It is important that communities routinely monitor and evaluate service quality as part of their quality improvement processes. This should cover all aspects of operation which may include, for example:

  • Management and general operations
  • Legislative and regulatory compliance
  • Privacy and information management
  • Quality improvement
  • Human resource management
  • Contract management
  • Sales and marketing
  • Resident entry and exit
  • Resident engagement and information
  • Annual meetings and resident committees
  • Feedback, complaints, and disputes
  • Managing the environment, including common areas and facilities
  • Community services, including catering, transport, and personal services
  • Safety, security, and emergency/disaster management
  • Resident care, where provided

Communities can evaluate their policies and procedures, staff practice, and staff and resident experience and satisfaction in this month’s Quality Improvement and Policies and Procedures, and Care and Services audits, to ensure that residents are enjoying their time within your community and receiving the care and services they need. These audits help communities maintain compliance with the both the ARVAS Standards and the Retirement Living Code of Conduct, and best practice guidelines.