Glossary

The Aged Care Quality and Safety Commission Glossary can also be accessed as a downloadable/printable accessible Word document.

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A

ABN

Australian Business Number

Aboriginal Community Controlled Health Organisation (ACCHO)

Relates to the definition of Aboriginal Community Controlled Organisation (ACCO). 
A community-run primary healthcare service that provides comprehensive, culturally informed care for Aboriginal and/or Torres Strait Islander people. These services address not only physical health but also the social, emotional, and cultural wellbeing of individuals, families, and communities, aiming to support healthier, happier lives. 

Aboriginal Community Controlled Organisation (ACCO)

See Clause 44 of the National Agreement on Closing the Gap 2020:

Aboriginal and Torres Strait Islander community control is self-determined. An Aboriginal and/or Torres Strait Islander Community-Controlled Organisation delivers services, including land and resource management, that builds the strength and empowerment of Aboriginal and Torres Strait Islander communities and people and is:

a. incorporated under relevant legislation and not-for-profit

b. controlled and operated by Aboriginal and/or Torres Strait Islander people

c. connected to the community, or communities, in which they deliver the services

d. governed by a majority Aboriginal and/or Torres Strait Islander governing body

ACAR

Aged Care Approvals Round (ceased - replaced by Places to people system) 

ACAT

Aged Care Assessment Team (ceased - replaced by the Single Assessment System workforce)

ACFR 

Aged Care Financial Report 

ACHA

Assistance with Care and Housing for the Aged 

ACO

Aged Care Organisation

ACPP

Aged Care Provider Portal

ACPR

Aged Care Planning Regions

ACQSC

Aged Care Quality and Safety Commission

Act (the)

See Aged Care Act 2024 (the)

Active supervision

A provider supervision status level the Commission assigns where we’ve identified high-level risks that are most effectively dealt with at a provider level.

Activities of daily living

Routine tasks necessary to manage everyday needs, such as walking and moving around, eating, dressing, personal hygiene (oral, hair and skin care) and toileting/continence. In line with the person-centred intent of the Aged Care Act 2024, daily living activities can also refer to activities related to participating in daily life, such as but not limited to everyday general household tasks (setting table, laundry, gardening) and taking part in social, cultural, leisure and other lifestyle activities that are part of everyday life.

Administrative Review Tribunal (ART)

Organisation that undertakes independent reviews of decisions made by Australian Government ministers, departments and agencies (previously called the Administrative Appeals Tribunal)

Advance care planning

The voluntary process of planning for future health and personal care needs. It provides a way for an older person to make their beliefs, values and preferences for future medical care known to inform future medical decisions. If, that is, the older person can’t make or communicate these decisions themselves. Advance care planning isn’t a single event but an ongoing process and conversation that should be undertaken early and revisited regularly.

Advance care planning documents

A catch-all term to include documents that result from advance care planning. It includes advance care directives and advance care plans. An advance care directive is a document completed and signed by a competent older person who still has decision-making capacity regarding their future care and preferences for end-of-life care. In Australia, advance care directives are recognised by specific legislation or common law. Advance care directives can record the person’s preferences for future care and appoint a substitute decision-maker to make decisions about the person’s health care. An advance care plan captures what is known about a person’s beliefs, values and preferences in relation to future care decisions. But it doesn’t meet the requirements for statutory or common law recognition as a result of the person’s insufficient capacity. The document may provide helpful information to guide substitute decision-makers and health professionals but isn’t legally binding. (Advance Care Planning Australia, 2021, Advance Care Planning: Aged care implementation guide).

Adverse event

An incident that results, or could have resulted, in harm to an older person. A near miss is a type of adverse event.

Aged Care Act 1997 (the)

Part of the previous legislative framework, which outlined the obligations and responsibilities required of aged care providers to receive subsidies from the Australian Government. Replaced by the Aged Care Act 2024.

Aged Care Act 2024 (the)

Commenced from 1 November 2025, it’s the main law that sets out how the aged care system operates. The Aged Care Act 2024 (Aged Care Act) outlines the legal obligations of aged care providers to receive subsidies from the Australian Government to provide aged care services, and workers in the system. The Aged Care Act sets out the functions of the Aged Care Quality and Safety Commission as the national regulator of Australian Government-funded aged care and the functions of the Department of Health, Disability and Ageing. The Aged Care Act 2024 replaces the previous legislative framework, which includes the following:

• Aged Care Act 1997
• Aged Care Quality and Safety Commission Act 2018
• Aged Care Quality and Safety Commission Rules 2018
• Accountability Principles 2014
• Information Principles 2014
• Quality of Care Principles 2014
• Records Principles 2014
• User Rights Principles 2014.

Aged care advocate

A person who is independent of, and not employed by, the Commission, the Department of Health, Disability and Ageing or an aged care provider. They provide free, independent and confidential support, information and advocacy. This can include education about the rights of individuals under the Statement of Rights. For the legislative definition, see the Aged Care Act 2024.

Aged Care Complaints Commissioner

The Aged Care Complaints Commissioner (Complaints Commissioner) is responsible for handling complaints or other feedback related to a registered provider, responsible person, or aged care worker of a registered provider and is assisted by the staff of the Commission. The Complaints Commissioner is a separate statutory appointment sitting within the Commission. For the legislative definition, see the Aged Care Act 2024 [sections 356 and 357 ].

Aged care digital platform

An online enabled application, website or system operated to facilitate the delivery of services in the Australian aged care system. These aged care services may be government funded or non-government funded. For the legislative definition, see the Aged Care Act 2024 [section 187 ].

Aged Care Quality Standards

From commencement of the Aged Care Act 2024 on 1 November 2025, new Aged Care Quality Standards (strengthened Quality Standards) came into effect. They replaced the previous Aged Care Quality Standards defined under the previous legislative framework. Providers registered in categories 4, 5 and 6 must show, from 1 November 2025, that they meet the strengthened Quality Standards. The Commission will audit providers registered in these categories against the strengthened Quality Standards to inform registration decisions. For the legislative definition, see the Aged Care Act 2024.

Aged Care Rules (2025)

Commenced from 1 November 2025, the legislative rules that support the Aged Care Act 2024. The purpose of the rules is to provide further details on how the requirements of the Act are to be implemented and complied with.

Aged care volunteer visitor

A person who visits people accessing funded aged care services to provide companionship, social support or friendship to those who’re socially isolated or are at risk of social isolation. An ‘aged care volunteer visitor’ may be a: 

• volunteer
• independent aged care advocate
• a person who receives funding from the Department of Health, Disability and Ageing to provide companionship. 

For the legislative definition, see the Aged Care Act 2024.

Aged care worker

A person who a registered (or associated) provider employs or otherwise engages (including volunteers and independent contractors) to deliver funded aged care services. Please note when we refer to workers we mean aged care workers under the Aged Care Act 2024. An individual who’s registered as an aged care provider is also considered an aged care worker. For the legislative definition, see the Aged Care Act 2024 [subsection 11(4)].

AHPRA

Australian Health Practitioner Regulation Agency

ALIS

Aged Care Learning Information System

Allied health

Allied health professionals are health professionals who aren’t part of the medical, dental or nursing professions. They’re university qualified with specialised expertise in preventing, diagnosing and treating a range of conditions and illnesses. Allied health professionals often work within a multidisciplinary health team to provide specialised support for different patient needs

AN-ACC

Australian National Aged Care Classification (replaced Aged Care Funding Instrument – ACFI)

ANDI

Applications, Notifications, Determinations and Information system

Anticipatory medicines

Medicines prescribed and dispensed in preparation for a time when a person needs them. They’re used to manage symptoms in the home with the goals of rapid relief and avoiding unplanned or unwarranted admission to a healthcare facility.

Antimicrobial resistance (AMR)

Antimicrobial resistance occurs when bacteria, fungi and other germs develop the ability to stop the drugs (such as antibiotics) designed to kill them. That means that microbes that aren’t killed continue to grow, delaying a person’s recovery from the infection or causing further complications or death. Inappropriate use of antimicrobial medicines increases resistance, meaning that some medicines may no longer be effective for individuals or populations.

Antimicrobial stewardship

Efforts to reduce the risks related to increasing antimicrobial resistance (for example failure of an antimicrobial to inhibit a microorganism at the antimicrobial concentrations usually achieved over time with standard dosing regimens) and to extend the effectiveness of antimicrobial treatments. It can include a broad range of strategies, such as monitoring and reviewing how providers use antimicrobials.

Antimicrobials

A chemical substance that inhibits or destroys bacteria, viruses or fungi, and can be safely administered to humans and animals (National Safety and Quality Health Service (NSQHS) Standards, 2nd ed.).

APCS

Annual Prudential Compliance Statement

Approval period

Period from when the Commission makes a decision to approve a registered provider’s residential care home to the time it’s no longer covered by the registration of any registered provider, or we revoke (cancel) the approval. For the legislative definition, see the Aged Care Act 2024.

Approved residential care home

A residential care home the Commission approves for the delivery of residential care. Covered by the registration of a registered provider. For the legislative definition, see the Aged Care Act 2024.

APS

Australian Public Service

Aseptic technique

A set of practices aimed at minimising contamination. Particularly used to protect a person from infection during medical procedures (National Safety and Quality Primary and Community Healthcare (NSQPCH) Standards, 2021).

Assistive Technology and Home Modifications (AT-HM)

Assistive technology is equipment or devices that help a person do things they can't do because of a disability. Home modifications are custom-built changes to a home to help a person access and use areas of the home. To provide this type of aged care service, a provider must be registered in category 2. AT-HM is a short-term support pathway available under the Support at Home Program. Refer to the Department of Health, Disability and Ageing’s website for more information and the Assistive Technology and Home Modifications List (AT-HM List).

Associated provider

Provide services under arrangement with a registered provider, such as a subcontractor. For the legislative definition, see the Aged Care Act 2024 [subsection 11(6 )].

Assurance (regulatory assurance)

The Commission's process of assessing relevant information to understand whether providers have effective controls in place to demonstrate they’re capable, competent and committed to meeting their regulatory obligations. Assurance activities are ongoing and repeatable until we’ve determined that there is sufficient evidence to be assured the provider is meeting their obligations.

AT

Assistive Technology

AT-HM

Assistive Technology and Home Modifications

Audit

The Commission has a program of audits for providers registered in categories 4, 5 and 6 to inform provider registration decisions, including renewal and variations of registration conditions. The audit assesses provider conformance with the strengthened Quality Standards. This includes examining a provider’s systems, processes and operations. (See conformance)

Authorised Commission officer

An employee of the Commission appointed by a delegate of the Commissioner under section 525 of the Aged Care Act 2024 to exercise powers and perform functions under the Act. They must meet certain training and qualification requirements. For the legislative definition, see the Aged Care Act 2024.

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B

Banning order

Prohibits or restricts current and former registered providers, aged care workers and responsible persons from delivering (or being involved in delivering) funded aged care services. This can also include people who haven’t previously worked in aged care. For the legislative definition, see the Aged Care Act 2024.

Behaviour support plan

Residential aged care providers are required to have a behaviour support plan in place for any resident who experiences changed behaviours (see changed behaviours). Plans are also for any resident who may require the use of restrictive practices as part of their care to manage identified risks of harm. Plans include information on:

• assessment
• monitoring
• review
• evaluation
• provision of consent.

Behaviour support plans enable providers to reference information about the older person to improve their care provision and quality of life and ensure that restrictive practices are used as a last resort. (Aged Care Quality and Safety Commission, 2022)

Bereavement support

Bereavement support includes the emotional, psychosocial and spiritual support provided to families and loved ones before and after a person’s death. It’s designed to help people cope with grief, loss and adjustment. Bereavement support may look different in different communities, depending on the lived experiences and cultural backgrounds of those involved.

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C

CALD

culturally and linguistically diverse

Campaign

A coordinated Commission program of evidence-informed activities focused on a specific sector risk or issue. It promotes understanding of key regulatory matters and encourages changes to improve older people’s experiences of aged care.

Care and services plan

A document (or set of documents) describing a person’s funded aged care service needs, including the clinical care they receive to meet those needs. Care and services plans include relevant information about a person’s needs, goals and preferences and describe how and when providers deliver services in line with these. For the legislative definition, see the Aged Care Act 2024 .

Care delivery location (CDL)

A location where a provider is delivering care or services to older people in the community, including the provider’s premises that an older person may go to as part of their care and service delivery. For example, the place where they attend a meeting about their service agreement or assessment and planning. Also referred to as registration categories 4 and 5 care delivery locations.

Carer

A partner, family member or friend who provides unpaid care, support and help to an older person. This doesn’t include employees of the provider, or people the provider contracts or pays to provide funded aged care services, or people who help as a volunteer (Carer Recognition Act 2010). Please note, carers are included as supporters under the Aged Care Act 2024. For the legislative definition, see the Aged Care Act 2024.

Change in circumstance

Any material change or event, prescribed by the Aged Care Rules, that can impact:

• a provider’s suitability or operations
• the suitability of responsible persons of providers.

1. For registered providers

Registered providers must notify the Commissioner of any change of a kind prescribed by the Aged Care Rules. These changes may include:

• a change that is substantial or considerable in nature and materially affects the suitability of a provider registered to deliver funded aged care services
• a change relating to suitability matters of a responsible person
• changes in service types, associated providers, financial and prudential matters, governance arrangements or organisational structure.

The Commissioner must be notified within 14 days of becoming aware of the change.

legislative definition, see the Aged Care Act 2024 [Section 167]

2. For responsible persons of providers

Responsible persons must notify the registered provider if there is a change in circumstances relating to a suitability matter about themselves. This notice must also be given within 14 days.

legislative definition, see the Aged Care Act 2024 [Section 169]

Changed behaviours

Defined by Dementia Support Australia as ‘any behaviour which causes stress, worry, risk of, or actual harm, to the person, carers, family members or those around them’. There are many reasons why the behaviour of a person with cognitive impairment can change, including physical changes in the brain. Changes may also be related to a person’s environment, health or medication. Cognitive impairment can affect a person’s ability to control how they respond to situations. Changed behaviours are often the result of distress and can be a signal that an older person needs something or that their medical condition is changing.

Choking

Complete or partial obstruction of the airway by inhalation and lodging of a foreign body, such as food (Vic Health). When the airway is partially blocked, breathing is difficult, however when the airway is completely blocked, a person is unable to breathe. Choking is a medical emergency (Queensland Government, Choking) and can be a life-threatening condition.

CHSP

Commonwealth Home Support Programme

Clinical care

Health care that encompasses the prevention, treatment and management of illness or injury, as well as the maintenance of psychosocial, mental and physical wellbeing. It includes care provided by doctors, nurses, pharmacists, allied health professionals and other regulated health professionals. Organisations providing clinical care are expected to make sure it:

• is best practice
• meets the older person’s needs
• optimises the older person’s health and wellbeing.

Clinical frailty

A syndrome of physiological decline that occurs in later life and is associated with vulnerability to adverse health outcomes. Older people who are frail are less resilient to stressors, for example acute illness and trauma. They’re also at an increased risk of:

• adverse outcomes
• procedural complications
• falls
• extended stays in hospital or respite care
• disability
• death.

Old age alone doesn’t define frailty, and frailty isn’t an inevitable consequence of ageing

Clinical governance

An integrated set of leadership behaviours, policies, procedures, responsibilities, relationships, planning, monitoring and improvement mechanisms. They’re implemented to support safe, quality clinical care and good clinical outcomes for each older person. The purpose of clinical governance in aged care is to support the workforce and visiting practitioners in a service to provide safe, quality clinical care as part of a holistic approach to aged care. This approach is based on the needs, goals and preferences of older people.

Clinical governance framework

A provider's organisational approach for ensuring safe, effective and high-quality clinical care for older people. It includes systems, processes and responsibilities that guide providers to deliver the best clinical care for older people while improving and monitoring health outcomes.

Clinical information system

A system, which may include digital components, that a healthcare or aged care provider uses to manage older people’s clinical information. It supports all clinical activities including:

• admission
• transfer and discharge
• care planning
• medication management
• ordering diagnostic tests.

It should ensure clinical information required for transitions of care, for health professionals or workers, can be safely stored, accessed and updated in line with legislative and relevant standards requirements.

Cognitive impairment

Reduced function in one or more of the areas of memory, communication, attention, thinking and judgement. This can be temporary or permanent. It can affect:

• a person’s understanding
• their ability to carry out tasks or follow instructions
• their recognition of people or objects
• how they relate to others
• how they interpret the environment.

As each person’s experience is different, understanding each person is important to communicate effectively and provide the right care. Although dementia and delirium are common causes of cognitive impairment, cognitive impairment can result from many other conditions and in people of any age.

Commission

Aged Care Quality and Safety Commission

Commissioner

Aged Care Quality and Safety Commissioner

Commonwealth Home Support Programme (CHSP)

An Australian Government grants program providing entry-level home support for older people who require assistance to keep living independently at home and in their community. The Commonwealth Home Support Programme will be integrated into the Support at Home program no earlier than 1 July 2027.

Communication barriers

Something that prevents an older person from understanding the information they receive or others from being able to understand them. Language, cognitive impairment and physical conditions can all create barriers to communication that can be addressed with appropriate supports (VicHealth).

Complainant

A person who contacts the Commission and raises a concern about the care or services being provided to a person receiving Australian Government-funded aged care services.

Complaint

An expression of dissatisfaction with any aspect of a provider’s, responsible person's or aged care worker's obligations that requires the Commission to facilitate resolution.

Compliance

A registered aged care provider or aged care worker meeting their obligations under the Aged Care Act 2024 and other relevant legislation.

Compliance notice

A written notice given to a registered provider by the Commissioner or System Governor when:

• there’s evidence the provider hasn’t complied, or isn’t complying with their obligations under the Aged Care Act 2024
• the Commissioner or System Governor is aware of information that suggests the provider isn’t complying with their obligations under the Aged Care Act [sections 481 and 482 ].

Comprehensive care

Involves teams of health professionals working together and communicating effectively to plan, manage and coordinate care with the older person, their family and carers. It requires providers to have systems and processes in place to support this, and to foster a collaborative and person-centred culture. (NSQHS Standards, 2nd ed.)

Conciliation

A process where a complaints officer assists a person making a complaint and a provider or aged care worker to reach mutually agreeable outcomes to:

• resolve the issues raised in the complaint
• remedy the situation
• restore the older person's trust in the care they are receiving.

Condition of registration

The conditions imposed on a registered provider, including any specific conditions of registration the Commission may impose as a response to non-compliance. Registered providers have obligations and conditions of registration they must comply with, including any specific conditions placed on their registration. Some conditions apply to all providers, other conditions are specific to a category and only apply to some providers. For more information on conditions on provider registration, see the Aged Care Act 2024 [section 142].

Conflict of interest

A serious incompatibility between 2 or more opinions, principles, or interests. The Australian Public Service Commission [link to be included] defines 2 types of conflict of interest – real or actual, and apparent or perceived: 

• A real or actual conflict of interest occurs where there’s a direct conflict between the public duty and personal interests of an employee that improperly influences the employee in the performance of their duties.
• An apparent or perceived conflict of interest occurs where it appears that an employee’s personal interests could improperly influence the performance of their duties, but this isn’t in fact the case.

Conformance

When the Commission audits a registered provider in categories 4, 5 and 6 against the strengthened Quality Standards, we assess them to understand the degree to which they’re meeting (conforming) with their obligations under the strengthened Quality Standards. Audits are conducted for the purpose of informing registration or registration renewal decisions. There are 4 conformance gradings:

• minor non-conformance
• major non-conformance
• conformance
• exceeding conformance.

Conformant software

Conformance typically relates to national digital health infrastructure, such as My Health Record, secure messaging and the Healthcare Identifiers Service. Conformant software is software that has been assessed for conformance with national digital health requirements. A list of conformant software is available from the Australian Digital Health Agency (ADHA). Initiatives are underway to partner directly with software developers to ensure their software products for the aged care sector are conformant with My Health Record. This is so that more products that support clinical information and medication management can be connected. (Australian Digital Health Agency, 2025)

Consumer advisory body

Made up of people who receive care from a service. Its role is to give feedback on the quality of the funded aged care services they receive to the provider’s governing body. It’s a condition of registration that a registered provider offers older people receiving funded aged care services, and their supporters, the opportunity to establish a consumer advisory body. The registered provider’s governing body must consider any feedback the consumer advisory body gives them when making decisions relating to the quality of the funded aged care services they deliver.

Contemporary, evidence-based practice

Evidence-based practice is an approach to care that integrates:

• the best available research evidence
• clinical expertise
• the values of the older person.

It involves translating evidence into practice, also known as knowledge translation, and ensuring that stakeholders (health professionals, older people, family and carers) are aware of and use research evidence to inform their health and healthcare decision-making’. The intervention, treatment or care provided is based on the best available evidence, which providers use to achieve the best possible outcomes for older people.

Continence

A person’s ability to control their bladder and bowel.

Continuity of care

Processes to ensure that everyone who cares for an older person knows, and has information about, their care and service needs, choices and preferences. This helps to ensure that there are no gaps when the responsibility for the delivery of funded aged care services is transferred between people within an organisation or different organisations.

Continuous improvement

A systematic, ongoing effort to raise an organisation’s performance in achieving outcomes for older people and improving funded aged care services. It:

• is person-centred and responds to the needs and feedback of older people
• supports the workforce to improve and innovate in providing safe and quality funded aged care services
• is part of a quality system that assesses, monitors and improves the quality and safety of funded aged care services.

Essential to continuous improvement is:

• a person-centred focus
• innovation
• involvement and accountability of key stakeholders:
  • people receiving aged care and their supporters
  • staff and volunteers
  • committee and board members
  • advocates
• achievement through planned steps
• regular monitoring and evaluation of progress.

Continuous Improvement Plan

A plan, in writing, which sets out:

1. How a registered provider intends to improve the quality of funded aged care services they deliver.

2. If the Commissioner imposed a condition on the registration of the registered provider under subsection 143(1), which relates to the quality of funded aged care services delivered by the registered provider—how the registered provider intends to comply with that condition.

For the legislative definition, see the Aged Care Act 2024.

Contractor and subcontractor

Any person who carries out funded aged care services on behalf of the registered provider, or administration or maintenance for an organisation under contract.

Coordinated care

Health and aged care systems can be difficult to navigate, especially for people with multiple conditions or complex, long-term healthcare needs. Coordinating care so that relevant information is transferred between providers (for example, a GP and a specialist) and settings (for example, emergency department and residential aged care) is crucial if an older person is to receive consistent, cohesive care. The goal of coordinated care is to ensure that all providers and organisations involved in an older person’s care have the information they need to provide the right type of care, at the right time. This is achieved through establishing cooperative, ongoing relationships between the older person and:

• aged care services
• their family, carer and substitute decision maker
• their healthcare providers.

Critical information

Information that is critical to the safe delivery of quality funded aged care services. Specific information that is critical is required to be defined by providers, relevant to the scope of service.

Culturally safe care

Culturally safe funded aged care services are planned and delivered in a way that is spiritually, socially, emotionally and physically safe and respectful for older people. Culturally safe care and services ensure that providers and workers respect an older person’s identity so that who they are and what they need isn’t questioned or denied. Only those receiving care can determine whether funded aged care services are culturally safe. For Aboriginal and Torres Strait Islander peoples, culturally safe practice is the ongoing critical reflection on provider knowledge, skills, attitudes, practising behaviours and power differentials to ensure safe, accessible and responsive care and services free from racism.

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D

DAC

Daily accommodation contribution

DAP

Daily accommodation payment 

Decision-making supporter (supporter)

Someone who the System Governor (Department of Health, Disability and Ageing) registers and has authorisation to assist an older person to make their own decisions. Supporters enable older people to retain control over their choices while receiving appropriate support. Support is only to be to the extent necessary to maintain the person’s ability to make decisions. For the duties of supporters, see the Aged Care Act 2024 [section 30 ].

Deeming

A process where the Department of Health, Disability and Ageing transitioned government-funded aged care providers operating before the Aged Care Act 2024 came into effect, so they are registered as providers on and from 1 November 2025.

Delegate (decision maker)

A Commission staff member who holds a position to which the Commissioner or Complaints Commissioner has delegated powers to make decisions and exercise regulatory functions under the Aged Care Act 2024.

Delirium

Where a person’s consciousness, attention, cognition and perception are disrupted or disturbed. Delirium tends to fluctuate during the day. It’s a serious condition that can be prevented in 30–40% of cases and should be treated promptly and appropriately. Delirium can be:

• hyperactive – the person has heightened arousal, or can be restless, agitated and aggressive
• hypoactive – the person is withdrawn, quiet and sleepy.

(NSQHS Standards, 2nd ed.).

Dementia

A collection of symptoms that are caused by disorders affecting the brain. It’s not one specific disease. Dementia affects thinking, behaviour and the ability to perform everyday tasks. Brain function is affected enough to interfere with the person’s normal social or working life.

Deprescribing

The process of tapering (reducing) or stopping medicines, which aims to:

• discontinue potentially inappropriate medicines
• minimise inappropriate polypharmacy
• improve a person’s health outcomes.

Also referred to as ‘de-escalation’.

Deterioration

Physiological, psychological or cognitive changes that may indicate a significant worsening of the older person’s health.

Digital clinical information system

The software the provider uses to enter, store and retrieve an older person’s clinical information.

Dignity of risk

The concept that all adults have the right to make decisions that affect their lives and to have those decisions respected, even if there’s some risk to themselves. Dignity of risk means respecting this right. Funded aged care services need to strike a balance between respect for the older person’s autonomy and the protection of their other rights (such as safety, shelter). Unless it’s unlawful or unreasonably impacts the rights of others.

Dining experience

Includes the environment, setting, service and atmosphere and the way food and drink are provided. This must be done in a way that supports the older person’s needs, preferences and choices.

Dining needs

An older person’s specific dining needs includes consideration of any dietary needs, including allergies, intolerances, relevant health risks and conditions. It also includes any religious or cultural preferences.

Discrimination (of older people)

Discrimination happens when a person, or a group of people, are treated less favourably than another person or group because of their background or certain personal characteristics.

Diversity

The varied needs, characteristics and life experiences of older people, which may be social, cultural, linguistic, religious, spiritual, psychological, medical or care needs. Also refers to diverse gender and sexuality identities, experiences and relationships, including lesbian, gay, bisexual, transgender or intersex persons.

DoHDA

Department of Health, Disability and Ageing 

DRR

Detailed resolution report 

DSS

Department of Social Services

DTC

Day Therapy Centre 

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E

EA

Enterprise Agreement

Eating and drinking with acknowledged risk (EDAR)

Choosing to eat and drink things that have a health risk is called eating and drinking with acknowledged risk. This reflects an older person’s ability to make choices about their food and drink, even where this carries risks such as foods being difficult to swallow.

Empowering (older people)

Refers to the process of enabling people to gain control over the factors and decisions that shape their lives.

EN

Enrolled Nurse 

End-of-life care

The period when an older person is living with, and impaired by, a fatal condition, even if trajectory is ambiguous or unknown. This period may be:

• years in the case of older people with chronic or malignant disease
• very brief in the case of older people who suffer acute and unexpected illnesses or events, such as sepsis, stroke or trauma.

(NSQHS Standards, 2nd ed.)

End-of-life planning conversations

The purpose of an end-of-life care conversation will depend on the circumstances of the older person. End-of-life discussions may include talking to the older person, their loved ones and health professionals about their beliefs, values, goals and preferences for the care and treatment in the last days, weeks or months of their life.

Evidence-based practice

Evidence-based practice (EBP) is an approach to care that integrates the best available research evidence with clinical expertise and the person’s values.

Exceeding grade (exceeding conformance)

See conformance.

External health professionals

People who provide health care, treatment and advice based on formal training, qualifications and experience. This includes nurses, doctors, dentists, pharmacists, specialists and allied health professionals the provider doesn’t employ or contract.

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F

Facilitate access

Access is defined as opportunity to reach and obtain appropriate care in situations of need for care, services or equipment. Facilitating access may include:

• referral
• follow up
• scheduling appointments
• arranging transport
• identifying the appropriate device or health professional
• ensuring availability of care, services or equipment
• safety of the older person.

(Levesque, Harris and Russell, 2013.)

Faecal incontinence

The observation of involuntary loss of faeces (when faeces is solid or when faeces is liquid). (Adapted from the International Continence Society Glossary.)

Fall

An event that results in a person coming to rest inadvertently on the ground or floor, or another lower level. (NSQHS Standards, 2nd ed.)

Feedback (received by providers)

Information that the organisation actively gathers to gauge how happy the people receiving aged care are with their care and services and whether they have any ideas for improving things. When asking for feedback, an organisation may receive complaints and compliments.

Financial and Prudential Standards

Set out the minimum requirements for good financial and prudential management of registered providers of government-funded aged care. Made up of 3 updated, focused standards:

• Financial and Prudential Management
• Liquidity
• Investment.

For the legislative definition, see the Aged Care Act 2024.

FND

Food, nutrition and dining

Freedom of information (FOI)

Requires that government agencies publish a broad range of information under the Freedom of Information Act 1982 (FOI Act). The aim is for the Commission to provide clarity and transparency to our approach to regulation.

Functional decline

The deterioration of a person’s physical or cognitive functioning. It results in a person being less able to engage in activities of daily living. Hospitalisation can create unintended adverse impacts on older people, and the most common adverse impact is functional decline. Functional decline can take the form of:

• under-nutrition and dehydration
• decreased mobility and loss of independence
• accelerated bone loss
• delirium and depression
• pressure ulcers
• skin tears
• incontinence.

(SA Health, n.d.)  

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Goals of care

Clinical and other goals for an older person’s care that are identified with the older person and their supporters using a shared decision-making process.

Governance

The rules, practices, processes and systems an organisation uses to direct and manage that organisation and its services. The set of relationships and responsibilities established by an organisation between its executive, workforce and stakeholders (including older people). Governance incorporates the processes, customs, policy directives, laws and conventions affecting the way an organisation is directed, administered or controlled. Governance arrangements provide the structure for setting the corporate objectives (social, fiscal, legal, human resources) of the organisation and the means to achieve the objectives. They also specify the mechanisms (processes) for monitoring performance. Effective governance provides a clear statement of individual accountabilities within the organisation to help align the roles, interests and actions of different people in the organisation to achieve the organisation’s objectives. (NSQHS Standards, 2nd ed.)

Governing body

Governing body of a registered provider means either:

• the registered provider is a body corporate incorporated, or taken to be incorporated, under the Corporations Act 2001, that has a board of directors – the board of directors
• otherwise – the person or the group of persons responsible for the executive decisions of the registered provider.

For the legislative definition, see the Aged Care Act 2024.

GPMS

Government Provider Management System

Graded assessment

See conformance. 

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Health professionals

People who provide health care, treatment and advice based on formal training, qualifications and experience. This includes nurses, doctors, dentists, pharmacists, specialists and allied health professionals not employed or contracted by the provider.

Healthcare identifiers

Unique numbers assigned and used in health-related information to clearly identify:

• the older person
• the treating professional
• the organisation where health care is provided.

They reduce the potential for errors with health care related information and communication. In Australia, the Healthcare Identifiers Service (HI Service) is a national system for uniquely identifying healthcare providers, healthcare and aged care organisations and people receiving health care.

Heightened supervision

The highest supervision status in the Commission’s Supervision Model. It’s given to the providers that present the highest risk to the safety, quality of care, health and wellbeing of older people accessing their funded aged care services.

High-risk medicines

Medicines that have an increased risk of causing significant harm or death if they’re misused or used in error. High-risk medicines may vary between hospitals and other settings, depending on the types of medicines used and people being treated. Errors with these medicines aren’t necessarily more common than with other medicines. Because they have a low margin of safety, the consequences of errors with high-risk medicines can be more devastating. At a minimum, the following classes of high-risk medicines should be considered:

• medicines with a narrow therapeutic index
• medicines that present a high risk when other system errors occur, such as administration via the wrong route (for example, a liquid medicine for oral administration administered via an IV route).

Holistic

A holistic approach means to provide support that looks at the whole person. In the provision of clinical care, the provider should consider the older person’s physical, mental and emotional, social and spiritual wellbeing (adapted from NSW Health definition).

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IAT

Integrated Assessment Tool

ICT

Information and communications technology 

IHACPA

Independent Health and Aged Care Pricing Authority 

IMS

Incident management system

Incident

Any act, omission, event or circumstance that occurs in connection with the provision of care or services that:

• has (or could reasonably be expected to have) caused harm to an older person or another person such as a worker or family member
• is suspected or alleged to have (or could reasonably be expected to have) caused harm to an older person or another person
• the provider becomes aware of and has caused harm to an older person.

(NSQHS Standards, 2nd ed.)

Incident management

The various actions and processes required to conduct the immediate and ongoing activities following an incident. Incident management includes steps to support the implementation of the best practice principles of incident management such as:

• identification, immediate action to reduce risk and harm, notification, initial assessment and prioritisation
• analysis, investigation and classification
• implementation of recommendations and action plan
• feedback and continuous improvement.

Incontinence associated dermatitis (IAD)

Incontinence associated dermatitis is a type of skin irritation or damage, due to prolonged contact with urine or faeces. It’s often characterised by redness, inflammation and skin breakdown.

Infection

The invasion and reproduction of pathogenic (disease-causing) organisms inside the body. This may cause tissue injury and disease. (NSQHS Standards, 2nd ed.)

Infection prevention and control (IPC)

The system, plan and processes which an organisation uses to prevent and manage the spread of infection. The scope and complexity of a program will depend on the nature of the care the organisation provides, the context and the risk.

Infection prevention and control (IPC) Lead

All aged care homes must have an ongoing infection prevention and control (IPC) Lead onsite. An IPC Lead advises on and oversees the measures a service has in place to prevent and respond to infectious diseases. The IPC Lead:

• must be a registered nurse who’s completed – or is in the process of completing – the required specialist infection prevention and control training
• must be employed by and report to the aged care provider
• must work onsite and be dedicated to an aged care home
• observes, assesses and reports to the provider the IPC measures the residential aged care home has in place
• helps develop IPC procedures
• is the key infection control contact for the aged care provider
• may have a broader role in the aged care home.

(Department of Health, Disability and Ageing, 2025)

Information management system

An analogue or digital system that enables an organisation to create and manage information, including records and data. Management of information includes capturing information, creating records, and storing, protecting and disposing of information.

Informed consent

An older person’s decision, given voluntarily, to agree to a clinical care treatment, procedure or other intervention that’s made:

• following the provision of accurate and relevant information about the intervention and alternative options available
• with adequate knowledge and understanding of the benefits and material risks of the proposed intervention relevant to the older person.

Injury

Damage to tissues caused by an agent or circumstance. (NSQPCH Standards, 2021)

Inspection

A heightened monitoring activity authorised Commission officers have undertaken exercising powers under the Aged Care Act 2024 and Regulatory Powers (Standard Provisions) Act 2014 to collect information about:

• the presence or extent of detected risks and harms
• a registered provider's or aged care worker's compliance with their obligations under the Aged Care Act.

Interoperability

The ability of systems or products to share information with each other without the user (person) needing to be involved.

Interoperability is made possible by the implementation of agreed-upon standards.

Introduction, Situation, Background, Assessment, Recommendation (ISBAR) framework

The ISBAR framework represents a standardised approach to communication which can be used in any situation. It stands for Introduction, Situation, Background, Assessment and Recommendation.

Invasive devices

Devices inserted through the skin, mucosal (tissue lining the body’s internal surfaces) barrier or internal cavity, to deliver air, nutrition, fluids or medicines, or to remove fluids and bodily waste. These devices include central lines, peripheral lines, urinary catheters, chest drains, peripherally inserted central catheters and endotracheal tubes.

Investigation

The planned and systematic gathering and analysis of evidence related to:

• actual or potential non-compliance of a provider or aged care worker with their aged care responsibilities
• an alleged or suspected breach of an offence or civil penalty provision by a provider or worker
• a provider’s statutory duty of care
• whether a worker or former worker is suitable to continue to be involved in the provision of aged care.

Investigations can also be undertaken under the functions of the Complaints Commissioner.

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K

KPI

Key performance indicator 

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Last days of life

The hours, days or, occasionally, weeks when a person’s death is imminent. This is sometimes referred to as the period when a person is actively dying. (ACSQHC, 2023)

Lifestyle changes

A range of recreational, social and therapeutic activities designed to enhance the physical, emotional and psychological wellbeing of older people residing in aged care homes. These activities aim to promote social interaction, cognitive stimulation and physical movement. This contributes to an improved quality of life. Lifestyle activities should be suited to the person's capabilities and linked to their identity, goals and interests. Examples include arts and crafts, music therapy, gentle exercise, gardening and social outings. (Aged Care Research & Industry Innovation Australia (ARIIA), 2023)

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Major non-conformance

See conformance.

Management of risk

Involves thinking about what could happen if someone is exposed to a hazard and how likely it is to happen. Managing risks involves a step-by-step approach including:

• identifying hazards
• assessing the risks
• controlling the risks
• reviewing control measures.

MBS

Medicare Benefits Scheme 

Mediation

A process where an independent mediator assists the complainant and provider to resolve the issues in a complaint.

Medication

The person requiring medicine is the focus of the medication management system. Medication management systems are required to ensure the safe and quality use of medicines. Such systems can include:

• manufacturing
• compounding
• procuring
• dispensing
• prescribing
• storing
• administering
• supplying
• monitoring the effects of medicines.

The system also includes decision making and rules, guidelines, support tools, policies and procedures that are in place.

Medication administration

The process of giving a dose of medicine to a person or a person taking or self-administering a medicine.

Medication management

Practices used to manage the provision of medicines, including how:

• medicines are selected, ordered and supplied
• older people take medicines or are assisted to take them
• medicines use is recorded and reviewed
• medicines are stored and disposed of safely
• medicines use is supported, monitored and evaluated.

Medication management occurs at both individual and services levels. Medication management has also been described as a cycle, pathway or system, which is complex and involves several different health professionals. The older person is the central focus. The system includes manufacturing, compounding, procuring, dispensing, prescribing, storing, administering, supplying and monitoring the effects of medicines. It also includes decision making, and rules, guidelines, support tools, policies and procedures that are in place to direct the use of medicines.

Medication reconciliation

A formal process of obtaining a ‘best possible medication history’ and verifying a complete and accurate list of each older person’s current medicines. Then, determining if the medicines the older person is taking are the same as those that are prescribed and intended to be taken.

Medication review

A systematic, comprehensive and collaborative assessment of medicine use and management for an older person. Medication review aims to optimise their medicines and outcomes of therapy by providing a recommendation or making a change. It includes the objective of reaching an agreement with the older person about medicine use in the context of overall treatment. This optimises the impact of medicines, minimises the number of medication-related problems and reduces waste. Medication review is related to but distinct from medication reconciliation.

Medication

The person requiring medicine is the focus of the medication management system. Medication management systems are required to ensure the safe and quality use of medicines. Such systems can include:

management system

• manufacturing
• compounding
• procuring
• dispensing
• prescribing
• storing
• administering
• supplying
• monitoring the effects of medicines.

The system also includes decision-making, and rules, guidelines, support tools, policies and procedures that are in place to direct the use of medicines.

Medicine

A chemical substance given with the intention of preventing, diagnosing, curing, controlling or alleviating disease, or otherwise improving the physical or mental wellbeing of people. These include prescription, non-prescription, investigational, clinical trial and complementary medicines, irrespective of how they’re administered.

Medicine side-effect

Any unwanted or unexpected effects of a medicine or vaccine. Side-effects can also occur due to interactions with other medicines, food or alcohol. Not all side-effects are serious.

Medicine-related adverse event

An adverse event is an incident that results, or could have resulted, in harm to a person using health or aged care services. Medicine-related adverse events are those which may have been caused by a medicine (NSQHS Standards, 2nd ed.)

Medicines list

Prepared by a health professional, a medicines list contains, at a minimum:

• all medicines an older person is taking, including over-the-counter, complementary, prescription and non-prescription medicines. For each medicine, the medicine name, form, strength and directions for use must be included
• any medicines that shouldn’t be taken by the older person, including those causing allergies and adverse drug reactions. For each allergy or adverse drug reaction, the medicine name, the reaction type and the date on which the reaction was experienced should be included.
• Ideally, a medicines list also includes the intended use (indication) for each medicine. It’s expected that providers or workers update and correct the medicines list at the time of transfer (including clinical handover) or when services cease. And that they tailor it to the audience for whom it’s intended (that is, individual or health professional).

Mental health

Mental health relates to the psychological, social and emotional wellbeing of individuals. Being mentally healthy is ‘more than just the absence of an illness, rather a state of overall wellbeing’

Promoting positive mental health in older people means creating environments and supports that enable:

• social connection
• participation in meaningful or enjoyed activities
• a sense of coping with the stressors of everyday life.

Mental illness

A mental illness is a condition a medical professional diagnoses that significantly affects how a person thinks, feels and interacts with other people. Mental illnesses, such as depression, anxiety, schizophrenia and bipolar disorder, are diagnosed according to standardised criteria.

Mental illness isn’t an inevitable part of ageing, but people who have longstanding or episodic mental illness may continue to require support and treatment as they age. Emerging mental illness may present differently in older people.

Minor non-conformance

See conformance.

Monitoring

Regulatory activities the Commission undertakes to collect information about a registered provider's or aged care worker's compliance with their obligations under the Aged Care Act 2024. The activities also help us understand if providers are appropriately managing risks and harms.

Monthly care statements

Monthly care statements given to older people living in residential care or their supporters outlining the funded aged care services they’ve received and any significant changes or events in the previous month.

MPS

Multi-purpose service 

Multidisciplinary care

Comprehensive care that is planned and delivered by a group of health professionals from a range of disciplines, they work together to address as many of the older person’s needs as possible.

My Health Record

The My Health Record system is the Australian Government’s digital health record system that holds My Health Records. It was previously known as a Personally Controlled Electronic Health Record (PCEHR) or eHealth record.

A My Health Record is an online summary of a person’s health information. It allows doctors, hospitals and certain other healthcare providers (such as a physiotherapist) involved in the person’s care to view their health information. People can also access their My Health Records online.

The My Health Records Act 2012, My Health Records Rule 2016 and My Health Records Regulation 2012 create the legislative framework for the My Health Record system. (Office of the Australian Information Commissioner (OAIC), n.d.)

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N

NAPS

National Approved Provider System (ceased - replaced by GPMS)

NATSIFACP

National Aboriginal and Torres Strait Islander Flexible Aged Care Program 

NCHC

National Criminal History Check

NDIA

National Disability Insurance Agency 

NDIS

National Disability Insurance Scheme 

Near miss

An incident or potential incident that was averted and didn’t cause harm but had the potential to do so.

Needs, goals and preferences

An older person’s needs, goals and preferences refers to their personal:

• goals of care, including in relation to wellness, independence, reablement (getting back function and strength) and social connections
• needs, including identified care needs such as personal care, social engagement, clinical care, food, cultural, religious and spiritual needs
• preferences about the way care is delivered and the things they do and don’t like.

NIA

No Immediate Action (letter) 

Non-conformance 

See conformance.

NSAF

National Aged Care Screening and Assessment Form (ceased – replaced by the IAT) 

Nutritious

Refers to foods that:

• make a substantial contribution towards providing a range of nutrients
• have an appropriate nutrient density
• contain substances a person needs and can use to stay healthy.

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O

Older person or older people

A person (or people) receiving Australian Government-funded aged care services. Reference to an older person can also include a supporter of the older person receiving aged care services. Please note, older person or older people has the same meaning as individuals under the Aged Care Act 2024. (See decision-making supporter)

Open disclosure

Open discussions with older people, their family, carers and other support people about incidents that have caused harm, or had the potential to cause harm, to the older person. It involves:

• an expression of regret
• a factual explanation of what happened
• the potential consequences
• what steps the provider is taking to manage this and prevent it happening again.  

Oral health

The condition of a person's teeth and gums, as well as the health of the muscles and bones in their mouth.

Oral hygiene

The maintenance or oral cleanliness for the preservation of health. (Australian Dental Association 2022)

Organisational culture

The culture of an organisation is characterised by how people behave, what’s prioritised and how processes are owned and improved by the workforce. A culture of safety and quality will be person-centred, driven by information, and organised for quality and safety.

Others involved in the older person’s care

Any people or organisations who’re involved in delivering care, services or supports to older people. It may involve other aged care providers, health professionals, health services, community organisations, supporters, family or carers.

Outcome

The status of a person, group of people or population that is wholly or partially because of an action, person, object or circumstance (NSQPCH Standards, 2021).

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Pain

An unpleasant sensory and emotional experience associated with, or resembling that associated with, actual or potential tissue damage.

Pain management

Pain management involves:

• pain identification
• pain assessment
• pain treatment
• monitoring and evaluation of effectiveness.

Accurate and timely identification of pain requires ongoing vigilance for signs of pain in an older person from those involved in their care. (Pain Management Guide Toolkit for Aged Care, 2nd Edition, 2021)

Pain-related communication barriers

Pain can be difficult to identify in older people partly because of reliance on self-reports about the type and level of pain. Many older people can and will talk about their pain, while others don’t self-report their pain. This can be due to reluctance to talk about it (due to attitudes and beliefs) or due to a lack of ability to communicate because of cognitive impairment, communication impairment or pain. In such cases, people caring for the older person should look for pain behaviours and any causes of pain or discomfort. (Pain Management Guide Toolkit for Aged Care, 2nd Edition, 2021)

Palliative care

Person and family-centred care provided for a person with an active, progressive and advanced disease. They have little or no prospect of cure, are expected to die, and the primary goal is to optimise quality of life. Palliative care is care that helps people live their life as fully and as comfortably as possible when living with a life-limiting or terminal illness. It identifies and treats symptoms which may be physical, emotional, spiritual or social. It’s an approach that improves the quality of life of older people and their carers and families who’re facing the problems associated with life-limiting illness. It does this through the prevention and relief of suffering by means of early identification and correct assessment and treatment of pain and other problems, whether physical, psychosocial or spiritual.

Parent or holding company

A body corporate that has a subsidiary. 

See also section 46 of the Corporations Act 2001. 

Partnership

A working relationship between 2 or more people. Partnership refers to organisations finding ways to work with older people, their family and carers. It involves listening to their needs, goals and preferences to plan their funded aged care services.

PBS

Pharmaceutical Benefit Scheme 

PCI

Plan for continuous improvement 

Personal care

Services such as bathing, showering, dressing, feeding and toileting.

Personal information

Information or an opinion about an identified individual, or an individual who is reasonably identifiable:

1. whether the information or opinion is true or not; and
2. whether the information or opinion is recorded in a material form or not.

Personal information is protected under the Privacy Act 1998 and the Aged Care Act 2024, which requires providers and the Commission to ensure individuals' personal information is secure.

For the legislative definition, see the Aged Care Act 2024.

Person-centred care

An approach to the planning, delivery and evaluation of care that is founded on partnerships between providers and the older person. Person-centred care is respectful of, and responsive to, the preferences, needs and values of the older person. To achieve person-centred care, providers and workers need to:

• work in partnership with older people
• recognise that every person is unique and value the person’s voice, including the knowledge they bring about their care needs
• enable the experiences and expertise of older people to help shape decisions about care at the level of the organisation, service and person.

PGPA

public governance performance and accountability 

Police check

The requirement to get a report about a person’s criminal conviction record that is issued by either the Australian Federal Police or a state or territory police force or service.

Policies

Statements of intent that provide guidance on the standards we expect providers to achieve in line with regulatory and contemporary practice.

Polypharmacy

The use of multiple medicines to prevent or treat medical conditions. It’s commonly defined as the concurrent use of 5 or more medicines by the same person. Medicines include prescription, complementary and non-prescription (or over-the- counter) medicines. See also inappropriate polypharmacy.

Prescriber

A health professional who is authorised by legislation to issue a prescription for the supply of medicines. Pharmaceutical Benefits Scheme (PBS) prescribers include doctors, dentists, optometrists, midwives and nurse practitioners who are approved to prescribe PBS medicines under the National Health Act 1953.

Pressure injuries

Injuries of the skin and underlying tissue, usually over a bony prominence, caused by unrelieved pressure, friction or shearing. They occur most commonly on the sacrum and heel but can develop anywhere on the body. A pressure injury can also be referred to as a pressure ulcer. (NSQHS Standards, 2nd ed.)

Preventative care

Any action taken to keep older people healthy, and prevent or avoid risk or poor health, illness, injury and early death.

Pro re nata (PRN)

In relation to medications, this means ‘taken as needed’.

Procedural fairness

The process followed by decision makers to ensure decisions are fair by providing all interested parties to a complaint or a decision the right to:

• be heard
• be treated without bias
• be informed of, and respond to, allegations
• information about the status of the complaint or decision.

Procedures

Documents that clearly describe how processes within the organisation must be performed and who is responsible for them.

Process

A series of actions or steps taken to achieve a particular goal.

Provider obligations

The set of obligations registered providers are required to comply with to deliver Australian Government-funded aged care services to older people. Under the Aged Care Act 2024, these obligations include:

• conditions of registration
• quality of care
• upholding rights of older people
• financial management
• worker screening.

Failure of a registered provider to comply with one or more of their obligations could result in a risk-proportionate, rights respecting regulatory response from the Commission.

Provider registration

An organisation or person must apply and be registered by the Commission in one or more registration categories to deliver funded aged care services.

Provider resolution

Where the Commission refers a complaint to a provider to resolve. The Commission requires the provider to provide a report about what action they have taken to resolve the complaint.

Provider supervision

A Commission-wide approach designed to ensure that all parts of the Commission work in concert to manage provider risk. Providers assessed to be high risk will experience a greater intensity of supervision and engagement from the Commission in response to the risks identified.

See Regulatory Strategy 2025–26.

Psychological safety

A feeling or mental state that influences positive and proactive behaviours such as asking questions, reporting errors and open communication. Psychological safety is also associated with strong interpersonal relationships and an effective organisational culture that includes collaboration, trust and innovation. This ensures an older person’s safety. (Ito, Sato, Yumoto et al., 2022)

Psychotropic medicines

Psychotropic medications are ‘any drug capable of affecting the mind, emotions and behaviour’. The 3 main classes of psychotropics prescribed are:

• antidepressants
• anxiolytic/hypnotics (mostly benzodiazepines to manage anxiety and insomnia)
• antipsychotics.

Other types of psychotropics include classes include anticonvulsants and stimulants.  

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Quality and safety culture

A culture of quality and safety prioritises the safety of older people and the quality of their funded aged care services in all aspects of the decision-making. Culture is led from the top. Commitment from leaders and managers is key. Their actions and attitudes influence the perceptions, attitudes and behaviours of their workforce. Other important aspects include:

• shared perceptions (understanding) of the importance of quality and safety
• constructive communication
• mutual trust
• a workforce that is engaged and always aware that things can go wrong
• acknowledgement at all levels that mistakes occur
• ability to recognise, respond to, give feedback about, and learn from, complaints and incidents.

Quality Bulletin

The Commission’s monthly newsletter for aged care providers. It shares the latest information about our work, provider responsibilities and changes affecting the sector.

Quality care

Funded aged care services that:

• keep older people safe from preventable harm
• are person-centred
• are provided with kindness and compassion
• respond to the holistic needs of the older person
• aim to improve the older person’s wellbeing
• are inclusive, culturally safe, trauma aware and healing informed
• are effective, providing the right care to meet the older person’s needs, goals and preferences
• are smoothly coordinated when care is provided by the workforce, health professionals and external providers.

Quality care advisory body

Providers registered in certain registration categories are required to set up a body to advise and report to their governing body on the quality of the funded aged care services delivered. For the legislative definition, see the Aged Care Act 2024 [section 158].

Quality improvement

Quality improvement is a system of regularly reviewing and refining systems, processes and practices to improve them. It uses specific methods and tools to achieve a measurable improvement in care quality and outcomes. (Department of Health, Disability and Ageing, 2024)

Quality of life

An older person's perception (belief) of their position in life. It takes into consideration their environment and their goals, expectations, standards and concerns. It includes their emotional, physical, material and social wellbeing.

Quality Standards

See Aged Care Quality Standards.

Quality use of medicines (QUM)

Using medicines safely and effectively to optimise therapeutic benefits and to minimise harm. QUM is a broad approach to the management of medicines. It emphasises the importance of appropriate prescribing to minimise misuse, overuse and underuse of medicines.

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RAP

Reconciliation Action Plan 

RAS

Regional Assessment Services (ceased - replaced by the Single Assessment System workforce) 

Reablement

A process the older person directs to:

• support restoration of function
• adapt to some loss of day-to-day function
• regain confidence and capacity for daily activities.

It may promote independence, capacity or social and community connections. Reablement focuses on rebuilding or re-establishing the daily living skills and community connections of older people. Reablement is often goal oriented. It aims to build a person’s skills, strength or function to provide them greater independence and engagement. It enables them to undertake activities and reduce reliance on their aged care services. A reablement approach to care and service delivery means that providers actively work with older people to:

• understand the things they like to do
• understand the things that may be inhibiting their independence
• work with them to identify goals and strategies to help them achieve these goals.

Strategies could include training in a new skill, modifying an older person's home environment or having access to equipment or assistive technology.

Reconciliation Action Plan (RAP)

Provides a structured approach to advance reconciliation. The 5 key priorities of the Commission’s Innovate RAP relate to:

• targeted recruitment and focus on retention strategies being implemented
• embedding cultural safety practices
• celebrating national events of significance
• broadening of stakeholder engagement
• exploring opportunities during aged care reform.

For more information, see Innovate - Reconciliation Action Plan (August 2023-25) | Aged Care Quality and Safety Commission

Refundable accommodation contribution (RAC)

A government-subsidised lump sum payment for an individual’s accommodation costs in a residential aged care home. It is calculated by the provider. See Accommodation payments and contributions for residential aged care | Australian Government Department of Health, Disability and Ageing

Refundable accommodation deposit (RAD)

A lump-sum payment made by an individual for their accommodation costs in a residential aged care home. It is the accommodation price they agreed on with their provider. See Accommodation payments and contributions for residential aged care | Australian Government Department of Health, Disability and Ageing

Registered provider

An entity who is registered by the Commissioner to deliver aged care services. A registered provider can be:

• an individual
• a body corporate
• a body politic
• a partnership
• any other unincorporated association with a governing body.

A registered provider is registered in one or more provider registration categories, depending on the service types the provider delivers.

For the legislative definition, see the Aged Care Act 2024. 

Registered supporter

Registered supporters help older people make and communicate their own decisions about their aged care services and needs. This includes speaking with providers and the Commission. Registered supporters can request, access and receive information about the older person they support. Becoming a registered supporter does not provide a person with decision-making authority for the older person.

Registration

See provider registration.

Registration category

An organisation or person must be registered as a provider in one or more provider registration category. Categories are based on types of services. The 6 categories are:

1. Home and community services
2. Assistive technology and home modifications
3. Advisory and support services
4. Personal care and care support in the home or community (including respite)
5. Nursing and transition care
6. Residential care (including respite).

Registration period

When the Commission decides to register an organisation or person as a registered provider, they will usually be registered for 3 years.

For the legislative definition, see the Aged Care Act 2024.

Regularly

Occurring at recurring intervals. The Commission determines for each case the specific interval for regular review, evaluation, audit or monitoring. Under the strengthened Aged Care Quality Standards, the interval should be:

• consistent with best practice
• risk based
• determined by the subject and nature of the activity.

(NSQPCH Standards, 2021)

Regulated entity

Includes registered providers, associated providers, aged care workers and online digital platforms.

Regulatory approach

The overall strategy, principles and methods the Commission takes to oversee and respond to risk within the aged care sector when undertaking our regulatory functions. The Commission uses any and all monitoring, compliance and enforcement actions in response to non-compliance with a provider’s or worker's obligations. See Draft Regulatory Strategy 2025-26 | Aged Care Quality and Safety Commission

Regulatory Bulletin

A targeted communication to assist providers to understand how specific requirements and processes fit into the overarching aged care regulatory framework. It articulates expectations and underlying reasons for the Commission's approach. See Regulatory Bulletins | Aged Care Quality and Safety Commission

Regulatory notice or formal regulatory notice

If a provider isn’t meeting their obligations, the Commission, or System Governor (Department of Health, Disability and Ageing), may issue a regulatory notice.

Depending on the type of regulatory notice, the provider may be required to:

• take certain actions
• refrain from (stop doing) certain actions
• have a penalty issued to them.

Regulatory officer

Staff performing the Commission’s regulatory functions. A regulatory officer can be at any level within the Commission and includes:

• decision makers
• delegates
• the executive.

Regulatory Powers (Standard Provisions) Act 2014

Provides the legislative authority for Commission authorised officers to conduct monitoring and investigation activities of registered providers.

Regulatory risk

The risk of harm to the safety, health, wellbeing and quality of life of older people receiving aged care due to providers or workers failing to meet their aged care obligations, or by individuals who aren’t suitable to be involved in providing aged care.

Regulatory Strategy 2025–26

Outlines the Commission’s rights-based, risk-led, proportionate approach to the regulation of aged care. This is so older people and the sector know how we will work to uphold the rights of older people so they experience safe, quality aged care through regulating the obligations for providers, workers and responsible persons. This includes outlining the Commission’s approach to holding providers, responsible persons and workers accountable through:

• managing complaints
• risk analysis
• provider supervision and monitoring
• compliance and enforcement activities.

See Draft Regulatory Strategy 2025-26 | Aged Care Quality and Safety Commission

Renewal of registration

Providers need to apply to the Commission to renew their registration, usually after 3 years, to keep delivering aged care services.

Reportable incident

An event or set of circumstances that resulted, or could have resulted, in unintended or unnecessary harm, loss or damage to a person that a provider is required to report to the Commission. An incident includes one of the following types that a registered provider is required to report to the Commission:

• unreasonable use of force against the individual
• unlawful sexual contact, or inappropriate sexual conduct, inflicted on the individual
• psychological or emotional abuse of the individual
• unexpected death of the individual
• stealing from, or financial coercion of, the individual by an aged care worker of the provider
• neglect of the individual
• use of a restrictive practice in relation to the individual (other than in accordance with any requirements prescribed in the Aged Care Rules)
• unexplained absence of the individual in the course of the delivery of funded aged care services to the individual.

For the legislative definition, see the Aged Care Act 2024 [section 16]

Required action notice

A formal written notice issued by the Commissioner, Complaints Commissioner, or System Governor to a registered provider, outlining specific actions the registered provider must take.

For the legislative definition, see the Aged Care Act 2024.

Residential care home 

The place of residence of individuals who have a continuing need for aged care services, including nursing services, which is fitted, furnished and staffed to provide those services.

For the legislative definition, see the Aged Care Act 2024. 

Respite care

Short term service designed to provide temporary relief for caregivers and support for older people needing short-term care.

Responsible person

For any registered provider that isn’t a government entity, a responsible person is:

• any person who is responsible for the executive decisions (including a member of the governing body) of the registered provider
• any other person who has authority or responsibility for, or significant influence over, planning, directing or controlling the activities of the registered provider.

For any registered provider, including a government entity, a responsible person is:

• any person who has responsibility for overall management of the nursing services delivered by the provider, or overall management of the nursing services delivered at an approved residential care home of the provider, and who is a registered nurse
• any person who is responsible for the day-to-day operations of a residential care home or service delivery branch of the provider.

For the legislative definition, see the Aged Care Act 2024

Restrictive practices

A restrictive practice is any practice or intervention that has 

the effect of restricting the rights or freedom of movement of 

a person. Under the Aged Care Act 2024, there are 5 types of restrictive practices: 

1. Chemical restraint
2. Environmental restraint
3. Mechanical restraint
4. Physical restraint
5. Seclusion. 

For the legislative definition, see the Aged Care Act 2024

Reviewable decision

A decision the Commissioner or Complaints Commissioner makes under the Aged Care Act 2024 or Aged Care Rules 2025 that an affected entity or person can request to be reconsidered by the decision maker.

For a list of reviewable decisions, see the Aged Care Act 2024 [sections 556, 557 and 558].

Revocation

The Commission or a registered provider can initiate a revocation. A revocation ends the provider’s registration. The provider can no longer receive subsidies and can no longer provide government funded aged care services.

Risk proportionate

The Commission’s evidence-based approach to regulation focuses on directing response to the areas of greatest risk and potential maximum impact to the safety, health, wellbeing and quality of life of older people. 

See Draft Regulatory Strategy 2025-26 | Aged Care Quality and Safety Commission

Risk surveillance

The Commission undertakes ongoing surveillance and oversight of all providers at all times to identify and respond to risks. In the absence of any specific risk or compliance concerns, providers will have a 'surveillance' supervision status. Providers who only require surveillance represent the lowest risk group.

RN

Registered Nurse 

Roles and responsibilities

The position a worker holds and the tasks and duties they perform within the service. Roles and responsibilities should be made clear so everyone who cares for older people understands their role in quality care.

Routinely collected information

Also called administrative data, routinely collected information is generated as part of an organisation carrying on its day-to-day business. Such information includes:

• the demographics of people using the service
• the number of people using the service
• expenditure and income data.

Providers can use this information to monitor, analyse and improve their services. 

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S

SA

Services Australia

Scope of practice

The extent of a worker’s approved clinical practice, based on their:

• skills
• knowledge
• professional registration (where applicable)
• performance and professional suitability
• the needs and service capability of the organisation.

(NSQPCH Standards, 2021)

Sensory impairment

An impairment or deficit in one or more senses. This includes vision, hearing, touch, smell, spatial awareness, balance and taste. Common sensory impairments include:

• deafness and hearing loss
• blindness and low vision
• balance disorders.

Serious offence

An offence under an Australian law or a state offence that has a federal aspect. Punishable by a maximum penalty of imprisonment for life or 5 or more years. This includes murder or sexual assault.

Service agreement

A written agreement between a registered provider and individual accessing funded aged care services. It sets out the funded aged care services that the provider will deliver in accordance with the requirements for service agreements prescribed in the Aged Care Rules.

Making a service agreement is a negotiation between the individual and their registered provider.

For the legislative definition, see the Aged Care Act 2024.

Service environment

The physical environment where a provider delivers funded aged care services. Includes the service or site where providers deliver funded aged care services to older people, such as:

• in a day therapy centre
• centre-based respite delivered in a community centre
• in an aged care home
• in day and overnight respite services (cottage).

It doesn’t include environments such as community centres, shopping centres and GP clinics. The provider may take older people for appointments or excursions to these places but the environment is not under the control of the provider.

Service type

The services providers are registered to deliver based on their registration category.

For the legislative definition, see the Aged Care Act 2024

SES

Senior Executive Service 

Significant failure

A registered provider’s or responsible person’s conduct that represents a significant departure from the conduct that could reasonably be expected from them, in relation to their obligations.

For the legislative definition, see the Aged Care Act 2024

Single Assessment System

The Single Assessment System workforce has brought together and replaced the:

• Regional Assessment Service
• Aged Care Assessment Teams
• independent Australian National Aged Care Classification (AN-ACC) assessment organisations.

Assessment organisations are funded to conduct aged care home funding assessments as well as all aged care needs assessments for:

• in-home aged care
• flexible aged care programs
• residential respite
• entry into residential aged care.

SIRS

Serious Incident Response Scheme 

Spiritual care

Spiritual care involves caring for the whole person holistically incorporating the needs of mind, body and spirit. This holistic approach can enhance spiritual wellbeing and improve health and quality of life. Spiritual care recognises and responds to a person’s spiritual needs by supporting them to find meaning, purpose, hope. As well as helping them to transcend loss, grief, disability, illness and pain (Meaningful Ageing Australia).

Standard national terminology

Standard national terminology is a structured vocabulary healthcare providers use in clinical practice to accurately describe the care and treatment of patients. Healthcare providers around the world use specialised vocabulary to describe diseases, operations, clinical procedures, findings, treatments and medicines.

In Australia, terminologies include SNOMED CT® -AU and Australian Medicines Terminology. (Australian Digital Health Agency)

Statement of Principles

See section 25 of the Aged Care Act 2024.

Statement of Rights

The Aged Care Act 2024 includes a statement of rights which outlines the rights that older people will have when accessing aged care services. See section 23 of the Aged Care Act 2024.

Subcontracting

Entering into an arrangement with an associate provider for delivery of care or services.

Substitute decision-maker

A person appointed or identified by law to make health, medical, residential and other personal (but not financial or legal) decisions on behalf of an older person whose decision-making capacity is impaired. A substitute decision-maker may be appointed by the older person, appointed for (on behalf of) the person, or identified as the default decision-maker by legislation, this varies by state and territory.

(NSQPCH Standards, 2021)

Supervision Model

A Commission-wide regulatory approach designed to ensure that all parts of the Commission coordinate and work consistently to manage provider risk. A key element includes assigning a supervision status to all registered aged care providers. There are 4 supervisory statuses that escalate in terms of the intensity of the Commission’s intervention in responding to identified risks. The 4 levels of supervision, increasing in order of the risk and resourcing, are:

1. risk surveillance
2. targeted supervision
3. active supervision
4. heightened supervision.

See Regulatory Strategy.

Support at Home (SAH)

Replaced the Home Care Packages Program and Short-Term Restorative Care Programme from 1 November 2025. The Support at Home Program (SAH) intends to deliver a simpler and more equitable aged care system for older people that supports them to remain at home for longer. SAH will ensure improved access to services, equipment and home modifications. This will help older people remain healthy, active and socially connected to their community.

Supported decision-making

Supported decision-making is a framework within which a person with impaired cognitive function or decision-making capacity can be assisted to make safe, informed decisions. It’s based on the premise that everyone has the right to make their own decisions and to receive whatever support they require to do so.

Suspension

The Commission or a registered provider can initiate a suspension to a provider’s registration. A suspension of a provider’s registration stops Australian Government funding for the period of the suspension, but the provider still needs to comply with their obligations while the registration is suspended.

System

The resources, policies, processes and procedures that are organised, integrated, regulated and administered to accomplish a stated goal.

System Governor

The Secretary of the Department of Health, Disability and Ageing. For the legislative definition, see the Aged Care Act 2024.

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T

TCP

Transitional Care Program

Telehealth

Telehealth consultations provide patients with a consultation through video or telephone instead of face to face. It uses the transmission of images, voice and data between 2 or more sites using telecommunications (phone or video call) to provide health services. Including clinical advice, consultation, education and training services. (Australian Digital Health Agency, 2024)

Timely

What is considered reasonable in best practice, considering:

• how important or time critical the action is to an older person's ongoing care or wellbeing
• the context in which the service is provided and the clinical acuity of the older person.

Transitions of care

Situations when all or part of an older person's care is transferred between locations, organisations, providers or levels of care within the same location. As the older person's condition and care needs change. (NSQHS Standards, 2nd ed.)

Trauma-aware and healing-informed care

Trauma-aware and healing-informed care recognises that most older people have experienced trauma in their lives and considers how this may impact them when providing care. Providers and workers must use trauma-aware and healing-informed approaches to restore wellbeing and enable older people to self-manage and control their care decisions. As part of trauma-informed care, providers and workers should:

• understand the effects of trauma on the older person (including through assessment)
• promote safety and trust (create a safe environment, interact in a respectful way)
• empower older people (provide transparency, informed consent, collaboration, choice and control)
• build connections, focus on strengths and promote quality of life.

Trust

A trust is a relationship that involves one entity (the trustee) holding property and/or other assets for the benefit of another entity (the beneficiary). 

A registered provider may deliver funded aged care services through a trust.

A trust is not an entity as defined in the Aged Care Act 2024.

Trustee

The entity responsible for holding assets for the benefit of another entity (the beneficiary) through a trust. 

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U

Urinary catheter

A hollow tube that drains urine directly from the bladder.

Urinary incontinence

The observation of involuntary loss of urine. (Adapted from the International Continence Society Glossary)

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V

Validated assessment tool

An assessment tool that has been tested for reliability to:

• produce consistent and true results
• have the probability of correctly identifying a patient with the condition.

Providers should use validated assessment tools to complete nursing and clinical assessments.

Variation (of registration)

The Commission or a registered provider can initiate a variation to a provider’s registration. A variation is a change to a provider’s registration. This may be:

• adding a new condition to a provider’s registration
• changing or revoking a condition of a provider’s registration, for example, where a provider has taken action to respond to a risk
• removing a particular registration category from their registration
• reducing or extending the registration period
• removing one of the approved residential care homes from their registration.

Volunteers

See aged care worker.

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W

Wellbeing

Wellbeing is a positive state an older person experiences to give a sense of meaning and purpose. It encompasses an older person's physical, spiritual, emotional and mental health and is strongly linked to quality of life.

WHS

Work health and safety 

Worker

A person who is employed, hired, retained or contracted by the provider (whether directly or through an employment or recruiting agency) to provide care or other services. This includes volunteers. (See Aged care worker, Workforce)

Worker screening

Assessment of whether a person who works, or seeks to work, with older people poses a risk to them.

Workforce

People working in an organisation who are responsible for:

• maintenance or administration
• delivering funded aged care services
• support of, or involvement with, older people.

A member of the workforce is anyone the organisation employs, hires, retains or contracts

(directly or through an employment or recruitment agency) to provide maintenance or administration or deliver funded aged care services under the control of the organisation. It also includes volunteers who provide funded aged care services for the organisation. People in an organisation’s workforce include:

• employees and contractors (this includes all staff employed, hired, retained or contracted to provide services under the control of the organisation)
• allied health professionals the organisation contracts
• kitchen, cleaning, laundry, garden and office staff the organisation employs either directly or under contract.

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