Quality framework for telephone counselling and internet-based support services

Quality area 2: Service delivery

Page last updated: September 2008

Quality statement

The organisation will provide services that are informed by evidence and subject to ongoing review.

Quality statement guidelines

2.1 Service design and delivery will be informed by research evidence and by community needs.

2.1.1 The organisation will undertake regular monitoring and review of its service design and delivery as part of continuous quality improvement.

2.1.2 Reviews will include processes for monitoring community needs and evaluating effectiveness of the organisation's service delivery model.

2.1.3 Where possible, models of service delivery will be supported by evidence.

2.2 Organisations will develop and implement an access and equity plan to address clients' gender, cultural, linguistic, socioeconomic and disability needs

2.2.1 Organisations will have written equal opportunity policies consistent with state, territory or Commonwealth legislation. Management will ensure that all staff are familiar with, and adhere to these policies.

2.2.2 Organisations will have access and equity as key principles underpinning their planning processes and review them regularly to ensure access is as wide and equitable as possible.

2.3 Organisations will have systems to ensure all legal requirements can be met.

2.3.1 Organisations will have identified all legal requirements that impact upon service delivery and will have written policies to address them.
2.4 Organisations will have systems to ensure all record-keeping requirements are met.

Top of page2.4.1 Organisations will have written policies and protocols for record keeping, consistent with good practice and legislation (if required), including such issues as:
    • access to records
    • storage of records and archives
    • protection of records
    • archiving timelines
2.4.2 Organisations will ensure that staff are conversant with, understand and follow these policies and protocols.

2.5 Decision Support Systems (DSS) will be used in interactive systems, wherever evidence supports its use.

2.6 Organisations will have systems to ensure compliance with privacy and other relevant legislation and to meet duty-of-care obligations.

2.7 Information provided will be assessed against available evidence and where appropriate, disclaimers included.

2.7.1 Organisations will ensure, before information is published or posted, that all information, including publications, are referenced, sourced and dated, and consistent with the available evidence.
2.8 Organisations will have systems to ensure quality standards are met.

2.8.1 Organisations will, as part of their performance monitoring and review, have systems for review of their services against quality standards.
2.9 Organisations will have policies and procedures to promote the safety of all stakeholders, including staff training, in recognition and management of risk.

2.9.1 Policies and procedures will be in place to promote safety of clients, carers, staff and the community, including OH&S policy, critical incident and complaints procedures.
2.10 Organisations will implement a systematic approach to evaluation.

2.10.1 Organisations will implement a systematic approach to data collection and evaluation of effectiveness and efficiency of services against the requirements of stakeholders, including routinely:
  • monitoring client outcomes
  • monitoring service utilisation
  • measuring client satisfaction
  • monitoring stakeholder satisfaction
2.11 Organisations will provide mechanisms for obtaining collective feedback from clients at the service level, and for client involvement in development, implementation and evaluation of service planning, as part of a quality improvement process. Organisations will reflect innovative approaches to service delivery.

2.11.1 Organisations will continuously seek to improve services by looking at new ways to provide them more effectively.

2.12 Organisations will have established links and communication within programs or other services to ensure referral or transition of clients to promote continuity of care.

2.12.1 Organisations facilitate planned transfer or referral of clients when required. This process is documented and clearly communicated to the client
2.13 The service outcomes will be disseminated to contribute to the evidence base for all services in the sector.

2.13.1 Organisations may have one or a number of ways of publicly disseminating the outcomes of evaluations, including:
  • publishing results in peer-reviewed journals
  • posting results on web-sites
  • presenting results at industry conferences
  • collection, collation and dissemination by peak body or funding body
  • annual reporting