Our Services
Critical Success Solutions is a diverse consultancy with a wide range of disability and aged care management experts on-call.
Take a look at our services
Aged Care Management - Residential and Home Care
Overview
Managing an aged care facility should be a highly rewarding job but compliance and legislative requirements can make it feel tiring and overwhelming.
At Critical Success Solutions, we make your job easier by offering the support of experts.
Our team of consultants has decades of industry experience as leaders and senior managers. We are highly driven to find the solutions that are right for your organisation.
ACUTE – Aged Customer Undercover to Evaluate Programs
The ACUTE program provides undercover observation and analysis of workplace practice gathered by Critical Success Solution staff, acting as aged consumers.
This service may also be in the form of a Critical Success Solutions nurse, placed in the care facility to observe nursing, administration or facility staff performing their roles.
Inclusions
- Briefing – confidential briefing with the Leadership Team on issues relating to care and service delivery.
- Assessment tool – assessment tool will be designed based on the brief in order to assess the areas of concern.
- Observational – work with you to ensure best time/place to observe practice and match with a Critical Success Solutions professional (e.g. nurse) to act as a consumer.
- Evaluation – a detailed report with findings and recommendations will be provided and discussed with the Leadership Team within the work week.
This service can result in better clinical management, better operational management and improved risk management.
Organisation Structure Review / Workforce Efficiency and Roster Review
Critical Success Solutions consultants are highly knowledgeable when it comes to workforce requirements, obligations and aged care legislative requirements.
Request our support to develop creative solutions that improve efficiency, resolve staffing issues and help your organisation to meet quality standards.
Inclusions
- Support from a senior consultant.
- Review of current state.
- Consultation on possible improvements and variations.
- Provision of an optimised roster.
- Draft an updated organisation chart and support documentation such as position descriptions.
This service can result in better operational management at your disability or aged care facility.
Human Resources Support
Critical Success Solutions have a highly skilled team of HR experts who are ready to assist your organisation in a variety of sensitive circumstances, such as:
- External Privacy Officer
- External Whistleblower Officer
- Complaint management
- Mediation
- Performance management
- Recruitment
Inclusions
- Flexible support and development of resources as required.
Relief Management
Highly experienced Critical Success Solutions aged care business consultants are available to support your organisation during gaps in employment or periods of leave.
Our specialists have worked in leadership positions in a wide range of organisations in a variety of roles.
Your Critical Success Solutions Relief Manager can also work with you to make desired operational management improvements prior to employing a new staff member.
Inclusions
- On-site support for up to eight hours per day*
- Written progress reports provided weekly
* Additional hours charged at cost.Critical Success Solutions
Surveys
Surveys reach out to an accurate sample to gather targeted results. This means your disability or aged care organisation can draw data-based conclusions in order to make changes to systems and processes, based on the feedback you receive.
The anonymity of surveys allows respondents to answer with more candid and valid answers.
Critical Success Solutions has developed a range of surveys aimed at Senior Management, Staff and Residentials via an online survey platform. This can be completed via an iPad, smartphone or PC.
We also provide hard copies for residents who are not comfortable with technology or who do not have a support person.
Critical Success Solutions either provides your organisation with consultants to gather requirements and design your survey or can deliver a template that is customised with your logo, colours and unique collector link.
Templates include:
- Customer Experience Review (CER) survey.
- Residents’ Satisfaction – comprehensive survey based on the Aged Care Quality Standards (including CER).
- Employee Satisfaction survey – comprehensive.
- Lifestyle Services survey
- Post Commissioning survey.
Our survey platform produces heat map charts. It can also create word maps, if there are enough participants providing responses to open ended questions.
You can also speak with us about conducting surveys as face to face interviews, via paper or over the telephone.
Inclusions
- A survey tailored with your organisational logo and colours.
- A report in PowerPoint detailing the results and charts of your participants responses including an executive summary of positive areas and opportunities. CER survey does not include this executive summary as it is a short survey.
Operational Management
Senior Critical Success Solutions consultants available to assist in resolving high risk and time sensitive issues for clients when it comes to operational management.
This can include consulting on a vast range of care industry requirements, from how best to proceed with a difficult-to-manage consumer to identifying the relevant legislation requirements applicable to your situation.
Inclusions
- On-site support up to eight hours per day. Additional hours charged at cost.
- Written progress reports provided weekly.
Registered Nurse Support
To support your organisation, we can provide registered nurses for clinical support and improved clinical management.
Our consultants are highly skilled in best practice clinical care and provide supervision, mentoring and coaching to refine your employees’ skills, knowledge and effectiveness.
Inclusions
- On-site support up to eight hours per day*
- Written progress reports provided weekly
*Additional hours charged at cost.
Nurse Advisor / Administrator (Sanction)
Critical Success Solutions is a team of highly skilled professional consultants who all have extensive industry experience.
We can provide you with a suitable consultant to support and guide your organisation in the implementation of sustainable systems and processes. This will help ensure you meet Aged Care Quality Standards and ultimately provide quality care and services.
Our experts have provided support that has restored accreditation status to over eight organisations in the past two years. We not only work to meet the standards but also educate and train staff in the implementation of sustainable systems and processes to ensure the sustained compliance of the organisation.
Inclusions
- On-site support up to eight hours per day. Additional hours charged at cost.
- Written progress reports provided to the approved provider weekly. Inclusion of any policies, documents, reports, audits, education tools, forms and charts required to comply with the Aged Care Quality Standards
Pre-accreditation Support
Critical Success Solutions consultants have extensive industry experience that can assist your organisation in the lead up to your Re-accreditation Audit.
We achieve this by completing an external audit of all eight standards then providing you with a comprehensive report and action plan.
Our consultants are also available to assist your organisation to work through the action plan. We will help you implement the robust systems and processes that will meet the Aged Care Quality Standards and improve your care and service delivery.
You will receive expert advice during your 2-3 day re-accreditation audit to support and assist your leadership team.
Inclusions
- On-site support up to eight hours.
- Critical Success Solutions consultant matched to meet your organisational requirements.
Internal Review Audit
The purpose of the internal review is to assess your organisational compliance against the Aged Care Quality Standards.
Our internal auditors will evaluate controls in areas such as quality and safe care, operational efficiency, clinical data and information security, and financial compliance.
This audit will serve as a preventative control. It is designed to prevent errors from being introduced or detecting root causes. Critical Success Solutions auditors take an objective look at how these controls are serving the organisational goals.
The provider can use this assessment to:
- Assess the effectiveness of the aged care organisation for:
- Consumer rights
- Assessment and planning
- Care and clinical care
- Lifestyle and support services
- Environmental
- Complaints and feedback
- Human resource
- Governance systems
- Prioritise efforts to address any shortcomings within the system
- Improve the clinical and care outcomes of residents
- Improve the working environment of staff
This review can be used to simulate a real Aged Care Quality and Safety Commission audit. This ultimately tests the preparedness, documentation, system accessibility, skills, confidence and knowledge of your leadership team and workforce on your organisations systems and processes.
Inclusions
- A detailed and comprehensive report outlining:
- Key priorities
- Summary review of results
- Recommendations
- And additional information on your organisation’s systems.
Additionally, Critical Success Solutions is able to provide oversight or help your organisation implement changes to ensure compliance with the Aged Care Quality Standards.
Clients have the option to sign up to a bi-annual ‘maintenance program’ to ensure all systems are running smoothly. This instills confidence in work processes as well as helping you to always be prepared for unannounced visits by the Commission.
Training & Development
Overview
Guide your team to greater efficiency, productivity, engagement and job satisfaction with training and development from Critical Success Solutions.
Our highly experienced trainers will help you develop a skilled, qualified workforce that helps set your organisation apart from the competition and provides the best possible level of service to your clients.
New Graduate Support Programs
This six-month program commences after initial registration and new graduate placements have been offered in the care sector.
All new graduates have a mentor on site and receive a monthly visit from the new graduate program coordinator.
The first week is a three-day intensive overview run by the coordinator and subject experts, with two ‘buddy shifts’ preceding. This will include their mandatory training and orientation to the workplace.
A welcome pack is sent (this could include a USB with PowerPoints and resources loaded), including a note pad, pens, water bottle, badge etc.
Following the initial three-day course, a study day is held each month. The new graduate will not be rostered on the floor immediately before or after this day for five months.
The coordinator is always available for questions and support.
At the end of the course, a certificate is issued.
Inclusions
- Workbooks
- PowerPoints
- Certificates
Executive Coaching / Mentoring
Your organisation’s management team, including registered nurses, are integral when it comes to ensuring quality care and services are provided.
Enrolling senior staff in a coaching or mentoring program can encourage loyalty to your organisation, provide a greater sense of connection and commitment to the business and encourage open communication. This results in a positive work experience and increased efficiency across your organisation.
Critical Success Solutions can provide the management team and registered nurses with operational and clinical support in meeting Aged Care Quality Standards.
Our aged care business consultants are highly skilled in best practice clinical care, business and operational management across the aged care industry. We can provide supervision, mentoring and coaching to your team to refine their skills and improve performance, knowledge base and skills.
Inclusions
Development of a mentoring/coaching program in consideration of key organisational priorities includes but is not limited to:
- Time management skills
- Requirements of role/Understanding PD
- Importance of completing role functions
- Escalation pathways
- Individual challenges and appropriate strategy
- Introduction email sent to mentee with shortlist of key issues to be returned to mentor.
- On-site delivery of 1:1 coaching.
- Provision of resources and tools to assist mentees.
- Mentoring session outcomes to be documented and key themes/findings to be reported to the executive.
- Significant risk, or comments of concern communicated immediately to the organisational executive.
- Supply each mentee a short action plan template for professional development to complete, and return to Critical Success Solutions.
- Short project report and completed CM action plans provided on project completion.
Education Programs
Due to the nature of our industry, it is paramount that every organisation has a highly skilled and qualified workforce to meet consumers’ needs.
Continual professional development is key in ensuring that the workforce is providing care that meets residents’ expectations and best practice within the industry. To assist our clients, Critical Success Solutions has developed a vast range of education tools to suit any organisation across Residential Aged Care, Home Care and Disability.
Critical Success Solutions can provide you with the educational tools you require to develop your team or supply a trainer to teach your employees.
In addition, we run education bootcamps and workshops for CEO, Board, Management and Registered Nurses, as well as specific education programs such as Antimicrobial stewardship, Infection Prevention and Control (as well as Infection Control Coordinator Course), Governance and Lifestyle Coordinators Courses.
Inclusions
- PowerPoints (with accompanying workbooks)
- Quizzes
- Toolbox Talks
- Self-Directed Learning Packages
- Competency assessments
- Bootcamp Program
- Leadership, Board etc
Education Bootcamps
Critical Success Solutions can offer a variety of flexible, engaging and informative bootcamps to your disability or aged care organisation.
Let our team help you build a workshop that includes the right content, in the right time frame, for your team. We deliver bootcamps to all levels of organisation, including;
- Executive
- Nurses
- Carers
- Cleaning, maintenance and kitchen staff
Inclusions
- Consultation on your current knowledge gaps
- Development of a bootcamp to meet your needs
- Education delivery
- Soft copy resources where required
Program Design and Integration
Overview
Your programs form the foundation of your organisation’s success. Reach out to Critical Success Solutions to find out how we can support the design and implementation of robust and effective programs.
You can rely on our wealth of knowledge and extensive hands-on experience as we tailor programs to your organisation.
Quality Program Development and Implementation
Let the Critical Success Solutions team of professional consultants assist your organisation to design a quality system.
We understand that every organisation is unique, and that off the shelf solutions are often not appropriate or able to integrate with your existing systems.
Critical Success Solutions have successfully worked with various organisations of all sizes to develop and implement quality programs, such as:
- Conducting auditing programs
- Development and conduct of education programs
- Workshop and develop Model of Care
- Implement quality assurance systems
- Implement organisational reporting systems
- Workshop and develop Strategic/Business Plans
Develop Risk Management - Plans and Registers.
Inclusions
- Senior consultation to understand your gaps and develop appropriate solutions to optimise organisational compliance and efficiency.
- Implementation of systems and education of staff where required.
The result of quality program development and implementation is improved clinical, operational and risk management.
Workforce Education Development and Delivery
Critical Success Solutions has experience in working with various sized disability and aged care organisations.
Our team is uniquely positioned to develop and deliver education nationally for changes in industry in consideration of organisational systems, state-based legislation and tailored to your organisation.
Inclusions
- Consultation on key organisational objectives
- Education development.
Business Consultancy
Overview
Request a Senior Critical Success Solutions Consultant to provide your aged care organisation, retirement village or disability services provider with a range of services that will improve the progress of your organisation.
With our help, you will quickly identify the areas where your business is ‘stuck’ and be able to establish a clear path to move forward.
Acting on our recommendations, you will work closely with industry experts who have held senior positions and helped to quickly reform dozens of similar organisations. Your consultant will take a highly personalised approach to ensure your organisation has a sustainable and healthy future.
Board and Governance Support
Critical Success Solutions has consultants who have been either on aged care Boards or Leadership Teams and understand the complexity and compliance requirements expected under Standard 8 – Organisational Governance – Aged Care Quality Standards.
Your organisation’s board is responsible for overall governance, management and strategic direction. It is required to monitor the operational performance, risk and financial position of providing quality and safe care to consumers.
Inclusions
- Governance framework and corporate governance strategy
- Board manual with associated policies, procedures and forms
- Gap analysis of governance systems through audit
- Survey conducted on Board preparedness and maturity in their governance journey
- Workshop and development of a Strategic/Business Plan
- Development of Risk Management Plan and Register.
Board Advisory and Committee Membership
Critical Success Solutions Managing Director and Senior Consultants are on a number of boards or have been senior members of Leadership Teams for aged care organisations.
Your Critical Success Solutions consultants can either be Board Members or fill the role of Nurse Advisor to the Board.
Inclusions
- Negotiated time at Board meetings and Board Committee meetings
- Preparation time to review Board papers
- Response to Board papers as required
- Up to five advice calls per month
- If Nurse Advisor, provide reports to the Board on best practice recommendations
Strategic/Business Planning – Workshops and Plan Development
All organisations need to establish a direction in order to achieve their purpose.
Critical Success Solutions consultants will work with your Leadership Team and stakeholder representatives to determine the priorities and initiatives the workforce will focus their efforts on.
Inclusions
- Survey of Leadership Team, key staff and stakeholder representatives to gather input
Workshop with Leadership Team and stakeholder representatives including PowerPoint and booklet - Development of vision, purpose, values, priorities and initiatives at workshop
- Development of draft Strategic/Business Plan
Business Continuity Plan Testing Workshops
Critical Success Solutions will facilitate a workshop with your Leadership Team to test your BCP through multiple scenarios (including COVID-19 outbreaks).
This workshop is tailored to your organisation to assess if it is robust enough to handle the unexpected events that could possibly arise and to assess your Leadership Team’s response.
Testing benefits:
- Learn emergency preparedness planning best practice
- Ideas for business recovery
- Practical tips and tools
Inclusions
- Report prepared with recommendations for strengthening the BCP and responses
- Assess emergency response
- Test crisis management
- Identify gaps in current BCP
Business or Operational Review
Request an on-site business review of your organisation from a senior Critical Success Solutions consultant.
Our audit is conducted in line with leading business best practice frameworks and covers key business functions, including but not limited to:
- Management
- Strategy
- Risk Optimisation
- Innovation
- Budget
- Human resources
- Relationships and service agreements
- Quality
- Security
Inclusions
- A detailed and thorough report, outlining potential risk areas in a range of business functions and operation areas.
- Recommendations for improvement
- Action plan developed from the audit findings
Applications / Grants / Tenders
Critical Success Solutions maintains a team of highly skilled professional writers to draft grant applications for your retirement village, aged care or disability care organisation.
We have assisted many organisations win beds in ACAR rounds, increase funding via ACFI, win funding via government grants and become approved providers.
Our consultants will spend time with key personnel to learn about your organisation and collate all the information required.
Once your application has been drafted, your organisation will have the opportunity to review the document and provide feedback before the final application is provided for the organisation to lodge.
Inclusions
- Provision of a senior Critical Success Solutions professional content writer and a senior Critical Success Solutions consultant to quality assure all applications
- Provision of screening and pre-application assessment tools where applicable.
- Assistance and advice on how to lodge your application.
- If required, additional services negotiated to workshop/draft required documents such as Business Plan, Risk Management Plan and Register, and Organisation Chart.
Commissioning and Decommissioning of a Residential Aged Care Facility
Critical Success Solutions has consultants who have commissioned and decommissioned aged care residential facilities.
Our experts follow a project management methodology where consultation is conducted through the project phases of initiation, planning, execution, performance monitoring and close with stakeholders.
Project deliverables, milestones and checklists are developed, agreed to and implemented. A survey of stakeholders and residents helps evaluate either the commissioning or decommissioning of the service and share lessons learnt.
Inclusions
- Requirements gathering workshop.
- Project plan developed and implemented with project deliverables, milestones and checklists.
- Regular meetings with the leadership team.
- Workshops with stakeholders.
- Delivery of progress reports.
- Development and conduct of evaluation and lessons learnt survey.
- Report on evaluation and lessons learnt.
Critical Incident Investigation / Root Cause Analysis
Healthcare workers are a key risk group due to the very nature of the work they do on a daily basis.
Hazards are present in every workplace and are a threat to everyone’s health and safety. However, workers in the healthcare sector are reported as having one of the highest rates of work-related injuries and illnesses, predominantly due to their regular handling of patients.
Our experienced consultants are highly skilled in aged care risk management and in identifying the underlying causes of system failures such as near-miss, adverse events or a sentinel event.
We aim to ensure that following the investigation your organisation can implement strategies and control measures to effectively identify and prevent incidents as well as have a robust system in place to manage incidents that do occur.
Inclusions
- Critical Incident and Root Cause Analysis Education – Workbook and presentation including case studies and toolbox talk for organisational use
- Provision of Policy and Procedure, Incident and investigation forms
- Response to critical incidents within seven business days of notification
- Provide a Root Cause Analysis of the incident and a formal report that includes recommendations to consider and implement
Expert Witness
Our Managing Director has extensive experience in the aged care industry and is regularly called upon to be an expert witness due to her 30+ years of specialised knowledge of aged care in residential, respite or home care settings for legal proceedings.
Inclusions
- Working to tight deadlines with law firms to develop expert witness reports.
In a Box Policy and Procedure Suites
‘Aged Care in a Box’ is a set of policies, procedures, educational tools and audits to assist with assurance of care and services delivery in your aged care residential facility or home care service.
This collection is also available for Retirement Villages and Disability Care Services.
Each ‘Box’ is different, depending on your service. The policies and procedures shared by Critical Success Solutions use plain English, diagrams and flowcharts to provide meaningful, user-friendly documents for your staff.
Inclusions
- Policies and procedures
- Audit tools
- Handbooks
- Organisational forms and charts for:
- complaints and feedback
- contractors
- education
- emergencies
- accommodation services
- human resources
- infection prevention and control
- information systems
- personal and clinical care
- privacy
- quality management
- regulatory compliance
- volunteers
- well-being and lifestyle
- WHS.
- Currently tailored for NSW (all – residential aged, home care, retirement villages, disability) and Victoria (home care). Other states/areas can be negotiated.
TUNE – The Undercover Nurse Evaluation
The TUNE program provides undercover observation and analysis of workplace practice gathered by Critical Success Solutions professional staff.
This service may also be in the form of a Critical Success Solutions nurse, placed in the care facility to observe nursing, administration or facility staff performing their roles
Inclusions
- Briefing – confidential briefing with the Leadership Team on issues relating to care and service delivery.
- Assessment tool – assessment tool will be designed based on the brief in order to assess the areas of concern.
- Observational – work with you to ensure best time/place to observe practice and match with a Critical Success Solutions professional (e.g. nurse) to act as a consumer.
- Evaluation – a detailed report with findings and recommendations will be provided and discussed with the Leadership Team within the work week.
Responses to external parties
Call on senior Critical Success Solutions content writers and consultants to assist you in crafting responses to important stakeholders.
Our consultants have years of experience in formulating appropriate responses to notification of sensitive situations. We take the time to address your situation with the utmost care, due diligence and respect to legislative requirements.
Inclusions
- Consultation with a senior Critical Success Solutions consultant.
- Development of a draft response.
- Completion of final response with client feedback.
Get in touch
Contact Australia’s leading aged care and disability service provider consultants for expert advice and support to improve the quality and profits of your organisation.
