Aged Care Approvals Round
Feedback for Applicants
This feedback summary document provides advice to applicants in the 2011 Aged Care Approvals Round (ACAR) on how applications could have been strengthened.
Feedback for applicants - Residential Aged Care Places
Feedback for applicants - Community Aged Care Packages
Feedback for applicants - Flexible Aged Care Places
Residential Aged Care Places
Feedback Documentation – Applicants for Residential Aged Care Places
The Department encourages applicants to review this document in conjunction with their application and the detailed instructions contained in the 2011 ACAR Essential Guide, including the information relating to any identified geographic location, special needs group and/or key issue that was a particular focus in the Round, (as detailed in the 2011 Regional Distribution of Aged Care places).Assessment framework
The allocation of new aged care places is made by the Department in accordance with the provisions of section 14.1 (‘Allocation of places’) and section 14.2 (‘Competitive assessment of applications for allocations’) of the Aged Care Act 1997 (the Act). In accordance with these provisions, places are allocated to those applicants that can demonstrate they best meet the needs of the aged care community in an aged care planning region.These provisions are all important in the assessment and allocation process and each is assessed on a competitive basis.
Application overview
The questions that applicants were asked to complete in the relevant 2011 ACAR application forms were specifically designed to ensure applicants fully address each of the matters listed in sections 14.1 and 14.2 of the Act.In Part A of the 2011 ACAR application for residential aged care places, a zero real interest loan and/or capital grant, applicants were asked to provide, at an Approved Provider level:
- an overview of their overall business strategy;
- a description of the expertise and experience of the people responsible for the management of the organisation;
- a description of how the organisation will provide residential aged care consistent with the legislative standards;
- a description of how the organisation will protect care recipients’ rights;
- a description of the policies and philosophies of care the organisation has in place to support the provision of care for people with dementia; and
- a description of how the organisation will offer continuity of care (through long-term financial and organisational viability).
- an overview of their proposal for delivering residential aged care, including the use of existing unfunded places or proposed transfers/variations, details of the configuration of the service and details of any proposed capital works;
- where relevant, a summary of any restructuring proposal;
- timeframes relating to making places operational;
- key milestones in the overall planning process;
- where relevant, information in relation to the use of existing premises;
- a description of the service location, including information relating to natural disaster planning;
- a description of the design of the service;
- a description of the expertise and experience of the people who will provide the day-to-day care at the service;
- a description of how the service will coordinate service provision;
- a description of how the service will deliver culturally appropriate care to people with special needs, including demonstrating an understanding of the particular care needs of care recipients from the seven identified special needs groups;
- a description of how the service will provide care for people with dementia;
- where relevant, a description of how the service will provide residential respite care; and
- a description of how the service will provide benefits and diversity of choice for current and future care recipients.
Financial information
In addition to the questions related to the prescribed assessment criteria, applicants were also asked to provide detailed financial information. The financial information provided may have been subject to assessment by an independent analyst to assist in determining the organisation’s ability to:- construct/provide accommodation in a timely manner;
- where relevant, to assess the applicant’s ability to contribute to the costs of the project for which a capital grant was being sought;
- maintain both short-term and long-term viability; and
- maintain organisational viability and sustainability.
Past conduct as an Approved Provider
Section 14-2(1) of the Aged Care Act 1997 states:"- In deciding which allocation of places would best meet the needs of the aged care community in the region, the Secretary must consider, in relation to each application:
- (d) if the applicant has been a provider of aged care—its conduct as such a provider, and its compliance with its responsibilities as such a provider and its
- obligations arising from the receipt of any payments from the Australian
- Government for providing that aged care.”
The matters the Department considered in determining the past conduct of an approved provider (or a related approved provider entity) include, but are not limited to:
- the nature of the non-compliance;
- the timing or recency of the non-compliance (in general, the Department will give greater weight in the assessment process to recent non-compliance);
- the frequency of any non-compliance;
- the timing and effectiveness of the response to the non-compliance;
- the extent of the non-compliance across services operated by the approved provider or services operated by related approved provider entities;
- the current period of accreditation, particularly in respect of any service(s) in which the applicant is seeking places;
- any commendation or merit award;
- any positive contribution made to industry; or
- any combination of these matters.
- User Rights Principles;
- Quality of Care Principles;
- Accreditation Standards;
- Residential Care Standards;
- Community Care Common Standards;
- EACH Standards; and/or
- EACH Dementia Standards.
Criterion 1 Legislative reference: Aged Care Act 1997, section 14-2 (1) (d) Related questions: n/a
Past conduct as an approved provider
Criterion 2 Legislative reference: Aged Care Act 1997, section 14-2 (1) (a) Related questions: A5.1, A6.1, B16.1
Expertise and experience of those who will manage the service
Applicants were asked to:
- describe the expertise and experience of the people responsible for the management of their organisation.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the qualifications, skills and experience of the people responsible for the management of the organisation, including the currency and relevance of the qualifications, skills and experience;
- how the skills, qualifications and experience of the people involved in the management of the service contribute to:
- a strategy for continuous improvement; and
- an evaluation of the day-to-day management of the organisation, including the provision of service plans and processes for consulting with staff, care recipients, family members, carers, advocates etc;
- the organisation’s staff management strategies, including the recruitment and retention of staff and performance management strategies; and
- the organisation’s education and staff development programs, including use of staff induction and orientation programs, succession and strategic planning and any innovation in workforce training.
Criterion 3 Legislative reference: Aged Care Act 1997, section 14-2 (1) (c), Quality of Care Principles 1997 Related questions: A6.1, A5.1, A7.1, A8.1, B16.1, B17.1, B18, B20.1, B20.2, B21.1
Ability of the applicant to provide the appropriate level of care
Applicants were asked to:
- describe how the organisation will provide residential aged care and services of a quality that is consistent with the appropriate care standards.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their knowledge of the requirements of the Quality of Care Principles as evidence of how the requirements will be met and how this contributes to the provision of appropriate care;
- their knowledge of the requirements of the Accreditation Standards as evidence of how the Standards will be met and how this contributes to the provision of appropriate care; and
- their knowledge of the requirements of the Residential Care Standards as evidence of how the Standards will be met and how this contributes to the provision of appropriate care, including:
- management systems, staffing and organisation development;
- case management, care planning and review;
- specialised care, including palliative care, rehabilitation, oral and dental health care;
- medication and pain management;
- resident lifestyle, including leisure activities and social programs;
- physical environment and safe systems, including infection control, and fire and evacuation practices.
Criterion 4 Legislative reference: Aged Care Act 1997, section 14-2 (1) (e), User Rights Principles 1997 Related questions: A7.1, A6.1, B16.1, B20.1, B20.2, B22.1
Measures to protect the rights of care recipients
Applicants were asked to:
- describe how their organisation will ensure that residential aged care recipients’ rights are protected.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their understanding of care recipients’ rights as evidence that the policies they have in place will meet the User Rights Principles, including:
- security of tenure;
- provision of information in relation to the Charter of Residents’ Rights and Responsibilities;
- any review mechanisms; and
- the practical examples of these policies such as:
- their admission and exit policies;
- fees and charges;
- role of advocates;
- independence, privacy and confidentiality considerations;
- complaints handling mechanisms; and
- requirements for resident agreements.
Criterion 5 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: A8.1, A6.1, B16.1, B20.1, B20.2, B22.1
Provision of care for people with dementia
Applicants were asked to:
- describe the policies and philosophies of care their organisation has in place to support the provision of care for people with dementia in a residential aged care environment.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the relevant experience the organisation has in providing care to people with dementia, including:
- evidence of their understanding of the differing care needs of people with dementia;
- how the particular care needs are identified;
- how is the differing care provided, including the provision of separate and/or secure dementia unit/wing; and
- what quality assurances processes/procedures are in place.
- the behaviour management strategies they have in place, including the use of appropriate tools and resources;
- the processes they have in place for involving families/carers in the provision of care;
- the expertise and experience of the staff providing the care to people with challenging behaviours in a residential aged care setting; and
- the staff management strategies they have in place, including how they ensure staff are provided with ongoing and up-to-date staff training and development.
Criterion 6 Legislative reference: Allocation Principles 1997, section 4.39, Related questions: A9.1
Continuity of care for current and future care recipients
Applicants were asked to:
- describe how their organisation will offer continuity of care to care recipients through long-term financial and organisational viability.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description, with practical examples focused at the approved provider level of:- the strategic and/or organisational plans they have in place to ensure their long-term viability, including:
- how any changes to their staff/service profiles will impact on the immediate service delivery, including the number of residents affected by change, their care levels, their current tenancy arrangements and details of any temporary accommodation changes that may need to be put in place to ensure continuity of care is maintained;
- how the impact of any changes will be minimised/addressed;
- any evidence of succession and strategic planning;
- the financial capacity of the organization, including service, management group or parent group structure; and
- the financial performance of the organisation.
Criterion 7 Legislative reference: Allocation Principles 1997, section 4.36, Related questions: B1.2, B9.1, B9.2, B9.3, A6.1, B6.1, B7.1, B8.1
Demonstrate a need to restructure
Applicants were asked to:
- summarise their restructuring proposal; and
- provide a description of the long-term viability problems to be addressed by the restructuring proposal, including:
- the overall number of places related to the restructuring proposal, including the number of new places and the number of existing places that are operational or off-line, or the number to be transferred, relinquished or relocated;
- the location of the service(s);
- the nature and suitability of the buildings, particularly in relation to the certification and accreditation standards;
- the demand for aged care services in the area or region;
- the diversity of choice that is currently available;
- the nature of the clientele; and
- the management arrangements that are in place.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the restructuring proposal, including information about the number and type of places to be utilised and details of any extensions, upgrading to existing building(s), or downsizing to meet certification requirements;
- the type of benefits or diversity of choice the proposal would offer to the area or the region;
- any research undertaken to identify/address gaps in service provision in the area or region;
- how the long-term viability of the service would be improved by the restructuring proposal including:
- identifying the factors that may put at risk the long-term viability of the service and how such risks can be mitigated ; and/or
- identifying the factors that may put at risk the continuity of care in the service and how such risks can be mitigated;
- how any risk factors to continuity of care will be addressed.
Criterion 8 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: B10.1, B11.1, B11.2, B12.1, B13.1 to B13.5
Making places operational in a timely manner
Applicants were asked to:
- state when the new residential places would become operational;
- where relevant, how the provision of a zero real interest loan will ensure provisionally allocated places will be made operational and when the provisionally allocated places would become operational;
- provide details of the key milestones that have been, or will be met;
- describe the steps that have been taken, or will be taken, to meet operational timeframes and key milestones;
- where relevant, provide details of the status of the acquisition of any land and/or buildings; and
- where relevant, provide information in relation to any necessary zoning approval.
Suggested areas for improvement
In assessing this criterion where relevant, the Department will:- examine the applicant’s past record in making new places operational in a timely manner;
- consider the completeness of any evidence provided by the applicant to support the operational timeframes and key milestones identified by the applicant, (for example, purchase of land and/or buildings, progress of any related Development Application, provision of Construction certificate, building plans); and
- consider whether or not the evidence provides realistic operational timeframes and key milestones.
- how the operational timeframes and key milestones will contribute to making the places operational in a timely manner;
- the related infrastructure and processes that support the operational timeframes and key milestones, including, as relevant:
- the establishment of a new service;
- staffing issues and recruitment processes; and
- use of allied services; and
- the strategies that are, or will be in place, to provide acceptable accommodation for existing residents/care recipients.
Criterion 9 Legislative reference: Aged Care Act 1997, section 14-2 (1) (b), Related questions: B7.1, B7.4, B11.2, B13.1 to B13.5, B14.1 to B14.3, B15.1, A7.1, B6.3, B9.1, B9.2, B14.4, B14.5
Whether the premises are suitably planned and located
Applicants were asked to:
- provide a description of the configuration of the service if the maximum number of new residential aged care places were to be allocated;
- provide a description of the configuration of the service if the minimum number of new residential aged care places were to be allocated;
- describe the impact on the overall proposal if less than the maximum number of new residential aged care places were to be allocated;
- where relevant, describe the impact on the overall proposal if less than the maximum amount of any zero real interest loan being sought were to be offered;
- describe the use of existing premises including:
- the nature of the client group;
- the communication strategy and consultative process that is in place, or will be in place to inform the current occupants of the proposal; and
- the arrangements that are in place, or will be in place to ensure the current occupants have suitable, appropriate and acceptable alternative accommodation;
- describe the suitability of the service location, including how the proposed development is consistent with the relevant state/local authorities planning guidelines and requirements, including natural disaster planning; and
- describe how the service is, or will be designed to provide an environment that will facilitate the provision of residential aged care, including, where relevant, a description of the physical environment in which the service will provide care for people with dementia.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- having regard to the number of places that may be allocated and/or amount of any zero real interest loan that may be offered, the impact that the different service configurations will have on:
- the service delivery model, including any brokerage and/or partnership arrangements;
- the nature or level of service to be offered, including any staffing issues;
- the capacity of the service to focus on the provision of care to an identified geographic location, special needs group and/or key issue;
- any unique, special feature or innovation in aged care service delivery; and
- any improvements, developments or redevelopments in the service.
- the use of existing premises including:
- the nature of the client group;
- the communication strategy and consultative process that is in place, or will be in place to inform the current occupants of the proposal; and
- the arrangements that are in place, or will be in place to ensure the current occupants have suitable, appropriate and acceptable alternative accommodation;
- the suitability of the service location, including:
- the immediate and surrounding topography and surrounding land use;
- characteristics of the neighbourhood, such as access to green space, parklands and recreational facilities;
- availability of transport systems, such as access to public transport and road access;
- proximity to other services, such as health and other allied aged care service;
- any planning already undertaken or progress made, for example:
- discussions with Council;
- research undertaken in relation to residential zoning to ensure the proposed development is consistent with the relevant state/local authorities planning guidelines and requirements, particularly in regard to restrictions on land use, heritage issues, bushfire and flood mitigation;
- meetings with industry;
- acquisition of land and/or buildings;
- development of architectural plans
- financial costings; and/or
- approval of finances;
- how the service location and infrastructure support the delivery of residential care;
- how the actual, or proposed design of the building(s), and its immediate environs, contribute to the quality of the proposed service delivery including:
- staff and resident safety;
- resident comfort and privacy;
- promotion of easy access and mobility; and
- provision of care for people with dementia.
Criterion 10 Legislative reference: Aged Care Act 1997, section 14-2 (1) (a), Related questions: B16.1, A6.1, B22.1
Service management
Applicants were asked to:
- describe the expertise, experience and qualifications of the people who will provide the day to day care to residential aged care recipients.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the expected skill levels, qualifications and experience of those who will provide the day to day care, including any service-specific and/or local/regional issues;
- the nature of the experience (service operation, case management, policy and program development, financial management);
- any service-specific and/or local/regional issues;
- the systems that are in place to ensure the expected skill levels, qualifications and experience of staff are monitored;
- how the skill levels, qualifications and experience of staff are current; and
- how the skill levels, qualifications and experience of staff are reviewed and updated.
Criterion 11 Legislative reference: Linked to Service Management, Related questions: B17.1, A6.1, A8.1, B6.4, B6.5, B16.1, B18, B19.1, B19.2, B20.2, B21.7
Service coordination
Applicants were asked to:
- describe how the service will coordinate with other service providers and stakeholders in the community to achieve quality care outcomes.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the links that have, or will be established with other organisations, service providers and key individuals in the community, for example, with General Practitioners, other allied health care professionals including specialist dementia service providers, Aged Care Assessment Teams, Multi-Purpose Services;
- how these links have, or will be established and maintained;
- the nature of these links and how these contribute to and provide benefits relevant to the delivery of care services;
- the nature of any partnership, sub-contracting or brokerage arrangements that are, or will be put in place; and
- how the service will monitor and maintain quality care outcomes and ensure accountability standards are met when using other organisations, service providers and key individuals in the community.
Criterion 12 Legislative reference: Aged Care Act 1997, section 14-2 (1) (f), Related questions: B18, A6.1, B24.1, B25.1
Provision of appropriate care for care recipients with special needs (general)
Applicants were asked to:
- describe how the service has, or will identify the particular care needs of people from the special needs group(s) within the nominated region and/or identified geographic location(s);
- provide practical examples of how the service has, or will provide care that has regard to the particular physical, social, spiritual and environmental care needs of individual care recipients;
- describe how the service has, or will tailor its service delivery, including management and staffing issues, to meet these particular care needs;
- describe the demographics of the people from the special needs group(s) within the nominated region and/or identified geographic location(s);
- describe how the service will evaluate the quality and appropriateness of the care to be provided to people from the special needs group(s); and
- provide evidence of the relationships that have, or will be established with relevant communities and/or key organisations in the nominated region and/or identified geographic location(s).
Suggested areas for improvement
If applicants were applying for places with a particular focus on one or more of the special needs group(s), it was expected that their responses would be more comprehensive and clearly demonstrate their understanding of the particular care needs of the care recipients from the specified group(s).Applicants could have strengthened their response by providing a more detailed description of:
- how they identify the particular care needs of people from the special needs groups, including:
- how the appropriateness of the care will be evaluated;
- how they will meet the particular care needs of the identified special needs group(s) having regard to the particular and differing physical, social, spiritual and environmental care needs of individual care recipients, for example:
- recognising the importance of family/community involvement in familial/social/cultural activities;
- acknowledging customs and traditions, including dietary requirements;
- employing staff with appropriate skills, such as language skills and/or providing access to interpreter services or translated material;
- understanding social isolation issues;
- understanding particular health-related issues that may be experienced by the different special needs groups such as post-traumatic stress, depression and substance abuse;
- the evidence of the links that have been, or will be made with the special needs groups and/or related community/ies, organisations or support services, including:
- demographic information specific to the area/region; and
- addressing any gaps in service provision;
- how these links have, or will be established and maintained, including the recency/longevity of the linkages;
- the nature of these links and how these contribute to the delivery of care services and provide benefits to the care recipients from the special needs group(s); and
- their understanding and awareness of culturally appropriate care and describe how the care is to be provided, including the provision of cultural awareness training.
Criterion 13 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: B20.1, B20.2, A8.1, B15.1, B16.1, B17.1, B22.1
Provision of care for people with dementia (service level)
Applicants were asked to:
- describe how they will provide care for people with dementia, including:
- identifying the particular care needs of people with dementia;
- how they have, or will tailor their service delivery, including management and staffing issues, to meet the particular care needs;
- practical examples of how they have, or will provide this type of care;
- the linkages that have, or will be established with relevant key organisations and services; and
- any design features that have, or will be incorporated into the service;
- describe how they will provide for the safety and security of residents and staff.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- how they identify the particular care needs of people with dementia, including assessing changing care needs;
- how they tailor their service delivery to meet the particular care needs and often challenging and escalating behaviour of people with dementia, including:
- any building design features such as separate wing/unit, safe wandering areas, garden and outdoor areas etc
- how they maintain a sufficient number of appropriately qualified staff;
- practical examples of how they have, or will deliver dementia care in a residential environment, including:
- overall philosophy of care
- admissions policy;
- management of challenging behaviours;
- scope and nature of the activities provided including a description of the type of social, cognitive and functional activities that will be available;
- medication management including how they monitor the effectiveness of the administered medication; and
- involvement of family members including utilising family knowledge such as past experiences, interests and skills to address care needs;
- the links that are or will be established with other relevant organisations and allied health services, such as psycho-geriatricians and the Dementia Behaviour Management Advisory Service;
- how these links have, or will be established and maintained;
- the nature of these links and how these contribute to the delivery of dementia care;
- the measures that are or will be in place to provide for the safety and security of staff and residents including:
- assessing and addressing risk;
- an understanding of and provision of training in OH and S procedures; and
- addressing physical security.
- how these measures are monitored and maintained.
Criterion 14 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: B21.1, B4.1, B22.1
Provision of residential respite care
Applicants were asked to:
- describe how they will provide residential respite care.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the type of respite to be provided (short term, long, emergency, planned, dementia, high care, low care);
- how they have, or will tailor their service delivery to meet the care needs of respite care recipients including the ability to cater for a range of care needs such as high care respite, complex health issues, dementia and/or behaviours of concern;
- the strategies that are, or will be in place facilitate the transition to and from home;
- the strategies that are, or will be in place to involve family members and/or carers;
- the links that have, or will be established with relevant key organisations in the region, such as the Commonwealth Carer Respite Centres and other local and community services;
- how these links have, or will be established and maintained; and
- the nature of these links and how these contribute to the delivery of respite care.
Criterion 15 Legislative reference: Allocation Principles 1997, section 4.37, Related questions: B22.1, B6.1, B9.1 to B9.3, B18, B19.1, B19.2, B20.1, B20.2, B21.1
Benefits and diversity of choice for current and future care recipients
Applicants were asked to:
- describe how the residential aged care service will provide benefits and diversity of choice for care recipients, their carers and families.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their awareness of the different kinds of services currently available in the nominated region or identified geographic location;
- how the service will address any shortfalls in service provision in the nominated region or identified geographic location or in respect of a special needs group(s);
- how the service will offer more choice in service provision including:
- any regional focus or local targeting;
- evidence of need in the nominated region or identified geographic location;
- any areas of high need in respect of special needs groups or dementia specific care;
- any innovative approaches including:
- the physical environment;
- the range and frequency of resident activities;
- electronic communication;
- entertainment capabilities;
- the type of services to be offered including:
- any emergency care arrangements;
- ageing in place;
- care for couples;
- how the allocation of places would offer value for money to care recipients in the nominated region or identified geographic location, including:
- the nature of the services to be offered;
- any innovative approaches;
- any partnerships to create economies of scale;
- any sharing of resources and/or expertise;
- how the allocation of places would offer value for money to the Australian Government in the region or identified geographic location, including:
- the nature of the services to be offered;
- any innovative approaches;
- any partnerships to create economies of scale;
- any sharing of resources and/or expertise;
Community Aged Care Packages
Feedback Documentation – Applicants for Community Aged Care Places
The Department encourages applicants to review this document in conjunction with their application and the detailed instructions contained in the 2011 ACAR Essential Guide, including the information relating to any identified geographic location, special needs group and/or key issue that was a particular focus in the Round, (as detailed in the 2011 Regional Distribution of Aged Care Places).Assessment framework
The allocation of new aged care places is made by the Department in accordance with the provisions of section 14.1 (‘Allocation of places’) and section 14.2 (‘Competitive assessment of applications for allocations’) of the Aged Care Act 1997 (the Act). In accordance with these provisions, places are allocated to those applicants that can demonstrate they best meet the needs of the aged care community in an aged care planning region.These provisions are all important in the assessment and allocation process and each is assessed on a competitive basis.
Application overview
The questions that applicants were asked to complete in the relevant 2011 ACAR application forms were specifically designed to ensure applicants fully address each of the matters listed in sections 14.1 and 14.2 of the Act.In Part A of the 2011 ACAR application for community aged care places, applicants were asked to provide, at an Approved Provider level:
- an overview of their overall business strategy;
- a description of the expertise and experience of the people responsible for the management of the organisation;
- a description of how the organisation will provide community aged care consistent with the legislative standards;
- a description of how the organisation will protect care recipients’ rights;
- a description of the policies and philosophies of care the organisation has in place to support the provision of care for people with dementia; and
- a description of how the organisation will offer continuity of care (through long-term financial and organisational viability).
- an overview of their proposal for delivering community aged care;
- timeframes relating to making places operational;
- details of the service location and associated infrastructure;
- a description of the expertise and experience of the people who will provide the day-to-day care at the service;
- a description of how the service will coordinate service provision, including any brokerage arrangements;
- a description of how the service will deliver culturally appropriate care to people with special needs, including demonstrating an understanding of the particular care needs of care recipients from the seven identified special needs groups; and
- a description of how the service will provide benefits and diversity of choice for current and future care recipients.
Past conduct as an Approved Provider
Section 14-2(1) of the Aged Care Act 1997 states:"- In deciding which allocation of places would best meet the needs of the aged care community in the region, the Secretary must consider, in relation to each application:
- (d) if the applicant has been a provider of aged care—its conduct as such a provider, and its compliance with its responsibilities as such a provider and its
- obligations arising from the receipt of any payments from the Australian
- Government for providing that aged care.”
The matters the Department considered in determining the past conduct of an approved provider (or a related approved provider entity) include, but are not limited to:
- the nature of the non-compliance;
- the timing or recency of the non-compliance (in general, the Department will give greater weight in the assessment process to recent non-compliance);
- the frequency of any non-compliance;
- the timing and effectiveness of the response to the non-compliance;
- the extent of the non-compliance across services operated by the approved provider or services operated by related approved provider entities;
- the current period of accreditation, particularly in respect of any service(s) in which the applicant is seeking places;
- any commendation or merit award;
- any positive contribution made to industry; or
- any combination of these matters.
- User Rights Principles;
- Quality of Care Principles;
- Accreditation Standards;
- Residential Care Standards;
- Community Care Common Standards;
- EACH Standards; and/or
- EACH Dementia Standards.
Criterion 1 Legislative reference: Aged Care Act 1997, section 14-2 (1) (d) Related questions: n/a
Past conduct as an approved provider
Criterion 2 Legislative reference: Aged Care Act 1997, section 14-2 (1) (a) Related questions: A4.1, A3.1, A5.1, A6.1, B7.1
Expertise and experience of those who will manage the service
Applicants were asked to:
- describe the expertise and experience of the people responsible for the management of their organisation.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the qualifications, skills and experience of the people responsible for the management of the organisation, including the currency and relevance of the qualifications, skills and experience;
- how the skills, qualifications and experience of the people involved in the management of the service contribute to:
- a strategy for continuous improvement; and
- an evaluation of the day-to-day management of the organisation, including the provision of service plans and processes for consulting with staff, care recipients, family members, carers, advocates etc;
- the organisation’s staff management strategies, including the recruitment and retention of staff and performance management strategies; and
- the organisation’s education and staff development programs, including use of staff induction and orientation programs, succession and strategic planning and any innovation in workforce training.
Criterion 3 Legislative reference: Aged Care Act 1997, section 14-2 (1) (c), Quality of Care Principles 1997 Related questions: A5.1, A3.1, A6.1, A7.1, A7.2, B3.1, B8.1, B9.1
Ability of the applicant to provide the appropriate level of care
Applicants were asked to:
- describe how the organisation will provide community aged care and services of a quality that is consistent with the appropriate care standards.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their knowledge of the requirements of the Community Care Standards (Community Care Common Standards) as evidence of how the Standards will be met and how this contributes to the provision of appropriate care, including;
- effective management processes, for example regulatory compliance, information management systems, continuous improvement, risk management, human resource management and physical resources; and
- access and service delivery, for example, service access, user assessment (and reassessment), care plan development and delivery, and referral processes.
Criterion 4 Legislative reference: Aged Care Act 1997, section 14-2 (1) (e), User Rights Principles 1997 Related questions: A6.1, A5.1, A7.1, A7.2
Measures to protect the rights of care recipients
Applicants were asked to:
- describe how their organisation will ensure that residential aged care recipients’ rights are protected.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their understanding of care recipients’ rights as evidence that the policies they have in place will meet the User Rights Principles, including any review mechanisms; and
- the practical examples of these policies such as:
- their admission and exit policies;
- fees and charges;
- role of advocates;
- independence, privacy and confidentiality considerations;
- complaints handling mechanisms; and
- requirements for resident agreements.
Criterion 5 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: A7.1, A7.2, B16.1, B20.1, B20.2, B22.1
Provision of care for people with dementia
Applicants were asked to:
- describe the policies and philosophies of care their organisation has in place to support the provision of care for people with dementia in a home-based environment; and
- describe the measures that are in place to provide for the safety and security of staff and care recipients.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the relevant experience the organisation has in providing care to people with dementia, including:
- evidence of their understanding of the differing care needs of people with dementia;
- how the particular care needs are identified;
- how is the differing care provided; and
- what quality assurances processes/procedures are in place.
- the behaviour management strategies they have in place, including the use of appropriate tools and resources;
- the medication management strategies they have in place, including review processes;
- the processes they have in place for involving families/carers in the provision of care;
- the expertise and experience of the staff providing the care to people with challenging behaviours in a home-based environment;
- the staff management strategies they have in place, including how they ensure staff are provided with ongoing and up-to-date staff training and development.
- the links that are or will be established with other relevant organisations and allied health services, such as psycho-geriatricians and the Dementia Behaviour Management Advisory Service;
- how these links have, or will be established and maintained;
- the nature of these links and how these contribute to the delivery of dementia care;
- the measures that are or will be in place to provide for the safety and security of staff and care recipients including:
- assessing and addressing carer and care recipient risk;
- an understanding of and provision of training in OH and S procedures; and
- addressing physical security.
- how these measures are monitored and maintained.
Criterion 6 Legislative reference: Allocation Principles 1997, section 4.39, Related questions: A8.1, A3.1, B3.1, B9.1
Continuity of care for current and future care recipients
Applicants were asked to:
- describe how their organisation will offer continuity of care to care recipients through long-term financial and organisational viability.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the strategic and/or organisational plans they have in place to ensure their long-term viability, including:
- how any changes to their staff/service profiles will impact on the immediate service delivery, including the number of residents affected by change, their care levels, their current tenancy arrangements and details of any temporary accommodation changes that may need to be put in place to ensure continuity of care is maintained;
- how the impact of any changes will be minimised/addressed;
- any evidence of succession and strategic planning;
- the financial capacity of the organization, including service, management group or parent group structure; and
- the financial performance of the organisation.
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Criterion 8 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: B4.1, B4.2, B3.1, B6.1,
Making places operational in a timely manner
Applicants were asked to:
- state when the new community aged care places would become operational;
- provide details of the key milestones that have been, or will be met;
Suggested areas for improvement
In assessing this criterion where relevant, the Department will:- examine the applicant’s past record in making new places operational in a timely manner;
- consider the completeness of any evidence provided by the applicant to support the operational timeframes and determine whether or not the evidence provides realistic operational timeframes.
- how the operational timeframes will contribute to making the places operational in a timely manner;
- the related infrastructure and processes that support the operational timeframes, including, as relevant:
- the establishment of a new service;
- staffing issues and recruitment processes; and
- use of allied services; and
Criterion 9 Legislative reference: Aged Care Act 1997, section 14-2 (1) (b), Related questions: B5.1, A3.1, B1.1, B1.2, B2.1, B3.1, B4.1, B4.2
Whether the premises are suitably planned and located (service location and associated infrastructure)
Applicants were asked to:
- provide a description of how the service location and infrastructure support the delivery of care; and
- provide a description of the service location, including the characteristics of the service delivery area.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the nature of the services to be delivered;
- the way in which the services are to be delivered, for example:
- as a stand-alone service or use of shared infrastructure, staffing and/or equipment;
- potential for or reliance on brokerage/partnership arrangements and the nature of any such arrangements; and
- how they will address issues related to the delivery of care from a location remote from the parent organisation or service centre;
- the linkages that have or will be established with other services, including the proximity of any such services.
Criterion 10 Legislative reference: Aged Care Act 1997, section 14-2 (1) (a), Related questions: B6, A4.1, A5.1, B3.1, B7.1
Service management
Applicants were asked to:
- describe the expertise, experience and qualifications of the people who will provide the day to day coordination and care to residential aged care recipients.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the expected skill levels, qualifications and experience of those who will provide the day to day care;
- the nature of the experience (service operation, case management, policy and program development, financial management);
- any service-specific and/or local/regional issues;
- the systems that are in place to ensure the expected skill levels, qualifications and experience of staff are monitored;
- how the skill levels, qualifications and experience of staff are current; and
- how the skill levels, qualifications and experience of staff are reviewed and updated.
Criterion 11 Legislative reference: Linked to Service Management, Related questions: B7.1, B7.2, A5.1, A7.1, A7.2, B3.1, B6.1, B8.1
Service coordination
Applicants were asked to:
- describe how the service will coordinate with other service providers and stakeholders in the community to achieve quality care outcomes; and
- describe any brokerage arrangements.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the links that have, or will be established with other organisations, service providers and key individuals in the community, for example, with General Practitioners, other allied health care professionals including specialist dementia service providers, Aged Care Assessment Teams, Multi-Purpose Services;
- how these links have, or will be established and maintained;
- the nature of these links and how these contribute to and provide benefits relevant to the delivery of care services;
- the nature of any partnership, sub-contracting or brokerage arrangements that are, or will be put in place; and
- how the service will monitor and maintain quality care outcomes and ensure accountability standards are met when using other organisations, service providers and key individuals in the community.
Criterion 12 Legislative reference: Aged Care Act 1997, section 14-2 (1) (f), Related questions: B8.1, A5.1, B7.1, B9.1
Provision of appropriate care for care recipients with special needs (general)
Applicants were asked to:
- describe how the service has, or will identify the particular care needs of people from the special needs group(s) within the nominated region and/or identified geographic location(s);
- provide practical examples of how the service has, or will provide care that has regard to the particular physical, social, spiritual and environmental care needs of individual care recipients;
- describe how the service has, or will tailor its service delivery, including management and staffing issues, to meet these particular care needs;
- describe the demographics of the people from the special needs group(s) within the nominated region and/or identified geographic location(s);
- describe how the service will evaluate the quality and appropriateness of the care to be provided to people from the special needs group(s); and
- provide evidence of the relationships that have, or will be established with relevant communities and/or key organisations in the nominated region and/or identified geographic location(s).
Suggested areas for improvement
If applicants were applying for places with a particular focus on one or more of the special needs group(s), it was expected that their responses would be more comprehensive and clearly demonstrate their understanding of the particular care needs of the care recipients from the specified group(s).Applicants could have strengthened their response by providing a more detailed description of:
- how they identify the particular care needs of people from the special needs groups, including:
- how the appropriateness of the care will be evaluated;
- how they will meet the particular care needs of the identified special needs group(s) having regard to the particular and differing physical, social, spiritual and environmental care needs of individual care recipients, for example:
- recognising the importance of family/community involvement in familial/social/cultural activities;
- acknowledging customs and traditions, including dietary requirements;
- employing staff with appropriate skills, such as language skills and/or providing access to interpreter services or translated material;
- understanding social isolation issues;
- understanding particular health-related issues that may be experienced by the different special needs groups such as post-traumatic stress, depression and substance abuse;
- the evidence of the links that have been, or will be made with the special needs groups and/or related community/ies, organisations or support services, including:
- demographic information specific to the area/region; and
- addressing any gaps in service provision;
- how these links have, or will be established and maintained, including the recency/longevity of the linkages;
- the nature of these links and how these contribute to the delivery of care services and provide benefits to the care recipients from the special needs group(s); and
- their understanding and awareness of culturally appropriate care and describe how the care is to be provided, including the provision of cultural awareness training.
Criterion 15 Legislative reference: Allocation Principles 1997, section 4.37, Related questions: B22
Benefits and diversity of choice for current and future care recipients
Applicants were asked to:
- describe how the community aged care service will provide benefits and diversity of choice for care recipients, their carers and families.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their awareness of the different kinds of services currently available in the nominated region or identified geographic location;
- how the service will address any shortfalls in service provision in the nominated region or identified geographic location or in respect of a special needs group(s);
- how the service will offer more choice in service provision including:
- any regional focus or local targeting, including access to services for retirement village residents;
- evidence of need in the nominated region or identified geographic location;
- any areas of high need in respect of special needs groups or dementia specific care; and
- any innovative approaches;
- the type of services to be offered including;
- how the allocation of places would offer value for money to care recipients in the nominated region or identified geographic location, including:
- the nature of the services to be offered;
- average hours of care provided;
- any innovative approaches;
- any partnerships to create economies of scale;
- any sharing of resources and/or expertise;
- how the allocation of places would offer value for money to the Australian Government in the region or identified geographic location, including:
- the nature of the services to be offered;
- any innovative approaches;
- any partnerships to create economies of scale;
- any sharing of resources and/or expertise;
Flexible Aged Care Places
Feedback Documentation – Applicants for flexible aged care places
The Department encourages applicants to review this document in conjunction with their application and the detailed instructions contained in the 2011 ACAR Essential Guide, including the information relating to any identified geographic location, special needs group and/or key issue that was a particular focus in the Round, (as detailed in the 2011 Regional Distribution of Aged Care Places).Assessment framework
The allocation of new aged care places is made by the Department in accordance with the provisions of section 14.1 (‘Allocation of places’) and section 14.2 (‘Competitive assessment of applications for allocations’) of the Aged Care Act 1997 (the Act). In accordance with these provisions, places are allocated to those applicants that can demonstrate they best meet the needs of the aged care community in an aged care planning region.These provisions are all important in the assessment and allocation process and each is assessed on a competitive basis.
Application overview
The questions that applicants were asked to complete in the relevant 2011 ACAR application forms were specifically designed to ensure applicants fully address each of the matters listed in sections 14.1 and 14.2 of the Act.In Part A of the 2011 ACAR application for flexible aged care places, applicants were asked to provide, at an Approved Provider level:
- an overview of their overall business strategy;
- a description of the expertise and experience of the people responsible for the management of the organisation;
- a description of how the organisation will provide flexible aged care consistent with the legislative standards;
- a description of how the organisation will protect care recipients’ rights;
- a description of the policies and philosophies of care the organisation has in place to support the provision of care for people with dementia; and
- a description of how the organisation will offer continuity of care (through long-term financial and organisational viability).
- an overview of their proposal for delivering flexible aged care;
- timeframes relating to making places operational;
- details of the service location and associated infrastructure;
- a description of the expertise and experience of the people who will provide the day-to-day care at the service;
- a description of how the service will coordinate service provision, including any brokerage arrangements;
- a description of how the service will deliver culturally appropriate care to people with special needs, including demonstrating an understanding of the particular care needs of care recipients from the seven identified special needs groups; and
- a description of how the service will provide benefits and diversity of choice for current and future care recipients.
Past conduct as an Approved Provider
Section 14-2(1) of the Aged Care Act 1997 states:- “In deciding which allocation of places would best meet the needs of the aged care community in the region, the Secretary must consider, in relation to each application:
- (d) if the applicant has been a provider of aged care—its conduct as such a provider, and its compliance with its responsibilities as such a provider and its
- obligations arising from the receipt of any payments from the Australian
- Government for providing that aged care.”
The matters the Department considered in determining the past conduct of an approved provider (or a related approved provider entity) include, but are not limited to:
- the nature of the non-compliance;
- the timing or recency of the non-compliance (in general, the Department will give greater weight in the assessment process to recent non-compliance);
- the frequency of any non-compliance;
- the timing and effectiveness of the response to the non-compliance;
- the extent of the non-compliance across services operated by the approved provider or services operated by related approved provider entities;
- the current period of accreditation, particularly in respect of any service(s) in which the applicant is seeking places;
- any commendation or merit award;
- any positive contribution made to industry; or
- any combination of these matters.
- User Rights Principles;
- Quality of Care Principles;
- Accreditation Standards;
- Residential Care Standards;
- Community Care Common Standards;
- EACH Standards; and/or
- EACH Dementia Standards.
Criterion 1 Legislative reference: Aged Care Act 1997, section 14-2 (1) (d) Related questions: n/a
Past conduct as an approved provider
Criterion 2 Legislative reference: Aged Care Act 1997, section 14-2 (1) (a) Related questions: A4.1, A3.1, A5.1, A6.1, B6.1
Expertise and experience of those who will manage the service
Applicants were asked to:
- describe the expertise and experience of the people responsible for the management of their organisation.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the qualifications, skills and experience of the people responsible for the management of the organisation, including the currency and relevance of the qualifications, skills and experience;
- how the skills, qualifications and experience of the people involved in the management of the service contribute to:
- a strategy for continuous improvement; and
- an evaluation of the day-to-day management of the organisation, including the provision of service plans and processes for consulting with staff, care recipients, family members, carers, advocates etc;
- the organisation’s staff management strategies, including the recruitment and retention of staff and performance management strategies; and
- the organisation’s education and staff development programs, including use of staff induction and orientation programs, succession and strategic planning and any innovation in workforce training.
Criterion 3 Legislative reference: Aged Care Act 1997, section 14-2 (1) (c), Quality of Care Principles 1997 Related questions: A5.1, A3.1, A6.1, A7.1, A7.2, B3.1, B8.1, B9.1, B9.2
Ability of the applicant to provide the appropriate level of care
Applicants were asked to:
- describe how the organisation will provide flexible aged care and services of a quality that is consistent with the appropriate care standards.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their knowledge of the requirements of the EACH Standards and/or EACH-D Standards as evidence of how the Standards will be met and how this contributes to the provision of appropriate care, including:
- effective management processes, for example regulatory compliance, information management systems, continuous improvement, risk management, human resource management and physical resources; and
- access and service delivery, for example, service access, user assessment (and reassessment), care plan development and delivery, and referral processes.
Criterion 4 Legislative reference: Aged Care Act 1997, section 14-2 (1) (e), User Rights Principles 1997 Related questions: A6.1, A5.1, A7.1, A7.2
Measures to protect the rights of care recipients
Applicants were asked to:
- describe how their organisation will ensure that flexible aged care recipients’ rights are protected.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their understanding of care recipients’ rights as evidence that the policies they have in place will meet the User Rights Principles, including any review mechanisms; and
- the practical examples of these policies such as:
- their admission and exit policies;
- fees and charges;
- role of advocates;
- independence, privacy and confidentiality considerations;
- complaints handling mechanisms; and
- requirements for EACH and/or EACH-D Payment Agreements.
Criterion 5 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: A7.1, A7.2, A5.1, B6.1, B7.1, B7.3, B9.1, B9.2
Provision of care for people with dementia
Applicants were asked to:
- describe the policies and philosophies of care their organisation has in place to support the provision of care for people with dementia in a home-based environment; and
- describe the measures that are in place to provide for the safety and security of staff and care recipients.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the relevant experience the organisation has in providing care to people with dementia, including:
- evidence of their understanding of the differing care needs of people with dementia;
- how the particular care needs are identified;
- how is the differing care provided; and
- what quality assurances processes/procedures are in place.
- the behaviour management strategies they have in place, including the use of appropriate tools and resources;
- the medication management strategies they have in place, including review processes;
- the processes they have in place for involving families/carers in the provision of care;
- the expertise and experience of the staff providing the care to people with challenging behaviours in a home-based environment;
- the staff management strategies they have in place, including how they ensure staff are provided with ongoing and up-to-date staff training and development;
- the links that are or will be established with other relevant organisations and allied health services, such as psycho-geriatricians and the Dementia Behaviour Management Advisory Service;
- how these links have, or will be established and maintained;
- the nature of these links and how these contribute to the delivery of dementia care;
- the measures that are or will be in place to provide for the safety and security of staff and care recipients including:
- assessing and addressing carer and care recipient risk;
- an understanding of and provision of training in OH and S procedures; and
- addressing physical security.
- how these measures are monitored and maintained.
Criterion 6 Legislative reference: Allocation Principles 1997, section 4.39, Related questions: A8.1, A3.1, B3.1, B9.1
Continuity of care for current and future care recipients
Applicants were asked to:
- describe how their organisation will offer continuity of care to care recipients through long-term financial and organisational viability.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the strategic and/or organisational plans they have in place to ensure their long-term viability, including:
- how the impact of any changes will be minimised/addressed;
- any evidence of succession and strategic planning;
- the financial capacity of the organisation including service, management group or parent group structure; and
- the financial performance of the organisation.
Criterion 8 Legislative reference: Allocation Principles 1997, section 4.40, Related questions: B4.1, B4.2, A3.1, B3.1, B4.3, B4.4, B5.1, B6.1
Making places operational in a timely manner
Applicants were asked to:
- state when the new flexible aged care places would become operational;
- provide details of the key milestones that have been, or will be met;
Suggested areas for improvement
In assessing this criterion where relevant, the Department will:- examine the applicant’s past record in making new places operational in a timely manner;
- consider the completeness of any evidence provided by the applicant to support the operational timeframes and determine whether or not the evidence provides realistic operational timeframes.
- how the operational timeframes will contribute to making the places operational in a timely manner;
- the related infrastructure and processes that support the operational timeframes, including, as relevant:
- the establishment of a new service;
- staffing issues and recruitment processes; and
- use of allied services.
Criterion 9 Legislative reference: Aged Care Act 1997, section 14-2 (1) (b), Related questions: B5.1, B5.2, A3.1, B1.1, B1.2, B2.1, B3.1, B4.1, B4.2
Whether the premises are suitably planned and located (service location and associated infrastructure)
Applicants were asked to:
- provide a description of how the service location and infrastructure support the delivery of care; and
- provide a description of the service location, including the characteristics of the service delivery area.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the nature of the services to be delivered;
- the way in which the services are to be delivered, for example:
- as a stand-alone service or use of shared infrastructure, staffing and/or equipment;
- potential for or reliance on brokerage/partnership arrangements and the nature of any such arrangements; and
- how they will address issues related to the delivery of care from a location remote from the parent organisation or service centre;
- the linkages that have or will be established with other services, including the proximity of any such services.
Criterion 10 Legislative reference: Aged Care Act 1997, section 14-2 (1) (a), Related questions: B7.1, A4.1, A5.1, B3.1
Service management
Applicants were asked to:
- describe the expertise, experience and qualifications of the people who will provide the day to day coordination and care to flexible aged care recipients.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the expected skill levels, qualifications and experience of those who will provide the day to day care;
- the nature of the experience (service operation, case management, policy and program development, financial management);
- any service-specific and/or local/regional issues;
- the systems that are in place to ensure the expected skill levels, qualifications and experience of staff are monitored;
- how the skill levels, qualifications and experience of staff are current; and
- how the skill levels, qualifications and experience of staff are reviewed and updated.
Criterion 11 Legislative reference: Linked to Service Management, Related questions: B7.1, B7.2, B7.3, B7.4, A5.1, A7.1, A7.2, B3.1, B6.1, B8.1
Service coordination
Applicants were asked to:
- describe how the service will coordinate with other service providers and stakeholders in the community to achieve quality care outcomes; and
- describe any brokerage arrangements.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- the links that have, or will be established with other organisations, service providers and key individuals in the community, for example, with General Practitioners, other allied health care professionals including specialist dementia service providers, Aged Care Assessment Teams, Multi-Purpose Services;
- how these links have, or will be established and maintained;
- the nature of these links and how these contribute to and provide benefits relevant to the delivery of care services;
- the nature of any partnership, sub-contracting or brokerage arrangements that are, or will be put in place; and
- how the service will monitor and maintain quality care outcomes and ensure accountability standards are met when using other organisations, service providers and key individuals in the community.
Criterion 12 Legislative reference: Aged Care Act 1997, section 14-2 (1) (f), Related questions: B8.1, A5.1, B3.1, B7.1, B9.1
Provision of appropriate care for care recipients with special needs (general)
Applicants were asked to:
- describe how the service has, or will identify the particular care needs of people from the special needs group(s) within the nominated region and/or identified geographic location(s);
- provide practical examples of how the service has, or will provide care that has regard to the particular physical, social, spiritual and environmental care needs of individual care recipients;
- describe how the service has, or will tailor their service delivery, including management and staffing issues, to meet these particular care needs;
- describe the demographics of the people from the special needs group(s) within the nominated region and/or identified geographic location(s);
- describe how the service will evaluate the quality and appropriateness of the care to be provided to people from the special needs group(s); and
- provide evidence of the relationships that have, or will be established with relevant communities and/or key organisations in the nominated region and/or identified geographic location(s).
Suggested areas for improvement
If applicants were applying for places with a particular focus on one or more of the special needs group(s), it was expected that their responses would be more comprehensive and clearly demonstrate their understanding of the particular care needs of the care recipients from the specified group(s).Applicants could have strengthened their response by providing a more detailed description of:
- how they identify the particular care needs of people from the special needs groups, including:
- how the appropriateness of the care will be evaluated;
- how they will meet the particular care needs of the identified special needs group(s) having regard to the particular and differing physical, social, spiritual and environmental care needs of individual care recipients, for example:
- recognising the importance of family/community involvement in familial/social/cultural activities;
- acknowledging customs and traditions, including dietary requirements;
- employing staff with appropriate skills, such as language skills and/or providing access to interpreter services or translated material;
- understanding social isolation issues; and
- understanding particular health-related issues that may be experienced by the different special needs groups such as post-traumatic stress, depression and substance abuse;
- the evidence of the links that have been, or will be made with the special needs groups and/or related community/ies, organisations or support services, including:
- demographic information specific to the area/region; and
- addressing any gaps in service provision;
- how these links have, or will be established and maintained, including the recency/longevity of the linkages;
- the nature of these links and how these contribute to the delivery of care services and provide benefits to the care recipients from the special needs group(s); and
- their understanding and awareness of culturally appropriate care and describe how the care is to be provided, including the provision of cultural awareness training.
Criterion 15 Legislative reference: Allocation Principles 1997, section 4.37, Related questions: B9.1, B9.2
Benefits and diversity of choice for current and future care recipients
Applicants were asked to:
- describe how the flexible aged care service will provide benefits and diversity of choice for care recipients, their carers and families.
Suggested areas for improvement
Applicants could have strengthened their response by providing a more detailed description of:- their awareness of the different kinds of services currently available in the nominated region or identified geographic location;
- how the service will address any shortfalls in service provision in the nominated region or identified geographic location or in respect of a special needs group(s);
- how the service will offer more choice in service provision including:
- any regional focus or local targeting, including access to services for retirement village residents;
- evidence of need in the nominated region or identified geographic location;
- any areas of high need in respect of special needs groups or dementia specific care; and
- any innovative approaches;
- the type of services to be offered;
- how the allocation of places would offer value for money to care recipients in the nominated region or identified geographic location, including:
- the nature of the services to be offered;
- average hours of care to be provided;
- any innovative approaches;
- any partnerships to create economies of scale; and
- any sharing of resources and/or expertise;
- how the allocation of places would offer value for money to the Australian Government in the region or identified geographic location, including:
- the nature of the services to be offered;
- any innovative approaches;
- any partnerships to create economies of scale; and
- any sharing of resources and/or expertise.
