Support
Our Services
Overview
Managing an aged care facility should be a highly rewarding job but compliance and legislative requirements can make it feel tiring and overwhelming.
At Critical Success Solutions, we make your job easier by offering the support of experts.
Our team of consultants has decades of industry experience as leaders and senior managers. We are highly driven to find the solutions that are right for your organisation.
Relief Management
Highly experienced CSS consultants are available to support your organisation during gaps in employment or periods of leave. Our consultants have worked in leadership positions in a wide range of organisations in a variety of roles.
Our consultants can work with you to make desired improvements / optimisations to the role prior to employing a new staff member.
Inclusions
- On-site support for up to an agreed number of hours per day.
- Written progress reports provided weekly.
Operational Management
Senior CSS consultants available to assist in resolving high risk and time sensitive issues for clients. This can include consulting on a vast range of care industry requirements. From how best to proceed with a difficult-to-manage consumer, to identifying the relevant legislation requirements applicable to your situation.
Inclusions
- On-site support up to an agreed number of hours per day.
- Written progress reports provided weekly.
Nurse Advisor / Administrator (Sanction)
CSS consists of a team of highly skilled professional consultants all with extensive industry experience, and can provide you with a suitable consultant to support, build capability and guide your organisation in the implementation of sustainable systems and processes to ensure you meet the Aged Care Quality Standards, and ensure that you provide high quality care and services.
We have aided in and restored accreditation status to dozens of organisations in our history. We not only work to meet the standards but also educate and train staff in the implementation of cost effective and sustainable systems and processes to ensure the sustained compliance of the organisation.
Inclusions
- On-site support up to an agreed number of hours per day.
- Written progress reports provided to the approved provider weekly. Inclusion of any policies, documents, reports, audits, educations tools, forms and charts required to comply with the Aged Care Quality Standards.
Relief Clinical Management
Inclusions
- On-site support up to eight hours per day. Additional hours charged at cost.
- Written progress reports provided weekly.
Pre-accreditation Support
Critical Success Solutions (CSS) consultants have extensive industry experience that can assist your organisation in the lead up to your Re-accreditation Audit. From a gap analysis to achieving full re-accreditation. We achieve this by completing an external audit of all eight standards, and provide you with a comprehensive report and action plan.
Our consultants are then available to assist your organisation to work through the action plan to implement robust systems and processes that will meet the Aged Care Quality Standards and improve your care and service delivery. Our consultants will be able to provide you will expert advice during your 2-3 day re-accreditation audit to support and assist your Leadership Team.
Inclusions
- On-site support up to eight hours.
- CSS consultant matched to meet your organisational requirements.
Surveys
Surveys ensure that organisations have an accurate sample to gather targeted results which draw conclusions in order to inform changes to policies, systems and processes based on the feedback. The anonymity of surveys allows respondents to answer with more candid and valid answers.
CSS has developed a range of surveys for Leadership Teams, staff and residents via a survey link to the internet that can be completed via an iPad, smart phone or PC. We also provide hard copies for those residents who are not comfortable with technology or do not have a support person.
CSS either provide your organisation with consultants to gather requirements and design your survey or simply provide you with a template that is customised with your logo, colours and unique collector link.
Templates include:
- Customer Experience Review (CER) survey.
- Residents’ Satisfaction – comprehensive survey based on the Aged Care Quality Standards (including CER).
- Employee Satisfaction survey – comprehensive.
- Lifestyle Services survey
- Post Commissioning survey.
Our survey platform produces heat map charts and if there are enough participants providing responses to open ended questions, also word maps.
Alternatively, CSS can also complete the surveys during face to face interviews, via paper or telephone.
Inclusions
- A survey tailored with your organisational logo and colours.
- A report in PowerPoint detailing the results and charts of your participants responses including an executive summary of positive areas and opportunities. CER survey does not include this executive summary
as it is a short survey.
Business or Operational Review
Senior CSS Consultant to conduct an on-site business review of your organisation. Our audit is conducted in-line with leading business best practise frameworks and includes key business functions, including but not limited to:
- Management
- Strategy
- Risk Optimisation
- Innovation
- Budget
- Human resources
- Relationships and service agreements
- Quality
- Security
Inclusions
A detailed and thorough report, outlining potential risk areas in a range of business functions and operation areas. Including recommendations for improvement, and an action plan developed from the audit findings.
Human Resources Support
CSS have a highly skilled HR team, ready to assist your organisation in a variety of sensitive circumstances:
- External Privacy Officer
- External Whistleblower Officer
- Complaint management
- Mediation
- Performance management
- Recruitment
Inclusions
- Flexible support and development of resources as required.
Organisation Structure Review / Workforce Efficiency and Roster Review
CSS consultants are highly skilled in workforce requirements, obligations and legislation. We can assist your organisation with creative solutions to improve efficiency, be appropriately staffed and meet your legislated requirements.
Inclusions
- Support from a senior consultant
- Review of current state
- Consultation on possible improvements and variations
- Provision of an optimised roster
- Draft an updated organisation chart and support documentation such as position descriptions
Applications / Grants / Tenders
CSS maintain a team of highly skilled professional writers to draft your applications. We have assisted many organisations win beds in ACAR rounds, increase funding via ACFI, win funding via government grants and become approved providers.
Our consultants will spend time with key personnel to learn about your organisation and collate all the information required. Once the application has been drafted, the organisation will have the opportunity to review the document and provide feedback before the final application is provided for the organisation to lodge.
Inclusions
- Provision of a senior CSS professional content writer and a senior CSS consultant to quality assure all applications
- Provision of screening and pre-application assessment tools where applicable.
- Assistance and advice on how to lodge your application
- If required, additional services negotiated to workshop/draft required documents such as Business Plan, Risk Management Plan and Register, and Organisation Chart
Commissioning and Decommissioning of a Residential Aged Care Facility
CSS has consultants who have commissioned and decommissioned aged care residential facilities. They follow a project management methodology where consultation is conducted through the project phases of initiation, planning, execution, performance monitoring and close with stakeholders. Project deliverables, milestones and checklists are developed, agreed to and implemented. The evaluation of either the commissioning or decommissioning of the service and lessons learnt are conducted through a survey with stakeholders and residents.
This audit will serve as a preventative control. It is designed to prevent errors from being introduced or detecting root causes. Critical Success Solutions auditors take an objective look at how these controls are serving the organisational goals.
Inclusions
- Requirements gathering workshop.
- Project plan developed and implemented with project deliverables, milestones and checklists.
- Regular meetings with Leadership Team.
- Workshops with stakeholders.
- Delivery of progress reports.
- Development and conduct of evaluation and lessons learnt survey.
- Report on evaluation and lessons learnt.
Expert Witness
Our Managing Director has extensive experience in the aged care industry and is regularly called upon to be an expert witness due to her 30+ years of specialised knowledge of aged care in residential, respite or home care settings for legal proceedings.
Inclusions
- Working to tight deadlines with law firms to develop expert witness reports.
In a Box Policy and Precedure Suites
Critical Success Solutions “In a Box” product is a set of policies, procedures, educational tools and audits to assist with assurance of care and services delivery in your residential aged care facility, home care service or retirement villages.
Each Box is different depending on your service and incorporates evidence based best practice. CSS policies and procedures use plain English, diagrams and flowcharts to provide meaningful, user-friendly documents for your staff.
Inclusions
- Policies and procedures.
- Handbooks
- Forms to fill gaps in your organisations systems (where available).
- Currently tailored for NSW (all – residential aged, home care, retirement villages). Other states/areas can be negotiated.
Home Care in a Box | Retirement Living in a Box | Residential Aged Care in a Box
Responses to External Parties
Senior CSS content writers and consultants to assist you in crafting responses to important stakeholders. Our consultants have years of experience in formulating appropriate responses to notification of sensitive situations. Our consultants take the time to address your situation with the upmost care, due diligence and respect to legislative requirements
Inclusions
- Consultation with a senior CSS consultant
- Development of a draft response
- Completion of final response with client feedback
Our solutions are critical to your success
Contact Critical Success Solutions to discuss our tailored consulting services.
