Standard 3 - Requirement (3) (a)
Each consumer gets safe and effective personal care, clinical care, or both personal care and clinical care, that:
i) is best practice; and
ii) is tailored to their needs; and
iii) optimises their health and well-being
Intent of this requirement
This requirement sets out the expectation that organisations do everything they can to provide safe and effective personal and clinical care. This means organisations make sure that the personal and clinical care they provide is:
a. Best practice
Organisations are expected to refer to relevant national guidance about how to deliver safe and effective care and to implement this in their services. It’s understood that there isn’t always strong evidence for all aspects of clinical and personal care. However, where there is evidence, services should use this to provide best practice care. This provides the best possible basis for decisions about the type of care provided to meet consumers’ identified needs, as well as the way the organisation provides that care.
b. Tailored to their needs
Organisations are expected to make sure that personal and clinical care is tailored and based on an assessment of a consumer’s needs, goals and preferences. This means working with the consumer making any reasonable changes to tailor care and providing support to help consumer’s understand and make informed decisions about their options. This includes how much they want to manage these options themselves.There may be times when an organisation can’t meet a consumer’s needs and preferences. In these cases, the organisation should explain this to the consumer and discuss how it will affect them so that the consumer can understand the reasons and look at other options. This is to help the consumer make an informed decision about their care and services.
c. Optimising the consumer’s health and well-being
Safe and effective personal or clinical care improves the consumer’s well-being, including:
- physical and mental state
- spiritual and emotional life (feelings, thoughts, beliefs, attitudes)
- social life (relationships, attitudes, cultural values and the influences of those around them, such as family and community).
- What systems does the organisation have to identify and apply up-to-date guidance on best practice for delivering personal or clinical care? How do the organisation’s policies, procedures, and care models reflect this?
- How does the organisation monitor whether they tailor and deliver personal and clinical care in line with the consumer’s needs, goals and preferences?
- How does the organisation make sure that they have sufficient numbers and the right mix of workforce members, with the right skills, to meet consumers’ personal and clinical care needs?
- How does the organisation ask for feedback from consumers and their representatives, about how the personal and clinical care delivered meets their needs and optimises their health and well-being? How can the service show that they acted in response to any negative feedback?
- How does the organisation provide or help consumers to access other providers, organisations or individuals to improve their health and well-being? (Such as allied health and other therapies.)
- Does the organisation monitor how effective their care practices are in meeting this requirement? How is the delivery of personal and clinical care reviewed and improved in response to any deficits?
- How does the organisation develop the competency and knowledge of the workforce to provide personal and clinical care that is tailored to the consumer and reflects best practice?
- What processes are in place to provide personal and clinical care in line with the Charter of Rights and Responsibilities? This includes practices that make sure consumers have information and support to make decisions about their care.
Examples of actions and evidence
- Consumers say they are confident they are getting care that is safe and right for them.
- Consumers say they are getting care that reflects their individual needs and situation.
- Consumers say the personal or clinical care received supports their health and well-being.
Workforce and others
- Management of the organisation can describe how they deliver personal and clinical care in line with the service’s practices and policies for safe and effective care.
- Management of the organisation can describe how they deliver personal and clinical care in line with the consumer’s needs, goals and preferences.
- The workforce can give examples of how the organisation tailored personal or clinical care to optimise the consumer’s health and well-being.
- The workforce can describe how they set up and monitor that the personal and clinical care they provide is best practice and where they go to get information or advice on best practice.
- The workforce can describe how the organisation supports them to deliver personal and clinical care that is best practice and meets the needs of each consumer. They can also describe what they would do if they weren’t able to deliver best practice care or saw others delivering care that wasn’t best practice.
- The workforce can describe the communication processes the organisation uses to provide updates on new or revised practices for safe and effective care.
- Policies, procedures and assessment tools show that best practice guides the personal and clinical care that the workforce provides.
- Evidence that the organisation’s approach to providing personal and clinical care meets the needs of diverse consumers. This includes Aboriginal and Torres Strait Islander consumers.
- Evidence that the organisation has reviewed or audited service delivery records to make sure they are in line with best practice guidelines and the needs, goals and preferences of consumers.
- Records reflect how the organisation makes decisions about best practice guidelines for personal and clinical care and ways to meet best practice approaches.
- Evidence of how the organisation keeps improving its performance against this requirement. This includes how it changes its policies, procedures and practices based on best practice evidence.
- Workforce orientation, training or other records that show how the organisation supported the workforce to meet this requirement.