Aged Care providers operate in what can be a difficult environment. Media, politics, the ease of covert surveillance and issues of diversity are impacting the sector at a time economic, supply and workforce issues are being felt. Those of us who have been around long enough will see a cyclic pattern related to funding and regulation, however, there are tectonic shifts underway unlike those that have occurred in the past.
Providers are being asked to be more transparent, adapt to new regulation and do it all while under economic and human resource pressure. The new regulations (upon which accreditation to operate is dependent) include the following;
“The organisation’s governing body promotes a culture of safe, inclusive and quality care and services and is accountable for their delivery”
“I feel I belong and I am safe and comfortable in the organisation’s service environment.”
“I feel safe and am encouraged and supported to give feedback and make complaints. I am engaged in processes to address my feedback and complaints, and appropriate action is taken.”
“Consumers, their family, friends, carers, and others are encouraged and supported to provide feedback and make complaints.”
“An open disclosure process is used in resolving complaints and when things go wrong.”
“The workforce behaves and interacts with each consumer in a way that is caring and respectful, and embraces their identity, culture and diversity.”
By no means is this a full list of the changes being forced on the industry, but the direction is clear. CEO’s will be held accountable for systems supporting quality clinical care like never before and those systems (requiring partnership at all levels, open disclosure, and clinical best practice) will require a significant cultural change in many, if not all current business units.
RESTORATIVE COMMUNICATION – CONSULTING AND TRAINING
Restorative Communication offers targeted help in this area. We use strategies born out of Restorative Justice, NonViolent Communication (also known as Compassionate, or Needs Based Communication) together with the considerable academic knowledge base developed into ‘Cultures of Safety’ (from traditional primary care environments) to facilitate the cultural change demanded by the new wave of regulation.
With more than 25 years experience working in clinical, education and management roles within the industry Restorative Communication is placed well to assist providers navigate the delicate cultural changes required, and assist in the co-creation of systems that meet the new and evolving regulatory environment.