Guidanceand Resourcesfor Providers to supportthe Aged Care QualityStandardsCopyrightAged Care Quality and Safety Commission(Commission) encourages the disseminationand exchange of information. All material presentedwithin this guide and on our website is providedunder a Creative Commons Attribution 3.0 Australia,with the exception of:• the Commission’s logo, and content suppliedby third parties.The details of the relevant license conditionsare available on the Creative Commons website,as is the full legal code for the CC BY 3.0 AU license.Published December 2019Q-Pulse number HBD-ACC-0032Version 4.01800 951 822agedcarequality.gov.auAttributionMaterial obtained from this guide is to be attributedto the Commission as:©Aged Care Quality and Safety Commission 2018.CITE: Aged Care Quality and Safety Commission 2018,Guidance and Resources for Providers to supportthe Aged Care Quality Standards.Guidance and Resources for Providers to supportthe Aged Care Quality Standards is accurateas of publication in May 2019. For the latest versionand updates, please refer to our website.Aged Care Quality and Safety Commissionagedcarequality.gov.auContentsIntroduction 2About the Aged Care Quality StandardsStandard 1 5Consumer dignity and choiceStandard 2 29Ongoing assessment and planning with consumersStandard 3 53Personal care and clinical careStandard 4 87Services and supports for daily livingStandard 5 117Organisation’s service environmentStandard 6 131Feedback and complaintsStandard 7 147Human resourcesStandard 8 167Organisational governanceGlossary 1892 agedcarequality.gov.auOrganisations providing Commonwealthsubsidised aged care services are requiredto comply with the Aged Care QualityStandards (Quality Standards) from 1 July2019. Organisations will be assessed andmust be able to provide evidence of theircompliance with and performance againstthe Quality Standards.The Quality Standards focus on outcomesfor consumers and reflect the level of careand services the community can expect fromorganisations that provide Commonwealthsubsidised aged care services.The Quality Standards are madeup of eight individual Standards:1. Consumer dignity and choice2. Ongoing assessment and planningwith consumers3. Personal care and clinical care4. Services and supports for daily living5. Organisation’s service environment6. Feedback and complaints7. Human resources8. Organisational governance.Consumer dignity and choiceHuman resourcesOrganisato g n O ional governanceing assessmentandplanning with consumersanPdercslionnicaallccaarereServices and supportsfor daily livingOrganisation’s serviceenvironmentFeedback and complaintsIntroductionAbout the Aged Care Quality Standardsagedcarequality.gov.au 3Each of the Standards is expressedin three ways:• a statement of outcome for the consumer• a statement of expectationfor the organisation• organisational requirementsto demonstrate that the Standardhas been met.Compliance with the Quality Standardsis mandatory from 1 July 2019. Organisationsare required to demonstrate performanceon an ongoing basis to meet AustralianGovernment requirements. The AustralianGovernment may take action when providersdo not comply. This includes under aged carelegislation or through the funding agreementwith the organisation.The Quality Standards provide a frameworkof core requirements for quality and safety.Some Standards will apply differentlyto organisations, depending on the typesof care and services they provide. Manyorganisations will go beyond these corerequirements to provide a higher qualityof care and services for consumers.About this Guidance materialThis Guidance material is intended to assistorganisations to implement and maintaintheir compliance with the Quality Standards.It describes the intent of the Standardsand expectations of performance, alongwith supporting information, and examplesof evidence of compliance. This alsoprovides an indication of the mattersthat Aged Care Quality Assessors (qualityassessors) consider in assessing compliance.This Guidance material is not a legaldocument and does not form part of theQuality Standards. It guides compliancewith the Quality Standards but does notpurport to provide comprehensive guidancein relation to best practice provision of agedcare services. Further, compliance withthe Quality Standards in accordance withthis Guidance material does not relieveorganisations of their obligation to complywith all relevant laws of the jurisdictionin which they operate. Organisations are alsoexpected to take account of other recognisedguidance that might be specific to theservices they deliver. This includes guidanceproduced by the Department of Health,and other relevant authorities.Using the Guidance materialThis Guidance material has beenwritten for organisations that provideCommonwealth subsidised aged careservices. It is designed to supportorganisations and their workforce to:• understand the Quality Standards andwhat is expected when the Standardsare assessed• reflect on everyday practice and areasfor improvement• know when they are being achieved• undertake ongoing performance reviewsagainst the Quality Standards.In relation to each of the Standards,this Guidance material provides:• some background information abouteach Standard• the intent of each Standard andhow it supports the consumer outcome• key resources relevant to each Standard• legislation relevant to each Standard.This Guidance material also provides(described as part of each Standard):• the intent of the requirement and howit supports the consumer outcome• reflective questions on everyday practiceIntroductionAbout the Aged Care Quality Standards4 agedcarequality.gov.au• examples of the types of evidence thatan organisation may use to demonstratethat it is meeting the requirements• case studies.The organisation is responsible for meetingthe Quality Standards and deciding howto do this. They are expected to show howtheir approach enables them to meet therequirements of the Quality Standards. Agedcare organisations vary in size and structureand will have different ways of meeting theQuality Standards. This Guidance materialdoesn’t cover all possible strategies orsources of evidence that could be used byan organisation. Examples of strategiesand evidence that are not listed can alsobe used to demonstrate performance.Each organisation should interpret theGuidance material considering its ownservice delivery model.Importantly the Guidance material is notprescriptive, nor is it clinical guidance.It doesn’t include instructions or ‘howto’ information on the different aspectsof care. Organisations are expected to takeaccount of other recognised guidancethat might be specific to the servicesthey deliver. This includes guidanceproduced by the Department of Health,and relevant authorities.Aged Care Quality and SafetyCommission assessmentof performanceThe structure of the Quality Standards allowsquality assessors’ processes for assessmentand monitoring to focus on consumeroutcomes and consider evidence of theconsumer’s experience and the systems andprocesses that the organisation has in placeto support the provision of safe and qualitycare and services.For each of the requirements, qualityassessors expect the organisation andtheir workforce to demonstrate that they:• understand the requirement• apply the requirement, and this is clearin the way they provide care and services• monitor how they are applying therequirement and the outcomes they achieve• review outcomes and adjust practicesbased on these reviews to keep improving.Quality assessors are proportionate in howthe Quality Standards are applied to differenttypes of services. Quality assessors considerthe size and type of services and therelevance of the requirement to the serviceprovided. The strategies used to achievethe outcomes will vary in complexity, scopeand scale, based on the type of organisation,the consumer profile, and the risk to thesafety, health and well-being of consumers.The Aged Care Quality and SafetyCommission will consider this Guidanceso that the intent of the Standard is appliedconsistently when deciding whetheran organisation meets the requirementsof the Quality Standards.Subcontracted services will not be separatelyassessed against the Quality Standards.The organisation that receives fundingdirectly from the Australian Governmentis expected to ensure its workforce (includingsubcontractors) meets its responsibilities.This is because ultimately the fundedorganisation will be held responsible for thedelivery of safe and quality care and servicesin accordance with the Quality Standards.IntroductionAbout the Aged Care Quality StandardsConsumer dignity and choiceStandard 1 |agedcarequality.gov.au 56 agedcarequality.gov.au agedcarequality.gov.auRequirements1 (3) The organisation demonstratesthe following:1 (3) (a) Each consumer is treatedwith dignity and respect,with their identity, cultureand diversity valued.1 (3) (b) Care and services areculturally safe.1 (3) (c) Each consumer is supportedto exercise choice andindependence, including to:(i) make decisions about theirown care and the way careand services are delivered;and(ii) make decisions about whenfamily, friends, carers orothers should be involvedin their care; and(iii) communicate their decisions;and(iv) make connections withothers and maintainrelationships of choice,including intimaterelationships.1 (3) (d) Each consumer is supportedto take risks to enable themto live the best life they can.1 (3) (e) Information provided to eachconsumer is current, accurateand timely, and communicatedin a way that is clear, easyto understand and enablesthem to exercise choice.1 (3) (f) Each consumer’s privacyis respected and personalinformation kept confidential.Consumer outcome1 (1) I am treated with dignityand respect, and canmaintain my identity.I can make informedchoices about my careand services, and livethe life I choose.Organisation statement1 (2) The organisation:1 (2) (a) has a culture ofinclusion and respectfor consumers; and1 (2) (b) supports consumersto exercise choice andindependence; and1 (2) (c) respects consumers’privacy.Consumer dignity and choiceStandard 1 |agedcarequality.gov.au 7Standard | 1Purpose and scopeof the StandardStandard 1 is a foundation Standardthat reflects seven important concepts.These concepts recognise the importanceof a consumer’s sense of self. They alsohighlight the importance of the consumerbeing able to act independently, maketheir own choices and take part in theircommunity. These are all importantin fostering social inclusion, healthand well-being.Dignity and respectBeing treated with dignity and respectis essential to quality of life. It includesactions to recognise consumer’s strengthsand empower them to be independent.It means communicating respectfully andrecognising and respecting a consumer’sindividuality in all aspects of care andservices. Dignified and respectful care andservices will help consumers to live theirlives the way they choose, including socialand intimate relationships.Identity, culture and diversityAll aged care organisations are expectedto deliver care and services that are inclusiveand do not discriminate. Care and servicesare expected to be responsive, inclusiveand sensitive to culturally and linguisticallydiverse consumers. They are also expectedto be responsive, inclusive and sensitiveto consumers who are lesbian, gay, bisexual,transgender and intersex. They are alsoexpected to be responsive, inclusive andsensitive to consumers who are Aboriginaland Torres Strait Islander.The consumer defines their own identity andthis should be respected and not questioned.Respecting the identity, culture and diversityof a consumer, means understanding theirneeds and preferences. Organisationsare expected to provide care and servicesthat reflect a consumer’s social, cultural,language, religious, spiritual, psychologicaland medical needs.Cultural safetyThe consumer defines what cultural safety is.It’s their experience of the care and servicesthey are given and how able they feel to raiseconcerns. The key features of cultural safetyare; understanding a consumer’s culture,acknowledging differences, and beingactively aware and respectful of thesedifferences in planning and delivering careand services.Consumer dignity and choiceStandard 1 |8 agedcarequality.gov.auChoiceThe consumer’s right to make informedchoices, to understand their options, andto be as independent as they want, allaffect quality of life. The organisation needsto provide genuine options that supportchoice. The workforce needs to involve,listen to and respect the consumer’s viewsand communicate with the consumer abouttheir choices.Consumers who need support to makedecisions are expected to be provided withaccess to the support they need to make,communicate and take part in decisions thataffect their lives. When a representative isappointed to make decisions for a consumer,it’s expected that an organisation managesthis according to relevant law and bestpractice guidance.Providing choice also includes care andservices that the organisation might notprovide itself, that it could help the consumerto access. These services could be from otherspecialist providers or individuals, or theycould be services from other organisationsthat are better placed to support theconsumer’s needs.The location or environment may limitaccess to particular care and services. Theremay also be situations where consumerswon’t be able to have unlimited choice, suchas if their choice negatively affects otherpeople. In these situations, it’s expected thatthe organisation will take reasonable stepsto find alternatives that can help meet theconsumer’s needs and preferences.In all cases, it’s expected that organisationsmanage consumer choices in line with theAged Care Charter of Rights, their agreementwith the consumer and other responsibilitiesunder the Aged Care Act 1997, as well astheir obligations under competition andconsumer law.Dignity of riskDignity of risk is about the right of consumersto make their own decisions about their careand services, as well as their right to takerisks. Organisations need to take a balancedapproach to managing risk and respectingconsumer rights. If a consumer makes achoice that is possibly harmful to them,then the organisation is expected to helpthe consumer understand the risk and howit could be managed. Together, they shouldlook for solutions that are tailored to helpthe consumer to live the way they choose.Organisations have other responsibilitiesfor the health and safety of the workforceand others in the service environment. Inmeeting these obligations the organisationis expected to show how they involve theconsumer and look for solutions that havethe least restriction on the consumer’schoices and independence.Consumer dignity and choiceStandard 1 |agedcarequality.gov.au 9Standard | 1Assessment againstthis StandardFor each of the requirements,organisations need to demonstratethat they:• understand the requirement• apply the requirement, and thisis clear in the way they provide careand services• monitor how they are applyingthe requirement and the outcomesthey achieve• review outcomes and adjust theirpractices based on these reviewsto keep improving.Consumer dignity and choiceStandard 1 |InformationGiving consumers timely information in aform and language that they understandis vital to their ability to make an informedchoice and make sure they can get themost out of their care and services. Theneeds and abilities of each consumer willaffect the kind of information and howit’s communicated. Organisations areexpected to address barriers to effectivelycommunicating information, taking intoaccount health status, cognitive or sensoryability, and language.Personal privacyA key part of treating a consumer with dignityand respect is making sure their privacy isrespected. The organisation needs to makesure the behaviour and interactions of theworkforce and others don’t compromiseconsumer privacy. Organisations are alsoexpected to respect each consumer’s rightto privacy in how they collect, use andcommunicate the consumer’s personalinformation and manage this according torelevant law and best practice guidance.10 agedcarequality.gov.auConsumer dignity and choiceStandard 1 |Linked StandardsStandard 1 supports all of the other QualityStandards and is essential to providingconsumer-centred care.Relevant legislation• Aged Care Act 1997 (Cth), User RightsAmendment (Charter of Aged Care Rights)Principles 2019• Aged Care Act 1997 (section 11.3)Meaning of people with special needs• Privacy Act 1988 (Cth), Schedule 1,Australian Privacy PrinciplesResources and references• Aged Care Sector Committee Sub-Group(2017). Aged Care Diversity Framework 1• Aged Care Sector Committee Sub-Group(2019). Aged Care Diversity Frameworkaction plans 2• Australian Health Ministers’ AdvisoryCouncil (2016). Cultural Respect Frameworkfor Aboriginal and Torres Strait IslandHealth 2016-2026 3• Centre for Cultural Diversity in Ageing,Inclusive Service Standards 4• Cognitive Decline Partnership Centre (2018).Supported decision-making in aged care:A policy development guideline for agedcare providers in Australia. (2nd edition) 5• La Trobe University (2013).Sexuality Assessment Tool (SexAT)for residential aged care facilities 6• La Trobe University (2016). The RainbowTick Guide to LGBTI Inclusive Practice 71 https://agedcare.health.gov.au/support-services/people-from-diverse-backgrounds/aged-care-diversity-framework2 https://agedcare.health.gov.au/support-services/people-from-diverse-backgrounds/aged-care-diversity-framework-action-plans3 http://healthbulletin.org.au/articles/cultural-respect-framework-2016-2026-for-aboriginal-and-torres-strait-islander-health/4 http://www.culturaldiversity.com.au/service-providers/inclusive-services-standard5 http://sydney.edu.au/medicine/cdpc/documents/resources/SDM-Policy-Guidelines.pdf6 https://www.latrobe.edu.au/__data/assets/pdf_file/0008/746711/DCRC-Sexuality-Assessment-Tool-SexAT.pdf7 https://www.latrobe.edu.au/arcshs/health-and-wellbeing/lgbti-ageing-and-aged-care/resources-reports-and-trainingagedcarequality.gov.au 11Standard | 1Standard 1Requirement (3)(a)Each consumer is treatedwith dignity and respect,with their identity, cultureand diversity valued.12 agedcarequality.gov.auConsumer dignity and choiceStandard 1 | Requirement (3)(a)Intent of this requirementPeople are all shaped by personalcharacteristics, experiences, values andbeliefs. Aged care consumers have thesame diversity of characteristics and lifeexperiences as the rest of the community.Each consumer has social, cultural, language,religious, spiritual, psychological and medicalneeds that affect the care, services andsupports they need.No two consumers’ lived experiences arethe same. What is respectful or dignified forone consumer might not be for another. Thismeans organisations need to take the timeto listen to and understand each consumer’spersonal experience. They need to work withconsumers in an inclusive and respectfulway, using a consumer-focused approach.It’s important for an organisation to addressdiversity, whether or not a consumer has toldthem about their unique life experiences orcharacteristics. Using strategies to supportthe organisation’s commitment to diversityhelps consumers to feel confident sharingtheir identity and helps the workforce to seethem as a whole person.Reflective questionsHow does the workforce support therights of consumers in line with the Charterof Aged Care Rights?How would a consumer know that theorganisation is inclusive and would supportthem to express their culture, diversityand identity if they wanted?Does the organisation collaborate withothers or look for expert advice to supportit respond to a consumers’ diverse needs?How does the organisation supportthe workforce to understand how theirown culture, personal attitudes, valuesand beliefs affect the way they delivercare and services?Are there ways for consumers to reportdisrespectful care or discrimination inhow their care and services are delivered?What processes does the organisationhave for handling consumer-to-consumerdiscrimination while maintaining the dignityof all involved?agedcarequality.gov.au 13Standard | 1Examples of actions and evidenceConsumers• Consumers say they are treated withdignity and respect at all times.• Consumers say they feel accepted andvalued whatever their needs, ability,gender, age, religion, spirituality, mentalhealth status, ethnicity, backgroundor sexual orientation.• Consumers say they are treated fairly anddon’t experience discrimination.Workforce and others• The workforce can describe what treatingconsumers with dignity and respect meansin practice and what they would do ifthey thought a consumer’s dignity wasn’tbeing upheld.• The workforce can describe how theyrespect and promote cultural awarenessin their everyday practice.• The workforce show how they recognise,promote and value diversity, includingdifferences in culture, beliefs, relationshipsand sexuality.• Workforce orientation, training or otherrecords that show how the organisationsupported the workforce to meetthis requirement.Organisation• Strategic documents, policies andprocedures have an inclusive, consumercentred approach to delivering care andservices. They explain the organisation’scommitment to diversity.• A diversity action plan, or similar document,shows that the workforce has put strategiesin place for inclusive care and servicedelivery and these are followed.• Records show how consumers are involvedin defining dignity and respect, and waysthey believe dignity and respect canbe maintained.• Evidence that the organisation tellsconsumers about their rights, includingtheir right to have their dignity maintained,be treated with respect and how it supportsthe identity, culture and diversityof consumers when delivering careand services.Consumer dignity and choiceStandard 1 | Requirement (3)(a) 14 agedcarequality.gov.auStandard 1Requirement (3)(b)Care and servicesare culturally safe. agedcarequality.gov.au 15Standard | 1Intent of this requirementDelivering culturally safe care and servicesis about recognising, respecting andsupporting the unique cultural identitiesof consumers by meeting their needs andexpectations and recognising their rights.An understanding of a consumer’s culturalidentity can lead to better care and serviceoutcomes for consumers. What is culturallysafe for one consumer can be different towhat is culturally safe for another consumer.This can be true even among people whoidentify as being from the same group.Delivering care and services that areculturally safe, means working with theconsumer, and any other people they wantto involve, so that their cultural preferencesand needs can be understood. It goes furtherthan just respecting diversity. It means thatorganisations know what to do to make eachconsumer feel respected, valued and safe.Achieving culturally safe care andservices means that an organisation mustdemonstrate its inclusive care and supportfor cultural diversity for each consumerthroughout the Quality Standards.Reflective questionsHow does the organisation consider familyand community connections, and supportcultural customs, beliefs, needs andpractices when planning care and services?How does the management of theorganisation communicate to theworkforce about culturally safe servicepractices in relation to the unique needsof their consumers?Is the organisation’s commitmentto cultural safety clear to consumers,potential consumers and the workforce?How has the organisation embeddedsafe and inclusive practices in howit delivers care and services and withinits service environment?Do forms, surveys and information useinclusive and gender-neutral language?Do forms, surveys and informationprovide options that allow peopleto share their identity and their healthand support needs?Consumer dignity and choiceStandard 1 | Requirement (3)(b)16 agedcarequality.gov.auExamples of action and evidenceConsumers• Consumers say members of the workforcedelivering care and services understandtheir needs and preferences and know whatto do to make sure they feel respected,valued and safe.• Consumers can give examples of waysthat members of the workforce havedelivered care so that they feel comfortableand safe (for example, respecting theirethnicity, spirituality, culture, sexualityand relationship status).• Consumers say the workforce make alltheir visitors feel welcome. Consumers feelthat people who are significant in their lifeare also comfortable displaying affectionand support in front of the workforceand others.• Consumers say they have been asked toshare their experiences of care and services,and they have given feedback on whetherthe organisation has met their expectationsof cultural safety.Workforce and others• The workforce can describe how they adaptthe way care and services are offered sothey are culturally safe for each consumer.• The workforce can describe how theyaddress misconceptions, bias, stereotypesand other barriers to delivering culturallysafe care and services.• Management of the organisation showsa clear understanding of events andpreferences that may affect what isculturally safe for people with specialneeds, as identified in the Aged Care Act.• Workforce orientation, training or otherrecords that show how the organisationsupported the workforce to deliverculturally safe care and services andto meet this requirement.Organisation• Evidence that strategic documents,policies and procedures havean inclusive, consumer-centred approachto organisational practices and care andservice delivery.• Evidence that the organisation is proactiverather than responsive to cultural safetyissues and supports the workforce to workin cross-cultural settings in a positive way.• Management of the organisation hasasked for and considered the opinionsof consumers and their representativeswhen reviewing how they can improve thecultural safety of care and services.• Records show that the organisation hasdelivered care and services in a way thatreflects what culturally safe care meansfor individual consumers. For example,demonstrate the steps taken to meet theconsumer’s preference for the gender of thecare worker to deliver the care or service.Consumer dignity and choiceStandard 1 | Requirement (3)(b) agedcarequality.gov.au 17Standard | 1Standard 1Requirement (3)(c)Each consumer is supportedto exercise choice andindependence, including to:(i) make decisions abouttheir own care and theway care and servicesare delivered; and(ii) make decisions aboutwhen family, friends,carers or others shouldbe involved in their care;and(iii) communicate theirdecisions; and(iv) make connections withothers and maintainrelationships of choice,including intimaterelationships.18 agedcarequality.gov.auIntent of this requirementThis requirement recognises that makingdecisions about life, and having thosedecisions respected, is an essential rightof each consumer. This principle meansas much as possible that decisions are madeby consumers themselves.A consumer may choose to involve othersas representatives in making their decision.For example, the consumer may chooseto have a relative, partner, friend as arepresentative involved in decisions abouttheir care. Where a consumer lacks thecapacity to make decisions they may havea court or tribunal-appointed guardianto make decisions on their behalf.Organisations are expected to recognisethe consumer’s social networks, andsupport each consumer to choose theirsocial connections, including their closeor intimate relationships.Wherever consumer choice is mentionedin this document, it includes the need forconsumers to have options and informationto support their choice. There may alsobe situations where consumers won’t beable to have unlimited choice, such as if theirchoice negatively affects other people.In these situations, it’s expected that theorganisation will take reasonable stepsto find alternatives that can help meet theconsumer’s needs and preferences.In all cases, it’s expected that organisationsmanage consumer choices in line withthe Aged Care Charter of Rights, theiragreement with the consumer and otherresponsibilities under the Aged Care Act1997, as well as their obligations undercompetition and consumer law.Consumer dignity and choiceStandard 1 | Requirement (3)(c)Reflective questionsHow does the organisation support eachconsumer to make decisions about theway they live and understand the careand service options available to them?How does the organisation make surethe workforce doesn’t limit a consumer’schoices because they have made ajudgement about the wisdom of that choiceor what the outcome will be?How does the organisation support theworkforce to manage issues of consentand work out a consumer’s ability tomake decisions?If a consumer wants to pursue an intimateor sexual relationship, how would theorganisation support them to do this?How would the consumer know theorganisation supports this?agedcarequality.gov.au 19Standard | 1Examples of actions and evidenceConsumers• Consumers say the organisation supportsthem to make and communicate decisionsaffecting their health and well-being andthat they can change these decisionsat any time.• Consumers say they are recognised as anexpert in their own experiences, and theirpersonal preferences, lifestyle and care andservices choices are respected.• Consumers say they have as much controlover the planning and delivery of careand services as they want to.• Consumers say the workforce respecttheir independence, including their rightto intimacy and sexual expression.Workforce and others• The workforce can describe how theyhave achieved the level of skills orknowledge they need to support consumersto exercise choice.• The workforce can give examples of howthey help consumers make day-to-daychoices and help with access to anysupport the consumer needs to makeor communicate decisions, such asan interpreter.• The workforce can describe the problemsolving steps they take to reach an outcomefor a consumer when they aren’t ableto meet the consumer’s choice or whena consumer’s choice affects the rightsor well-being of others.• Workforce orientation, training or otherrecords that show how the organisationsupported the workforce to meetthis requirement.Organisation• Evidence of how the organisation managessituations where the consumer’s decisionis different to what another person, suchas a family member, might think is in their‘best interest’.• Evidence of how the organisation supportsconsumer choice and independence, andhow agreements are reached if they aren’table to meet a consumer’s choice.• Records include details of consumer’srepresentatives and show the key decisionsthat consumers have made about careand services.• Evidence the information that theorganisation provides to consumersand their representatives, supportstheir ability to understand the choicesavailable to them.Consumer dignity and choiceStandard 1 | Requirement (3)(c) 20 agedcarequality.gov.auStandard 1Requirement (3)(d)Each consumer is supportedto take risks to enable themto live the best life they can. agedcarequality.gov.au 21Standard | 1Consumer dignity and choiceStandard 1 | Requirement (3)(d)Reflective questionsHow does the organisation plan, adoptand review ways to support consumerchoice and decision-making, includingwhen it involves risk?What methods or strategies doesmanagement of the organisation andthe workforce use to support consumersto make choices, including when a choicemay include risks to the consumer?Do interactions between consumersand the workforce show that they supportconsumers to make choices whichinvolve risk?Do these interactions show that theyrespect the consumer’s decisions?How does the organisation review risksthat they have identified?How do they use risk mitigation to informfuture risk management approachesand problem solving to improve outcomesfor consumers?How does the organisation supportthe workforce to respect a consumer’sdecisions and choices, even when they feeluncomfortable about the risk involved?Intent of this requirementAll adults have an equal right to makedecisions about things that affect their livesand to continue to make those decisions asthey get older. Making decisions in everydaylife involves risks. This requirement is abouthow the organisation respects a consumer’swishes and preferences relating to the risksthey choose to take.Dignity of risk supports a consumer’sindependence and self-determinationto make their own choices, including to takesome risks in life. If consumer choices arepossibly harmful to them, organisations areexpected to help the consumer understandthe risk a
