News – Page 2

AGPAL and QIP Conference 2018 – the countdown has begun!

The countdown has begun, only one year to go!

SAVE THE DATE for the AGPAL and QIP Conference, taking place in Melbourne from 17 to 19 May 2018.

Join us as we celebrate AGPALs 21st birthday, the release of the RACGP 5th edition Standards, QIC Standards 7th edition, plus much more!

Visit our official 2018 Conference website below to register your interest at

Consultation on resources to support the NSQHS Standards (second edition)

The Australian Commission on Safety and Quality in Health Care (the Commission) is seeking feedback on draft resources to support the National Safety and Quality Health Service (NSQHS) Standards (second edition) via public consultation until mid-to-late May 2017.

The Standards, along with drafted resources to assist with preparing for and implementing systems and processes for assessment against the Standards, are planned to be launched in November 2017 by the Commission. Assessments against the new edition of the Standards will commence in January 2019.

Draft resources and consultation dates

The consultation period closes on 19 May 2017 for the following resources:

NSQHS Standards (second edition) guide for hospitals

NSQHS Standards (second edition) accreditation workbook for hospitals

The consultation process closes on 24 May 2017 for the following resources:

NSQHS Standards (second edition) guide for day procedure services

NSQHS Standards (second edition) guide for multi-purpose services and small rural hospitals

Be sure to review the relevant documentation and provide your feedback to input into the development of the new Standards and associated resources.

For any queries relating to these documents of the review process, contact the NSQHS via:

P: 1800 304 056.

This information has been retrieved from:

Adelaide HOW2 Training – Rainbow Tick

Does your organisation have aspirations to increase inclusivity and celebrate diversity?

The HOW2 create lesbian, gay, bisexual, transgender and intersex (LGBTI) inclusive services program provides practical support to enable organisations to work towards these goals.  Four sessions held six weeks apart provides participants with increased knowledge and capacity in:

  1. Auditing your service
  2. Consulting consumers
  3. Educating colleagues
  4. Developing and implementing an action plan
  5. Managing obstacles
  6. Evaluating changes

This program, presented by SHine SA, is based on the Rainbow Tick national standards developed by Gay and Lesbian Health Victoria (GLHV), in conjunction with QIP (Quality, Innovation & Performance).

For more information or to secure your attendance please contact Holley Skene ( or 08 8300 5325) or visit

QIP 2017 Russell Renhard Scholarship Recipients Announced

With a large number of high calibre submissions, our judging panel has now made their decision and we are proud to announce our 2017 QIP Russell Renhard Scholarship recipient.

We would have liked to support numerous organisations with the progression of their nominated project as it was extremely challenging for our judging panel to select a Scholarship recipient, as many of the projects have the potential to significantly improve community health and wellbeing.

For this reason our judging panel have awarded one organisation the 2017 QIP Russell Renhard Scholarship and identified a second organisation as an additional recipient. Annie North, from Bendigo Victoria, is our 2017 QIP Russell Renhard Scholarship recipient and Cobaw Community Health, from Kyneton Victoria, has also been recognised as part of the Scholarship process.

Russell Renhard was a pioneer in the development of quality improvement and capacity building approaches within health and community organisations across Australia. Throughout his career Russell dedicated his effort and expertise to addressing social justice, and supporting systems-based approaches, promoting access to quality services for all.

The Russell Renhard Scholarship honours the significant contribution made by Russell to health and social services, accreditation and continuous quality improvement. This Scholarship allows a legacy to be created for celebrating Russell’s life as well as recognising contributions to causes Russell felt so passionately about.

Annie North will keep us up-to-date with the progress of their project, which will see them develop a purpose built secure women’s refuge facility, driven by a new model of response to women and children fleeing family violence. The model will be captured and documented so that effective monitoring and evaluation can occur along with further enhancements, with an ultimate aim of sharing and implementing this model across other industry agencies.

Cobaw Community Health have also received a small amount of funding to support their project ‘Sharing the Wisdom of Families’ as they seek to recognise the lived experience of families experiencing complex challenges in their lives as a tool for change – for individuals, for families and for organisations.

Please refer to upcoming editions of QIP’s Community Insight, website and social media channels for updates regarding the work being undertaken by these two community organisations as part of the QIP Russell Renhard Scholarship.

Exceeding Expectations in the QIC Standards

There are four levels of attainment used when assessing an organisation against the Quality Improvement Council (QIC) Standards. These attainment levels provide an overall rating for each Standard and comprise of exceeded, met, met in part and not met.

An organisation has exceeded the Standard if:

  1. MET rating descriptors have been achieved; AND
  2. Routine review and evaluation occur, including the use of findings to drive continuous improvement; AND
  3. Comprehensive use of currently recognised good practice supporting positive outcomes, occurs; AND
  4. Formal recognition has been received for achievements; OR
  5. Contribution to learning and innovation in the external environment has occurred; OR
  6. Participation in a recognised benchmarking process has occurred.

When completing accreditation all QIC Standards must be met, however an exceeded rating can be achieved against any of the 18 QIC Standards. Often clients will achieve one or two exceeded ratings, which is always very exciting for our Quality Innovation Performance (QIP) staff to see.

QIP would like to congratulate Centacare Catholic Family Services Archdiocese of Adelaide (Centacare SA) who recently completed their sixth round of accreditation against the QIC Standards. Six rounds of accreditation is an achievement in itself, as it takes a great deal of time and effort to complete, yet during their recent accreditation assessment, Centacare accomplished exceeded ratings against seven of the QIC Standards.

Centacare SA is the official community service agency of the Catholic Archdiocese of Adelaide that delivers responsive, flexible and effective services to the South Australian community without regard to religion, race, culture or economic circumstance. Programs are offered in a range of sectors including disability, family, youth and children, health and well being, employment, education and training, homelessness and domestic violence located in Adelaide metropolitan, suburban and regional areas of South Australia.

The QIC Standards that were exceeded by Centacare SA are:

  • Standard 1.2 Management systems
  • Standard 1.9 Safety and Quality integration
  • Standard 2.2 Focusing on positive outcomes
  • Standard 2.4 Confirming consumer rights
  • Standard 3.2 Collaboration and strategic positioning
  • Standard 3.3 Incorporation of and contribution to good practice
  • Standard 3.4 Community and professional capacity building

While in South Australia later in March 2017, Dr Stephen Clark, AGPAL Group CEO, will be stopping by Centacare SA to personally present their accreditation certificate. In the lead up to this exciting time, we interviewed Jenny Hanlon, Centacare Catholic Services Executive Manager, Systems Improvement to find out more about this incredible achievement.

QIP: What does achieving these exceeded ratings mean to Centacare?
The validation by external reviewers that we are indeed achieving beyond requirements is significant feedback. It gives not only us but our clients, funders and other stakeholder’s confidence in Centacare as a provider of choice for high quality services to the community. It is an acknowledgement of the efforts of all staff within Centacare and their commitment to the culture of quality, which has the client at the centre of all that we do. The fact that the exceeded ratings were spread evenly across all sections of the standards, confirms we have a good balance in our efforts to ensure we are a strong and sustainable organisation.

QIP: During the six rounds of accreditation, the organisation has clearly implemented ongoing quality improvements; can you tell us what some of those are?
We are a very different organisation now to what we were when we first commenced the QIC Standards and Accreditation Program in 2001. In this time, every aspect of our organisation has been subject to quality improvements. Over the years we have worked to embed the culture of quality and continuous improvement across all levels of the organisation and have implemented countless quality improvements.

The fact we have an active Quality Program with a sustainable and ongoing structure, which engages and involves staff at all levels within the organisation, ensures improvements will continue to occur.

QIP: What do you value most about the accreditation process?|
At Centacare, we view ourselves as a learning organisation and welcome feedback as an opportunity to make improvements. This feedback can come from a range of sources including clients, stakeholders, and staff or via research, evaluation, complaints and audits.

The accreditation process provides an opportunity for reflection during the self-assessment phase, and by ensuring we are open and transparent during the external review phase we are provided with valuable insights into our organisation by independent external reviewers.

Accreditation is a formal recognition and we value that the review process validates areas where we are doing well as well as identifies areas where we can improve based on good practice.

QIP: What advice or words of encouragement would you give to other community or health organisations looking to exceed in their accreditation?
We don’t set out to exceed in our accreditation, rather we aim to ensure all aspects of our organisation are authentic and of the highest quality. This is assisted by using a systems approach including good governance and corporate systems to ensure we are a strong and sustainable organisation, systems for the delivery of high quality client centred services and systems for stakeholder and consumer engagement and sector and regional partnerships. We have a comprehensive set of documents including policies and procedures which describe the various systems and are subject to continual review.

A great set of policies and systems is worth little if staff are not engaged and committed to the quality program and are not supported to focus on the best model of operation to provide quality outcomes for clients.

My advice based on our experience with implementing a quality program for accreditation is to ensure the CEO and leadership team actively support and engage in the quality program.

It is important to clearly identify who is accountable and responsible for leading the quality program and ensure they are of a level which promotes the importance of the program and enables influence. Adequate resources must also be allocated as it is quite labour intensive to maintain a quality program. The QIC Standards provide a great framework and the implementation of a strong systems approach supports requirements. Ensuring structures and processes for reviewing is built into all aspects is necessary to ensure continuous improvement. It is critical those structures and processes engage staff to embed a culture of quality.

QIP: A particular highlight for Centacare SA was Section 3 – Sustaining quality external relationships where three of the four standards were exceeded, did you do anything in particular for this section?
I think it is a combination of several factors and not any one thing in particular. To promote the culture of positive quality stakeholder relationships we have clear documentation of the expectations of stakeholder collaboration and engagement, CQI processes are in place for planning and review of stakeholder involvement as are structures for meaningful stakeholder participation.

A key KPI within position descriptions across all levels of staff includes the demonstration of collaborative work practices with all stakeholders. This was demonstrated with the compelling evidence provided to the review team by the service delivery staff of their collaboration and partnerships they have with other stakeholders to maximise the resources in the community, to achieve outcomes for clients and the community, and to shape service responses that address identified needs in a creative way. The review team applauded Centacare’s staff who step up and play leadership roles through managing services and programs, through participating in activities that lead to improvement, by mentoring and supporting one another, by working together effectively internally and with other partners, and through a focus on positive outcomes.

QIP: What role does accreditation play for your organisation to assist such a wide range of sectors and people in the community?
Accreditation provides us with a mandate which ensures we continue to evolve and grow as an organisation.

To find out more about Centacare, visit

AGPAL and QIP sponsor 2017 AAPM Practice Manager of the Year Awards

AGPAL and QIP are once again proud and excited to sponsor the AAPM Practice Manager of the Year Awards and this year the 2017 AAPM National Practice Manager of the Year will receive a $5,000 travel voucher to spend on a well-deserved getaway!

Each 2017 AAPM State Practice Manager of the Year Award winner will receive flights, accommodation and registration for the 2017 National Conference in Perth. The recipient of each State Practice Manager of the Year Award automatically becomes a finalist for the National Practice Manager of the Year Award.

Nominations for the 2017 AAPM Practice Manager of the Year Awards are open to all AAPM Members across medical, specialist, dental or allied health practice management. Please note additional eligibility criteria applies, click here for more information.

How to nominate

Practice Managers can self-nominate or be nominated by practice owners, principals, and colleagues.

Once a Practice Manager is nominated they will invited to complete the online Application Form. If self-nominating, simply complete the Application Form without waiting to be nominated by someone else.

Start recognising the outstanding contributions made by a Practice Manager you know! CLICK HERE to commence the nominations process today as applications close Wednesday 31 May 2017.

For further details regarding the AAPM 2017 Practice Manager of the Year Awards, selection criteria and eligibility requirements visit the AAPM Website by clicking here.

National Model Clinical Governance Framework in Development

In late December 2016, the Australian Commission for Quality in Health Care (the Commission) advised their plans to develop a national model clinical governance framework to be used by clinicians, managers, executives, governing bodies and state and territory departments of health as a guide to support effective corporate governance and improve the safety and quality of care. The Commission have based the clinical governance framework is based on the National Safety and Quality Health Service Standards,  in particular the Clinical Governance for Health Service Organisations Standard and the Partnering with Consumers Standard.

Clinical governance ensures accountability and transparency across all disciplines of health care, supporting staff to ensure patients and the community receive high standards of quality care and service provision, and quality improvements are continuously reviewed, monitored and implemented.

Good clinical governance ensures that the community and the health service organisation can be confident that systems are in place to deliver safe and high-quality care and continuously improve services.

A high-level advisory panel has been formed to advise the Commission in developing the framework, comprising senior clinicians, health service executives, representatives from health service boards, jurisdictional representatives and other experts. The panel is chaired by Ms Wendy Harris QC, a member of the Commission’s Board.

The framework will help ensure that patients receive safe and high-quality care, and that the community is confident in the delivery of that care.

The framework will be supported by additional resources for specific target audiences including members of governing bodies such as boards, clinicians and consumers.

For further information and updates visit

Please note: the information published in this article has been obtained from the Commission’s 21 December 2016 e-newsletter.

Seasons Greetings from the QIP Team


On behalf of the Quality Innovation Performance (QIP) team, we would like to thank you and your entire team for your continued commitment to QIP throughout 2016.

We would like to extend our best wishes to you, your staff, family and friends. We hope your festive season and New Year is a joyful, relaxing and happy one.

To share in the gift of giving, QIP will make a donation to Mind Australia, Australia’s leading non-government provider of mental health and psychosocial disability support services. This year Mind Australia supported 11,500 Australians whose lives were disrupted by mental health, including their families are carers by providing a range of residential and community services.

If you would like to pledge your own support to Mind Australia, visit their website at

Office Christmas Hours
Please note that the QIP offices will be closed from midday Friday 23 December 2016 and will reopen on Tuesday 3 January 2017.

If you have an urgent query during this time please call 1300 888 329 (QIP Health) or 1300 820 152 (QIP) Community) for further details.

We look forward to working with you again in 2017.

AGPAL Group of Companies and partners awarded Department of Health tender to develop Health Care Home resources







Earlier this year the Department of Health (DoH) requested tender submissions for the development of a suite of educational resources for Health Care Homes in Australia. Partnering with CFEP Surveys, the AGPAL Group of Companies were successfully awarded this contract in November 2016.

The DoH is transforming Australia’s primary health care system by improving the provision of care for people with chronic and complex conditions. The Health Care Home model is an evidence-based, coordinated, multi-disciplinary model of care; it provides doctors, nurses and other healthcare professionals greater flexibility to shape care around an individual patient’s needs and encourages patients to participate in and direct their own care.

This internationally adopted model is set to revolutionise the future of Australia’s health care provision and will be rolled out over a three year period.

As outlined by the DoH, the Health Care Home model will initially be rolled out in selected geographical regions, based on Primary Health Network boundaries, across the country.  Around 200 medical practices or Aboriginal Medical Services (AMS) in these regions will become Health Care Homes and together they will enrol up to 65,000 patients with chronic and complex health conditions.

The Health Care Home implementation will improve the targeting and alignment of existing health care resources, revolutionising the provision of care for people with chronic and complex conditions in Australia’s primary healthcare system

With unique insights into the primary health system, the AGPAL Group of Companies project working group will develop a suite of resources designed to be flexible to meet a variety of practice needs and structures, including solo and small practices, rural and remote settings, and AMS. Value Co-Creation and User-Centred Design approaches will be used as the overarching frameworks for this project, bringing together key stakeholders, industry bodies, primary health care workers and patients to develop and deliver tailored education resources fit for purpose.

The AGPAL Group of Companies, UNE Partnerships and CFEP Surveys look forward to sharing further updates regarding this project, which will play a key role in the implementation and adoption of Health Care Homes across Australia.

For further information, contact Dr Tina Janamian, Director Health Care Homes Project via email at

The AGPAL Group of Companies includes Australian General Practice Accreditation Limited, Quality Innovation Performance Limited, Quality Innovation Performance Consulting Pty Ltd and Quality Innovation Performance International Pty Ltd.

Stand Up, Speak Out and Act #whiteribbonday

Today is White Ribbon Day, a national violence prevention campaign and is part of the largest global movement to stop violence against women and children.

Unfortunately family violence is far too prevalent within the Australian community. It is important to note that, according to Australian statistics, one in three women and one in four children will experience family violence, but also one in five men will also become victims of family violence.

These victims and numerous perpetrators are presenting to their General Practices, Health Provider Specialists, Community, Support and Social groups with a variety of issues including mental anguish, broken bones, bruises and many other physical and emotional scars.

Rosie Batty, Australian of the Year 2015, is a prominent family violence campaigner who rose above personal tragedy and the loss of her 11 year old son Luke, who was a victim of domestic violence at the hands of his father in an extremely public attack. Earlier this year we had the honour of hosting Rosie Batty as one of our keynote speakers at the 2016 AGPAL and QIP Conference.

Rosie shared with our audience that although AGPAL and QIP accredited organisations and their staff may not feel appropriately qualified to deal with cases of family violence, there are steps that can be taken to provide greater support to these victims when these abusive and complex situations present themselves.

Some of these recommended some steps that health care providers can take to personally and professionally understand and support victims, and perpetrators of family violence include:

  • Understand that you are not an expert, your role is to support, not resolve.
  • Be confident in your ability to refer patients, friends, clients, colleagues, staff and family members to a referred specialist service.
  • Be cautious that victims may have had to relocate and displaying photographs may put someone’s safety in jeopardy.

What can you do?

  • 1800 RESPECT is a national specialist referral phone service ( or
  • Engage your team in specialist domestic violence response training through DV Alert (

Stand with Rosie Batty beside every victim on family violence and support her Never Alone Campaign (

Stand Up, Speak Out and Act #whiteribbonday