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Our Process
At Allied Aged Care we take pride in the superior clinical and administrative systems we have implemented, especially our assessments and subsequent treatments. We are also immensely proud of how well we take care of our clients, team members and the organizations we serve.
Passionate About Helping
Allied Aged Care regularly updates our systems to ensure that we remain in full compliance with all regulators, including:
- NDIS Quality and Safeguards Commission
- ACFI
- AHPRA
- Australian Government Department of Health
- Queensland Health
- Department of Immigration and Border Protection
- Aged Care directions
- Workcover (for both our own WHS and when seeing WC clients)
- DVA
- Medicare including chronic disease management plans
- Health funds
- Privacy Act and digital compliance requirements
- Fair Work
- We ensure that all team members have up-to-date police checks, flu vaccinations, COVID- safe training, and provider numbers. We also make sure that our therapists have insurance and AHPRA registrations and that our administration team has blue cards.
Adhering to Clinical Processes
In all cases Allied Aged Care adheres to the following clinical process
- We answer a central 1300 number during business hours that any of our team, facilities or clients in residential aged care or private practice can contact us on for urgent matters and referrals.
- We have a central inbox info@alliedagedcare.com.au for enquiries that are usually responded to that day or within a maximum of 2 business days.
- We also have a dedicated Residential Aged Care referral management team who usually acknowledges referrals from RAC facilities within 2 hours.
- We also have a separate dedicated Private Practice referral management team who usually acknowledges referrals within 1 business day.
- Every clinical referral (GP, nursing home, private client) is triaged by an experienced clinician who requests additional information if needed to determine whether we can accept the referral. We do this to ensure that we can provide the best possible service. If it turns out to be one of the rare clinical areas that we cannot manage, we will do everything we can to find the best alternative service in the region.
- After we accept a clinical referral with the approval of the Operations Manager, our dedicated referral management team will provide a written quote and a timeline for a therapist to complete an assessment and recommend a treatment plan. A booking form is required to be completed for private clients prior to attending, which includes clinical information, and an informed financial consent.
Seeing Clients
Our therapists can see clients in nursing homes, clinics, gyms, pools, private homes, and telehealth after we receive:
- Clinical approval
- Operational approval
- When they attend, our therapists:
- Will be timely and we will let you know ASAP if they cannot attend or are running late
- Will maintain privacy, confidentiality and meet all our compliance requirements
- Conduct an evidence-based assessment and treatment
- Provide an exercise program and follow-up equipment if needed Will report back as needed to client, referrer, GP, and relevant organisations
- Seek to be caring, professional and meet functional, client centred goals
Attending Professional
Development & Training
Our team regularly attends professional development and training in all aspects of Private Practice, aged care, and allied health. They regularly have mentoring, supervision, debriefing, case studies, reviews of evidence, and both internal and external trainings.
We check in regularly with our team through regional meetings, and when possible conduct onsite meetings with the entire team or the appropriate team members. We regularly seek feedback and also meet with the organisations we work with.
We also have a dedicated Facility Liaison team for our Residential Aged Care clients (like an aged care concierge) where any non-clinical matters are discussed (i.e. billing, HR, latest aged care changes, etc). One of our friendly Facility Liaison team members will follow up on every enquiry the same day and arrange for the right person on our team to get back to you with whatever you need.
Feedback Management
We have a feedback and complaints management process in place both internally and externally for our clients and team members to use. We greatly appreciate all feedback as we continuously seek to improve our organisation and service.
In all cases when we receive feedback, we will aim to:
- Respond quickly and acknowledge the feedback
- Keep the feedback confidential unless permission is given to share
- Be clear about what steps will be taken to resolve matters and timeframes for this to occur
- Regularly update those involved
- Take feedback seriously and make changes as needed to improve our service
- Seek a resolution that works for everyone
Resources
What is the risk of NOT providing Allied Health in Nursing homes (for boards and execs)
A solution to providing Allied Health in the AN-ACC for Nursing Homes
Even with a new government, funding for physio and allied health in nursing homes stops Oct 1st
Who is supporting the call for allied health to be funded and mandated in nursing homes?
Is there hope yet to save physio and allied health in nursing homes after October?
Don’t blame physios for the lack of allied health
AAC – QLD Government Health And Environment Committee Submission
Frustration as Government’s religious bill debate prioritised over aged care crisis – Aged Care News
Great New Brand, Same Great Team
Seeing clients at home is good for us and them (as long as we get the balance right)
1% caring: how every moment of our caring, or not caring, matters
Top 10 things to ask in an interview for a job in pain management
Breaking habits – despite what our body wants!
