The information on this page is for home services; this includes home care services, Commonwealth Home Support Programme (CHSP) services and flexible care services through which short-term restorative care is provided in a home care setting.
National Aboriginal and Torres Strait Islander flexible care program will have a quality review under the Quality Framework.
Key changes under the new Commission Act and Rules
For information about key changes impacting providers please see our Key Changes page where you can access fact sheets including the following:
What is a quality review?
A quality review is conducted every three years and is the process of reviewing the quality of services delivered against the Home Care Standards or Flexible Care Standards (applicable standards). The process includes a notification of a quality review, a site visit, an interim quality review report and then a final quality review report.
Notification of site visit
A quality review must include a site visit to the premises of the provider of the service. The Aged Care Quality and Safety Commissioner (Commissioner) will give the service written notification of the date or dates of the site visit to the premises of the provider; and the form of words for telling care recipients and their nominated representatives about the site visit.
If the Commissioner considers that the provider of the service is not complying with the applicable standards they are not required to provide notification of the site visit.
Informing care recipients and representatives
If the provider has been advised of the dates of the site visit, the provider must take all reasonable steps to use the form of words in the written notice, to tell each care recipient and their nominated representative about the site visit.
Conducting ongoing self-assessment assists home services to ensure they maintain and improve their performance. Providers will be requested during quality reviews to provide self-assessment information that demonstrates their performance against the applicable standards. Providers may use their own self-assessment tools and methods or they may choose to use our template.
Quality review site visit
Upon arrival at the premises quality assessors will request consent to enter premises and exercise search powers for regulatory purposes. The quality assessors will show their credentials and give the person of the service who is in charge at the service a letter confirming the visit.
Quality assessors will assess the quality of care and services provided through the home service against the applicable standards. Quality assessors use the following process to gather and corroborate information:
- interview staff and management about systems, processes and practices
- sample care recipient records
- review documents such as policies, procedures, agreements and registers
- interview available care recipients or representatives
- observe the environment, any activities in progress and any interaction with care recipients or representatives.
As part of the quality review, quality assessors may conduct a site visit to premises on which the service is provided. This may include the site of a contractor of the provider or the home of a care recipient receiving home care services.
Interviews with care recipients or representatives
Care recipients or representatives may contact the Aged Care Quality and Safety Commission (Commission) and provide feedback about the care and services they receive prior to the quality review.
If a care recipient or representative asks to meet the quality assessors during the site visit, the home service provider must take all reasonable steps to assist the assessors to meet privately with the care recipients or representatives.
Interim quality review report
The quality assessors will provide an interim quality review report with their assessment of the provider’s performance in relation to the service against the applicable standards to the Commission within 7 days of the site visit. A copy of the report will then be given to the provider as soon as practicable.
If the provider wishes to respond to the report they will have 14 days to do so after they receive the report.
Final quality review report
The Commissioner will prepare a final quality review report within 20 days of the day the interim quality review report was given to the provider. The report will include an assessment of the provider’s performance in relation to the service against the applicable standards. The report will specify any areas for improvement should there be any failure to meet the standards, the timetable for making those improvements and arrangements for assessment contacts.
Failure to meet standards