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Guidance and Resources - Standard 4 (PDF, 530.13 KB)
(1) I get the services and supports for daily living that are important for my health and well-being and that enable me to do the things I want to do.
(2) The organisation provides safe and effective services and supports for daily living that optimise the consumer’s independence, health, well-being and quality of life.
Click on the links below each Requirement to view the Guidance material, including:
- Intent of the Requirement
- Reflective questions
- Examples of actions and evidence
(3) The organisation demonstrates the following:
(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.
(b) Services and supports for daily living promote each consumer’s emotional, spiritual and psychological well-being.
(c) Services and supports for daily living assist each consumer to:
(e) Timely and appropriate referrals to individuals, other organisations and providers of other care and services;
(f) Where meals are provided, they are varied and of suitable quality and quantity.
Services and supports for daily living include, but are not limited to, food services, domestic assistance, home maintenance, transport and recreational and social activities.
Purpose and scope of the Standard
A consumer might have some challenges in their health and abilities, but they still have goals they want to achieve. They also have roles that have meaning, and they want to manage their day-to-day life and live as well as they can. Services and supports for daily living cover a wide range of options that aim to support consumers live as independently as possible and enjoy life. They may be any services (other than clinical or personal care services) that an organisation provides under the Quality of Care Principles, 2014.
Examples of services and supports for daily living include:
domestic help, such as cleaning, laundry, gardening and home maintenance services
food services, including meals, food advice, delivery and preparation
services to encourage and support consumers to take part in social and other activities they are interested in, including community life.
Delivering services and supports to improve a consumer’s well-being and quality of life requires a consumer-centred approach. This means treating the consumer as a whole person and considering their physical and mental health, and spiritual, emotional and social life. Their relationships, attitudes, cultural values and the influences of those around them, including family and community are all important.
Socially including consumers isn’t just about giving them opportunities to join in on activities that the organisation provides. It’s also about making sure that consumers feel socially connected, can have relationships they choose, have control over their lives, have privacy and are able to contribute.
Care and services are expected to be delivered in a way that enables all a person's needs to be met. This includes making sure that enough time is allocated to allow staff to provide care and treatment in accordance with the person's assessed needs and preferences. There should be policies and procedures that support staff to deliver care and treatment in accordance with the requirements detailed in the care and services plan.
Organisations are expected to provide services and supports in line with the consumer’s assessed needs, goals and preferences, and any care and services plan, or service agreement in place with the consumer. An organisation may not directly provide all the services and supports that are important to the consumer’s well-being. However, it’s expected that the organisation would help the consumer to access other services or supports, including those that the wider community may provide.
Assessment against this Standard
For each of the requirements, organisations need to demonstrate that they:
understand the requirement
apply the requirement, and this is clear in the way they provide care and services
monitor how they are applying the requirement and the outcomes they achieve
review outcomes and adjust their practices based on these reviews to keep improving.
Standard 4 links to:
Standard 1 – All aspects of services and supports for daily living needs to treat consumers with dignity and respect and support them to make choices. It’s also important that services and supports are delivered in a way that is culturally safe.
Standard 2 – Assessment and planning of the consumer’s needs, goals and preferences promotes the delivery of safe and effective services and supports.
Standard 7 – Workforce interactions with consumers need to be kind, caring and respectful of each consumer’s identity, culture and diversity. In particular, the workforce needs to have the competency, qualifications and knowledge to deliver safe and effective services and supports for daily living and promote consumers’ health, well-being and cultural safety.
Standard 8 – The organisation’s governing body is accountable for the delivery of safe and quality services and supports.
- Aged Care Act 1997 (Cth), User Rights Amendment (Charter of Aged Care Rights) Principles 2019
- Privacy Act 1988 (Cth), Schedule 1, Australian Privacy Principles
- Anti discrimination legislation nationally
- Work health and safety legislation nationally
- State and Territory mental health, guardianship and administration, enduring power of attorney and medical directive/advance care planning legislation
- State and Territory food safety and handling legislation and regulations
Resources and references
Australian Meals and Wheels Association (2016). National Meal Guidelines: A Guide for Service Providers, Caterers and Health Professionals Providing Home Delivered and Centre Based Meal Programs for Older Australians