Safe, accountable and respectful care, built into everything we do
Quality, safety and privacy are part of how WattleCare Services plans, provides and reviews care.
Our governance, clinical systems, workforce processes and information-handling practices are designed to support safe, respectful and person-centred care in the home.
WattleCare Services is a registered aged care provider, registered to provide Category 4 Personal Care and Care Support and Category 5 Nursing and Transition Care services.
Services are provided based on each participant's needs, location, available workforce and our ability to deliver the care safely.
Provider Number: PRV-48752
Service Number: 32364
We want to know how we’re doing
We welcome the good and the not-so-good.
Your feedback helps us understand what is working well, what could be better and where we need to make changes.
You have the right to raise a concern or make a complaint at any time. Doing so will not affect the care you receive.
We will listen, respond respectfully and use what we learn to improve our services. If you would prefer independent support, or you are not satisfied with our response, you can also contact the Aged Care Quality and Safety Commission.
How we support quality, safety and privacy
Expand each section to learn more about the rights, standards, systems and responsibilities that guide the way WattleCare Services provides care.
01
Your rights and choices
Older people receiving funded aged care have clearly defined rights under the Aged Care Act.
These include the right to be treated with dignity and respect, make decisions about your own life and care, have your privacy protected, receive information in a way you understand, raise concerns without reprisal and involve the people you choose in your care.
At WattleCare Services, these rights guide the way we plan, provide and review care.
02
Code of Conduct
The Aged Care Code of Conduct applies to WattleCare Services, our responsible persons and our aged care workers.
It requires us to act with respect, honesty and integrity, protect people's dignity and privacy, provide care safely and competently, raise concerns when needed and take steps to prevent abuse, neglect, discrimination and exploitation.
Everyone working within WattleCare Services is expected to understand and uphold these responsibilities.
03
Workforce
Safe care depends on having the right people, with the right skills and support.
Our workforce processes include:
- Appropriate worker screening and role matching
- Checking qualifications, registrations and relevant experience
- Induction and ongoing training
- Clinical guidance, supervision and support
- Safe rostering and workforce monitoring
- Clear escalation pathways when a worker notices a change in a participant's health, wellbeing or safety.
If a task requires a particular qualification or level of clinical skill, we make sure it is provided by an appropriately qualified person.
04
Clinical governance
Clinical governance at WattleCare Services helps make sure nursing and other clinical care is safe, appropriate and well coordinated.
Clinical care is provided by appropriately qualified workers within their scope of practice, with registered nurse leadership, clear escalation pathways and clinical review when needed.
Care is planned with the participant and, with their permission, may involve their chosen support people, GP, specialists, pharmacist, allied health professionals and other health services.
If we notice a change in a participant's health, we assess what has changed, take appropriate action and escalate concerns when needed.
05
Quality Standards
WattleCare Services is required to meet the strengthened Aged Care Quality Standards that apply to the services we provide.
These standards help ensure care is:
The individual: respectful of each person's identity, preferences, goals, choices and rights.
The organisation: supported by strong governance, capable workers, safe systems and continuous improvement.
Care and services: properly assessed, planned, coordinated and reviewed.
The environment: provided in a way that supports safety, including infection prevention and control.
Clinical care: person-centred, evidence-based, safe, effective and coordinated.
We regularly review our systems, care practices, incidents, feedback and workforce needs so we can continue to improve.
Infection prevention is built into the way we work.
Our team follows best-practice infection prevention and hand hygiene processes.
We build infection prevention into the way our clinical equipment and in-home care kits are designed, organised, cleaned and maintained. This helps reduce contamination risk and supports safe, consistent care in the home.
06
Privacy and information handling
Your information is personal, and we treat it that way.
We collect personal and health information when it is needed to plan and provide your care, communicate with you, manage services and funding, maintain appropriate records or meet our legal and regulatory responsibilities.
We use systems and processes designed to protect your information and limit access to people who have an appropriate reason to see it.
You can ask us about the information we hold about you and request access or correction where appropriate.
07
Open Disclosure
If something goes wrong, we will be open, honest and focused on responding appropriately.
We will address any immediate safety concern first, explain what happened, listen to the person affected and involve the people they want involved.
We will also look at what can be learned and what needs to change to reduce the chance of the same thing happening again.
08
Serious incidents
WattleCare Services has processes for identifying, recording, responding to and learning from incidents and near misses.
The Serious Incident Response Scheme, known as SIRS, applies to Support at Home services and requires providers to manage incidents effectively and report certain serious incidents to the Aged Care Quality and Safety Commission.
Where an incident affects a participant, we will respond to immediate safety needs, communicate appropriately with the participant and the people they choose to involve, and use open disclosure as part of our response.
If you are concerned about the safety of someone receiving aged care, you can also contact the Aged Care Quality and Safety Commission directly.
09
Emergency boundary
WattleCare Services is not an emergency service. In a medical emergency or if someone is in immediate danger, call Triple Zero (000).
For non-emergency changes in a participant's health or care needs, our team will follow the appropriate clinical escalation pathway when we are involved in that person's care.
10
Questions, feedback or concerns
You are welcome to call us on 1300 280 062 or email admin@wattlecare.com.au if you have a question about your care, our services, quality and safety, privacy or how we work.
You can also tell us when something is going well, when something needs to change or when you have a concern.
We will listen, respond respectfully and explain what happens next.
WattleCare Services
Phone: 1300 280 062
Address: 27 Marshall Street, Goondiwindi QLD 4390
Office visits by appointment only
Questions, feedback or concerns
We welcome questions, feedback and concerns. You can contact WattleCare Services directly, provide feedback anonymously or contact an independent complaints body.
