Response 308648982

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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
Aged care consumer
Family and/or carer for an aged care consumer
Ticked 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
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
- Ongoing use of external organisations to monitor organisations performance. - Retain publication of results - Maintain the current review process of results to allow providers to seek review into the decisions made. This will be particular important with the implementation of private accreditation providers as it will enable organisations the ability to seek review.

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

Change assessment & monitoring
- Review the current accreditation standards: the single aged care quality framework is a step in the right direction but will be cumbersome while we seek streamline of the accreditation process. - Place greater focus on care recipient comments and care provided instead of documentation produced by the home. - Extension of the accreditation period from 3 years to allowing for increased support visits to ensure homes are maintaining standards. - A national quality benchmarking system to identify at risk homes early and reduce support visits to homes that are proving to have strong quality systems in place.

Questions about complaints

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

Please select one item
Yes
Ticked No

Never made a complaint

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

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

26. Do you have any suggestions for how complaints handled by the Aged Care Complaints Commissioner could be better handled?

Note: this question is included for organisations and those individuals who have not made a complaint
Speed of the process should be improved. There has been instances where we have seen a complaint drawn out over months due to further complaints being added by the individual when receiving a response. It would be good for complaints to be closed out by topic as they occur rather than adding to them when responding to the original complaint and preventing closure. The publication of complaints from the commissioner was really good to see. Some of the actions taken by providers to resolve complaints appeared to be very costly and time consuming for these providers. Eg the provider that renovated a room to sound proof it reduce noise as it was located near an activity room. Experience with the complaints department has been that they will push providers for implementation of new processes and change. Further consideration to current processes would be appreciated.

Additional comments

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

Additional comments
Aged care continues to be one of the most highly regulated industries with in Australia yet we continue to see failings of the quality of care provided and afforded to our elders. We need reform of our funding models and regulatory processes to enable the industry to be able to innovate and move towards consumer directed care. The burden to providers of maintaining compliance in the planning of care is reducing the time to provide the care. With our current rigorous focus on documentation and assessments we are creating top heavy organisations drawing resources away from the frontline staff who are responsible for the care provided. We need to focus our energy on the care provided, move towards a lifestyle model and innovate to create a residential care system that's focus is on the individual.