Australian Organ Donor Register (AODR) quality checking in QST 111-21071442

The AODR quality checking process aligns Services Australia's Enterprise Quality Framework and the 7 quality principles.

See Resources for a link to the Enterprise Quality Framework.

The quality checking process:

• helps Team Leaders and Quality Checkers to identify process improvements
• makes sure consistency in quality checking

Managers/Team Leaders must make sure:

• Quality Checkers complete the process for Quality Checker accreditation
• Quality Checkers hold appropriate skill tags in the Quality and Support Tool by sending an email to the Services Delivery Quality and Support Team
• error feedback is discussed with Service Officer as part of the coaching conversation. This supports any learning and development opportunities
• errors are analysed, e.g. did the errors occur due to factors such as limited training, understanding the business rules, environmental or system based issues
• positive quality checking outcomes are discussed with the Service Officer
• data is analysed to identify learning needs or process improvement opportunities

Quality Checkers must:

• carry out quality checks as specified in the sampling plan
• update and maintain technical knowledge, procedures and policies
• maintain a correctness standard for personal accuracy
• complete root cause analysis and identify systemic issues
• report and escalate trends or concerns to their Team Leader
• provide constructive and non-judgemental feedback including appropriate reference materials such as Operational Blueprint
• explain the impact of errors and action to be taken to correct the error (where applicable) when providing feedback
• make sure they do not check their own work. If Quality Checker's own work is selected, it must be passed to another staff member who has been trained to conduct quality checks

Quality Team must:

• provide support for quality checking in the QST
• provide relevant reports as needed
• arrange QST training for quality checkers
• support the business with flexible and fit for purpose quality approaches

Quality Checker accreditation must be renewed annually. See Quality Checker accreditation for Health Service Delivery Division for more information.

To be accredited, Quality Checkers must:

• have knowledge of relevant policies and procedures
• maintain a high correctness standard in the program they are checking
• have an understanding of the AODR quality checking procedure

Pre-checks

Pre-checks apply:

• to new starters
• when new processes are introduced

New starters have 100% of their work reviewed and corrected until deemed proficient. Any errors made in pre-check must be recorded as errors. Results are used to support ongoing training.

Programme/Post-checks

Programme/Post-checking randomly selects work completed the previous business day in Processing and National Demand Allocation (PaNDA). The results are provided to management and external stakeholders as needed.

Targeted Checks

Targeted checks apply:

• in response to business triggers or when there is a consistent/long-term quality issue identified.
• to Aim for Accuracy process (Check the Checker) which is completed every 12 months. This is to confirm the accuracy of quality checking results. The process involves rechecking a representative sample of previously checked work to determine if quality checking procedures have been followed correctly.

Pre-checks

Staff have 100% of their work reviewed until deemed proficient, please contact the Learning and development Team for the training and consolidation plan.

Programme/Post-checks

Between 5-8% of the monthly total of AODR work types are randomly selected for quality checking.

Targeted Checks

To arrange a targeted check(s), Team Leaders send an email request to the Services Delivery Quality and Support Team with the staff member’s details, the reason and the length of time required for the targeted check.

Timeframes

Quality checks are undertaken daily on a random sample of work. Quality checks are completed within 1-2 business days to ensure timely feedback. All quality checks for the month must be actioned within 4 calendar days of the following month. After this time, remaining work is abandoned.

Resources

Quality checkers must have access to the following to undertake quality checks:

• Program specific processing systems
• Processing and National Demand allocation (PaNDA)
• Quality and Support Tool
• Skill tags added on the Quality and Support Tool

For the purpose of quality checking, an error is information processed/keyed into the system which does not match the documentation submitted or the supporting documents uploaded to the systems.

Critical and non-critical errors

Error codes are categorised as critical and non-critical.

A critical error is when there is a potential risk to:

• a customer's:
• privacy
• eligibility
• payments
• application assessment being finalised
• record
• the agency's reputation

A non-critical error is when it does not meet the above criteria. Generally, this relates to administrative errors.

Only critical errors are used to calculate the health status of the program.

Each time a quality check is completed, the Quality Checker records the outcome in the Quality and Support Tool(QST). A system-generated email is sent in real time to the Service Officer and their Team Leader advising them of the quality check outcome. Individual results are captured in QST.

Quality checking feedback is sent by email to the Service Officer and their Team Leader. The email includes details about the:

• check
• result (including any errors identified), and
• quality checking dispute process

Method for managing and storing feedback

Feedback is recorded/stored in the Quality & Support Tool.

Correcting Errors

Critical errors - Quality Checkers must correct critical errors immediately as they are found.

Non-critical errors - Quality Checkers provide instruction in the feedback email. Service Officer's correct non-critical errors.

Enquires about quality checking process or issues with checking results that cannot be resolved on site should be directed to the Services Delivery Quality and Support Team by email.

Quality checking procedures are reviewed and updated by the business and program in consultation with to the Services Delivery Quality and Support Team. The review ensures error codes are current and approved policy changes are included.

Any changes that require immediate action will be advised and updated accordingly. Any changes not critical to quality will be incorporated in the review of the procedures.