What a Registered Provider Will Ask of You as an Associated Provider
You're not registered. But the registered provider you work for is, and it's accountable for what you deliver.
So expect questions. If you're wondering about Support at Home associated provider compliance requirements, this is what registered providers will usually want to see, and how to be ready.
Why they'll ask
The registered provider is responsible for the quality, safety and compliance of the services you deliver. It must have processes to oversee them, and the Commission expects it to supervise you.
It can't hand that responsibility over. A registered provider that engages you stays accountable, so it needs to be able to show how it monitors quality and safety, screens and checks workers, manages incidents and complaints, and keeps its agreements and reporting in order.
That isn't a judgement on you. It's their job, and they can't do it without seeing what you do.
What they'll usually ask for
1. Proof your workers are screened Your workers are aged care workers of the registered provider, so they need to be screened. That means a police certificate (less than three years old) or an NDIS Worker Screening Clearance.
The registered provider must make sure all its aged care workers are screened, including the ones you employ or engage. It must also keep an up-to-date record of their checks. So expect to be asked for copies or details, not just a "yes, they're checked".
2. Training and the Code of Conduct Your workers must be suitably trained and qualified for the services they deliver. Expect questions about that, and about whether they know the Aged Care Code of Conduct and the Statement of Rights.
3. Incidents The registered provider is responsible for making sure reportable incidents are identified, managed, recorded and reported to the Commission on time. You're part of that.
So expect the registered provider to want your staff to know what an incident is, to escalate it straight away, and to help it meet its reporting deadlines. Record incidents and tell them quickly. Agree that you'll alert them straight away when a serious incident happens, and know who you tell, and how.
4. Complaints and risk Expect to share complaints about the services you deliver, and what you did about them. Expect questions about the risks in your services and how you manage them. Registered providers are advised to keep a closer eye on higher-risk services, such as clinical, nursing and personal care.
How registered providers keep track
The Commission gives registered providers some practical steps for keeping track of their associated providers. They:
- set out who is responsible for what
- monitor the quality of care through feedback, quality indicators, complaints and incidents
- report on performance to their governing body
- review their arrangements and policies regularly
So the questions you get may follow that pattern. If your records are easy to share, those conversations are short.
If you work for a CHSP provider
CHSP providers are registered under the same Act and have the same obligations, so everything above applies to you too. In CHSP you may still hear the word subcontractor instead of associated provider.
Free training
The Commission's online learning system, Alis, is free for associated providers, their workers and governing body members. Contact the Commission to get access, and tell them which registered provider you work with.
How to be ready
- Keep one place for your records: incidents, risks, complaints and worker checks
- Agree in writing what you'll report, how and when
- Agree how you'll share it: a regular summary of incidents, complaints, risks and worker checks, or a walkthrough when they want to look
- Review it regularly, not just when you're asked
- Know who your contact is at the registered provider
How Comm.care helps
The Comm.care Quality Management System keeps incidents, risks, complaints and worker checks together in your own account. Less paperwork, less chasing, and you can show the registered provider what they need.
We don't promise it will make you compliant. That depends on your practice. It makes the records easier to keep and easier to share.
This article is general information, not legal or compliance advice. Always confirm your obligations with the Aged Care Quality and Safety Commission and your registered provider.