Loading Events

« All Events

  • This event has passed.

If it’s not documented, it didn’t happen


August 21, 2019
9:00 am - 1:00 pm
$195 – $225


Katie Brown
Trainer Short Bio
Katie has worked in the aged care sector for the last eight years in senior management roles in both workforce development and service management (primarily home care services). In 2018 she managed three residential care services, a rehabilitation clinic and home care service and led submissions to the Royal Commission for several aged care services before joining ACSA. Katie became passionate about palliative care whilst nursing her father through the end of his life and has been a staunch advocate for her 97-year-old Nanna who lives with her mum on the Sunshine Coast and receives home care services. Katie’s experiences as both a service manager and a consumer of services drive a passion to support services to focus on the customer experience through an amazing workforce. Katie’s first career and love were teaching and prior to working solely in the aged care sector, she spent eighteen years in the classroom including eleven years in the Vocational Education and Training sector focussed on health and community services working for TAFE Queensland and then Aged Care Queensland, based in Brisbane.

August 21, 2019 @ 9:00 am - 1:00 pm

$195 – $225

This program has been written for a diverse audience from carers through to service managers and everyone in-between!

Good client documentation is essential for numerous reasons, the most important being the provision of the best possible care and support. When something goes wrong or when a case conference is scheduled with the client and their loved ones, ensuring you have well written evidence to back up any claims, actions or outcomes is essential.  As aged care services continue to transition to customer directed care, documentation and its quality will improve communication across multi-disciplinary teams, demonstrate quality and reduce risk.

This interactive workshop will explore legislation, quality standards and professional practice that impact on documentation in community services and provide practical examples of strategies to ensure documentation is defensible. Current issues such as the Aged Care Quality Standards, Aged Care Funding Instrument (ACFI), Consumer Directed Care, together with real examples from the Royal Commission and Coronial Inquests are used to reinforce the need to document effectively and what can happen when documentation isn’t up to scratch.

The workshop will also focus on Complaints and Customer Feedback and appropriately managing Workplace Incidents and Investigation.

Learning Outcomes:

  • Be able to identify documentation essential to their role and responsibility within the organisation and reflect on their current professional practice and areas for improvement
  • Understand what makes documentation defensible – the basics including how to remain objective
  • Work with colleagues to identify critical elements of re-assessment following a client’s significant change in health and dependency and map these to the new Aged Care Quality Standards
  • Reflect on their organisations current complaints handling procedure and their role in effectively handling feedback
  • Follow a process for effectively managing and investigating a workplace incident
  • Work with colleagues to review a Coronial Report and reflect on how documentation led to a decline in the quality of care provision
  • Use a Consumer Directed case conference tool as a practical way to review care and support for a known older person



ACSA Offices, Sydney
Level 6, 5 Rider Boulevard
Rhodes, NSW 2138 Australia
+ Google Map
(02) 8754 0400


Tickets are not available as this event has passed.