Page 5 - CC Winter Staff Newsletter_June 2019_FINAL

5 COLOURS OF CRANBROOK, WINTER 2019

Standard 3 Standard 6
Personal and clinical care Feedback and complaints

Resident Outcome: I get personal care, clinical care Resident Outcome: I feel safe and am encouraged
or both personal and clinical care, that is safe and right and supported to give feedback and make complaints.
for me. I am engaged in processes to address my feedback and
complaints, and appropriate action is taken.
We need to provide personal and clinical care that is
focused on our residents’ goals, preferences and needs. We need to respond to residents/families/representatives
feedback or complaints including saying sorry and being
There is a strong focus on high impact risks such open about things that may have gone wrong and
as pressure injuries, medication management, pain what we are going to do. We need to know that things
management as well as choking, hearing loss, delirium, have changed or improved as a result of acting on and
deteriorating residents, nutrition and hydration, restraints resolving a complaint.
and managing behaviours. We need to promptly identify
when a resident's condition changes to ensure our
residents receive safe quality care.
Standard 7
Human Resources

Standard 4 Resident Outcome: I get quality care and services
Services and supports for daily living when I need them from people who are knowledgeable,
capable and caring.
Resident Outcome: I get the services and supports for
daily living that are important for my health and well- We need to be kind, caring and respectful
being and that enable me to do the things I want to do. towards residents.

We need to support our residents to do as much
as they can for themselves. We need to help them
to do the things that interest them, have social and Standard 8
personal relationships and be part of the community. Organisational governance
This may include choices that have higher risks than
we might recommend. Resident Outcome: I am confident the organisation
is well run. I can partner in improving the delivery of
care and services.

Standard 5 We need to work with residents to provide high quality
Organisation’s service environment care and services and use residents’ feedback to improve
the way things get done. We need to respond in an open
Resident Outcome: I feel I belong and I am safe and and transparent way when things go wrong. Every level
comfortable in the organisation’s service environment. in the organisation needs to know how risks are being
managed and how quality is maintained. Processes and
We need to support our residents to be independent systems need to identify and address areas of high risk
and to get around the inside and outside areas, and outcomes need to be analysed and compared to
including those with limited mobility. ensure we provide a high standard of care. This includes
a continuous improvement framework to ensure we are
continually doing better and enhancing the lives of the
residents in our care.

If you have any questions about the new Quality Standards,
please discuss this with your Director of Care Services.