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Communications activities

The Commission’s communications activities support the promotion and provision of information to aged care providers, consumers and the general community. The activities support and enhance our consumer engagement, education and engagement functions. We have a number of methods for communicating with our audiences.

Media relations

The Commission receives requests for information and comment from media outlets including television, radio, newspaper and online. In 2019–20, the Commission received more than 300 media enquiries.

Website

We continue to use the Commission’s website as the key source of information for the sector and community. During the COVID-19 pandemic, the Commission established a dedicated COVID-19 section with a direct link from the homepage to a collection of resources and information from a range of reliable sources that was regularly updated.

During 2019–20, we prepared for the publishing of performance reports resulting from assessment contacts. These will provide greater transparency of information about provider performance. The functionality is due to go live in July 2020.

Quality Standards app

In November 2019, the Commission launched its Quality Standards mobile app. The app gives users instant, on-the-go access to information on the Quality Standards via a mobile device. It includes all the key information about each of the Quality Standards, including the consumer outcome and organisation statement, and the requirements that underpin the Quality Standards. As well as a glossary, the app has links to further information, guidance and resources on the Commission’s website.

The app is available from the App Store (for Apple devices) or Google Play (for android devices). At 30 June 2020, the app had 4,579 downloads on the Apple App Store and 1,654 downloads on Google Play.

Installed on a total of 6,233 devices in seven countries (Australia, UK, US, India, Ethiopia, China and New Zealand), the app is overwhelmingly used on mobile phones more than larger screen devices like tablets or iPads.

Over time, the app will be further developed to include more information for providers and consumers to ensure that anyone needing Quality Standards content will be able to access it anywhere, anytime.

Aged Care Quality Bulletin

Our newsletter, the Aged Care Quality Bulletin, is distributed monthly via email and is also available on the Commission’s website. During the COVID-19 pandemic, the Bulletin moved to a fortnightly edition. At 30 June 2020, the Quality Bulletin had more than 12,000 subscribers. The Bulletin is for people with an interest in aged care including providers, consumers and other members of the sector.

Regulatory Bulletins

Regulatory Bulletins provide targeted communication to assist providers to understand how specific requirements and processes fit into the overarching aged care regulatory framework – articulating expectations and underlying reasons for the Commission’s approach.

Regulatory Bulletins are published on our website. Providers can subscribe to our newsletter to be notified of the release of Regulatory Bulletins.

Regulatory Bulletins published or updated in 2019–20:

  • Issue no. 2020-11 – Publication of provider performance information
  • Issue no. 2020-10 – Quality assessor registration
  • Issue no. 2020-09 – Assessment Contacts in residential and home services
  • Issue no. 2019-08 – Regulation of physical and chemical restraint
  • Issue no 2019-07 – Reconsideration of regulatory decisions
  • Issue no. 2019-06 – Regulatory decision-making
  • Issue no. 2019-05 – Aged Care Quality Standards performance assessment methodology
  • Issue no. 2019-04 – Responding to non-compliance with the Aged Care Quality Standards

Regulatory Bulletins superseded in 2019–20:

  • Issue no. 2019-02 – Assessment contacts in residential services (superseded by issue no. 2020-09)

Rescinded Regulatory Bulletin:

  • Issue no 2019-01 – Serious risk (made obsolete due to the removal of the serious risk provisions from the Aged Care Quality and Safety Commission Rules from 1 January 2020).