Standard 4 - Requirement (3) (e)
Timely and appropriate referrals to individuals, other organisations and providers of other care and services.
Intent for this requirement
An organisation may not be able to provide all the services and supports for daily living that a consumer needs to have meaning, purpose and connectedness in their life. However, it’s expected that organisations support and help the consumer to follow activities they are interested in, take part in social activities and maintain and develop social and personal relationships. To do this, organisations can connect consumers with services and supports that others in the wider community provide.
Other individuals, organisations or specialist providers may be better able to deliver specific services and supports safely and effectively and which better line up with consumer choices. Organisations that provide aged care services and supports are expected to refer consumers to other individuals, organisations or providers as needed.
Having an active network of other individuals, organisations or providers they can refer or collaborate with, means the organisation can meet the diverse needs of consumers. It is expected that organisations do this in line with the Quality of Care Principles, 2014.
Organisations will need to meet obligations relating to privacy of information when co-ordinating care with other organisations, services or individuals.
- How has the organisation identified individuals, organisations or providers that can deliver services and supports to better meet consumer choices?
- When more than one organisation is responsible for the services and supports of a consumer, is it clear to everyone who is responsible for providing the service or support at any point in time?
- What are the barriers to timely referrals? Does the organisation actively work to remove these barriers?
Examples of actions and evidence
- Consumers say that where the organisation has been unable to provide a suitable service or support they have helped organise someone else to provide it.
- Consumers say the organisation has referred them to the appropriate individuals, organisations or providers to meet their changing services and supports needs.
- Consumers believe referrals happen promptly when their needs, goals or preferences change.
- Consumers say they are satisfied with the services and supports delivered by those they’ve been referred to. They also say the services and supports from the other individuals, organisations or providers are delivered in a culturally safe way.
Workforce and others
- The workforce can identify individuals, organisations or providers they can make referrals to and any referral criteria that applies.
- The workforce can describe how they refer consumers to other individuals, organisations or providers and how they collaborate to meet the diverse needs of consumers.
- The workforce can describe how the consumer is actively involved in decisions and about referrals and consent is obtained.
- Workforce orientation, training or other records that show how the organisation supports the workforce to meet this requirement.
- The organisation’s strategic and operational planning describes activities that maintain a network of individuals, organisations or providers they can refer consumers to.
- Evidence that the organisation has made links with individuals, organisations or providers, to make sure consumers have access to a range of service and supports for example memorandums of understanding.
- Consumers’ care and services plans show that the organisation collaborates with other individuals, organisations or providers to support the diverse needs of consumers.
- Records that show the organisation regularly reviews the individuals, organisations or providers they refer to, to make sure their services remain safe and effective and quality care and services are being delivered.
- Consumer records show that the organisation makes timely referrals to other individuals, organisations or providers to meet the services and supports needs of consumers.
- Evidence of referral processes, outcomes for consumers, and projects that show quality improvement.