Monitoring, reviewing and improving attendant care

Monitoring, reviewing and improving services

Monitoring, reviewing and improving services:

  • happens day to day, week to week, month to month and
  • is an essential part of good attendant care.

At the heart of monitoring, reviewing and improving services are:

  • Individual service plans
  • Day to day feedback to and from the workers and their supervisors/coordinators
  • Ongoing communication between the Service Provider and the client (and their family).

Clients goals and the Individual Service Plans

The client has an individual service plan that includes:

  • The goals the client is wanting to achieve
  • The steps to achieve the goals
  • The actions needed to achieve the steps.

Individual service plans should have a review date.  In the first year or two after an injury the ISPs might be reviewed every three months or six months.

Later on the ISP might be reviewed less frequently, e.g. every twelve months.

If there is significant unexpected change, then the ISP should be reviewed at that time.

Day to day feedback

Receiving and providing attendant care is about working together.

To get the work done there needs to be constant feedback between the worker and the client. The worker also needs to provide feedback to their supervisors.

Good communication between the team of attendant carers so that everyone is up to date with what is required, issues, changes, etc.

Ongoing communication

The client and their family and the service provider need open communication channels.

Signs of good attendant care

When a worker comes on shift they know what’s happened in previous shifts.
The worker is open to hearing feedback – they don’t feel threatened by feedback but take it as an opportunity to do better work – through being responsive.
The workers provide feedback to their supervisor about changes that are happening.
There are formal reviews of the ISP at agreed times.