Quality Update #5 for December 2012

This quarterly update is to inform Board members about developments in the quality of disability services and the Quality Management Framework.

Contents(click on the hyperlink)

1.National Standards for Disability Services

2.2011/12 Self Assessment

3.Quality Evaluations - Good practices and Required Actions for July to September Quarter 2012

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1.National Standards for Disability Services

The draft National Standards for Disability Services was updated by Synergistiq following consultations in April/May 2012. Subsequently, an associated draft National Standards Resource package was developed, with feedback on Version One provided by jurisdictions in October 2012.

The consultants have now provided the package for user-testing during November 2012. The package consists of National Standards Version Two:

  • Full version
  • Plain language version
  • Conversation tool
  • Stories
  • Evidence Guide

WA has agreed to user-test the Evidence Guide during November 2012. Electronic distribution to three regional service providers, Local Area Coordination, Statewide Specialist Services and 15 Independent Evaluators has occurred; and the Commission will collate the feedback to forward to the national Quality Assurance Team in late November.

The new Standards are expected to be agreed by December 2012 and will apply to the National Disability Insurance Scheme (NDIS) trial areas, which will commence in July 2013. In WA, the adoption of the new National Standards will be considered once they have been finalized.

For further information, please see the National Quality Framework project website:

2.2011/12 Self Assessment

The 2011/12 Self Assessment was distributed to 115 organisations in early September and was due for completion in late October. This year’s Self Assessment is focussed at the whole of organisation level and requires organisations to report on completed continuous improvement activities and plans for the 2012/13 year. It was anticipated that for those organisations with good governance practices such as clear strategic and operational plans, this Self Assessment would be easy to complete.

The information providedwill be themed to provide an overview of the sector’s focus on continuousserviceimprovement. This information may also be used to guide the Commission’s investment strategies and sectordevelopmentactivities.Self Assessments are also considered in subsequentindependent Quality Evaluations; and contribute to the review of services.

3.Quality Evaluations - Good practices and Required Actions for July to September 2012

Through external independent contractors, the Commission evaluates all funded disability services in WA across a three year schedule. People with disability, their families and carers, support workers, management and other significant stakeholders are invited to have a say about the quality of services provided.

The Independent Evaluators report on the good practices that demonstrate how services support people to achieve better outcomes. They also report on any gaps in relation to the Disability Services Standards and person-centred outcomes; and identify key priorities for service improvement.

Good Practices

Independent Evaluators identify the strengths of each Service Point, particularly in relation to the service’s success in addressing people’s outcomes. This quarter, good practices observed have included:

Health and well-being

  • Development of a comprehensive range of modules and resources related to sexual health and the way educators problem solve with individuals, developing strategies regarding decision-making and choices, with positive outcomes for many individuals.
  • People of all ages, disability and cultural background expressing positive satisfaction with continence products being provided discreetly, which is essential to quality of life, confidence, independence, participation and maintenance of social support.
  • Respect and commitment for cultural diversity, through staff building in cultural traditions and experiences when planning and providing support.

Relationships

  • The strong positive focus on building and maintaining family relationships.
  • Examples of strong, caring and mutually respectful relationships between staff and residents; with families commending open and cooperative communication.
  • The planning and review of support strategies enabling individuals and carers to feel they are being listened to and ‘in control’ of what support they receive and how.
  • The level of staff consistency in some residences; and the resultant depth of relationship and knowledge of residents’ needs and histories it has produced.

Learn, Grow and Develop

  • The facilitation of opportunities for family members to become leaders in sharing information and support.
  • The strong commitment of staff to ensuring appropriate supports and activities are offered; and enhancing natural supports through building trust and respect step by step.
  • The adoption of a coordinated approach to person centred planning which has facilitated the identification of goals, strategies and outcomes; and increased stakeholder involvement.
  • The extent to which clients are able to exercise ownership of the routines and activities within their homes, facilitating and enhancing their independence in all areas of daily living.

Community Belonging

  • Strong partnerships within the local community.
  • Commitment to community services staff having knowledge of services and programs available to children and teenagers with disability in the area; ensuring staff are better able to be inclusive of people with disability.
  • The commitment of all staff and casual workers towards the implementation of the Disability Access and Inclusion Plan in practice and across the full spectrum of community activities and services.
  • Successful advocacy, enabling people with disability to access mainstream and community environments.
  • Local Area Coordinators building community capacity through being proactive in identifying gaps and barriers to community access; and working with people with disability and their communities to overcome them.

Organisational governance

  • An evident commitment and energy to increase staff knowledge and ability in supporting individuals with behaviour support needs, including training in areas such as mental health, community inclusion, person centred practice and occupational health and safety.
  • A highly personalised, socially inclusive, flexible and creative service that has a ‘doing whatever it takes’ outlook withhigh staff expectations for what is desirable and achievable for those who use the service.
  • LAC’s demonstration of commitment, understanding, patience, innovation and resilience to support or improve the quality of life for clients in crisis and long-standing situations, and often involving highly complex and challenging issues.
  • A high level of consumer participation in the establishment and monitoring of a service’s new management structure.
  • Examples identifying the ease with which individuals can change between self-managed, shared and organisation managed options.
  • The interdisciplinary collaborative approach and teamwork around the individual, with therapy staff commended for being professional, empathetic, knowledgeable, supportive and genuinely caring.
  • The culture of continuous improvement and self-reflection within a values based organisation, with staff having a genuine interest in the independence and participation of their clientele.

Summary of Required Actions

Required Actions result when a service fails to demonstrate enough evidence to show that they meet one or more of the nine Disability Services Standards. Service providers are required to address any Required Actions within a given period of time negotiated by the organisation with the Independent Evaluator.

For the July to September 2012 quarter, 22 Service Points participated in a Quality Evaluation. The maximum number of Standards that could be met by the 22 Service Points evaluated was 198 (9 Standards x 22 Service Points). Out of the 22 Service Points evaluated, 97.5% of the Standards were met and 2.5% of the Standards were not met.

Three (3) Service Points received Required Actions for the following Standards:

Standard 3 – Decision Making and Choice

This Required Action was in relation to the organisation examining the status of residents who have no family or legal guardianship involvement in decision-making; and putting processes in place to ensure protection of the rights of residents.

Standard 8 – Service Management

Three Required Actions were in relation to:

  • Updating police clearances at least every five years for all Board, staff, volunteers and contractors.
  • Ensuring an office has fire and evacuation equipment and procedures.
  • Ensuring an organisation addresses wheelchair accessibility and associated health and safety issues at one house.

Standard 9 – Protection of Human Rights and Freedom from Abuse and Neglect

This Required Action was in relation to policy on Standard 9 being developed, including procedures to respond within seven (7) days to any allegations of abuse and neglect and reporting mechanisms.

If you have any comments about this Quality Update or queries about the Quality Management Framework, please contact us via email: or ring Amanah Rye on 9426 9356.