Expert Advice for Delivering Standard 1 - The Person
4 minute read
Invox’s four-part briefing series for CHSP & Home Care Package providers - Unpacking the New Quality Standards is where we are sharing practical, no-BS, strategies to implement the changes with confidence. Here are the key takeaways from our first session on 29 February analysing Standard 1: The Person.
The balancing act
Unlike residential care providers who work with residents 24/7, home care providers may only be in client homes for a few hours each week. Yet, many of the expectations in the Standards appear the same.
There is a constant struggle to balance the expectations of the Commission while respecting the boundaries of our clients at home. It’s no wonder some clients push back if they feel providers are interfering in aspects of their lives they believe aren’t relevant to their care package.
Our Expert Tips:
1) Introduce self-assessments where clients self-report activities they can manage and those they need assistance with. Implement Dignity of Risk tools to support their decisions.
2) Implement Circles of Support tools to identify a person’s support systems. Track gaps in supports that may increase risk and use services and supports to mitigate the impact.
3) Create a client story (profile) to help communicate key information, preferences, strengths and so on. Use this information to help to build a curated care plan.
Communicating with clients and their representatives:
In home care it's all about respecting the client's right to autonomy - they call the shots. The new Standards detail the Commission’s expectations of creating an environment that promotes the rights of older people,
Be mindful where client decisions affect other people, including support workers. Providers also have obligations as employers. Aged Care Sector Performance data reminds us that clients and families are equally likely to make complaints. The Department and the Commission have indicated they will be providing information to the sector to help explain the changes to clients and families - but it isn’t available yet. In the meantime:
Our Expert Tips:
1) Consider your current communication methods – are you catering for all the various stakeholder groups, clients, families and staff? You will need to modify your communications to suit multiple audiences.
2) Review your website, client information manual, and all client-facing documentation – ensure your (non-patronising) language affirms your commitment to client rights, safety, and positive outcomes.
3) Show your clients you value them by embedding a ‘client focussed’ culture throughout your organisation.
Curiosity is the key to culturally responsive care
Putting the person at the centre of care also means valuing an individual’s culture and diversity. We recommend approaching diversity with an attitude of curiosity. Consider participating in formal diversity training, such as OPAN's Planning for Diversity workshops . We also recommend seeking out local resources for culturally appropriate training.
Trauma-aware and healing-informed practice
Integrating trauma-aware and healing-informed practices into personal care can be very challenging. Individuals who have experienced trauma often hesitate to share their experiences and may prefer to keep them private. And most certainly won’t want them documented in their care plans or shared with support workers.
Our Expert Tips:
1) Begin with asking clients their preferences and boundaries for receiving personal care supports.
2) Don’t rush it: It takes time to build rapport, avoid rushing through assessments and treating trauma information as a checkbox on a form.
3) Introduce difficult topics over a longer period instead of packing it all into the first assessment visit
Financial transparency
While there has been little non-compliance in the areas covered by Standard 1 to date, the strengthened Standard 1 now includes other activities like finances, which are some of the most common complaints to the Commission.
Our Expert Tips:
1) Recognise that your clients will have varying levels of financial literacy – ensure you can cater for all levels.
2) Align your monthly statement with the Department of Health & Aged Care financial statement template
3) Use client complaints data to drive improvements in your practice
4) Check that your software vendors are giving you what you need for conformance in this area.
Practice is what counts
Remember, the Quality Commission has emphasised "seeing rather than doing" so pay attention to your everyday practices and the experience of your staff and clients. Understanding client experience goes well beyond implementing an occasional satisfaction survey. Find out about the latest ‘client experience’ approaches so you can roll out meaningful activities all year round.
Proactive engagement of clients and staff is the key to success for all the new Standards. Get started now.
It’s not too late to sign up for the Invox Standard series, tickets for the Briefings on Standards 2 through 5 are still available here.
Our Expert Panel for the Standard 1 Briefing
Anna Millicer is from Get Smart Aged Care Consulting. She writes the award-winning Home Care HQ newsletter. Read her article Tips for Starting on the New Quality Standards here.
Anne Muldowney is from OPAN and provided a consumer perspective to the development of the new standards.
Jess Quilty is a leading disability industry expert with over 5 years experience putting Choice and Control into practice in the NDIS.
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