Attainment against the Health and Disability Services Standards The following contains the results of all the standards assessed by the auditors at this audit. Depending on the services they provide, not all standards are relevant to all providers and not all standards are assessed at every audit. Please note that Standard 1.3.3: Service Provision Requirements has been removed from this report, as it includes information specific to the healthcare of individual residents. Any corrective actions required relating to this standard, as a result of this audit, are retained and displayed in the next section. For more information on the standards, please click . For more information on the different types of audits and what they cover please click . Standard with desired outcome Attainment Rating Evidence Standard 1.1.13: Complaints Management CI The number of complaints received each is reported monthly to care services via the facility benchmarking spread sheet. The of the consumer to make a complaint is There is a complaints flowchart. understood, respected, and upheld. D13.3h. The complaints procedure is provided to resident/relatives at entry and prominent around the facility on noticeboards. A complaint management record is completed for each complaint. A record of all complaints per month is maintained by the facility using the complaint register. Documentation including follow up letters and resolution demonstrates that complaints are well managed. . Discussion with residents and relatives confirmed they were provided with information on complaints and complaints forms. 2014 and 2015 to date complaints were reviewed. All were well documented including investigation, follow up letter and resolution. The service continues to exceed the standard around implementing learning’s from complaints. Standard 1.1.8: Good Practice CI Bupa Fergusson continues to exceed the required standard around good practice. Evidence-based practice is evident, promoting and encouraging good practice. Registered nursing staff are available seven days a week, 24
Attainment against the Health and Disability Services Standards The following contains the results of all the standards assessed by the auditors at this audit. Depending on the services they provide, not all standards are relevant to all providers and not all standards are assessed at every audit. Please note that Standard 1.3.3: Service Provision Requirements has been removed from this report, as it includes information specific to the healthcare of individual residents. Any corrective actions required relating to this standard, as a result of this audit, are retained and displayed in the next section. For more information on the standards, please click . For more information on the different types of audits and what they cover please click . Standard with desired outcome Attainment Rating Evidence Standard 1.1.13: Complaints Management The of the consumer to make a complaint is understood, respected, and upheld. CI The number of complaints received each is reported monthly to care services via the facility benchmarking spread sheet. There is a complaints flowchart. D13.3h. The complaints procedure is provided to resident/relatives at entry and prominent around the facility on noticeboards. A complaint management record is completed for each complaint. A record of all complaints per month is maintained by the facility using the complaint register. Documentation including follow up letters and resolution demonstrates that complaints are well managed. . Discussion with residents and relatives confirmed they were provided with information on complaints and complaints forms. 2014 and 2015 to date complaints were reviewed. All were well documented including investigation, follow up letter and resolution. The service continues to exceed the standard around implementing learning’s from complaints. Standard 1.1.8: Good Practice CI Bupa Fergusson continues to exceed the required standard around good practice. Evidence-based practice is evident, promoting and encouraging good practice. Registered nursing staff are available seven days a week, 24
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