Standard 4 - Requirement (3) (a)
Each consumer gets safe and effective services and supports for daily living that meet the consumer’s needs, goals and preferences and optimise their independence, health, well-being and quality of life.
Intent of this requirement
Receiving safe and effective services and supports for daily living can help consumers to be as independent as possible and maintain a sense of well-being. When these are tailored to their needs, goals and preferences, this helps to improve the consumer’s quality of life. The level and number of services and supports for daily living a consumer uses will vary. What’s valuable and important to one consumer isn’t always important to another.
It’s expected that the consumer’s services and supports for daily living are safe and effective and delivered in line with their assessed needs, goals and preferences. Safe and effective services and supports includes effective management of incidents and ‘near misses’ and documentation and review of these to inform continuous improvement.
Risks associated with the services and supports of each consumer should be managed in line with the consumer’s care and services plan. This is so that the organisation supports them to safely maintain their best possible level of independence and function. For example, catering services may need to avoid particular foods for some consumers (due to allergies, diabetes or cultural needs). Or, the texture of food might need to be changed for consumers who have difficulty swallowing.
- How does the organisation know that the services and supports for daily living it provides are in line with the consumers care and services plan?
- How does the organisation know that the services and supports are safe and effective?
- What networks has the organisation developed to help provide services and supports for daily living to meet a consumer’s needs goals and preferences?
- How does the organisation measure how safe and effective their services and supports are in improving a consumer’s independence, health, well-being and quality of life? How does this occur when care is shared?
- Does the organisation apply a problem-solving approach to manage risks to consumers? Does the organisation take a balanced approach to reducing the risk to maintain the safety of consumers, the workforce and others, while supporting consumer preferences?
Examples of actions and evidence
- Consumers say they are satisfied that the services and supports for daily living they receive and the services and supports help them do the things they want to do.
- Consumers can explain how the services and supports for daily living have improved their independence, health, well-being and quality of life.
- Consumers say they feel safe in the way services and supports are delivered and when using any equipment, device or item.
- Consumers say members of the workforce are flexible and can modify services and supports so they can continue to do things of interest to them, including at times when they feel less able to participate fully.
- Consumers can describe how they provide feedback to change the services and supports they receive.
Workforce and others
- The workforce can describe how they come to understand what consumers want to continue to do for themselves. They can also describe what the consumer needs to do to stay safe and well, and what they want to be able to do or keep doing.
- The workforce can describe how the organisation tailors the delivery of services and supports for daily living to meet the consumer’s needs, goals and preferences.
- The workforce can describe how they work with consumers to help them do as much as they can for themselves and maintain their independence and quality of life.
- The workforce can describe how they know the services and supports they deliver are safe and effective.
- Workforce orientation, training or other records that show how the organisation supported the workforce to meet this requirement.
- Consumer needs, goals and preferences are documented and made available to the workforce to inform the type of services and supports provided to the consumer, and the way that they are provided.
- Records reflect that the consumer and others they want to involve, are involved in deciding how the organisation delivers their services and supports.
- Records reflect strategies and options to deliver services and supports for daily living that reflect the diverse needs and characteristics of consumers.
- Records reflect processes in place to support problem solving, including where risks arise, so that the consumer’s optimise their independence, health, well-being and quality of life.
- Records of incidents and ‘near misses’ and actions taken in response are documented.
- Evidence of improvements adopted after reports of incidents or ‘near misses’ investigations or feedback.
- Evidence of how the organisation’s approach to providing services and supports for daily living, helps consumers stay active, involved and doing as much for themselves as possible.