Module 1.3 Continuous improvement - Facilitator guide
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Australian Aged Care Quality Agency (Quality Agency) encourages the dissemination and exchange of information. All material presented within this handbook and on our website is provided under a Creative Commons Attribution 4.0 Australia, with the exception of:
The Quality Agency’s logo, and content supplied by third parties.
The details of the relevant licence conditions are available on the Creative Commons website, as the full legal code for the CC BY 4.0 AU license.
Attribution
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© Australian Aged Care Quality Agency 2017.
Third party copyright
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HDB-EDU-0134 v15.0
Contents
What is Qassist?
Accessing Qassist learning modules and fact sheets
Foundation modules
Case management modules
Foundation modules
Case management education programs
Qassist fact sheets
Consumer guides
Using the Qassist learning modules and fact sheets in the workplace
How to use the facilitator’s guide
Module 1.3 – Facilitation information
Facilitator’s resources and references
Session plan
Attachments:
Activity 1 – Continuous improvement cycles
Activity 3– Developing a Plan for Continuous improvement
What is Qassist?
Qassist is our regulatory compliance assistance education program. This program and related learning modules are designed to support the aged care sector to improve compliance and consumer outcomes.
Accessing Qassist learning modules and fact sheets
The learning modules and fact sheets fall into two broad categories that inform our compliance assistance program and resources – Foundation modules and Case management modules.
Foundation modules
These modules are designed to provide the sector with an understanding of the regulatory system and its requirements.
These modules provide the foundation for getting to know the Quality Agency, the aged
care standards, continuous improvement, risk in aged care, consumer dignity, choice and feedback. They are targeted at everyone in the sector.While these foundation modules have been designed for compliance assistance purposes as part of our case management responses, they can be used by providers as part of their internal staff training and resource provision as required.
The foundation learning modules include a facilitator guide, presentation resources and associated fact sheets. All of these modules are available for download on our website .
Case management modules
These modules are focused on supporting services to address non-compliance and are specifically designed to support our regulatory case management and monitoring activity.
These modules are only available as Quality Agency facilitated programs through our compliance assistance education program. To apply for compliance assistance education support you can submit an expression of interest (EOI) on our website. Please note compliance assistance education is provided subject to eligibility criteria. For further details on compliance assistance education go to
The case management fact sheets for each module are available for download on our website.
Foundation modules
UNDERSTANDING THE REGULATORY SYSTEM AND ITS REQUIREMENTS
Module 1.1 - Aged Care and Quality Agency overview
Provides the opportunity to explore the big picture and the changing environment of aged care where consumer choice and control is the focus. The module also includes the Quality Agency’s regulatory functions and how quality assessment is undertaken.
Module 1.2 - Getting to know the Standards
Provides an overview of the meaning and intent of the aged care Standards, together with an introduction on demonstrating performance and continuous improvement against the Standards.
Module 1.3 - Continuous improvement
Addresses the importance of continuous improvement being undertaken in collaboration with consumers and staff especially in the areas of demonstrating outcomes for consumers, staff and the service.
Module 1.4 - Understanding risk
Addresses risk management in an aged care context and how to approach managing risk while supporting consumer choice.
Module 1.5 – Consumer dignity and choice
Addresses consumers’ right to privacy, dignity and choice in aged care and provides an overview of the legislation and principles that provide the sector with guidance on consumer dignity and choice.
Module 1.6 – Using consumer feedback
Provides practical strategies to facilitate consumer and representative feedback and how it can be used to support service development, delivery and improvement.
Case management education programs
- DEMONSTRATING PERFORMANCE AGAINST THE STANDARDS
Modules 2.1 – 2.3. Supporting services with compliance issues.
Includes undertaking self-assessment and responding to non-compliance. For example, services that may be experiencing compliance issues or new market entrants. These modules are targeted at management with responsibility for addressing and maintaining compliance and are only available through our case management processes.
- ADDRESSING CONSUMER FOCUS, AREAS OF PREVALENT RISK AND NEW PROGRAMS
Modules 3.1 – 3.3Improving the sector and consumer focus.
Includes ongoing assessment and planning and a person centered approach to risk. These modules are targeted at both frontline staff and management and are currently only available through our case management processes.
Qassist fact sheets
Module fact sheets are available to support on the job or workplace based learning for staff.
The fact sheets contain a summary of the key information related to the module topic on the front page and suggested learning activities and questions to support personal exploration of the topic or group discussion on the back page. You can use this in a variety of ways and we encourage you to be creative. Use the factsheets to brainstorm with as many people as you can whether it is through a staff meeting, toolbox talks or in training sessions. More tips on using the resources in the workplace are detailed shortly.
Qassist factsheets are available for all the Qassist modules as listed below:
UNDERSTANDING THE REGULATORY SYSTEM AND ITS REQUIREMENTS
1.1Aged Care and Quality Agency overview
1.2Getting to know the Standards
1.3Continuous improvement
1.4Understanding risk
1.5Consumer dignity and choice
1.6Using consumer feedback
DEMONSTRATING PERFORMANCE AND CONSUMER OUTCOMES
2.1Responding to non-compliance
2.2Undertaking a self-assessment
2.3Governance (proposed)
ADDRESSING CONSUMER FOCUS, AREAS OF PREVALENT RISK AND NEW PROGRAMS
3.1Ongoing assessment and planning with consumers
3.2Person centred approach to risk
3.3Safeguarding vulnerable consumers (proposed)
Consumer guides
In addition to the above factsheets the following consumer guides can be used to support consumer engagement in quality assessment and continuous improvement as a standalone resource or in combination with areas above. These are available on our website .
•Consumer guide to accreditation
•Consumer guide to quality review
•Consumer guide to continuous improvement
Using the Qassist learning modules and fact sheets in
the workplace
The ways Qassist can be used are wide and varied. Facilitators are encouraged to be creative when deciding how best to use the resources to meet the learning needs. The following three steps may assist in using the learning modules and fact sheets.
Step 1 – Identify learning needs
Consider the core skills and knowledge required to achieve both individual and organisational goals in the areas of:
•Consumer focus
•Quality assessment
•Understanding the regulatory framework
•Requirements for compliance
Consider the following questions to assist in identifying the learning needs:
•How can effective performance in these areas be achieved?
•What skills and knowledge need to be developed and by whom?
•Are there specific knowledge gaps that need to be addressed?
•Has there been any new legislation, policies or procedures introduced?
•Are there any performance or work health and safety issues?
•Are there any new staff members
Step 2 – Develop a learning plan based on these identified needs.
This could be individual or group based, job role specific or service/organisation delivered, dependent on the needs.
Consider the following questions when developing a learning plan:
•How does formal and informal learning currently happen in your workplace?
•Which of the following is available – on-the-job through buddying and mentoring, off-the-job, network based, formal workplace sessions (e.g. lunchtime ‘hot topic’ discussions)?
•How do people prefer to learn?
•What is the priority for learning?
•What does the training need to achieve – what will be the impact in the workplace?
•How will you determine the effectiveness of the training?
•What resources are available? Training facilities, presenters, subject matter experts
•Do you have a training calendar?
Step 3 – Review the Qassist learning modules and fact sheets, select the ones that will address learning needs, customise for the session, prepare for the learning session and facilitate the session.
It can be a good idea to consider using a reflective practice model as part of your learning approach. For example, by exploring these three key questions:
Suggestions for implementing Qassist in your workplace:
•Incorporate different Qassist modules into your workplace induction program.
•Select modules to meet identified learning needs.
•Use different fact sheets as a focused 10-15 minute ‘tool box sessions’.
•Schedule modules as an agenda item at staff meetings. These short and focused sessions will get staff on the same page, quickly and efficiently.
•Link discussionsspecifically to service delivery strategy and consumer outcomes, and identify opportunities for improvement.
•Use real case studies based on consumers ‘lived experience’ or situations that occur in daily practice.
•Provide the resources to mentors and buddies to assist them in supporting workplace learning.
•Follow up learning byseeking feedback, providing/identifying relevant resources and further learning opportunities.
•Identify improvements/changes that participants can implement in their workplace as a result of the learning.
How to use the facilitator’s guide
This facilitator guide includes detailed notes, PowerPoint slides, discussion prompt questions, activity instructions and resources.
Layout
To make it easy for you to follow the content layout is reflected in the following table format.
Slide / Time / Facilitator information / ResourcesPowerPoint
Slide number / Section duration / Content detail, facilitation process, notes for facilitator / Links to activity resources
For example
Slide / Time / Facilitator information / Resources3 /
5 mins / ASK participants what they understand is meant by the term “quality care”?
Brainstorm what does “quality” mean?
Record responses on a whiteboard or flipchart
Information in italics is for facilitator to use as prompts and/or ensure all information is covered / Fact sheet 1.3
Whiteboard or flipchart
Qassist Module 1.3 – Continuous improvement
1
Module 1.3 – Facilitation information
Aim
The session aims toenhance participants understanding of continuous improvement. This includes designing, implementing and evaluating improvements in collaboration with consumers, staff and other key stakeholders.
Learning outcomes
Through active participation participants will be able to:
•Describe continuous improvement.
•Describe and demonstrate the results of continuous improvement.
•Identify ways to maximise continuous improvement opportunities.
•Improve consumer engagementin continuous improvement activities.
Target audience
This session is designed for management and staff who are working in residential care services, home care services and National Aboriginal and Torres Strait Islander Flexible care programs.
Session overview
Duration approximately 105 minutes
Time / Session content/activities/notes5 mins / Introduction to the session
20 mins / Continuous improvement in the aged care sector
20 mins / Activity 1 – Continuous improvement cycles: What do they look like?
10 mins / Continuous improvement and quality systems
20 mins / Activity 2 – Demonstrating outcomes and results
20 mins / Activity 3 – Developing a plan for continuous improvement (optional)
10 mins / Learning and reflection
Facilitator’s resources and references
Session Plan
The session plan contains detailed information relating to the topic, discussions and activities. The session plan guides the facilitation of the session and assists the facilitator in relation to content, timing and resources. The PowerPoint presentation is used as guidance for facilitators and does not contain as much detailed information as the session plan. Facilitators should refer to the session plan in the first instance to ensure they have a thorough understanding of the topic and delivery method.
Module 1.3Resources
Ensure you have the following resources:
•Session specific
-Accreditation Standards, Home Care Common Standards or NATSI Flexi Care Standards handout (whichever is applicable)
-Activity 1– Continuous improvement cycles - card sort – at the back of this guide
-Activity 2 – Demonstrating outcomes
-Activity 3 – Plan for continuous improvement (optional) – at the back of this guide
-Factsheet
-1.3 Continuous Improvement
-PowerPoint presentation – Continuous Improvement (including printed copies with note taking area to be handed out to participants)
•Laptop
•Data projector – speakers
•Flipchart paper
•Highlighter pens
•Whiteboard markers
References
•Aged Care Legislation–
•Aged Care Road Map–
•Let’s Talk About Quality: Shaping the future. National consultation report December, 2015. AACQA –
•Practices and processes guide, November 2015. AACQA –
•Results and processes guide, October 2014. AACQA –
Qassist Module 1.3 – Continuous improvement1
Session plan
Module 1.3 – Continuous improvement
1 / 5 mins
/ Introduction
NB: be aware of using acronyms, terminology and/or specific sector language during the session. Some participants may be new to the sector.
•Welcome
•Acknowledgement of country (I would like to begin by acknowledging the Traditional Owners of the land on which we meet today. I would also like to pay my respects to Elders past and present)
•Introduce topic (Session will go for approximately 2 hours with inclusion of activity 3, or 1.5 hours without activity 3)
•Quick Ice Breaker (name, how long people have been working in the sector, how long took to get here, previous job). /
2 / 5 mins / Learning outcomes
Outline the learning outcomes for the session:
•Describe continuous improvement.
•Describe and demonstrate the results of continuous improvement.
•Identify ways to maximise continuous improvement opportunities.
•Improveconsumer engagementin continuous improvement activities.
Inform participants that the session is designed to be interactive and their active participation will increase their learning.
3 / 10 mins / Continuous improvement in aged care
ASK –
•Does anyone know the difference between continuous improvement and quality assurance?
-Continuous improvement - Improving compliance against the Standards, going beyond compliance, process and system focused, proactive, many involved. (e.g. adding to menu after feedback from consumers)
-Quality Assurance - Measuring compliance against the Standards, meeting the Standards, audits, inspections, issue focused(eg monitoring food temperature)
ASK –
•Does anyone have any examples of quality assurance and/or
•Continuous improvement they may have been/are involved in
•What has been the impact or results of a continuous improvement project?
•What change this had on their role or outcomes for consumers?
Legislated requirements for CI
•The Quality Agency Principles 2013 set out the requirements for continuous improvement, and having a continuous improvement plan, for Residential care services and Home care services.
•The Quality of Care Principles 2014identifies the Accreditation Standards and the Home Care Common Standards which both include expected outcomes that specify continuous improvement.
How does NATSI Flexi fit
- Although not legislated, the Quality Review for NATSI Flexible Aged Care Program has an overarching principle of continuous quality improvement (CQI). This principle is about always looking to improve services and outcomes for people. It means looking for better ways to do things.
In aged care continuous improvement (Ci)is a systematic, ongoing effort to raise a service’s performance against the Standards:
•Essential part of a quality system
•Documented improvements should include:
-Where the idea came from (input)
-What actions were taken (output)
-What was the result/achievement (outcomes)
•Ranges from small initiatives to significant strategic projects
ASK –
Are there any planned continuous improvement initiatives/projects currently underway in your workplace? / White board or Flip charts
Quality Agency Principles
Quality of Care Principles
Quality Review for NATSI Flexible Aged Care Program
4 / 5 mins / The Standards and continuous improvement
(Select Standards applicable to participants)
(NOTE - Module 1.2 – Getting to Know the Standards provides more information re the Standards and expected outcomes)
Accreditation Standards (Residential Aged Care)
Hand out the Standards Fact Sheet
Refer participants to expected outcomes 1.1, 2.1, 3.1, 4.1 – Continuous improvement
ASK –
What are the key words within each of those outcomes? Actively, pursue, continuous
(Key words are words that provide focus and specific meaning to the direction of what the service needs to do to demonstrate it meets the requirements of each expected outcome).
What are the meanings of those words in relation to CI?
•Actively – showing involvement or energy, in a deliberate and positive way
•Pursue – strive for something, follow
•Continuous –without ceasing, constant, ongoing