GMA304 Operational review

There is an ongoing review process that supports the service to maintain and implement operational policies and practices. 

The process supports improvements where changes are needed.  

Documentation required (written or digital):

• A process for reviewing the service’s delivery of operational policies and practices;

• the process is consistent with criterion GMA303; and

• recorded outcomes from the review process.

How to show you are complying

Operational policies and practices are the documented and day-to-day procedures that guide how your service runs. To comply with criterion, you must have an  ongoing process of review of these operational policies and practices. 

This review process should be structured to make sure your service’s policies and practices are:

• up to date

• relevant

• implemented

• aligned with regulatory standards

This usually includes scheduled reviews at set times (like once a year) and extra reviews when something changes—such as new legislation, updated information such as government bulletins, incidents or complaints, or feedback from staff or service users suggests a need for change.

Use insights from your reviews and feedback to refine policies and practices over time.

A documented operational review process 

You will need a document that explains how your service reviews its operational policies and practices. 

As an example, this could include: 

• scope – what areas or policies are covered

• frequency – how often reviews happen

• triggers – what types of incidents or complaints prompt an unscheduled review

• roles – who is responsible for leading and contributing to the review

• how families are invited to take part in the review

• methods – how reviews are carried out (for example surveys, meetings)

• tracking changes – how updates are recorded (for example version control, review dates)

• implementation – how changes are shared with staff and put into practice

• the recorded outcomes of the review – keep clear, up-to-date records of policy reviews, including who was involved, what changes were made and why, and regularly check if those changes are having the intended impact.

Stakeholder involvement

To demonstrate the process is consistent with criterion GMA302, you will need to include input from:

• adults providing education and care who use the policies and implement practices and

• parents and whānau of children using your service.

Documentation (written or digital)

Keep records of reviews, including what feedback informed changes, what changes (or decisions not to change) were made and the reasons behind them. 

Written or digital in this context refers to any recorded information—whether on paper or in electronic format—that captures decisions, actions, reflections, or evidence. This can include:

• a policy review calendar or schedule

• a template showing how each policy is reviewed

• meeting minutes or reports

• online forms, databases

• on-line surveys or records

• flowcharts or diagram of the review process.

• evidence of staff training or communication (for example emails, video blogs, online modules).