Response 304443650

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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
Qld
WA
SA
Tas
Ticked ACT
NT
City/Town
At present I live in Diddillibah QLD but my husband was a resident in an ACT Nursing Home

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 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
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
They should be more closely monitored

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

Change assessment & monitoring
More vigorous checks

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
Aged care staff
Management
Ticked Commonwealth department
State/territory department
Elected official
Ticked Aged Care Complaints Commissioner
State or territory health complaints entity
Police
Other
If other, please specify
Letters to Ministers with Health or Ageing in portfolio

20. Did you experience difficulty finding information about:

Who to direct complaints to
Please select one item
Ticked Yes No
The complaints handling process
Please select one item
Ticked Yes No
You are welcome to provide further details on your response
One Health minister responded referring to this survey. Also advised going to the Aged Care Complains Commissioner. They advised that as my husband passed away 18 months ago, it is too old to act on now.

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
Aged Care Complaints Commissioner
Commonwealth Ombudsman
Ticked Other
If other, please specify
Letters to ministers

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
Ticked Completely satisfactory 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
Numerous ministers did not reply at all.

23. Describe the complaint and how it was handled.

Description of complaint handling
I cared for my husband at home with the help of Carers. I found their service very unsatisfactory. In June, 2016 his condition deteriorated and he needed to be moved to a Nursing Home. My complaint was the quality and experience of the home carers. In the Nursing home, my main complaint was the severe lack of staff. As my husband had a condition where he could no longer move or communicate very well, he was just left for long periods unattended and even when I was there, he had to wait very long periods for attention - namely dressing, moving, continence control. As he was assessed as needing 3 staff to assist, these staff were not always available. Ratio of staff to residents. There was not a registered nurse on duty at night and the palliative doctors were not readily available. The changes made to the home care scheme and the cost need to be checked. Also the prohibitive cost of a room in a Nursing Home. As I did not have the required bond, I was paying $1,810 per fortnight for his care.

Never made a complaint

25. Please identify why a complaint has not been made.

Please select all that apply
No reason to make a complaint
Ticked Didn't know how to
Too much effort required
Fear of retribution for making a complaint
No confidence in the handling of a complaint