Response 235393794

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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
Vic
Ticked Qld
WA
SA
Tas
ACT
NT

More details about you

8. What role best describes you?

Please select one item
Ticked Aged care consumer
Family and/or carer for an aged care consumer
Aged care worker/professional
Aged care advocate
Clinician/geriatrician
Health worker/professional
Other
If other, please specify
I am also a health professional

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

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

Retain assessment & monitoring processes
Assessing against the set standards

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

Change assessment & monitoring
There should not be prior warning given to the facility of the assessment taking place, nor should these assessments be performed wholly during business hours. RACF's should always strive to excel and knowledge of an upcoming assessment offers a false environment to assess.

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
2017

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Management
Commonwealth department
State/territory department
Elected official
Ticked Aged Care Complaints Commissioner
State or territory health complaints entity
Police
Other

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

Please select all that apply
Residential aged care service
My Aged Care website
Ticked Aged Care Complaints Commissioner
Commonwealth Ombudsman
Other

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

You are welcome to provide further details on your response
Current and ongoing

23. Describe the complaint and how it was handled.

Description of complaint handling
Low standard of care and lack of care, food hygiene safety standards not adhered to, low staffing levels, registered nurses with knowledge deficits, registered nurses responsible for high numbers of residents, residents call bell not answered within 20 minutes , infection prevention procedures not adhered to placing others at risk, English as second language of large percentage of staff making communication difficult for elderley with hearing deficits ( frequently encountered in RACF's) Initially numerous complaints made verbally and in writing to facility, promises of remedies/modified electronic are plans - often failed likely due to staffing levels/staff mix/lack of knowledge/not checking care plans? Complaint now lodged with Aged Care Commisioner

24. How could your complaint have been better handled?

Suggestions for improvement
the facility needs to take these complaints seriously to improve the quality of care for all residents