Introducing the New Quality Standards


The Australian Government has set some new standards that clearly define what good care should look like. All aged care providers including Southern Cross Care and Southern Plus will have to use them from 1 July 2019.


The new standards make it easier to check that you are receiving good care and that providers are meeting your individual needs. Each standard is about an aspect of care that contributes to your safety, health and wellbeing. See the 8 Quality Standards below.


Quality Standards


Most people know what good care feels like

The staff are friendly and respectful, and they respond to your particular needs. You are well cared for by qualified and experienced people who are skilled in aged care. You have people to talk to about the things that matter to you. The organisation providing the care is well-run.


What you can expect in aged care

It doesn’t matter whether you are getting care at home or you are living in a residential aged care home. It doesn’t matter who you are, where you live, your life experience, identity, beliefs or culture. Every person receiving care has a right to be treated with dignity and respect, and to have their personal and clinical needs attended to.


Frequently asked questions

To help you understand what the new quality standards will mean for you, we have answered some frequently asked questions.


  1. Why is the Government introducing new Aged Care Standards? The new Aged Care Standards will help to build a better aged care system and promote greater confidence in aged care services and accommodation across Australia. We are implementing the new standards as part of our commitment to providing you with exceptional care and services and ensuring you enjoy the best possible quality of life.
  2. What is an Aged Care Standard? In Australia, the Aged Care Quality and Safety Commission is responsible for making sure aged care meets community expectations. They conduct audits of aged care providers across eight categories known as the Aged Care Quality Standards.
  3. What is an outcome? The new Aged Care Standards outline that all aged care providers must be able to show we are adequately caring for your individual needs. To do this, we need to record ‘outcomes’, to measure if you are happy with the care you are receiving, if you feel that we are listening to you and if your care needs are being met. This means we will ask you more often about how you feel, and whether you are satisfied with the care you are receiving. Under the new standards, these outcomes are what the quality of our service is assessed on.
  4. Will the care and services you receive be affected by the new Standards? The care and services you receive will not be affected, however we will ask you more often about how you feel about your care, how you think we are performing and where we can improve. The information you share with us will help us support you with the care and services to
    meet your individual needs.
  5. How can you provide feedback? We will regularly ask you for your feedback. Staff will collect information that you share with them verbally and we also encourage you to let us know what you think by completing surveys and assessments.
  6. Where can I find out more information about the new Aged Care Standards? Residential care: Speak to the Facility Manager at your residential care home. Home care: Speak to your Wellness Partner.