HACC National Service Standards

HACC National Service Standards Educational Manual

Purpose of the Educational Manual The purpose of the educational manual is to assist HACC Service Providers to develop the systems and processes required to meet three of the HACC National Service Standards, namely: Objective 5 - Privacy, confidentiality and access to personal information Objective 6 - Complaints and disputes Objective 7 - Advocacy Page Number 2

Today’s session This presentation has been developed to introduce HACC agencies to the Educational Manual and to assist them in using the manual.

Educational manual • The manual includes an Introduction and five Modules • Designed to be used across Australia • Does not include actual examples of policies and procedures – diversity of HACC agencies • Agencies have the choice to use whichever Modules they require Page Numbers 1- 5

Educational manual ‘Hints’ appear throughout the Modules – these give definitions or refer the reader to other useful information Also included are the following appendices: • The National Privacy Principles • Self Assessment Checklist for each HACC Standard • Example of a Action Plan Pro Forma • Example of Access to Information pamphlet

Today's program Module 1 – HACC National Service Standards Module 2 – What is Quality? Module 3 – Objective 5: Privacy, confidentiality and access to personal information Module 4 – Objective 6: Complaints and disputes Module 5 – Objective 7: Advocacy Practical Exercise

Module 1HACC National Service Standards • Access to services • Information and consultation • Efficient and effective management • Coordinated, planned and reliable service delivery • Privacy, confidentiality and access to personal information • Complaints and disputes • Advocacy Page Numbers 6 - 11

Module 1National Service Standards Instrument • Seven Objectives • 27 Service Standards • 25 Performance Questions Also • Minimum criteria • Further requirements • Special considerations • Replying to the performance questions • Scoring system Page Numbers 6, 7

Module 1HACC National Service Standards • All State/Territories are required to include in their contracts with HACC service providers that service providers will meet the HACC National Service Standards • All HACC service providers are to be assessed against the Standards • Second round of assessments agreed to by HACC Officials Page Number 11

Module 2 - Quality systems and continuous improvement What is quality? Quality is meeting customer requirements and expectations. Customers include: • Consumers • Carers/families • Funding bodies • The Community Page Number 12

Module 2 - Quality systems and continuous improvement • Quality management refers to what the organisation does to ensure that its services satisfy the customer's requirements and comply with any regulations applicable to those services. • Quality Improvementis an integrated, dynamic process of continually striving for improvement, focussing on customers, processes and outcomes. Page Numbers 12, 13

Module 2 - Quality systems and continuous improvement Quality Improvement Page Number 13

Module 2 - Quality systems and continuous improvement Quality Processes: • Policies • Procedures • Work instructions Page Number 14

Module 2 - Quality systems and continuous improvement • How to Develop Policies/Procedures/Work instructions: • Format and content • Document control • Implement and Monitor • Responsibility for policies and procedures Page Numbers 14 - 19

Module 3 - Privacy, Confidentiality and Access to Personal Information • The Objective • Service standards • Performance Questions • Minimum requirements • Further requirements • Background • What your organisation needs to do • Summary Page Number 20

Module 3 - Privacy, Confidentiality and Access to Personal Information In order to address the requirements of this National Service Standard Objective - the service provider firstly has a responsibility to understand the legislation that is relevant to their own organisation. Page Number 21

Module 3 - Privacy, Confidentiality and Access to Personal Information Relevant legislation may include, but are not limited to: • Commonwealth Privacy Act 1988 • Commonwealth Freedom of Information Act 1982 • State/Territory Freedom of Information Act or equivalent • State/Territory Information/Privacy Act or equivalent (if applicable) • State/Territory Health Records Act (if applicable) • State/Territory Guardianship Act or equivalent. Page Number 21

Module 3 - Privacy, Confidentiality and Access to Personal Information National Privacy Principles: • Collection • Use and disclosure • Data quality • Data security • Openness • Access and correction • Identifiers • Anonymity • Transborder data flows • Sensitive Information Page Numbers 22, 23

Module 3 - Privacy, Confidentiality and Access to Personal Information Key steps • Review • Privacy Officer (if applicable) • Policy, procedure and forms • Staff and volunteer orientation and training • Client information - Request to Access Page Number 24

Module 3 - Privacy, Confidentiality and Access to Personal Information • Review: • Legislation • Standards • Current processes – use checklist • Privacy Officer: • Who is responsible? • Is it documented? Page Numbers 24 - 25

Module 3 - Privacy, Confidentiality and Access to Personal Information • Development of Policies, procedures and forms Develop: • Policies • Procedures and/or work instructions – take into account workforce • Forms required by policies/procedures/work instructions Page Numbers 25 - 27

Module 3 - Privacy, Confidentiality and Access to Personal Information • Staff and volunteer orientation and training • Review your current orientation and training program – does it include the information on the checklist? • Develop methods to train staff – this could involve providing staff with written information and definitions Page Numbers 28 - 30

Module 3 - Privacy, Confidentiality and Access to Personal Information • Client information • Review your client information pack – does it include the requirements in the checklist? • Is it available in appropriate languages or formats? Page Number 31

Module 4 Complaints and Disputes • The Objective • Service standards • Performance Questions • Minimum requirements • Further requirements • Background • What your organisation needs to do • Summary Page Numbers 33, 34

Module 4 Complaints and Disputes - Background • A complaints process is an important element of any quality system. • By critically reviewing complaints, an organisation can identify patterns or gaps in service delivery. Page Numbers 34 - 36

Module 4 Complaints and Disputes - Background Organisations are committed to resolving complaints when: • complaints are not regarded as a nuisance or waste of time • there is a willingness by management and staff to listen to and resolve complaints • complaints are viewed as positive - they provide important information that can be used to improve service quality Page Number 35

Module 4 Complaints and Disputes - Background Organisations are committed to resolving complaints when: • all staff are committed to the right of the client to complain if they feel unhappy or dissatisfied • organisations welcome and encourage complaints by making it easy for clients to complain • organisations are prepared and willing to act on complaints • all complaints are treated seriously Page Number 35

Module 4 Complaints and Disputes - Background Complaints may be received in a variety of ways: • formal / informal • written / verbal • calm / abusive. Page Number 35

Module 4 Complaints and Disputes Key Steps • Review • Complaints Officer (if applicable) • Policy, procedure and forms • Staff and volunteer orientation and training • Client information Page Number 36

Module 4 Complaints and Disputes • Review: • Legislation • Standards • Current processes – use checklist • Complaints Officer: • Who is responsible? • Is it documented? Page Numbers 36, 37

Module 4 Complaints and Disputes • Development of Policies, procedures and forms Develop: • Policies • Procedures and/or work instructions – take into account workforce • Forms required by policies/procedures/work instructions Page Numbers 37 - 40

Module 4 Complaints and Disputes • Staff and volunteer orientation and training • Review your current orientation and training program – does it include the information on the checklist? • Develop method to train staff – could involve providing staff with written information and definitions Page Numbers 41, 42

Module 4 Complaints and Disputes • Client information • Review your client information pack – does it include the requirements in the checklist? • Is it available in appropriate languages and formats? Page Number 43

Module 5 Advocacy • The Objective • Service standards • Performance Questions • Minimum requirements • Further requirements • Background • What your organisation needs to do? • Summary Page Number 44

Module 5 Advocacy - Background • Advocacy - “an act of pleading for, supporting or recommending; active espousal” • An Advocate - “one who defends, vindicates, or espouses a cause by argument; an upholder; a defender” • (to) Advocate - “to plead in favour of; support or urge by argument” Page Number 44

Module 5 Advocacy - Background The role of an advocate is to ‘stand beside or behind’ a client and to support them in decision making and ensuring that their rights are respected. Page Number 45

Client Advocate HACC Worker Module 5 Advocacy - Background Page Number 45

Module 5 Advocacy KeySteps • Review • Policy, procedure and forms • Staff and volunteer orientation and training • Client information • Links to advocacy services Page Number 46

Module 5 Advocacy • Review: • Standards • Current processes – use checklist Page Numbers 46, 47

Module 5 Advocacy • Development of Policies, procedures and forms Develop: • Policies • Procedures and/or work instructions – take into account workforce • Forms required by policies/procedures/work instructions Page Numbers 47, 48

Module 5 Advocacy • Staff and volunteer orientation and training • Review your current orientation and training program – does it include the information on the checklist? • Develop method to train staff – could involve providing staff with written information and definitions Page Numbers 48, 49

Module 5 Advocacy • Client information • Review your client information pack – does it include the requirements in the checklist? • Is it available in appropriate languages and formats? Page Number 49

Module 5 Advocacy • Links to Advocacy Services Agencies need to have contact details for local advocacy groups available for clients. Page Numbers 49, 50

Practical Exercise • Using examples of policies and procedures and other material from your organisation - work through self assessment checklist • Using educational manual as a prompt -develop an action plan to address any areas not already covered in your material

HACC National Service Standards