Response 375521516

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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
Ticked WA
SA
Tas
ACT
NT
City/Town
Perth

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
Aged care worker/professional
Aged care advocate
Clinician/geriatrician
Ticked Health worker/professional
Other

9. Do you identify with any of the following special needs groups? Please select all that apply.

Please select all that apply
People from Aboriginal and/or Torres Strait Islander communities
People from culturally and linguistically diverse backgrounds
People who live in rural or remote areas
People who are financially or socially disadvantaged
Veterans
People who are homeless, or at risk of becoming homeless
Care-leavers
Parents separated from their children by forced adoption or removal
Ticked 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
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 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
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
Ticked Yes, sometimes
No
Don’t know

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

Retain assessment & monitoring processes
The complaints process and desk top audit

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

Change assessment & monitoring
Accreditation visits and scheduled visits

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
2012

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
Aged Care Complaints Commissioner
State or territory health complaints entity
Police
Other

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

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:

Time taken to resolve
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Clarity of process
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory
Personnel handling the complaint
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory
Clarity of communication
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory

23. Describe the complaint and how it was handled.

Description of complaint handling
Complaint made against a provider who was misusing commonwealth funding and not adhering to key provider regulations

24. How could your complaint have been better handled?

Suggestions for improvement
It was handled well

Additional comments

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

Additional comments
The accreditation process and visits are very negative, expensive and time consuming Residents and families are much more consumer savvy and willing to complain to providers or to the Commonwealth An annual desk top audit and check of complaints and clinical indicators should suffice