Effective from December 2024

Approved by: Chief Executive Officer

At a Glance

Driven by our values, Five Good Friends is committed to leading a culture of safety, transparency, quality and continuous improvement. This includes a management, quality and reporting framework that is robust, effective and representative of a modern home care business, enabled by technology.

Five Good Friends has an integrated systems approach to quality, aligned to all relevant industry standards, legislation and regulation. Our Quality Framework underpins and supports how we work.

Scope

The Quality Framework applies to all Five Good Friends workers (employees, Helpers, contractors).

Objective

The objective of this Framework is to capture our shared commitment and approach to operating an innovative, agile, efficient and Member focused home health and care organisation. Our Quality Framework is designed to ensure we:

• provide consistent high-quality care and services for our Members
• empower our Members to maintain control over their lives
• apply our values across all of our business operations
• always strive to be better each and every day we come to work
• operate a forward focused, responsive, reflective, and structured organisation
• lead innovation in the sector and advocate for better outcomes for consumers of aged care and participants of NDIS services
• meet the requirements of the Aged Care Quality Standards and of being an approved provider of aged care services. This includes:
  • managing high impact and high prevalence risks associated with the care of each Member;
  • managing palliative and end-of-life care;
  • recognising and responding to changes in a Member’s condition;
  • effective communication within and between Five Good Friends, our Helper workforce, approved third party partners, and Members and their family/trusted loved ones;
  • managing referrals; and
  • addressing systemic priorities.
• meet the requirements of the NDIS Practice Standards and of being a registered provider of NDIS funded disability services. This includes:
  • understanding and incorporating each participant’s legal and human rights into everyday practice;
  • actively preventing violence, abuse, neglect, exploitation or discrimination;
  • identifying and managing risks to participants;
  • ensuring continuity of supports so each participant has access to timely and appropriate support without interruption.