How M-Files Streamlines Compliance for Australian Aged Care and Community Care Providers

Aged care and community care providers in Australia play a vital role supporting vulnerable individuals. However, the sector faces unique and complex challenges when it comes to managing documents and information. Dealing with sensitive personal health data and adhering to strict compliance requirements can often lead to administrative burdens that detract from the core mission of providing quality care.

In this post we explore some of the key information management challenges faced by the aged care and community care (ACCC) sector and show how M-Files can help ACCC providers enhance regulatory compliance and streamline their internal operations.

ACCC providers must comply with a multitude of standards and legislation designed to ensure the safety, well-being, and rights of care recipients. For instance, providers delivering aged care services must adhere to the Aged Care Quality Standards (ACQS) under the Aged Care Act 1997. These standards encompass everything from consumer dignity and choice to organisational governance, requiring documented policies, care plans, continuous improvement logs, and staff training records.



Similarly, providers offering services under the National Disability Insurance Scheme (NDIS) must comply with the NDIS Practice Standards set by the NDIS Quality and Safeguards Commission. Registered NDIS providers also have obligations regarding the NDIS Code of Conduct, complaints management, incident reporting, worker screening, and information access.

Maintaining compliance presents significant hurdles for the ACCC sector. Providers often struggle with document version control, ensuring staff are always working with the most up-to-date policies and procedures. Timely access to critical information for staff, especially those working remotely or across multiple sites, is another major challenge. Carers need immediate access to client files and care plans to deliver effective care.



Internal challenges such as fragmented or manual systems, including reliance on paper-based records, email as a document repository, and disconnected software, exacerbate these issues. This makes retrieval of information for audits a time-consuming and stressful process. Furthermore, maintaining data privacy and security of sensitive health information, controlling access, and tracking changes are paramount concerns. Effective document retention and archiving according to varying regulatory requirements also strains resources.

M-Files offers a powerful solution to these challenges, offering ACCC providers a robust information management platform designed to streamline operations and bolster compliance. Here’s how M-Files can benefit ACCC providers:

M-Files centralises all your important documents into a single, easily accessible system, eliminating information silos and ensuring everyone works from the latest version of crucial documents, including administrative files, compliance documentation, patient records, and care plans. M-Files can connect to existing repositories such as SharePoint or local network drives, meaning existing content doesn’t need to be migrated. Staff can access documents from the desktop application or via mobile device, empowering mobile carers with real-time information at the point of care. This single source of truth simplifies information retrieval and improves collaboration.

Unlike traditional folder-based systems, M-Files uses a metadata-driven architecture. This means documents are tagged with relevant properties, making it incredibly easy and fast to locate the information you need using simple searches, regardless of where the document is stored. Staff can quickly find resident or client records, policies, and standard operating procedures (SOPs), minimising downtime and boosting productivity.

M-Files automatically manages document versioning, ensuring that staff always have access to the most current information. It also maintains comprehensive audit trails, providing a detailed history of who accessed or modified a document and when. This is crucial for demonstrating compliance during audits and minimising risks. The example image below shows the history of a policy document along with timestamps when the document was edited. Because M-Files integrates with Microsoft 365 applications, it allows users to easily compare different versions of a document side-by-side if required.

M-Files is the gold standard when it comes to managing controlled documents in heavily-regulated sectors such as aged care and community care. M-Files offers powerful capabilities for managing controlled documents such as policies and Standard Operating Procedures (SOPs), which are vital for ACCC providers to maintain regulatory compliance and enhance quality assurance.

• Centralised Platform: All policies and SOPs can be stored in one secure, easily accessible location within M-Files. This eliminates the risk of outdated or inconsistent versions being used across the organisation.

• Metadata Tagging: Policies and SOPs can be tagged with relevant metadata, such as the policy area, review date, author, and relevant compliance standards (e.g., ACQS clauses). This makes it easy to search for and identify the correct documents based on specific criteria.

• Workflow Automation for Reviews and Approvals: M-Files allows for the creation of automated workflows for the review and approval of policies and SOPs. This ensures that documents are systematically reviewed by the appropriate personnel, approvals are formally recorded, and new versions are published efficiently.

• Mandatory Read Receipts and Training Tracking: M-Files can be configured to require staff to acknowledge that they have read and understood new or updated policies and SOPs. This helps ensure that all personnel are aware of and compliant with the organisation's documented procedures. Furthermore, M-Files can assist in tracking which staff members have completed necessary training related to specific policies and SOPs.

• Audit Trails for Compliance: M-Files maintains a comprehensive audit trail of all actions taken on controlled documents, including who accessed, viewed, edited, or approved them, and when. This provides a clear history of document management, which is crucial for demonstrating compliance during audits.

• Secure Access and Permissions: Robust access control and permissions management in M-Files ensure that only authorised personnel can access, modify, or approve sensitive policies and SOPs. This enhances data security and reduces the risk of unauthorised changes.

M-Files enables the automation of crucial workflows, such as document reviews, approvals, and updates, ensuring that required tasks are completed on time and reducing the risk of human error. You can also set up automated email notifications to remind clients or staff when important documents are about to expire, such as staff certifications, organisational accreditations, or resident care plan reviews, helping your organisation remain compliant.

Take the example below. This simple M-Files workflow allows a care plan document to be cycled through an internal review and approval process - no emailing of the document required! When the care plan falls due for review M-Files automatically sends an email notification to the relevant personnel, eliminating the need to manually record and monitor when the care plan is due to expire. Better still, M-Files retains records of who reviewed and approved the care plan and when, ensuring a full audit trail is maintained.

M-Files offers robust access control and permissions management, ensuring that only authorised personnel can view, edit, or delete sensitive documents like client health records. Optional multi-factor authentication provides enhanced protection against data breaches and unauthorised access. Further, M-Files Cloud is hosted in highly secure Microsoft Azure infrastructure within Australian data centres, further bolstering data security.

Don't let the complexities of information management and compliance weigh down your ACCC organisation. Innovative Content Management is an experienced Australian M-Files delivery partner ready to help you harness the full potential of this powerful solution. We can work with you to develop a customised M-Files solution tailored to your specific needs, improving productivity, compliance, security, and overall efficiency. Book a consultation with Innovative Content Management today to discover how M-Files can revolutionise the way you manage information and enable you to focus on what truly matters – providing exceptional care.