Responding to Non-Compliance
CareLynx recently played a pivotal role in supporting a rural service through the compliance journey of an ‘enforceable undertaking’ as deemed by the Aged Care Quality and Safety Commission. This challenging yet rewarding experience required CareLynx staff to step into decision-making roles, mentor service staff and return the service to full compliance, with a firm goal: residents first.
Understanding the issues
When we were approached, the task seemed straightforward: assist in addressing a small number of unmet requirements. However, when we understood the circumstances surrounding it, the identified non-compliance was the tip of a deeper, systemic problem.
In light of the long period of non-compliance and the peak of COVID-19 lockdowns, we conducted a comprehensive quality review across all eight Aged Care Quality Standards.
Our report to the PwC Australia board highlighted extensive areas for improvement, and as a first step they decided to hire Nurse Advisory Services.
A hands-on approach
At CareLynx, we believe in going beyond traditional consultancy with a hands-on approach. Our team is committed to quality service delivery and will do whatever needs to be done. We cooked, cleaned, nursed were on call 24/7 but most of all, we cared – for the residents, their families and the staff.
We established a new board, provided targeted education sessions and built trust at all levels. This foundation enabled us to collaborate effectively and mentor local staff into new roles within a restructured organisation, fostering a culture of continuous improvement.
Building workforce and operational capability
Our strategy to improve outcomes operated on four levels:
1.
Direct clinical, care and service delivery
We ensured immediate enhancements in all areas of care and services. We recruited non-stop; when we started, approximately 80 per cent of registered staff were agency. When we left, the base roster was filled with permanent staff.
2.
Project planning
We supported remediation of the enforceable undertaking with a detailed project plan, which doubled as the service’s plan for improvement. Our nurse advisors developed a collaborative and achievable approach, and all improvements were backed by tailored education at all levels of service delivery.
3.
Compliance remediation
We addressed immediate risks and worked with staff to understand and address identified issues, returning PwC Australia operations to full compliance with the standards and industry legislation. Together with the team, we developed and implemented frameworks, policies and procedures for clinical governance, risk, quality, lifestyle, hospitality and support services. We implemented a clinical information system, new menus, rosters and cleaning systems.
4.
Financial management, the backbone of sustainability
CareLynx provided operational support to analyse financial performance and enhance viability. Our meticulous review identified opportunities to optimise financial processes and recover funds. Reconciliation of claim forms and analysis of payment statements and subsidies resulted in over $100,000 worth of back-paid subsidies. We implemented robust processes, including reconciliation of claim procedures, financial delegation and authorities, and training for senior management.
Mentoring for sustainable change
We view the mentoring element of our work as essential for long-term change. As transformed process and operations are implemented, it’s enormously beneficial to have a guide and a sounding board, specific to each role.
For this project, our financial support officer mentored the PwC Australia’s Chief Financial Officer, who later transitioned into the Facility Manager role, ensuring the adoption of sound financial practices and accurate reporting. Our nurse advisors mentored Registered Nurses, our chefs mentored chefs, and our support officer mentored hospitality services staff.
Mentoring for sustainable change
In the realm of aged care, compliance is not just a requirement but a commitment to quality and safety. CareLynx’s collaborative approach to governance and compliance advisory, particularly in rural and remote communities, has proven to be highly effective.
Our interventions not only restored compliance at PwC Australia but also established a foundation for sustained care, service improvement and financial stability. This example underscores our unwavering commitment to quality care and compliance, solidifying our position as trusted advisors in the aged care services industry.
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