Effective from October 2022

Approved by: Chief Executive Officer

At a Glance

Five Good Friends is committed to a continuous improvement and an integrated systems approach to quality, aligned to all relevant industry standards, legislation and regulation.

Scope

Our Quality Framework underpins and supports how we work. Five Good Friends’ Board of Directors have overall responsibility and ultimate accountability for the organisation and the Quality Framework. Responsibility for the implementation of our Quality Framework sits with our senior managers. It is the responsibility of all Five Good Friends workers to operate each element of the Framework as it applies to their role.

Objective

The objective of this Framework is to capture our shared commitment and approach to operating an innovative, agile, efficient and Member focused home health and care organisation. Our Quality Framework is designed to ensure we:

• provide consistent high-quality care and services for our Members
• empower our Members to maintain control over their lives
• apply our values across all of our business operations
• always strive to be better each and every day we come to work
• operate a forward focused, responsive, reflective, and structured organisation
• lead innovation in the sector and advocate for better outcomes for consumers of aged care and participants of NDIS services
• meet the requirements of the Aged Care Quality Standards and of being an approved provider of aged care services. This includes:
  • managing high impact and high prevalence risks associated with the care of each member;
  • managing palliative and end-of-life care;
  • recognising and responding to changes in a member’s condition;
  • effective communication within and between Five Good Friends and our Helper workforce and approved third party partners;
  • managing referrals; and
  • addressing systemic priorities.
• meet the requirements of the NDIS Practice Standards and of being a registered provider of NDIS funded disability services. This includes:
  • understanding and incorporating each participant’s legal and human rights into everyday practice;
  • actively preventing violence, abuse, neglect, exploitation or discrimination;
  • identifying and managing risks to participants;
  • ensuring continuity of supports so each participant has access to timely and appropriate support without interruption.

Definitions