Standard 1.1.11: Advocacy And Support Service providers recognise and facilitate the right of consumers to advocacy/support persons of their choice. FA The family/whanau interviewed report that they were provided with information regarding access to advocacy services. Family/whānau were encouraged to involve themselves as advocates. Contact details for the Nationwide Health and Disability Advocacy Service was listed in the client information booklet, with the brochure available at the entrances to the service. Education is conducted as part of the in-service education programme. Standard 1.1.12: With Family/Whānau And Other Community Resources Consumers are able to maintain links with their family/whānau and their community. FA There are no set visiting hours and family/whānau were encouraged to visit at any time. The family/whanau report there are no restrictions to visiting hours. Residents were supported and encouraged to access community services with visitors or as part of the planned activities programme. Standard 1.1.13: Complaints Management The right of the consumer to make a complaint is understood, respected, and upheld. FA The complaints process sighted identified the required procedure. Complaints are dealt with in a professional manner with consideration to any cultural or other values. Complaints are actively managed in a timely manner and in accordance with the complaints policy, and any other statutory requirements relevant to the specific situation. Complaints management information is included in resident information given on admission and as confirmed by the nurse manager the process was discussed with family/whanau and residents as part of the admission process. Complaints forms are accessible to staff, residents and family as required. interviewed confirmed their understanding of the complaints process. The complaints register identified all complaints were of a minor nature and no complaints are outstanding. Any service improvements from a complaint are shown as a corrective action. Any outcomes are monitored at facility and organisational level. The nurse manger confirmed there have been no external complaints received or issues based audits, Coroner`s inquests or police investigations since the previous audit. Standard 1.1.2: Consumer Rights During Service Delivery FA The family/whanau and residents report that the Code was explained to them on admission and was part of the admission pack. Nationwide
Specific results for criterion where a continuous improvement has been recorded As well as whole standards, individual criterion within a standard can also be rated as having a continuous improvement. A continuous improvement means that the provider can demonstrate achievement beyond the level required for full attainment. The following table contains the criterion where the provider has been rated as having made corrective actions have been recorded. As above, criterion can be linked to the relevant standard by looking at the code. For example, a Criterion 1.1.1.1 relates to Standard 1.1.1: Consumer Rights During Service Delivery in Outcome 1.1: Consumer Rights If, instead of a table, these is a message “no data to display” then no continuous improvements were recorded as part of this of this audit. Criterion with desired outcome Attainment Rating Evidence Audit Finding Criterion 1.2.3.1 The organisation has a quality and risk management system which is understood and implemented by service providers. CI The quality and risk management system for the organisation is clearly understood by service providers and led efficiently by the manager. The quality team meets weekly to discuss facility matters, including those related to quality and risk management. A full agenda was reviewed. Topics, such as general business, monthly results and quality improvement corrective actions, quality improvement activities, accident and incidents, complaints and compliments, activities programme, health and safety, infection control, changes to policy, procedures, legislation and standards, performance suppliers and contractors, staff training and other business is discussed. Staff interviewed felt respected and involved in the organisation and the quality improvement for all Having fully attained the criterion the service can in addition clearly demonstrate a review process and analysis of involving staff in the quality and risk management system for the service. Staff involvement was credited to the manager and the feedback from staff interviewed was very positive. Staff stated it was a team effort, increased their knowledge and all had a better understanding of quality and risk and the significance for the areas of service provided.
which allowed more care staff to assist with residents at meal times. This has resulted in providing greater one to one assistance with residents and a ‘calmer and more relaxed’ environment in the dining rooms. The more relaxed dining experience is resulting in residents eating more and finding the dining experience more enjoyable. The project also recorded positive increases in resident safety by increasing resident food intake and weights. and relatives showed positive outcomes in resident satisfaction with the dining experience. Increased nutritional intake and increased weight of residents has also been measured as part of the root cause analysis process. End of the report.