New confirmation of service delivery requirements

The Support at Home program introduced a range of new measures aimed at increasing transparency, accountability and participant satisfaction for the care and services they receive.

This means registered providers must now collect evidence to confirm the delivery of care and services for all participants. This means collecting evidence of services delivered by support workers who are provider employees, as well as third-party contractors and associated providers.

The types of evidence varies and may include any or all of the following, depending on the service type and who is delivering it:

• For in-home services: care notes, progress notes, clinical records or reports
• From workers: record of worker sign-in and out (electronic or hand-written), sign-in book or QR code
• For allied health: progress notes, clinical records and/or reports
• For meal delivery services: progress notes that evidence communication with the participant to confirm meals have been delivered and are meeting their nutritional needs
• For Assistive Technology & Home Modifications: an invoice plus at least one additional piece of documentation to demonstrate confirmation of delivery, such as clinical notes, electronic records, and photos or videos following installation

Additional evidence that we must keep also relates to professional recommendations and prescriptions for the service or items, prices, quotes, invoices, receipts and relevant assessments, reports and other documentation.

Whilst this may sometimes appear excessive or intrusive, it is not something we can avoid and it applies to all service types and all participants equally. We will work closely with you and your supporters to ensure you are satisfied with the care and services you receive and appreciate you assisting us with the process wherever possible.