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Resource Type
Guides & Handbooks

This booklet aims to give guidance on how to:

  • create an effective, resolution focused complaints system in aged care services and how to enhance existing processes
  • maintain compliance with Standard 6
  • encourage a positive, blame-free culture around complaints handling in aged care services by fostering an understanding of the complaints process and how it affects the people involved, and setting out the essential elements for the effective management of complaints within a service including skills, procedures and policies.
Better practice guide to complaints handling in aged care services front cover

Resource Type
Guides & Handbooks

This guidance provides information for providers to help them to develop and embed a best practice incident management system which enables them to respond to and manage specific incidents and near misses by assessing:

Guidance cover

Resource Type
Guides & Handbooks

This guidance on the Serious Incident Response Scheme is for residential aged care providers. The Scheme comes into effect on 1 April.

Australians have a right to live free from abuse and neglect as a matter of human rights, current law and reasonable community expectation. These rights, which do not diminish with age, include the right to live dignified, self-determined lives, free from exploitation, violence and abuse. In addition, consumers of Commonwealth-funded aged care services have specific rights and expectations for safe and quality care and services. 

Image of Serious Incident Response Scheme Guidelines for residential aged care providers

Resource Type
Guides & Handbooks

Practical guidance to support COVID-19 outbreak management planning and preparation in residential aged care facilities

Image of Outbreak management planning in aged care guidance thumbnail

Resource Type
Brochures & Posters
Guides & Handbooks

To support the aged care sector during the COVID-19 pandemic, the Commission is developing a range of new storyboards that are designed to illustrate key behaviours and priority issues.

COVID-19 storyboards image

Resource Type
Guides & Handbooks

These translated guides will help you understand what to expect if someone has COVID-19 in your residential aged care service, including that a number of changes will take place. These changes will be made very quickly. You might be anxious when these changes take place but the aim is to keep you safe.

Image of 'What to expect guide' - cover image

Resource Type
Guides & Handbooks

COVID-19 is an infection that can be more serious for some older people. The Commission has developed a range of resources to help consumers understand their options on staying safe, keeping in touch with loved ones and keeping fit and active.

These translated guides provide useful information on how to stay safe in a time of COVID-19.

Image of the cover of 'How to stay safe guide'

Resource Type
Fact sheets
Guides & Handbooks

The advice in this resource has been prepared by the Aged Care Quality and Safety Commission’s Chief Clinical Advisor Dr Melanie Wroth, to support residential aged care services across Australia in preparing for and responding to a COVID-19 outbreak, complementing the earlier version that was for Victorian providers. The advice is informed by the Commission’s involvement in monitoring and supporting providers to identify and mitigate pandemic-related risks, including managing an outbreak in their service, and the lessons learned from these experiences.

picture of cover of 'Are you alert and ready' document

Resource Type
Guides & Handbooks

This advice has been prepared by the Aged Care Quality and Safety Commission’s Chief Clinical Advisor Dr Melanie Wroth, to support home services delivering aged care in Victoria in preparing for and responding to a COVID-19 outbreak.

The advice is informed by the Commission’s national involvement in monitoring and supporting providers to identify and mitigate pandemic-related risks, including managing continued delivery of services in ways that reduce the risk of COVID-19 infection and transmission, and ensuring appropriate infection control practices are used by home care staff.

Are you alert and ready - Home Care Services cover image

Resource Type
Fact sheets
Guides & Handbooks

The advice in this resource has been prepared by the Aged Care Quality and Safety Commission’s Chief Clinical Advisor Dr Melanie Wroth, to support residential aged care services in Victoria in preparing for and responding to a COVID-19 outbreak. The advice is informed by the Commission’s involvement in monitoring and supporting providers to identify and mitigate pandemic-related risks, including managing an outbreak in their service, and the lessons learned from these experiences.

picture of cover of 'Are you alert and ready' document

Resource Type
Fact sheets
Guides & Handbooks

Six steps for safe prescribing antipsychotics and benzodiazepines in residential aged care.

If you’re thinking of prescribing these medicines to manage the behaviours and psychological symptoms of dementia, follow these 6 steps.

Six steps for safe prescribing screenshot

Resource Type
Guides & Handbooks

What are psychotropic medications? 

Psychotropic medications are ‘any drug capable of affecting the mind, emotions and behaviour'

The three main classes of psychotropics prescribed are antidepressants, anxiolytic/hypnotics (mostly benzodiazepines to manage anxiety and insomnia) and antipsychotics. Other psychotropic classes include anticonvulsants and stimulants. 

Cover image of Psychotropic medications used in Australia information for aged care

Resource Type
Guides & Handbooks

As part of its responsibilities for protecting and enhancing the safety, health, well-being and quality of life of aged care consumers, the Aged Care Quality and Safety Commission has identified and developed a range of best practice strategies and tools for providers of aged care to engage with consumers and their representatives.

To inform this piece of work, we have undertaken a literature review of co-design and consumer engagement.

Consumer engagement in aged care - Literature review cover pic

Resource Type
Guides & Handbooks

The Aged Care Quality and Safety Commission has identified and developed a range of best practice strategies and tools for providers of aged care to engage with consumers and their representatives.

This resource recognises that placing consumers at the centre of their care is fundamental to quality care outcomes. This means significantly deepening engagement and developing a mutual partnership with consumers in all aspects of the planning, delivery and evaluation of care and services.

Working with aged care consumers cover pic

Resource Type
Brochures & Posters
Guides & Handbooks
Presentations

Aged Care Quality Standards Storyboards - downloadable storyboard resources to assist consumers and staff to understand the Quality Standards.

Standards Storyboards Resource image

Resource Type
Guides & Handbooks

The Aged Care Quality and Safety Commission is helping providers to understand issues and their responsibilities around minimising the use of chemical and physical restraint. This includes ensuring that providers are appropriately documenting each instance of use.

Image of PRN stickers guide

Resource Type
Guides & Handbooks

An activity to raise awareness of the importance of identity culture and diversity

Design your care activity brochure - thumbnail image

Resource Type
Guides & Handbooks

A practical guide developed by the Working Group on Influenza Outbreaks in Residential Care Facilities on behalf of the Communicable Diseases Network of Australia. The purpose of the document is to assist residential care services and carers by providing best practice information for the prevention and management of influenza outbreaks in residential care facilities.

Cover image Guidelines for the Prevention, Control and Public Health Management of Influenza Outbreaks in Residential Care Facilities in Australia

Resource Type
Brochures & Posters
Guides & Handbooks

Open disclosure is the open discussion that an aged care provider has with people receiving aged care services when something goes wrong that has harmed or had the potential to cause harm to a person receiving aged care service. With more than 1.3 million people receiving care in Australia, this is a crucial activity for providers to support continuous improvement within their service.

cover image of open disclosure framework and guidance PDF

Resource Type
Forms
Guides & Handbooks

This self-assessment tool aims to help aged care service providers record how their use of chemical restraints is managed. It relates to consumers who are prescribed psychotropic medication(s) (particularly anti-psychotics and benzodiazepines), including for PRN (as needed) use.

Cover image of self-assessment tool for psychotropic medication use