Provider Registration Location Specific Practice Number (LSPN) quality checking in QST 111-22042821

The Provider Registration LSPN quality checking process aligns with 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 that there is consistency in quality checking

In Scope

LSPN application

Out of scope

LSPN accreditation is not covered by this procedure

Managers/Team leaders are responsible for making sure that:

• 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 Quality Operations & Technical Support
• timely error feedback is discussed with Service Officers as part of the coaching conversation, to support any learning and development opportunities
• analysis of errors. That is, if errors occurred due to factors such as:
• limited training
• understanding the business rules
• environmental or system based issues
• positive quality checking outcomes are acknowledged with Service Officer
• analysis of data to identify learning needs or process improvement opportunities

Quality Checkers are responsible for:

• carrying out quality checks as specified in the sampling plan
• updating and maintaining technical knowledge, procedures and policies
• maintaining a correctness standard for personal accuracy
• identifying root cause analysis and identifying systemic issues
• reporting and escalating trends or concerns to their Team Leader
• providing constructive and non-judgemental feedback including appropriate reference materials such as Operational Blueprint
• explaining the impact of errors and action to be taken to correct the error (where applicable) when providing feedback

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

Quality team is responsible for:

• providing support for quality checking in the Quality and Support Tool (QST)
• providing relevant reports as needed
• arranging QST training for Quality Checkers
• supporting the business with flexible and 'fit for purpose' quality approaches

To attain accreditation, 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 quality checking procedure
• meet accreditation standards annually

Quality Checking accreditation must be renewed annually.

See Quality checker accreditation for Health Service Delivery Division for more information.

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. These 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
• when there is a consistent/long-term quality issue identified
• to Aim for Accuracy process (Check the Checker) which:
• is completed every 12 months
• confirms the accuracy of quality checking results
• rechecks 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. The Learning and Development training and consolidation plan provides more information.

Programme Post-checks

An agreed percentage of the monthly total of LSPN work types is randomly selected for quality checking. This percentage may be adjusted during peak periods and/or when an increased level of quality assurance is needed.

Targeted checks

To arrange a targeted check(s), Team Leaders email a request to Quality Operations & Technical Support with:

• the staff member’s details, and
• the reason and the length of time needed 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 make sure 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

It is also an error when information is not processed/keyed from the:

• 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.

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

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

An error is defined as non-critical 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

Managing and storing feedback

Feedback is recorded and stored in the Quality & Support Tool

Correcting errors

• Critical errors
  Quality Checkers must correct critical errors immediately, as they are identified.
• Non-critical errors
  Quality Checkers provide instruction in the feedback email. Service Officers correct non-critical errors.

Quality Checkers must consult their subject matter experts for questions about LSPN.

Enquires about quality checking process or issues with checking results that cannot be resolved on site should be directed to Quality Operations & Technical Support by email.

Quality checking procedures are reviewed and updated by the business and program in consultation with Quality Operations & Technical Support. The review makes sure that error codes are current and approved policy changes are included.

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

The Resources page contains tables listing error status codes (critical and non-critical) for quality checking and a list of links to the intranet.