The HACC National Service Standards were introduced in 1991 to provide agencies with a common reference point for internal quality controls. This is mainly through defining particular aspects of service quality and expected outcomes for consumers in seven key areas. Monitoring of compliance with the Standards is now a major part of service reviews
To ensure that each consumer's access to a service is decided only on the basis of relative need.
1.1 Consumer Outcome
Formal assessment occurs for each consumer
1.2 Consumer Outcome
Consumers are allocated available resources according to prioritised need
1.3 Consumer Outcome
Access to services by consumers with special needs is decided on a non-discriminatory basis
1.4 Consumer Outcome
Consumers in receipt of other services are not discriminated in receiving additional services
1.5 Consumer Outcome
Consumers who reapply for services are assessed with needs being prioritised.
To ensure that each consumer is informed about his or her rights and responsibilities and the services available, and consulted about any changes required.
2.1 Consumer Outcome
Consumers are aware of their rights and responsibilities
2.2 Consumer Outcome
Consumers are aware of services available
2.3 Consumer Outcome
Consumers are informed of the basis of service provision, including changes that may occur.
To ensure that consumers receive the benefit of well-planned, efficient and accountable management
3.1 Consumer Outcome
Consumers receive appropriate services provided through the processes of ongoing planning, monitoring and evaluation of services.
3.2 Consumer Outcome
Consumers receive services from agencies that adhere to accountable management practices.
3.3 Consumer Outcome
Consumers receive services from appropriately skilled staff.
To ensure that each consumer receives coordinated services that are planned, reliable and meet his or her specific ongoing needs.
4.1 Consumer Outcome
Each consumer receives ongoing assessment( formal and informal) that takes all support needs into account.
4.2 Consumer Outcome
Each consumer has a service delivery/care plan which is tailored to individual need and outlines the service he or she can expect to receive.
4.3 Consumer Outcome
Consumers cultural needs are addressed
4.4 Consumer Outcome
The needs of consumers with intellectual difficulties, including dementia, memory loss and similar disorders, and intellectual disabilities are addressed
4.5 Consumer Outcome
Consumers receive services which include appropriate coordination and referral processes.
To ensure that each consumer's rights to privacy and confidentiality are respected, and he or she has access to personal information held by the agency
5.1 Consumer outcome
Consumers are informed of the privacy and confidentiality procedures and understand their rights in relation to these procedures.
5.2 Consumer outcome
The release of consumer information occurs with the consent of the consumer or their advocate or legal guardian.
5.3 Consumer outcome
Consumers are able to gain access to their personal information
To ensure that each consumer has access to fair and equitable procedures for dealing with complaints and disputes
6.1 Consumer Outcome
Consumers are aware of the complaints process.
6.2 Consumer Outcome
Each consumer's complaint about a service, or access to a service is dealt with fairly, promptly, confidentially and without retribution.
6.3 Consumer Outcome
Services are modified as a result of upheld complaints.
6.4 Consumer Outcome
Each consumer receives assistance, if requested to help with the resolution of conflict about a service that arises between the frail elderly person or younger person with a disability and his/her carer.
To ensure that each consumer has access to an advocate of his or her choice.
7.1 Consumer Outcome
Each consumer has access to an advocate of his/her choice.
7.2 Consumer Outcome
Consumers know of their right to use an advocate.
7.3 Consumer Outcome
Consumers know about advocacy services - where they are and how to use them.
7.4 Consumer Outcome
The agency involves advocates in respect to representing the interests of the consumer.
For further information on HACC National Standards just click on the following link
This page last updated: September, 2006
Review date: December, 2006
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