 5
Advocacy
Key Steps
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5.
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Review
Policy, procedure and forms
Staff and volunteer orientation and
training
Client information
Links to advocacy services
Page Number 46
Module 5
Advocacy
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1.
Review:
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Standards
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Current processes – use checklist
Page Numbers 46, 47
Module 5
Advocacy
2.
Development of Policies, procedures
and forms
Develop:
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Policies
Procedures and/or work instructions –
take into account workforce
Forms required by
policies/procedures/work instructions
Page Numbers 47, 48
Module 5
Advocacy
3.
Staff and volunteer orientation and
training

Review your current orientation and training
program – does it include the information on
the checklist?
Develop method to train staff – could
involve providing staff with written
information and definitions
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Page Numbers 48, 49
Module 5
Advocacy
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4.
Client information
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Review your client information pack – does
it include the requirements in the checklist?
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Is it available in appropriate languages and
formats?
Page Number 49
Module 5
Advocacy
5.
Links to Advocacy Services
Agencies need to have contact details for local
advocacy groups available for clients.
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Page Numbers 49, 50
Practical Exercise
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Using examples of policies and procedures
and other material from your organisation work through self assessment checklist
Using educational manual as a prompt develop an action plan to address any areas
not already covered in your material