Peers Evaluating Accommodation Services: ASID Conference 2018

1. How can Peers Evaluate the Quality of their Accommodation Services? ASID Conference 2018 The Gold Coast November 15th 2018

2. Who are we? Patricia O’Brien, Director of CDS Anne Bryce, CEO of Achieve Australia The Quality Checkers

3. What is Quality Checkers? Choice Support UK

4. Project Aims The Quality Checkers Project was designed to assess the efficacy and feasibility of the Quality Checkers Program in the Australian Context.

5. The Project so far:

6. Quality Checker pairs:

7. What does a Quality Checker do?

8. But what is Quality?

9. Reach Standards Support for living an ordinary life

10. Reach Standards 1) I choose who I live with 2) I choose where I live 3) I have my own home 4) I choose how I am supported

11. Reach Standards 5) I get good support 6) I choose who supports me 7) I choose how to be healthy and safe 8) I choose my friends and relationships

12. Reach Standards 9) I choose how to take part in my community 10) I have the same rights and responsibilities as other citizens 11) I get help to make changes in my life

13. Example Questions: Do you get good care and support? Do you have many friends? Do you get to go out? Do you have a job? Are you safe?

14. What do Quality Checkers do? Watch what happens in people’s homes and how they get the support from their staff and how they make choices in their lives. Listen what people tell us about their lives and their support.

15. Writing the Reports

16. Writing the Reports

17. Formulating Action Plans Once the report was completed we sent it back to Achieve to create an ‘action plan.’ This was made in collaboration with Achieve’s Quality Team, the house manager and support worker and the resident.

18. What we Found Out From the Reports 21 reports were written by our Quality Checkers pairs Each report had 56 questions Of 1176 possible questions across 21 reports 237 orange question marks were given On average each report had approximately 11 (11.3) issues the Quality Checkers thought Achieve management should look into

19. Feedback to the organisation

20. Feedback to the organisation

21. Feedback to the organisation Orange question marks did not necessarily indicate there was a problem that needed to be addressed. Often it indicated the Quality Checkers wanted more information Sometimes question marks came up because Quality Checkers found it difficult to understand a question or to use the report template

22. UK versus Australia

23. Being a Quality Checker: Nervous about doing their first interviews Excited about being able to give people a voice Happy to meet new people who have a shared lived experience

24. Being a Quality Checker: I like the whole process except I get … a bit worried about [it]beforehand. I’m excited. I think it’s very exciting to meet new people and … empowering them and being impartial and having that voice.

25. Being a Quality Checker: …you can see more accurately what’s going on when you’re actually there seeing what goes on instead of relying on either what a staff or a client would see because they could change things around. I’m quite fortunate to be able to be going through this process being a quality checker … to know that I can be a voice, I can meet new people.

26. Further Research: CDS researchers are currently conducting interviews with members of Achieve management The Residents will have a return visit from the Quality Checkers to find out what has changed.

27. Patricia O’Brien Tanya Riches Anne Bryce Fiona Miller Merrill Patton Suzie Jessep Bruce O’Brien Jack Kelly Megan Nouyeaux Mark Walters Michele Foster Kade Gordon Iman Rahbani