Standard 2 - Requirement (3) (e)
Care and services are reviewed regularly for effectiveness, and when circumstances change or when incidents impact on the needs, goals or preferences of the consumer.
Intent of this requirement
Through this requirement, organisations are expected to regularly review the care and services they provide to consumers. This is important to make sure that the:
- care and services plans are up-to-date and meet the consumer’s current needs, goals and preferences
- care and services the organisation provides meet the consumer’s needs safely and effectively
- care and services the organisation provides are updated to apply better practice when available.
All care and services plans are expected to include an agreed review date. How often a review is done depends on the needs of each consumer and on the nature and type of services the organisation is providing. However, in addition to the reviews that are scheduled, a consumer’s care and services plan should be reviewed when:
- the consumer’s condition changes (for example, physical or mental health)
- situations change (for example, if the organisation’s arrangements for a service changes)
- incidents or accidents happen (for example, if a consumer has fallen).
- How does the organisation respond to adverse incidents and near misses? How does it learn from these events to update the way care is planned and delivered?
- What systems are in place to recognise and respond to changes in a consumer’s condition? What processes does the organisation then use to update care and services plans and make sure consumers are safe, and risks are minimised?
- How does the organisation identify when a consumer wishes to change the care and services that are provided, or the way the care and services are provided?
- What processes does the organisation use to include evidence of better practice when reviewing how effective care and services are?
Examples of actions and evidence
- Consumers say the organisation regularly communicates with them about their care and services, seeks feedback and makes changes to meet their current needs, goals and preferences.
- Consumers say when something goes wrong, or things change, the organisation communicates with them about this and seeks their input to update their care and services plan to ensure safe and effective care and services can be delivered.
Workforce and others
- The workforce can describe when and how they reassess a consumer’s needs, goals and preferences, how they involve the consumer and how reassessment information is used to update care and services plans.
- The workforce can describe examples of reviewing care and service practices due to adverse incidents or near-miss events.
- The workforce can describe how these reviews capture all aspects of a consumer’s health and well-being, including emotional, spiritual and psychological.
- The workforce can describe how regular reviews of a consumer’s care and services can identify ways to respect the dignity of consumers, such as new dentures, hearing aid maintenance or an assistive device for eating.
- Workforce orientation, training or other records that show how the organisation supported the workforce to meet this requirement.
- Documented care and services plans that show the organisation conducts regular reviews, including risk assessments.
- Evidence that members of the workforce with relevant skills and qualifications review the plans regularly.
- Policies and procedures that describe the need for regularly reviewing how effective the care and services plan is, and whether consumer outcomes are being achieved.
- Evidence of how the organisation monitors reports and keeps improving outcomes for consumers through effective assessment and planning.