Response 210682722

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Introduction

2. Do you give consent for your submission to be published in whole or in part?

Please select one item
(Required)
Ticked Yes
No

Details about you

3. Are you answering on behalf of an organisation?

Please select one item
Yes
Ticked No

4. Where do you live or where is your organisation based?

Please select one item
NSW
Ticked Vic
Qld
WA
SA
Tas
ACT
NT
City/Town
CROYDON

More details about you

8. What role best describes you?

Please select one item
Aged care consumer
Ticked Family and/or carer for an aged care consumer
Aged care worker/professional
Aged care advocate
Clinician/geriatrician
Health worker/professional
Other

Questions about accreditation and monitoring compliance of residential aged care services

11. Do you think that processes to accredit and monitor residential aged care services are effective?

Accreditation process
Please select one item
Yes, always Yes, mostly Ticked Yes, sometimes No Don’t know
Monitoring process
Please select one item
Yes, always Yes, mostly Ticked Yes, sometimes No Don’t know

12. Do you think processes to review and investigate non-compliance with the accreditation standards are effective?

Please select one item
Yes, always
Yes, mostly
Ticked Yes, sometimes
No
Don’t know

13. Are you aware that sanctions can be imposed on residential aged care services when they fail to comply with the accreditation standards?

Please select one item
Ticked Yes
No

14. Do you think these sanctions are effective?

Please select one item
Yes, always
Yes, mostly
Yes, sometimes
Ticked No
Don’t know

15. What features of the existing assessment and monitoring process should be retained?

Retain assessment & monitoring processes
Regular audits

16. What features of the existing assessment and monitoring process should be changed?

Change assessment & monitoring
Security. Personal belongings cash and possessions. Personal inventories and cash expense reporting (e.g. Record they have $5000 in their room or in their safe, so when it goes missing it may at least be tracked!) (Personal items of jewellery, furniture, radios, CDs, headphones all are targets to "go missing" especailly if their is no record. ) Frail and/or dimentia clienst are particularly vulnerable. Untrained or unvetted staff particularly 'fly by night' casuals. Probity. Staff are not to have any interest in client possessions. Sackable offence. New build should have mandatory CCTV in rooms for security and well being. Statistics on reported theft(s) should be public. Management should be obliged to call the Police and report thefts. Food. Improves when audits are announced (then decline again.) These should be random. Also personal food plans should be catered for e.g. diabetics

Questions about complaints

17. Have you made a complaint about a residential aged care service in the last 10 years?

Please select one item
Ticked Yes
No

Details on your complaint

18. In what year did you make your complaint? Please specify the year or 'Don't remember'

Year of complaint
I remember but would prefer not to say.

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Ticked Management
Commonwealth department
State/territory department
Elected official
Ticked Aged Care Complaints Commissioner
State or territory health complaints entity
Police
Other
If other, please specify
Family resistance because they did not want to 'rock the boat'

20. Did you experience difficulty finding information about:

Who to direct complaints to
Please select one item
Yes Ticked No
The complaints handling process
Please select one item
Yes Ticked No
You are welcome to provide further details on your response
Residents groups are not completely ignored, but there is a reluctance to act or responses, if they come, are tardy. Family complaints are 'diplomatically' dealt with by management as they have a responsibility to clients, staff and families and this is often a classic conflict of interest. The mandated processes need to better serve the baseline interest(s) of the clients. Quality consistent care (Nurses, ratios, training, wages etc) Quality consistent lifetsyle (food , outings, activities etc) Secure possessions and belongings Minimum Quality asset (airconditioning, upkeep etc)

21. Where did you go to find information about making a complaint?

If other, please specify
The facility should be the first place to start. The managment of that facility/organsation.

22. How satisfactorily was the complaint addressed in terms of the following:

Time taken to resolve
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Clarity of process
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Personnel handling the complaint
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Clarity of communication
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
You are welcome to provide further details on your response
What do you want us to do about it(?) is not an answer! The system should have processes in place to identify these risks and have mitigating strategies in place or at minimum a clear response process. For example, I am aware of a basement full of furniture not collceted or disposed of appropriately when clients pass on, or move out suddenly. This is not a system. When their is no inventory or family around it is open to complete abuse.

23. Describe the complaint and how it was handled.

Description of complaint handling
When a personal portable radio went mising we were advised that it was put inteh wash by mistake and was thrown out beacsue it no longer worked! 1. It was attrractive item being a hand held battery operated Sony portable from the era when thinsg were made to last. 2. It was used in the early hours to prov ide perasomnl listenin hwen a radio in the room was not permitted. 3. Who makes the decsion to 'throw out' anyones personal effects a. without checking with them first and b. not telling them at all until an investigation occurs. Diamond rings are not spoken about because we were told "The Police cannot do anything without evidence." Families are embarrased into submission. Really this is the nub of 'abuse' that occusr in thes facilties. Anywhere else it would not be tolerated.

24. How could your complaint have been better handled?

Suggestions for improvement
Make a serious attempt. Then ensure staff entering each room are monitored (physical log or CCTV.) Know who works at your facility, there background qualiifactions, references etc., especially casual staff. Industry insurance scheme to protect client assets (meaning they must be identified.) The system must protect quality or care and personal assets.

Additional comments

27. Do you have anything else that you would like to contribute to the Review?

Additional comments
I understand that financing is an issue. Families creating 'fire sale' of the family home can ahve devistating affect on morale of the client as wellas creat more financail problems that it somethies solves. Espcially if their are sevaral family members involved. Coming to a consesus is difficult and alternatigfve financing options are not generally availalble from bank or financial institutions AND THIS NEEDS TO CHANGE. Selling a $1m property to get a bond in a hurry serves non-one's interests and these rules need to be looked at to be more flexible. In the system itself there needs to be: a. More mandated regulation on minimum standards, particularly now the industry is building new facilities at a rapid pace. We do not want to have a glut of sub standard a facilities; b. More mandated minimum standards and processes governing control of standards of care within a facilities (health , food, nursing etc) including personal asset managment processes and incident reporting protocols; and c. Realistic audit processes and consequences with realistic outcomes. Insurances in place to 'shut a facility down' permanently ort temporaily if it fails the required standard . No coming back tomorrow or next. This encourages a 'cost of compliance' mentality.