Australian Organ Donor Register (AODR) quality checking 111-22030000

The objective of the quality checking procedure is to:

• give checkers the tools to be able to identify strengths and weaknesses in the Australian Organ Donor Register (AODR) business process, highlighting opportunities for continuous business improvement, using effective quality checking processes
• make sure quality checkers have the same understanding of the process
• ensure quality checkers complete the checks in a consistent manner, by documenting the quality checking process

Managers are responsible for making sure:

• checkers have completed the appropriate training
• quality checks are undertaken as outlined in this procedure
• results of quality checks are recorded appropriately
• issues are addressed and corrections are made immediately (refer to Feedback)

Quality checkers must make sure that:

• Australian Organ Donor Register business rules have been applied correctly
• quality checking is performed on the specified sample size
• feedback is given to the processing Service Officer
• quality checking results are recorded and reported using the Australian Organ Donor Register (AODR) Quality Reporting form. See Resources for a link to the form

Quality checkers must not check their own work. If their work is selected, it must be given to another staff member who has been trained to conduct quality checks.

See Quality Checking Own Work Policy.

Staff members selected to undertake quality checking must:

• successfully complete the Australian Organ Donor Register (AODR) Quality Checker training available on the Learning Management System
• Quality, and
• AODR Quality Checking Online Test
• have knowledge of relevant policies and procedures and/or know where to find them
• undergo refresher training every 12 months

Training & Support contains the course numbers for the above courses and a link to the Learning Management System

Quality checkers will require access to:

• CDMS
• Operational Blueprint
• Processing and National Demand Allocation (PaNDA)
• AODR business rules and policy

Pre-checks

New starters will have 100 per cent of their work checked on the day the work is performed until considered proficient in processing.

Post-checks

Post-checks involve checking a statistically valid, random selection of work processed the previous day. The results are provided to management and external stakeholders as needed.

Targeted checks

In addition to the pre and post-checks, targeted checks provide an opportunity to look at other areas of the process which are not part of pre and post-checking.

Targeted checks for AODR may be:

• staff members with identified quality issues
• Aim for Accuracy

Post-checks

Australian Organ Donor Register quality checking is a post-check conducted on an endorsed minimum sample each month.

The AODR sample size is: Zones (Face to Face teams) and other processing teams: 2 per month

It is important that the random selection of items for quality checking rotates among Service Officers in the team, where possible. (For example, transactions from the same Service Officer are not selected for quality checking over consecutive months).

If AODR work items have been processed for the month, but the total number processed is equal to or less than the sample size, all work items must be quality checked.

Sample selection

Quality checks for the Australian Organ Donor Register (AODR) program may be conducted on several different types of source documents daily or monthly (depending on the processing area).

There are three types of Organ Donor records:

• Donor Only Entitlement (not linked to a Consumer record)
• AODR Entitlement without a Medicare number supplied (linked to a Consumer record)
• AODR Entitlement with a Medicare number supplied (linked to a Consumer record)

The quality checker from each processing area randomly selects the volume to be checked from work of the previous day. This work could be new or amend registrations.

• New registration - a person who has never previously been registered
• Amend registration - a person with an existing registration with a new form submitted

AODR registrations or amendments selected for quality checking can be taken from several different types of source documentation. These include but are not limited to:

• AODR Brochure
• AODR Licence Renewal Inserts
• AODR Multiple Registrations
• Medicare Claim (PC1) form
• AODR Confirmation Letter
• AODR Downloadable form.

An error is defined for the purposes of quality checking as:

• information processed/keyed into the system which does not match the documents provided
• information on a document received that has not been keyed when it should have been

Error codes are applied when Service Officers have not keyed information as per supporting documents.

An error is defined as critical when there is a potential risk to the:

• process affecting the accuracy of payments and/or information of Services Australia and its customers
• integrity of the reputation of the agency

An error is defined as non-critical when there is no identifiable risk to the above.

Non-critical errors will be recorded as feedback and any action needed is sent to the Service Officer for correction (where applicable).

Note: only critical errors are used to calculate the accuracy of processing results.

For AODR quality checking conducted in PaNDA, all AODR scanned documents are stored according to the PaNDA National File Structure.

Analysis of errors is the responsibility of the program. Underlying factors (reasons) for errors are identified at the time of quality checking and are reported using the online form.

The program is responsible for ongoing analysis on systemic errors.

If errors are identified, Service Officers must be given feedback and appropriate action must be taken to correct the error. For example, history adjusted, escalation to the appropriate areas where necessary.

The Team Leaders and the staff member concerned must be made aware of repeatedly occurring errors. Together, they can work out a plan of action to make sure this does not recur. Action can be in the form of training and must be made a priority.

Results of quality checks for the program are recorded and reported using the online Australian Organ Donor Register (AODR) Quality Reporting form. See Resources for link. Checkers must make sure that all quality checking results are submitted using the online quality reporting form:

• immediately after completing the check, or
• by close of business of the first (1st) working day of the new month

Post-check results are used to report accuracy of processing, and for exception reporting, root cause analysis investigation and improvement suggestions.

After checking the selected transactions, and before entering results in the Australian Organ Donor Register (AODR) Quality Reporting form, see Resources for link, feedback must be given to the Service Officer. This includes positive feedback for transactions identified as error-free.

Feedback is given the same day the quality check is done, or as soon as possible after the check has been completed. If an error has been identified, determine the reasons for the error (underlying factors) with the Service Officer.

Feedback for quality checking conducted is normally given face to face by the quality checker. The quality checker notifies the Team Leader of the feedback.

Quality checking procedures are regularly reviewed and updated by the respective programs in consultation with the Quality, Performance Technical support team and Medicare National Portfolio - Face to Face. This includes endorsed changes to program business policy and procedures and ensures that the error codes are current and appropriate.

It is the responsibility of the business area to ensure that issues with the Quality Checking Procedure are escalated to the Quality Management Section for recording and analysis using the applicable Quality Checking contacts. See Resources for a link.

Any changes that need immediate action will be updated accordingly. Changes that are not critical to quality will be included in the review of the procedure.

Quality checkers must follow the appropriate escalation process for the relevant programme.

Quality, Performance & Technical Support is only responsible for the management of the quality checking procedures.

Enquiries that cannot be resolved on site are emailed to the Medicare National Portfolio - Face to Face.

See Resources for a link.