Care2Help kept compliance on track through fast growth and a mid-term audit

Care2Help is a nursing recruitment agency in North Gosford, supplying nurses to aged care and the NDIS. It began in 2020, when two registered nurses who used to work together set it up from a spare room. One handled the admin and invoicing while the other was out in the field. In mid 2021 they applied for NDIS registration.

When Channah joined as Compliance Officer in January 2023, her first job was getting the team ready for the mid-term audit. Care2Help brought in Centro QMS to take the weight off compliance. Their director saw it filling the gap in policies and procedures, internal auditing and registers, and with a team now in place to look after it, the next step was making it their own.

The first half of the year went on internal audits, all completed in Centro's Internal Audit module. With 30 participants involved, the self-assessment showed where the gaps were and where Care2Help needed more resources. It also made clear how much more efficiently they could manage their information and files.

Channah had one-to-one onboarding and training from Centro's customer services team, which helped her find her way around the platform and put registers and continuous improvement into practice. She then started training team leaders, taking one module at a time. The focus was the Registers module, using practical examples of how each role keeps it up to date.

This audit was a step up. The team now ran a Supported Independent Living home and was applying for a high intensity module and Specialist Disability Accommodation, so the auditors would expect more paperwork and proof the knowledge was there for the extra services.

A week before, the auditors sent an agenda and a list of what they needed, including policies and procedures, registers, and participant and staff files. On the first day, Care2Help gave the auditors temporary access to Centro QMS alongside the supporting material.

On the second day, a second auditor, who was also a registered nurse, was shown the system in person. She hadn't seen Centro before. She was impressed with how the processes were laid out and called the documentation “excellent”, exactly what they were looking for.

The clinical side was reviewed that day, with interviews of the team, the clinical coordinator, the manager and participants. Questions ranged from participant induction packs to emergency action plans, and Centro's easy read documents and templates helped cover that ground. Having the policies for the new services already loaded showed a solid foundation before they started delivering them.