1.1

Administration

General operation of the residential care service, including documentation relating to care recipients.

1.2

Maintenance of buildings and grounds

Adequately maintained buildings and grounds.

1.3

Accommodation

Utilities such as electricity and water.

1.4

Furnishings

Bedside lockers, chairs with arms, containers for personal laundry, dining, lounge and recreational furnishings, draw‑screens (for shared rooms), wardrobe space and towel rails.

Excludes furnishings a care recipient chooses to provide.

1.5

Bedding

Beds and mattresses, bed linen, blankets, and absorbent or waterproof sheeting.

1.6

Cleaning services, goods and facilities

Cleanliness and tidiness of the entire residential care service.

Excludes a care recipient’s personal area if the care recipient chooses and is able to maintain this himself or herself.

1.7

Waste disposal

Safe disposal of organic and inorganic waste material.

1.8

General laundry

Heavy laundry facilities and services, and personal laundry services, including laundering of clothing that can be machine washed.

Excludes cleaning of clothing requiring dry cleaning or another special cleaning process, and personal laundry if a care recipient chooses and is able to do this himself or herself.

1.9

Toiletry goods

Bath towels, face washers, soap, toilet paper, tissues, toothpaste, toothbrushes, denture cleaning preparations, mouthwashes, moisturiser, shampoo, conditioner, shaving cream, disposable razors and deodorant.

1.10

Meals and refreshments

(a) Meals of adequate variety, quality and quantity for each care recipient, served each day at times generally acceptable to both care recipients and management, and generally consisting of 3 meals per day plus morning tea, afternoon tea and supper;

(b) Special dietary requirements, having regard to either medical need or religious or cultural observance;

(c) Food, including fruit of adequate variety, quality and quantity, and non‑alcoholic beverages, including fruit juice.

1.11

Care recipient social activities

Programs to encourage care recipients to take part in social activities that promote and protect their dignity, and to take part in community life outside the residential care service.

1.12

Emergency assistance

At least one responsible person is continuously on call and in reasonable proximity to render emergency assistance.

2.1

Daily living activities assistance

Personal assistance, including individual attention, individual supervision, and physical assistance, with the following:

(a) bathing, showering, personal hygiene and grooming;

(b) maintaining continence or managing incontinence, and using aids and appliances designed to assist continence management;

(c) eating and eating aids, and using eating utensils and eating aids (including actual feeding if necessary);

(d) dressing, undressing, and using dressing aids;

(e) moving, walking, wheelchair use, and using devices and appliances designed to aid mobility, including the fitting of artificial limbs and other personal mobility aids;

(f) communication, including to address difficulties arising from impaired hearing, sight or speech, or lack of common language (including fitting sensory communication aids), and checking hearing aid batteries and cleaning spectacles.

Excludes hairdressing.

2.2

Meals and refreshments

Special diet not normally provided.

2.3

Emotional support

Emotional support to, and supervision of, care recipients.

2.4

Treatments and procedures

Treatments and procedures that are carried out according to the instructions of a health professional or a person responsible for assessing a care recipient’s personal care needs, including supervision and physical assistance with taking medications, and ordering and reordering medications, subject to requirements of State or Territory law.

Includes bandages, dressings, swabs and saline.

2.5

Recreational therapy

Recreational activities suited to care recipients, participation in the activities, and communal recreational equipment.

2.6

Rehabilitation support

Individual therapy programs designed by health professionals that are aimed at maintaining or restoring a care recipient’s ability to perform daily tasks for himself or herself, or assisting care recipients to obtain access to such programs.

2.7

Assistance in obtaining health practitioner services

Arrangements for aural, community health, dental, medical, psychiatric and other health practitioners to visit care recipients, whether the arrangements are made by care recipients, relatives or other persons representing the interests of care recipients, or are made direct with a health practitioner.

2.8

Assistance in obtaining access to specialised therapy services

Making arrangements for speech therapists, podiatrists, occupational or physiotherapy practitioners to visit care recipients, whether the arrangements are made by care recipients, relatives or other persons representing the interests of care recipients.

2.9

Support for care recipients with cognitive impairment

Individual attention and support to care recipients with cognitive impairment (for example, dementia and behavioural disorders), including individual therapy activities and specific programs designed and carried out to prevent or manage a particular condition or behaviour and to enhance the quality of life and care for such care recipients and ongoing support (including specific encouragement) to motivate or enable such care recipients to take part in general activities of the residential care service.

3.1

Furnishings

Over‑bed tables.

3.2

Bedding materials

Bed rails, incontinence sheets, ripple mattresses, sheepskins, tri‑pillows, and water and air mattresses appropriate to each care recipient’s condition.

3.4

Goods to assist care recipients to move themselves

Crutches, quadruped walkers, walking frames, walking sticks, and wheelchairs.

Excludes motorised wheelchairs and custom made aids.

3.5

Goods to assist staff to move care recipients

Mechanical devices for lifting care recipients, stretchers, and trolleys.

3.6

Goods to assist with toileting and incontinence management

Absorbent aids, commode chairs, disposable bed pans and urinal covers, disposable pads, over‑toilet chairs, shower chairs and urodomes, catheter and urinary drainage appliances, and disposable enemas.

3.8

Nursing services

Initial assessment and care planning carried out by a nurse practitioner or registered nurse, and ongoing management and evaluation carried out by a nurse practitioner, registered nurse or enrolled nurse acting within their scope of practice.

Nursing services carried out by a nurse practitioner, registered nurse or enrolled nurse, or other professional appropriate to the service (for example, medical practitioner, stoma therapist, speech pathologist, physiotherapist or qualified practitioner from a palliative care team), acting within their scope of practice.

Services may include, but are not limited to, the following:

(a) establishment and supervision of a complex pain management or palliative care program, including monitoring and managing any side effects;

(b) insertion, care and maintenance of tubes, including intravenous and naso‑gastric tubes;

(c) establishing and reviewing a catheter care program, including the insertion, removal and replacement of catheters;

(d) establishing and reviewing a stoma care program;

(e) complex wound management;

(f) insertion of suppositories;

(g) risk management procedures relating to acute or chronic infectious conditions;

(h) special feeding for care recipients with dysphagia (difficulty with swallowing);

(i) suctioning of airways;

(j) tracheostomy care;

(k) enema administration;

(l) oxygen therapy requiring ongoing supervision because of a care recipient’s variable need;

(m) dialysis treatment.

3.11

Therapy services, such as, recreational, speech therapy, podiatry, occupational, and physiotherapy services

(a) Maintenance therapy delivered by health professionals, or care staff as directed by health professionals, designed to maintain care recipients’ levels of independence in activities of daily living;

(b) More intensive therapy delivered by health professionals, or care staff as directed by health professionals, on a temporary basis that is designed to allow care recipients to reach a level of independence at which maintenance therapy will meet their needs.

Excludes intensive, long‑term rehabilitation services required following, for example, serious illness or injury, surgery or trauma.

1.1

Continuous improvement

The organisation actively pursues continuous improvement.

1.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards and guidelines.

1.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively.

1.4

Comments and complaints

Each care recipient (or his or her representative) and other interested parties have access to internal and external complaints mechanisms.

1.5

Planning and leadership

The organisation has documented the residential care service’s vision, values, philosophy, objectives and commitment to quality throughout the service.

1.6

Human resource management

There are appropriately skilled and qualified staff sufficient to ensure that services are delivered in accordance with these standards and the residential care service’s philosophy and objectives.

1.7

Inventory and equipment

Stocks of appropriate goods and equipment for quality service delivery are available.

1.8

Information systems

Effective information management systems are in place.

1.9

External services

All externally sourced services are provided in a way that meets the residential care service’s needs and service quality goals.

2.1

Continuous improvement

The organisation actively pursues continuous improvement.

2.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about health and personal care.

2.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively.

2.4

Clinical care

Care recipients receive appropriate clinical care.

2.5

Specialised nursing care needs

Care recipients’ specialised nursing care needs are identified and met by appropriately qualified nursing staff.

2.6

Other health and related services

Care recipients are referred to appropriate health specialists in accordance with the care recipient’s needs and preferences.

2.7

Medication management

Care recipients’ medication is managed safely and correctly.

2.8

Pain management

All care recipients are as free as possible from pain.

2.9

Palliative care

The comfort and dignity of terminally ill care recipients is maintained.

2.10

Nutrition and hydration

Care recipients receive adequate nourishment and hydration.

2.11

Skin care

Care recipients’ skin integrity is consistent with their general health.

2.12

Continence management

Care recipients’ continence is managed effectively.

2.13

Behavioural management

The needs of care recipients with challenging behaviours are managed effectively.

2.14

Mobility, dexterity and rehabilitation

Optimum levels of mobility and dexterity are achieved for all care recipients.

2.15

Oral and dental care

Care recipients’ oral and dental health is maintained.

2.16

Sensory loss

Care recipients’ sensory losses are identified and managed effectively.

2.17

Sleep

Care recipients are able to achieve natural sleep patterns.

3.1

Continuous improvement

The organisation actively pursues continuous improvement.

3.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about care recipient lifestyle.

3.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively.

3.4

Emotional support

Each care recipient receives support in adjusting to life in the new environment and on an ongoing basis.

3.5

Independence

Care recipients are assisted to achieve maximum independence, maintain friendships and participate in the life of the community within and outside the residential care service.

3.6

Privacy and dignity

Each care recipient’s right to privacy, dignity and confidentiality is recognised and respected.

3.7

Leisure interests and activities

Care recipients are encouraged and supported to participate in a wide range of interests and activities of interest to them.

3.8

Cultural and spiritual life

Individual interests, customs, beliefs and cultural and ethnic backgrounds are valued and fostered.

3.9

Choice and decision‑making

Each care recipient (or his or her representative) participates in decisions about the services the care recipient receives, and is enabled to exercise choice and control over his or her lifestyle while not infringing on the rights of other people.

3.10

Care recipient security of tenure and responsibilities

Care recipients have secure tenure within the residential care service, and understand their rights and responsibilities.

4.1

Continuous improvement

The organisation actively pursues continuous improvement.

4.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about physical environment and safe systems.

4.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively.

4.4

Living environment

Management of the residential care service is actively working to provide a safe and comfortable environment consistent with care recipients’ care needs.

4.5

Occupational health and safety

Management is actively working to provide a safe working environment that meets regulatory requirements.

4.6

Fire, security and other emergencies

Management and staff are actively working to provide an environment and safe systems of work that minimise fire, security and emergency risks.

4.7

Infection control

An effective infection control program.

4.8

Catering, cleaning and laundry services

Hospitality services are provided in a way that enhances care recipients’ quality of life and the staff’s working environment.

Care services

Item

Column 1
Service

Column 2
Content

1

Personal services

Personal assistance, including individual attention, individual supervision and physical assistance, with:

(a) bathing, showering including providing shower chairs if necessary, personal hygiene and grooming, dressing and undressing, and using dressing aids; and

(b) toileting; and

(c) dressing and undressing; and

(d) mobility; and

(e) transfer (including in and out of bed).

2

Activities of daily living

Personal assistance, including individual attention, individual supervision and physical assistance, with communication including assistance to address difficulties arising from impaired hearing, sight or speech, or lack of common language, assistance with the fitting of sensory communication aids, checking hearing aid batteries, cleaning spectacles and assistance in using the telephone.

3

Nutrition, hydration, meal preparation and diet

Includes:

(a) assistance with preparing meals; and

(b) assistance with special diet for health, religious, cultural or other reasons; and

(c) assistance with using eating utensils and eating aids and assistance with actual feeding, if necessary; and

(d) providing enteral feeding formula and equipment.

4

Management of skin integrity

Includes providing bandages, dressings, and skin emollients.

5

Continence management

Includes:

(a) assessment for and, if required, providing disposable pads and absorbent aids, commode chairs, bedpans and urinals, catheter and urinary drainage appliances and enemas; and

(b) assistance in using continence aids and appliances and managing continence.

6

Mobility and dexterity

Includes:

(a) providing crutches, quadruped walkers, walking frames, walking sticks and wheelchairs; and

(b) providing mechanical devices for lifting, bed rails, slide sheets, sheepskins, tri‑pillows, and pressure relieving mattresses; and

(c) assistance in using the above aids.

1

Support services

Includes:

(a) cleaning; and

(b) personal laundry services, including laundering of care recipient’s clothing and bedding that can be machine‑washed, and ironing; and

(c) arranging for dry‑cleaning of care recipient’s clothing and bedding that cannot be machine‑washed; and

(d) gardening; and

(e) medication management; and

(f) rehabilitative support, or helping to access rehabilitative support, to meet a professionally determined therapeutic need; and

(g) emotional support including ongoing support in adjusting to a lifestyle involving increased dependency and assistance for the care recipient and carer, if appropriate; and

(h) support for care recipients with cognitive impairment, including individual therapy, activities and access to specific programs designed to prevent or manage a particular condition or behaviour, enhance quality of life and provide ongoing support; and

(i) providing 24‑hour on‑call access to emergency assistance including access to an emergency call system if the care recipient is assessed as requiring it; and

(j) transport and personal assistance to help the care recipient shop, visit health practitioners or attend social activities; and

(k) respite care; and

(l) home maintenance, reasonably required to maintain the home and garden in a condition of functional safety and provide an adequate level of security; and

(m) modifications to the home, such as easy access taps, shower hose or bath rails; and

(n) assisting the care recipient, and the homeowner if the home owner is not the care recipient, to access technical advice on major home modifications; and

(o) advising the care recipient on areas of concern in their home that pose safety risks and ways to mitigate the risks; and

(p) arranging social activities and providing or coordinating transport to social functions, entertainment activities and other out‑of‑home services; and

(q) assistance to access support services to maintain personal affairs.

2

Leisure, interests and activities

Includes encouragement to take part in social and community activities that promote and protect the care recipient’s lifestyle, interests and wellbeing.

Clinical services

Item

Column 1
Service

Column 2
Content

1

Clinical care

Includes:

(a) nursing, allied health and therapy services such as speech therapy, podiatry, occupational or physiotherapy services; and

(b) other clinical services such as hearing and vision services.

2

Access to other health and related services

Includes referral to health practitioners or other related service providers.

Excluded items

Item

Column 1

Column 2

1

Excluded items

The following items must not be included in the package of care and services provided under section 13:

(a) use of the package funds as a source of general income for the care recipient;

(b) purchase of food, except as part of enteral feeding requirements;

(c) payment for permanent accommodation, including assistance with home purchase, mortgage payments or rent;

(d) payment of home care fees;

(e) payment of fees or charges for other types of care funded or jointly funded by the Australian Government;

(f) home modifications or capital items that are not related to the care recipient’s care needs;

(g) travel and accommodation for holidays;

(h) cost of entertainment activities, such as club memberships and tickets to sporting events;

(i) gambling activities;

(j) payment for services and items covered by the Medicare Benefits Schedule or the Pharmaceutical Benefits Scheme.

1.1

Corporate governance

The service provider has implemented corporate governance processes that are accountable to stakeholders.

1.2

Regulatory compliance

The service provider has systems in place to identify and ensure compliance with funded program guidelines, relevant legislation, regulatory requirements and professional standards.

1.3

Information management systems

The service provider has effective information management systems in place.

1.4

Community understanding and engagement

The service provider understands and engages with the community in which it operates and reflects this in service planning and development.

1.5

Continuous improvement

The service provider actively pursues and demonstrates continuous improvement in all aspects of service management and delivery.

1.6

Risk management

The service provider is actively working to identify and address potential risk, to ensure the safety of service users, staff and the organisation.

1.7

Human resource management

The service provider manages human resources to ensure that adequate numbers of appropriately skilled and trained staff/volunteers are available for the safe delivery of care and services to service users.

1.8

Physical resources

The service provider manages physical resources to ensure the safe delivery of care and services to service users and organisation personnel.

Appropriate access and service delivery

Item

Column 1
Matter indicator

Column 2
Expected outcome

2.1

Service access

Each service user’s access to services is based on consultation with the service user (and/or their representative), equity, consideration of available resources and program eligibility.

2.2

Assessment

Each service user participates in an assessment appropriate to the complexity of their needs and with consideration of their cultural and linguistic diversity.

2.3

Care plan development and delivery

Each service user and/or their representative, participates in the development of a care/service plan that is based on assessed needs and is provided with the care and/or services described in their plan.

2.4

Service user reassessment

Each service user’s needs are monitored and regularly reassessed taking into account any relevant program guidelines and in accordance with the complexity of the service user’s needs. Each service user’s care/service plans are reviewed in consultation with them.

2.5

Service user referral

The service provider refers service users (and/or their representative) to other providers as appropriate.

3.1

Information provision

Each service user, or prospective service user, is provided with information (initially and on an ongoing basis) in a format appropriate to their needs to assist them to make service choices and gain an understanding of the services available to them and their rights and responsibilities.

3.2

Privacy and confidentiality

Each service user’s right to privacy, dignity and confidentiality is respected including in the collection, use and disclosure of personal information.

3.3

Complaints and service user feedback

Complaints and service user feedback are dealt with fairly, promptly, confidentially and without retribution.

3.4

Advocacy

Each service user’s (and/or their representative’s) choice of advocate is respected by the service provider and the service provider will, if required, assist the service user (and/or their representative) to access an advocate.

3.5

Independence

The independence of service users is supported, fostered and encouraged.