Introduction
2. Do you give consent for your submission to be published in whole or in part?
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Yes
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No
Details about you
3. Are you answering on behalf of an organisation?
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Yes
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No
4. Where do you live or where is your organisation based?
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NSW
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Vic
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Qld
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WA
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SA
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Tas
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ACT
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NT
More details about you
8. What role best describes you?
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Aged care consumer
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Family and/or carer for an aged care consumer
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Aged care worker/professional
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Aged care advocate
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Clinician/geriatrician
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Health worker/professional
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Other
9. Do you identify with any of the following special needs groups? Please select all that apply.
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People from Aboriginal and/or Torres Strait Islander communities
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People from culturally and linguistically diverse backgrounds
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People who live in rural or remote areas
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People who are financially or socially disadvantaged
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Veterans
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People who are homeless, or at risk of becoming homeless
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Care-leavers
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Parents separated from their children by forced adoption or removal
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Lesbian, gay, bisexual, transgender and intersex people
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 Yes, always Radio button: Not checked Yes, always | Accreditation process Yes, mostly Radio button: Not checked Yes, mostly | Accreditation process Yes, sometimes Radio button: Not checked Yes, sometimes | Accreditation process No Radio button: Checked No | Accreditation process Don’t know Radio button: Not checked Don’t know |
| Monitoring process Yes, always Radio button: Not checked Yes, always | Monitoring process Yes, mostly Radio button: Not checked Yes, mostly | Monitoring process Yes, sometimes Radio button: Not checked Yes, sometimes | Monitoring process No Radio button: Not checked No | Monitoring process Don’t know Radio button: Not checked Don’t know |
12. Do you think processes to review and investigate non-compliance with the accreditation standards are effective?
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Yes, always
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Yes, mostly
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Yes, sometimes
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No
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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?
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Yes
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No
14. Do you think these sanctions are effective?
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Yes, always
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Yes, mostly
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Yes, sometimes
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No
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Don’t know
15. What features of the existing assessment and monitoring process should be retained?
Retain assessment & monitoring processes
Regular time lined review and un announced visits
16. What features of the existing assessment and monitoring process should be changed?
Change assessment & monitoring
The current system is too heavily based on paper processes, that takes the very limited staff away from their role as primary care givers.
The current system is quite assessor biased. Although meant to be a neutral reviewer all of the assessors have their own personal "bent".
The current system is quite assessor biased. Although meant to be a neutral reviewer all of the assessors have their own personal "bent".
Questions about complaints
17. Have you made a complaint about a residential aged care service in the last 10 years?
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Yes
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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
2011
19. Who did you make the complaint to?
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Aged care staff
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Management
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Commonwealth department
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State/territory department
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Elected official
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Aged Care Complaints Commissioner
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State or territory health complaints entity
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Police
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Other
20. Did you experience difficulty finding information about:
| Who to direct complaints to Yes Radio button: Checked Yes | Who to direct complaints to No Radio button: Not checked No |
| The complaints handling process Yes Radio button: Checked Yes | The complaints handling process No Radio button: Not checked No |
21. Where did you go to find information about making a complaint?
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Residential aged care service
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My Aged Care website
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Aged Care Complaints Commissioner
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Commonwealth Ombudsman
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Other
22. How satisfactorily was the complaint addressed in terms of the following:
| Time taken to resolve Completely satisfactory Radio button: Not checked Completely satisfactory | Time taken to resolve Mostly satisfactory Radio button: Checked Mostly satisfactory | Time taken to resolve Unsatisfactory Radio button: Not checked Unsatisfactory |
| Clarity of process Completely satisfactory Radio button: Not checked Completely satisfactory | Clarity of process Mostly satisfactory Radio button: Not checked Mostly satisfactory | Clarity of process Unsatisfactory Radio button: Checked Unsatisfactory |
| Personnel handling the complaint Completely satisfactory Radio button: Not checked Completely satisfactory | Personnel handling the complaint Mostly satisfactory Radio button: Checked Mostly satisfactory | Personnel handling the complaint Unsatisfactory Radio button: Not checked Unsatisfactory |
| Clarity of communication Completely satisfactory Radio button: Not checked Completely satisfactory | Clarity of communication Mostly satisfactory Radio button: Not checked Mostly satisfactory | Clarity of communication Unsatisfactory Radio button: Checked Unsatisfactory |