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    Consumer involvement

    How are consumers involved in the accreditation process?

    The consumer's experience of the quality of care and services is an important part of the site audit. This ensures that the consumer experience is considered in decision making by the Quality Agency. A minimum of 10% of residents and representatives are interviewed by the Quality Agency. Representatives may include family members, enduring power of attorney or any other representatives of the resident.

    The home must notify residents, or their representatives, of the date of the audit so they have the opportunity to meet with the assessment team to provide their views as to the quality of care and services provided.

    Information provided by residents and their representatives is used alongside an assessment of management practices, systems and processes through interviews, observations and review of documentation.

    Find out more in the Consumer guide to accreditation. You can contact us at any time about the quality of care and services of a home by ringing 1800 288 025. For updates on work in this area, subscribe to the Quality Agency newsletter