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Cypress View LodgeRACS ID: 0386

Approved provider: Cypress View Lodge Limited

Home address: 16-24 Kookaburra Avenue COLEAMBALLY NSW 2707

Following an audit we decided that this home met 44 of the 44 expected outcomes of the Accreditation Standards and would be accredited for three years until 11 March 2021.

We made our decision on 03 January 2018.

The audit was conducted on 05 December 2017 to 06 December 2017. The assessment team’s report is attached.

We will continue to monitor the performance of the home including through unannounced visits.

Most recent decision concerning performance against the Accreditation StandardsStandard 1: Management systems, staffing and organisational developmentPrinciple:Within the philosophy and level of care offered in the residential care service, management systems are responsive to the needs of care recipients, their representatives, staff and stakeholders, and the changing environment in which the service operates.

1.1 Continuous improvement Met

1.2 Regulatory compliance Met

1.3 Education and staff development Met

1.4 Comments and complaints Met

1.5 Planning and leadership Met

1.6 Human resource management Met

1.7 Inventory and equipment Met

1.8 Information systems Met

1.9 External services Met

Standard 2: Health and personal carePrinciple:Care recipients’ physical and mental health will be promoted and achieved at the optimum level in partnership between each care recipient (or his or her representative) and the health care team.




2.4 Clinical care Met

2.5 Specialised nursing care needs Met

2.6 Other health and related services Met

2.7 Medication management Met

2.8 Pain management Met

2.9 Palliative care Met

2.10 Nutrition and hydration Met

2.11 Skin care Met

2.12 Continence management Met

2.13 Behavioural management Met

2.14 Mobility, dexterity and rehabilitation Met

2.15 Oral and dental care Met

2.16 Sensory loss Met

2.17 Sleep MetHome name: Cypress View Lodge Date/s of audit: 05 December 2017 to 06 December 2017RACS ID: 0386 2

Standard 3: Care recipient lifestylePrinciple:Care recipients retain their personal, civic, legal and consumer rights, and are assisted to achieve active control of their own lives within the residential care services and in the community.




3.4 Emotional Support Met

3.5 Independence Met

3.6 Privacy and dignity Met

3.7 Leisure interests and activities Met

3.8 Cultural and spiritual life Met

3.9 Choice and decision-making Met

3.10 Care recipient security of tenure and responsibilities Met

Standard 4: Physical environment and safe systemsPrinciple:Care recipients live in a safe and comfortable environment that ensures the quality of life and welfare of care recipients, staff and visitors




4.4 Living environment Met

4.5 Occupational health and safety Met

4.6 Fire, security and other emergencies Met

4.7 Infection control Met

4.8 Catering, cleaning and laundry services Met

Home name: Cypress View Lodge Date/s of audit: 05 December 2017 to 06 December 2017RACS ID: 0386 3

Audit ReportName of home: Cypress View Lodge

RACS ID: 0386

Approved provider: Cypress View Lodge Limited

IntroductionThis is the report of a Re-accreditation Audit from 05 December 2017 to 06 December 2017 submitted to the Quality Agency.

Accredited residential aged care homes receive Australian Government subsidies to provide quality care and services to care recipients in accordance with the Accreditation Standards.

To remain accredited and continue to receive the subsidy, each home must demonstrate that it meets the Standards.

There are four Standards covering management systems, health and personal care, care recipient lifestyle, and the physical environment and there are 44 expected outcomes such as human resource management, clinical care, medication management, privacy and dignity, leisure interests, cultural and spiritual life, choice and decision-making and the living environment.

Each home applies for re-accreditation before its accreditation period expires and an assessment team visits the home to conduct an audit. The team assesses the quality of care and services at the home and reports its findings about whether the home meets or does not meet the Standards. The Quality Agency then decides whether the home has met the Standards and whether to re-accredit or not to re-accredit the home.

During a home’s period of accreditation there may be a review audit where an assessment team visits the home to reassess the quality of care and services and reports its findings about whether the home meets or does not meet the Standards.

Assessment team’s findings regarding performance against the Accreditation StandardsThe information obtained through the audit of the home indicates the home meets:

44 expected outcomes


Scope of this documentAn assessment team appointed by the Quality Agency conducted the Re-accreditation Audit from 05 December 2017 to 06 December 2017.

The audit was conducted in accordance with the Quality Agency Principles 2013 and the Accountability Principles 2014. The assessment team consisted of two registered aged care quality assessors.

The audit was against the Accreditation Standards as set out in the Quality of Care Principles 2014.

Details of homeTotal number of allocated places: 19

Number of care recipients during audit: 16

Number of care recipients receiving high care during audit: 9

Special needs catered for: N/A


Audit trailThe assessment team spent two days on site and gathered information from the following:

Interviews

Position title Number

Care recipients 13

Facility manager 1

Clinical care manager 1

Enrolled nurses 2

Care staff 4

Recreational activities officer 1

Volunteers 3

Finance manager 1

Administration assistant 1

Catering staff 1

Laundry/cleaning staff 1

Maintenance staff 1

Sampled documents

Document type Number

Care recipients’ files (progress notes, assessments, care plans and associated documentation)

6

Lifestyle care plans 12

Medication charts 6

Care recipient agreements 3

Personnel files 5

Other documents reviewedThe team also reviewed:

Accident and incident folder, hazard reports


Behaviour management: behaviour assessments, monitoring charts, behaviour management plans, psychogeriatric and mental health team referrals and reports, behaviour incident reports

Clinical monitoring records: anticoagulant therapy, blood glucose levels, blood pressure, neurological observations, pain and hygiene charts

Continence management: continence assessments, continence management plans, daily bowel monitoring records, continence aid allocation list, health care directives indwelling catheter care, procedural guidelines for catheter change and management

Hospitality services: dietary preference sheets, temperature monitoring records, kitchen, cleaning and laundry cleaning schedules, menu, daily cleaning duties

Human resource system: job descriptions, police check register, professional staff registrations, education attendance records and competency assessments, employee orientation manual, roster, duties lists, staff appraisals, confidentiality agreements

Infection control: infection surveillance data, care recipient and staff fluvax and pneumovax register

Information systems: staff handbook, care recipient handbook, newsletters, meeting minutes, memorandums, board of director reports, care recipient information package, volunteer orientation manual, policies and procedures, archive register

Lifestyle management: leisure profile, social history, spiritual and cultural assessments, social and recreational care plans, attendance records, activity evaluations, newsletters, consent forms

Mandatory reporting register

Medication management: medication administration plans, signing sheets, PRN medication (whenever necessary) evaluations, clinical refrigerator temperature monitoring records, therapeutic monitoring guidelines, oxygen therapy care plans, medication incident reports, medication review reports, directives diabetic management, professional signatures register

Mobility: mobility assessments, physiotherapy care plans, individual exercise, massage, heat pack therapy and transcutaneous electrical nerve stimulation attendance records

Nutrition and hydration: nutritional preferences assessments, weight monitoring records, dietitian reviews

Pain management and palliative care: pain assessments, pain management plans, advanced care plan directives

Quality system: continuous improvement folder, action request for improvement register and logs, compliment, complaint and comment folder, audit folder

Reactive and preventative maintenance records, pest control records, electrical tagging records

Self-assessment report for re-accreditation and associated documentation

Skin integrity: wound assessments and management plans, photographic wound monitoring records, pressure care directives , podiatry assessments and reports

Supplier folder

ObservationsThe team observed the following:

Activities in progress


Australian Aged Care Quality Agency re-accreditation audit notices displayed throughout the home

Chemical store

Cleaning operations

Dining environment during midday meal service and morning and afternoon teas including staff serving meals, supervision and assisting care recipients

Equipment and supply storage areas

Food preparation and storage areas

Infection control resources including hand washing facilities, hand sanitising gel, colour coded and personal protective equipment, sharps containers, spills kits, outbreak management supplies, pest control and waste management systems

Interactions between staff ,care recipients and volunteers

Internal/external complaints mechanisms and advocacy brochures on display

Lifestyle and activity supplies

Living environment including attractive gardens, raised sensory and vegetable garden beds, and a large wrap around veranda providing multiple outdoor sitting areas overlooking gardens and the chook yard

Mobility equipment including mechanical lifters, wheel chairs, shower chairs, low-low beds and hand rails in corridors

Noticeboards, menu and activity calendars displayed

NSW Food Authority Licence

Secure storage of care recipients' clinical files and confidential staff handover

Secure storage of medications and oxygen; medication administration

Security and safety systems: fire detection and fighting equipment appropriately serviced, annual fire statement displayed, nurse call system in operation with care recipient access, sign in/out registers

Short group observation in lounge

Staff work practices and work areas including administrative, clinical, lifestyle, catering, cleaning, laundry and maintenance

Vision, Mission and Philosophy statements and Charter of Care Recipients' Rights and Responsibilities displayed

Workplace safety equipment including safety signage, personal protective equipment


Assessment informationThis section covers information about the home’s performance against each of the expected outcomes of the Accreditation Standards.

Standard 1 – Management systems, staffing and organisational developmentPrinciple:Within the philosophy and level of care offered in the residential care services, management systems are responsive to the needs of care recipients, their representatives, staff and stakeholders, and the changing environment in which the service operates.

1.1 Continuous improvementThis expected outcome requires that “the organisation actively pursues continuous improvement”.

Team’s findingsThe home meets this expected outcome

The home pursues continuous improvement across the four Accreditation Standards through a quality framework which is care recipient focused. Continuous improvement initiatives are identified through improvement suggestions, staff and care recipient feedback, audit results, management observations and incidents and accidents. Care recipients/representatives provide feedback through individual feedback, care recipient/representative meetings and comment, complaint and suggestion forms. The effectiveness of continuous improvement activities are evaluated through care recipient and staff feedback, monitoring and observations. Results show improvements to the care and services provided for care recipients.

Improvement initiatives implemented by the home in relation to Accreditation Standard One Management systems, staffing and organisation development include:

During 2016 a number of directors resigned and new directors were appointed. The organisation recognised the importance of ensuring directors have necessary skills and knowledge about governance issues. They took the opportunity of the appointment of new directors to engage a consultant who facilitated education, the development of governance capability and development activities which resulted in the development of a new strategic and continuous improvement plan for the board of directors. The work incorporated the development of a new vision, mission and values statement and identified the organisation’s constitution did not meet the Australian Charities and Not for Profit Commission’s (ACNC) standards. As a result the constitution was reviewed and the new constitution was approved at the annual general meeting held on 29 November 2017 and has now been lodged with ACNC. The initiatives have ensured the board of directors can provide strong leadership for the organisation.

Management received information the online learning system it subscribed to was able to provide an enhanced system. Management investigated the options which enables accurate records of staff education to be maintained, the ability to add the home’s own content to the records, and maintenance of police check system records with renewal reminders sent directly to staff. The home has signed up for the new system and is about to commence education in its use. Management believe the system will improve efficiency in maintaining records.

Senior management believed they could benefit in further education about performance management. The facility manager and finance manager attended a course on human resource mentoring and having difficult conversations in the workplace. They found the


course informative and have been able to implement the knowledge gained in the home. It has been recommended other senior staff attend the course.

It was identified the bulk kitchen goods delivery service was providing poor service. Management discussed concerns with the provider and gave an opportunity for them to improve their service. The service did not improve, so a new contactor was sourced. The new contractor provides a better service with more frequent deliveries, a greater range, better prices on some items and few errors.

1.2 Regulatory complianceThis expected outcome requires that “the organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards and guidelines”.


The home has systems to identify and ensure compliance with relevant legislation, regulatory requirements and professional standards and guidelines. The facility manager is responsible for identifying, implementing and evaluating regulatory compliance obligations. These obligations are identified through peak body alerts and advice, specialist services and advice and alerts from government departments. Regulatory issues and updates are conveyed to staff through memoranda, meetings and education sessions. Staff said they receive information about regulatory issues and they have access to information in regards to legislative and regulatory requirements. Examples of regulatory compliance relevant to Accreditation Standard One include:-

The home ensures all care recipients/representatives and staff have access to information about internal and external comments and complaints mechanisms.

There is a system to ensure all staff have criminal record checks.

1.3 Education and staff developmentThis expected outcome requires that “management and staff have appropriate knowledge and skills to perform their roles effectively”.


The home has systems to ensure management and staff have appropriate knowledge and skills to perform their roles effectively. The home has an orientation program for all new staff, which includes buddy shifts and specific induction education. A comprehensive range of education sessions are delivered through an on-line learning management system and face to face education opportunities. The education delivered and knowledge and skills of staff are evaluated on an ongoing basis through senior staff observations, appraisals, comments and complaints and feedback by staff. Staff said the home provides them with extensive opportunities for professional development. Care recipients commented that staff are experienced and competent when undertaking their duties.

Education topics related to Accreditation Standard One includes documentation, customer service, teamwork, leadership.

1.4 Comments and complaintsThis expected outcome requires that "each care recipient (or his or her representative) and other interested parties have access to internal and external complaints mechanisms".



The home has systems to ensure care recipients and their representatives have access to internal and external complaint mechanisms. These are outlined in the care recipient information pack, handbook and agreement, and new care recipients/representatives are made aware of feedback mechanisms on entry to the home. Information about external complaints avenues is readily available. Care recipient and relative meetings, suggestions and informal feedback through an open door policy provide avenues for feedback and raising concerns. Staff interviewed demonstrated awareness of complaints’ procedures. Care recipients stated they are very happy with the management’s response to any concerns they have and said they have no hesitation in approaching management and staff.

1.5 Planning and leadershipThis expected outcome requires that "the organisation has documented the residential care service’s vision, values, philosophy, objectives and commitment to quality throughout the service".


The home displays the organisation’s vision, mission and values prominently in the home and it is recorded in key documents. The vision, mission and values are actively promoted through orientation, education and handbooks. Interviews, review of documentation and observations demonstrate management and staff provide care and services consistent with the organisation’s vision, mission, values and commitment to quality service provision.

1.6 Human resource managementThis expected outcome requires that "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".


Care recipients were highly complementary about the care, lifestyle and hospitality services provided to them by staff. Care recipients said there are sufficient staff to provide services to meet their needs. Staffing levels are determined by of care recipients’ needs and are adjusted as indicated. Staff said they have sufficient time and support to undertake their duties within their rostered hours. Staff also said relevant education is provided and professional development opportunities are offered to ensure they have the necessary skills to undertake their duties. Staff said they enjoy working at the home and expressed a commitment to the care recipients and the home.

1.7 Inventory and equipmentThis expected outcome requires that “appropriate stocks of goods and equipment for quality service delivery are available”.

Teams findingsThe home meets this expected outcome

Management and staff implement effective systems to ensure stocks of appropriate goods and equipment are available for quality service delivery. Key staff monitor stock levels and prepare orders. Management and staff review the quality of goods and services, and ensure the return of unsatisfactory goods. The maintenance system includes regular servicing of equipment. Inventory and equipment is monitored through observation, meeting discussion and feedback from care recipients/representatives, management and staff. Staff said there are sufficient supplies of goods and equipment to enable them to carry out their roles and meet the needs of care recipients.


1.8 Information systemsThis expected outcome requires that "effective information management systems are in place".


The home has systems for the dissemination of information to care recipients and representatives, management, staff and other interested people. Systems include those to manage the creation, distribution, storage, archiving and appropriate destruction of information. Electronic information is backed up, password protected and restricted to authorised personnel. Forms of communication include meeting minutes, newsletters, handover sheets, memoranda and noticeboards. Confidential information is stored securely and staff sign confidentiality agreements. Care recipients say they know what is happening around the home and that they are kept well informed.

1.9 External servicesThis expected outcome requires that "all externally sourced services are provided in a way that meets the residential care service’s needs and service quality goals".


Management monitors external goods and service providers to ensure the standard provided meets the needs and service quality goals of the home. A range of contractors, goods providers and external service providers operate within contracts and agreements covering for example care recipient care related services and the fire safety system. Management monitor providers to ensure contracts and required documentation such as police clearances and insurance are current. Contracts are reviewed regularly. Care recipients and staff say they are satisfied with the goods provided and external services available.


Standard 2 – Health and personal carePrinciple:Care recipients’ physical and mental health will be promoted and achieved at the optimum level in partnership between each care recipient (or his or her representative) and the health care team.



Please refer to expected outcome 1.1 Continuous improvement for a description of the overall system of continuous improvement. In relation to Accreditation Standard Two Health and personal care the system is monitored through audits, clinical indicator results and feedback from care recipients/representatives, health professionals and staff.

The home has implemented improvements in Accreditation Standard Two Health and personal care including:

The electronic documentation software being used by the home was no longer supported. Management investigated available options and purchased and implemented an electronic care documentation system. Staff were educated in use of the new system. Management said the medication component of the system is working well with a reduction in signing errors noted. There are some issues with the clinical aspects and some assessments continue to be undertaken using a paper based system. Management is working with the supplier to rectify current issues.

Management identified staff needed the skills to be able to attend to supra pubic catheter care. Two enrolled nurses have now been trained to change supra pubic catheters and have been assessed as competent in doing so. Ongoing competency assessments will be undertaken to ensure longer term competency. The ability to change catheters has improved care and ensured catheter care can be delivered promptly.

Management identified staff could benefit from education on texture modified diets. Education was sourced and delivered about texture modified foods and how to prepare it. Ten staff attended the education. Staff skills in preparation of texture modified meals has improved and ensured care recipients have adequate nutritional intake without risk of choking.

A care recipient was wandering around the home without purpose. Management arranged for a dog to visit regularly which the care recipient now walks two to three times per week. The care recipient’s care plan has been evaluated and it was noted the initiative was effective in reducing aimless wandering.

2.2 Regulatory complianceThis expected outcome requires that “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”.


The home has systems to identify and ensure compliance with relevant legislation, regulatory requirements and professional standards and guidelines. For further information relating to


the home’s regulatory compliance system, please see expected outcome 1.2 Regulatory compliance.

Examples of regulatory compliance relevant to Accreditation Standard Two include:

The home has systems for the provision of specialised nursing care.

Professional staff registrations and authorities to practice are recorded and monitored.



Expected outcome 1.3 describes the home’s system in relation to education and staff development to ensure management and staff have appropriate knowledge and skills to perform their roles effectively. Review of documentation and individual training records shows education relating to Accreditation Standards Two Health and personal care has been provided for staff in the past year.

Education topics related to Accreditation Standard Two include understanding the ageing process, dysphagia, behaviour and psychological symptoms of dementia, wound care, medication management, palliative care, international normalized ratio, clinical skills, diabetes management and oral health.

2.4 Clinical careThis expected outcome requires that “care recipients receive appropriate clinical care”.


There are systems and processes to ensure care recipients receive appropriate clinical care and policies and procedures to guide staff practice. The clinical care manager oversees clinical care at the home. A comprehensive program of assessments is completed on entry. Individualised care plans are formulated, regularly reviewed and monitored by the clinical care manager. Care is planned in consultation with the care recipient and/or their representative, the care recipient’s medical practitioner and allied health professionals. Staff have a sound understanding of the clinical care process. The home has appropriate supplies of equipment and resources maintained in good working order to meet the ongoing and changing needs of care recipients. Care recipients state they are satisfied with the clinical care provided.

2.5 Specialised nursing care needsThis expected outcome requires that “care recipients’ specialised nursing care needs are identified and met by appropriately qualified nursing staff”.


There are systems to ensure care recipients’ specialised nursing care needs are identified and met by appropriately qualified staff. Documentation and discussions with staff show care recipients’ specialised nursing care needs are identified when they move into the home and are addressed in the care planning process. The clinical care manager and the enrolled nurses coordinate assessments on the care recipients’ specialised care needs. The home liaises with external health professionals including the local area health service to ensure care recipients’ specialised nursing care needs are met. Staff access internal and external education programs and there are appropriate resources and well maintained equipment to


provide specialised nursing care. Care recipients are satisfied with the specialised nursing care provided.

2.6 Other health and related servicesThis expected outcome requires that “care recipients are referred to appropriate health specialists in accordance with the care recipient’s needs and preferences”.


Documentation shows the home refers care recipients to external health professionals and any changes to care following specialist visits are implemented in a timely manner. Due to the rural location, limited allied health professionals visit the home on a regular basis. The podiatrist visits eight weekly and the physiotherapist six monthly; the dietitian and speech pathologist visit on request. Urgent referrals are transported to neighbouring larger centres via staff, volunteer transport, ambulance or family. The home also has access to services through the Local Area Health Service. Care recipients report management and staff ensure they have access to current information to assist in decision-making regarding appropriate referrals to specialist services. Care recipients are satisfied with the way referrals are made and the way changes to care are implemented.

2.7 Medication managementThis expected outcome requires that “care recipients’ medication is managed safely and correctly”.


Management demonstrates care recipients’ medication is managed safely and correctly. Medication endorsed care staff administer medications via a blister packaging system. A current pharmacy contract and locked storage of medication promotes safe and correct management of medication to care recipients. The electronic medication system includes photographic identification of each care recipient with their date of birth and clearly defined allergies. Pharmacy and medical practitioner protocols have been established in the home and staff practices are consistent with policy and procedures as evidenced through audits and training. Regular medication reviews are completed by a consultant pharmacist. Medication incident data is collated as part of the quality clinical indicators and is reviewed and actioned by the clinical care manager. Care recipients are satisfied their medications are managed in a safe and correct manner.

2.8 Pain managementThis expected outcome requires that “all care recipients are as free as possible from pain”.


There are systems to ensure all care recipients are as free as possible from pain. Initial assessments identify any pain a care recipient may have and individual pain management plans are developed. Staff are trained in pain prevention and management and use verbal and non-verbal pain assessment tools to identify, monitor and evaluate the effectiveness of pain management strategies. Documentation shows strategies to prevent and manage care recipients’ pain include attendance to clinical and emotional needs, medication and alternative approaches including heat, massage and pressure relieving devices. Pain management measures are followed up for effectiveness and referral to the care recipient’s medical practitioner and other services is organised as needed. Staff regularly liaise with medical practitioners and allied health personnel to ensure effective holistic care planning.


Care recipients report they are as free as possible from pain and staff respond in a timely manner to their requests for pain control.

2.9 Palliative careThis expected outcome requires that “the comfort and dignity of terminally ill care recipients is maintained”.


There are systems to ensure the comfort and dignity of terminally ill care recipients and support for their families within the scope and resources of the home. Care recipients may require relocation to hospital, dependent on their care needs. Documentation and staff discussions show the spiritual, cultural, psychological and emotional needs of care recipients are considered in care planning and ongoing pastoral care and emotional support is provided. Representatives are informed of the palliation process and the home is in regular communication with representatives, medical practitioners and specialists throughout the palliative care process.

2.10 Nutrition and hydrationThis expected outcome requires that “care recipients receive adequate nourishment and hydration”.


Documentation demonstrates care recipients’ nutrition and hydration status is assessed on entry to the home and individual needs including swallowing difficulties, sensory loss, special diets and individual preferences are identified and included in care planning. Appropriate referrals to the speech pathologist, dietitian and dentist are made in consultation with the care recipient/representative and others involved in their care. The seasonal menu is reviewed by a dietitian and provides care recipients with an alternative for the midday and evening meal. Care recipients are weighed monthly or more often if indicated and weight loss/gain monitored with referral to medical practitioners or allied health for investigation and treatment as necessary. Nutritional supplements, modified cutlery, equipment and assistance with meals are provided as needed. Staff are aware of care recipients’ preferences and special diets requirements. Care recipients are highly satisfied with the frequency and variety of food and drinks supplied.

2.11 Skin careThis expected outcome requires that “care recipients’ skin integrity is consistent with their general health”.


Care recipients’ skin integrity is assessed through the initial assessment process. Staff monitor care recipients’ skin care as part of daily care and report any changes in skin integrity to the clinical care manager for assessment, review and referral to their medical practitioner as needed. Staff have access to sufficient supplies of appropriate equipment and resources to meet the needs of care recipients. Staff receive ongoing training and supervision in skin care and the use of specialist equipment such as lifting devices used to maintain care recipients’ skin integrity. The home’s reporting system for accidents and incidents includes skin integrity and is monitored monthly and included in the quality clinical indicators. Care recipients report staff pay careful attention to care recipients’ individual needs and preferences for skin care.


2.12 Continence managementThis expected outcome requires that “care recipients’ continence is managed effectively”.


There are systems to ensure care recipients’ continence is managed effectively. The enrolled/continence link nurse and the clinical care manager oversee continence management at the home. Clinical documentation and discussions with staff show continence management strategies are developed for each care recipient following initial assessment. Care staff report they assist care recipients with their continence programs regularly and monitor care recipients’ skin integrity. Staff are trained in continence management including scheduled toileting, the use of continence aids and the assessment and management of urinary tract infections. Bowel management strategies include daily monitoring. Staff ensure care recipients have access to regular fluids, appropriate diet and medications as ordered to assist continence. There are appropriate supplies of continence aids to meet the individual care recipient’s needs. Care recipients state they are satisfied with the continence care provided.

2.13 Behavioural managementThis expected outcome requires that “the needs of care recipients with challenging behaviours are managed effectively”.


There are systems to effectively manage care recipients with challenging behaviours. Documentation and discussions with staff show care recipients’ behavioural management needs are identified by initial assessments and behaviour care plans formulated. Behaviour management strategies include one-on-one and group activities which are regularly reviewed in consultation with the care recipient and/or representatives and other specialist services. Staff confirm they have received education in managing challenging behaviours and work as a team to provide care. The home has access to other health professionals including the Area Health Service Mental Health Team. Staff were observed to use a variety of management strategies and resources to effectively manage care recipients with challenging behaviours and to ensure the care recipients’ dignity and individual needs were respected at all times. Care recipients are satisfied with how challenging behaviours are managed at the home.

2.14 Mobility, dexterity and rehabilitationThis expected outcome requires that “optimum levels of mobility and dexterity are achieved for all care recipients”.


There are systems to ensure optimum levels of mobility and dexterity are achieved for each care recipient. Systems include comprehensive assessments and the development of mobility and dexterity plans. Individual programs are designed to promote optimum levels of mobility and dexterity for all care recipients. Regular exercise classes, walking programs and Tai Chi are held. A physiotherapist visits the home every six months and the clinical care manager oversees mobility on a daily basis. If a change to care recipient’s mobility status is identified, the clinical care manager forwards a video of the care recipient mobilising to the physiotherapist for a video link consultation. Falls incidents are analysed and are monitored in the quality clinical indicators. Staff are trained in falls prevention, manual handling and the use of specialist equipment. Assistive devices such as mobile frames, walk belts, mechanical


lifters and wheelchairs are available. Care recipients are satisfied with the support given to maintain their mobility.

2.15 Oral and dental careThis expected outcome requires that “care recipients’ oral and dental health is maintained”.


There are systems to ensure care recipients’ oral and dental health is maintained. Oral and dental health is assessed on entry to the home and documented on care plans. Staff state they receive education in oral and dental care and assist care recipients to maintain daily dental and oral health. Swallowing difficulties and pain are referred to the medical practitioner or allied health services for assessment and review. Care recipients confirm they are provided with appropriate diets, fluids, referral and equipment to ensure their oral and dental health is maintained.

2.16 Sensory lossThis expected outcome requires that “care recipients’ sensory losses are identified and managed effectively”.


Sensory loss is assessed on entry to the home and appropriate referrals are made to ensure care recipients’ care needs are managed effectively. Specialist equipment is maintained in good working order and staff are trained in sensory loss. Staff have implemented programs to assist care recipients with sensory stimulation including of taste, touch and smell. Care recipients report staff are supportive of their sensory loss and promote independence and choice as part of daily care.

2.17 SleepThis expected outcome requires that “care recipients are able to achieve natural sleep patterns”.


Care recipients’ sleep patterns including a history of night sedation are assessed on entry and sleep care plans are formulated. Lighting and noise is subdued at night. Care recipients’ ongoing sleep patterns are reviewed and sleep disturbances monitored and appropriate interventions implemented to assist care recipients to achieve natural sleep. Staff report care recipients who experience sleep disturbances are assisted with toileting, repositioning, snacks and fluids as requested and assessed as needed. Care recipients and are satisfied with the way their sleep is managed.


Standard 3 – Care recipient lifestylePrinciple:Care recipients retain their personal, civic, legal and consumer rights, and are assisted to achieve control of their own lives within the residential care service and in the community.



Please refer to expected outcome 1.1 Continuous improvement for a description of the overall system of continuous improvement. In relation to Accreditation Standard Three Care recipient lifestyle the system is monitored through observations and feedback from care recipients/representatives, health professionals and staff.

The home has implemented improvements in Accreditation Standard Three including:

It was identified staff now use social media extensively which may result in breaches of confidentiality. The confidentiality agreement has been reviewed to take into account confidentiality requirements in relation to social media use. Staff are now aware of their requirements in this regard.

Management identified staff need to be aware of the needs of care recipients who may be LGBTQI. A policy for meeting the needs of care recipients who are LGBTQI was developed and an information package education delivered to staff. The home is now better prepared to meet the needs of this group.

It was identified care recipients might want to be able to provide cups of tea and coffee to their visitors. An area was set aside and includes a special ‘safe’ kettle, a refrigerator and tea and coffee making items. This has enhanced care recipient independence.

A care recipient expressed an interest in bringing their dog to the home and missed their dog. The home investigated the feasibility of this and determined it would be appropriate and allowed the dog in to the home. The home paid for veterinarian costs to ensure the health and wellbeing of the dog and care recipients. Other care recipients have also enjoyed having the dog in the home.

3.2 Regulatory complianceThis expected outcome requires that “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”.


Management has systems to identify and ensure compliance with relevant legislation, regulatory requirements and professional standards and guidelines. For further information relating to the home’s regulatory compliance system, please see expected outcome 1.2 Regulatory compliance.

Examples of regulatory compliance relevant to Accreditation Standard Three include:

Management has a system for mandatory reporting of alleged and suspected reportable assaults as required under amendments to the Aged Care Act 1997.


Staff obligations to maintain confidentiality of care recipients’ information and to respect care recipients’ privacy is included in the staff handbook.



Please refer to expected outcome 1.3 Education and staff development for a description of how the home provides education and monitors the results to ensure staff have appropriate skills and knowledge to effectively perform their roles. Over the last year education and training sessions have been attended in relation to care recipient lifestyle and are recipients’ rights.

Education topics related to Accreditation Standard Three includes mandatory reporting, diversional therapy/recreational activity officer, privacy and dignity.

3.4 Emotional support This expected outcome requires that "each care recipient receives support in adjusting to life in the new environment and on an ongoing basis".


There are effective systems to ensure each care recipient receives initial and ongoing emotional support. These include orientation to the home, staff and services for new care recipients and their families; visits from pastoral visitors, recreational officers, community volunteers, care recipient/representatives meetings and involvement of family in the activity program. Emotional needs are identified through the lifestyle assessments including one-to-one support and family involvement in planning of care. Care recipients are encouraged to personalise their living area and visitors including pets are encouraged. Care recipients are satisfied with the way they are assisted to adjust to life at the home and the ongoing support they receive. One care recipient said if they were upset or worried they would discuss this with family rather than bother the staff.

3.5 IndependenceThis expected outcome requires that "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".


The home ensures care recipients are assisted to maintain maximum independence, friendships and participate in all aspects of community life within and outside the home. There is a range of individual and general strategies implemented to promote independence including mobility and lifestyle engagement programs. Community visitors, volunteers and entertainers are encouraged and arranged. The environment encourages care recipients, their representatives and their friends to participate in activities. Documentation, observation, staff practices and care recipient feedback confirms care recipients are actively encouraged to maintain independence.

3.6 Privacy and dignityThis expected outcome requires that "each care recipient’s right to privacy, dignity and confidentiality is recognised and respected".



There are systems to ensure privacy and dignity is respected in accordance with care recipient’s individual needs. The assessment process identifies each care recipient’s personal, cultural and spiritual needs, including the care recipient’s preferred name. Permission is sought from care recipients for the display of photographs. Staff education promotes privacy and dignity and staff sign to acknowledge confidentiality of care recipients’ information. Care recipients’ rooms are managed so that privacy is not compromised; lockable storage is available to all care recipients. Staff handovers and confidential information is discussed in private and care recipients’ files securely stored. Staff practices respect privacy and dignity and care recipients are satisfied with how privacy and dignity is managed at the home.

3.7 Leisure interests and activitiesThis expected outcome requires that "care recipients are encouraged and supported to participate in a wide range of interests and activities of interest to them".


The lifestyle program offers an extensive range of activities. There is a recreational activities officer Monday to Friday. The home has a large and involved group of community volunteers who also assist and initiate activities program including on weekends. Care recipients’ past recreational interests and preferences are assessed on entry and monitored on an ongoing basis. The home demonstrates care recipients are encouraged and supported to participate in a wide range of activities of interest to them. Lifestyle programs include outings including regular trips downtown shopping and to the hairdresser, bingo, word games, daily walks, Tai Chi, exercise classes and craft. Care recipients are given the choice of whether or not to take part in activities. The results of interviews, document review and observations confirm all care recipients and are highly satisfied with the activities provided.

3.8 Cultural and spiritual lifeThis expected outcome requires that "individual interests, customs, beliefs and cultural and ethnic backgrounds are valued and fostered".


Care recipients’ cultural and spiritual needs are fostered through the identification and communication of care recipients’ individual interests, customs, religions and ethnic backgrounds during the assessment processes. The home recognises and celebrates culturally specific days consistent with the care recipients residing in the home. Culturally significant days and anniversaries of importance to the care recipients are celebrated with appropriate festivities. Care recipients/representatives are asked about end of life wishes and this information is documented in their file. Pastoral visitors of various denominations regularly visit and religious services are held on site. Care recipients confirm their cultural and spiritual needs are being met.

3.9 Choice and decision-makingThis expected outcome requires that "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".



Management demonstrates each care recipient participates in decisions about the services the home provides and is able to exercise choice and control over their lifestyle through consultation around their individual needs and preferences. Management has an open door policy and this promotes continuous and timely interactions between the management team, care recipients and/or representatives. Observation of staff practices and staff interviews show care recipients have choices available to them including waking and sleeping times, shower times, meals and activities. Care recipients/representatives meetings and surveys occur regularly to enable care recipients and representatives to discuss and provide feedback about the services provided. Care recipients state they are satisfied with the support of the home relative to their choice and decision making processes.

3.10 Care recipient security of tenure and responsibilitiesThis expected outcome requires that "care recipients have secure tenure within the residential care service, and understand their rights and responsibilities".


Information is provided to explain care and services for new care recipient and/or their representative prior to entry to the home. An accommodation agreement is offered to each care recipient and/or representative to formalise occupancy arrangements which includes information about their rights and responsibilities, care and services provided, fees and charges, complaints handling, their security of tenure and the process for the termination of the agreement. The Charter of Care Recipients’ Rights and Responsibilities and other relevant information is documented in the handbook. Care recipients are satisfied with the information provided by the home regarding security of tenure and their rights and responsibilities.


Standard 4 – Physical environment and safe systemsPrinciple:Care recipients live in a safe and comfortable environment that ensures the quality of life and welfare of care recipients, staff and visitors.



The home pursues continuous improvement in relation to physical environment and safe systems. This was confirmed through observations, interviews and review of documentation. For a description regarding the continuous improvement system see expected outcome 1.1 Continuous improvement.

Examples of improvement activities in relation to Accreditation Standard Four Physical environment and safe systems include:

The home has undergone an upgrading of flooring in all care recipient rooms. Carpet has been replaced with harder wearing vinyl. Management said there are plans to also replace flooring in common areas.

The maintenance officer has been trained in testing and tagging of electrical equipment. He is now responsible for all tagging and testing which enables this task to be completed in a more cost effective way and the home is able to test equipment as soon as it arrives in the home.

Staff reported sterilized equipment was dripping onto the floor when it was put on a rack for drying. A stainless steel floor tray was installed which prevents water running on the floor.

4.2 Regulatory complianceThis expected outcome requires that “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”.


The home has systems to identify and ensure compliance with relevant legislation, regulatory requirements and professional standards and guidelines. For further information relating to the home’s regulatory compliance system, please see expected outcome 1.2 Regulatory compliance. Examples of regulatory compliance relevant to Accreditation Standard Four include:

All chemicals have current safety data sheets.

The home has a current Annual Fire Safety Statement displayed.




The team’s rationale for finding the home meets this expected outcome is based on the home’s systems to ensure management and staff have appropriate knowledge and skills referred to in expected outcome 1.3 Education and staff development.

Education topics related to Accreditation Standard Four delivered in the last 12 months include fire safety, infection control, manual handling, first aid, work health and safety, food safety, infection outbreak and chemical safety.

4.4 Living environmentThis expected outcome requires that "management of the residential care service is actively working to provide a safe and comfortable environment consistent with care recipients’ care needs".


Care recipients are accommodated in large single rooms with ensuite bathrooms. Care recipients have the opportunity to personalise their rooms. There are multiple communal living areas which are well furnished and welcoming for care recipients and their visitors to use as desired. The home’s living environment is clean, well furnished, and well lit. The building and landscaped grounds are well maintained with a program of preventative routine maintenance. The safety and comfort of the living environment is monitored through observations, adverse incident reporting and through feedback from staff, care recipients and representatives. Care recipients expressed a high degree of satisfaction with the home’s internal and external environment.

4.5 Occupational health and safetyThis expected outcome requires that "management is actively working to provide a safe working environment that meets regulatory requirements".


The home actively works to provide a safe working environment that meets regulatory requirements. A work health and safety representative oversees the work, health and safety program and any issues are addressed at staff meetings. There are systems to identify hazards and for reporting and responding to adverse incidents. Staff receive induction when they commence their employment that includes manual handling, infection control, and work health and safety systems. The home conducts regular equipment tagging and ensures equipment is well maintained. Document review and interviews demonstrates that the home actively seeks solutions to identified hazards. Staff demonstrate a good understanding of safe work practices.

4.6 Fire, security and other emergenciesThis expected outcome requires that "management and staff are actively working to provide an environment and safe systems of work that minimise fire, security and emergency risks".


The home has a system designed to provide an environment and work practices that minimise fire, security and emergency risks. Fire and safety equipment is checked regularly by registered fire safety professionals and there are annual fire safety training sessions for all staff and for care recipients. Emergency flipcharts and evacuation plans are displayed throughout the home and a current care recipient list and evacuation kit is maintained in case of evacuation. Security measures in operation include sign in/out procedures, call bells, out of hours lock up procedures and security lighting. Staff demonstrated a sound understanding


of what to do in the event of an emergency. Care recipients stated they feel very safe in the home.

4.7 Infection controlThis expected outcome requires that there is "an effective infection control program".


There is an effective infection control and surveillance program. The home has an infection control coordinator and there is a system to document, monitor and review the level of infections within the home. Observations confirm consistent staff practice to reduce cross infection such as the use of hand washing facilities, personal protective and colour-coded equipment. The home has a food safety program, pest control and waste management systems; monitors laundry and cleaning practices and has an outbreak management plan. Preventative measures include education for all staff with specific education and training relevant to staff positions and roles. Care recipients and staff are offered vaccinations. Staff demonstrate an awareness of infection control relevant to their work area.

4.8 Catering, cleaning and laundry servicesThis expected outcome requires that "hospitality services are provided in a way that enhances care recipients’ quality of life and the staff’s working environment".


The home has systems and processes to provide and monitor the quality of catering, cleaning and laundry services for care recipients. All care recipients are assessed for their dietary preferences and needs when they move into the home and this information is reviewed with the care recipient every six months or more frequently if needed. There is a four week rotating menu that has input from a dietitian and which caters for care recipients’ special dietary requirements. Catering staff are responsive to the changing needs and preferences of care recipients. Cleaning services are provided following scheduled routines and duty lists and are monitored on a regular basis. All laundry is undertaken in the home. Hospitality services are monitored through audits, meetings and through feedback from care recipients and representatives. All care recipients report high levels of satisfaction with all the hospitality services provided at the home.


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