Australian Government Department of Veterans' Affairs
Our six year contract with DVA involved reviewing the quality of service delivery of approximately 700 community service organisations across Australia that are contracted to DVA to provide community nursing and personal care services to veterans.Agencies were assessed against DVA's quality and service standards.
Each year, AHA conducted site visit reviews for over 100 service providers around Australia.The reviews encompassed all aspects of the provider's service delivery, including systems, staffing, training, quality programs and funding.
The process also included clinical audits which involved visiting veterans in their homes, to evaluate the appropriateness and quality of the services they received, including conducting independent assessments of the veterans as required Reports on the reviews were provided to service providers and DVA.
We reported monthly to DVA on the progress and outcomes of the quality review program, including identifying areas of concern or areas where improvements could be made.
Tasks undertaken included:
• Management of a large scale, complex, community care quality assurance program
• Clinical assessment of the needs of veterans, conducted in their homes
• File auditing, including assessing the appropriateness of assessment, planning and re-assessment processes
• Reporting to government on quality assessment processes, including making recommendations for improvement.