Introduction
2. Do you give consent for your submission to be published in whole or in part?
Please select one item
(Required)
Radio button:
Ticked
Yes
Radio button:
Unticked
No
Details about you
3. Are you answering on behalf of an organisation?
Please select one item
Radio button:
Unticked
Yes
Radio button:
Ticked
No
4. Where do you live or where is your organisation based?
Please select one item
Radio button:
Unticked
NSW
Radio button:
Unticked
Vic
Radio button:
Unticked
Qld
Radio button:
Unticked
WA
Radio button:
Ticked
SA
Radio button:
Unticked
Tas
Radio button:
Unticked
ACT
Radio button:
Unticked
NT
More details about you
8. What role best describes you?
Please select one item
Radio button:
Unticked
Aged care consumer
Radio button:
Ticked
Family and/or carer for an aged care consumer
Radio button:
Unticked
Aged care worker/professional
Radio button:
Unticked
Aged care advocate
Radio button:
Unticked
Clinician/geriatrician
Radio button:
Unticked
Health worker/professional
Radio button:
Unticked
Other
9. Do you identify with any of the following special needs groups? Please select all that apply.
Please select all that apply
Checkbox:
Unticked
People from Aboriginal and/or Torres Strait Islander communities
Checkbox:
Unticked
People from culturally and linguistically diverse backgrounds
Checkbox:
Ticked
People who live in rural or remote areas
Checkbox:
Ticked
People who are financially or socially disadvantaged
Checkbox:
Unticked
Veterans
Checkbox:
Unticked
People who are homeless, or at risk of becoming homeless
Checkbox:
Unticked
Care-leavers
Checkbox:
Unticked
Parents separated from their children by forced adoption or removal
Checkbox:
Unticked
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: Checked Yes, sometimes | Accreditation process No Radio button: Not 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: 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?
Please select one item
Radio button:
Unticked
Yes, always
Radio button:
Unticked
Yes, mostly
Radio button:
Unticked
Yes, sometimes
Radio button:
Ticked
No
Radio button:
Unticked
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
Radio button:
Ticked
Yes
Radio button:
Unticked
No
14. Do you think these sanctions are effective?
Please select one item
Radio button:
Unticked
Yes, always
Radio button:
Ticked
Yes, mostly
Radio button:
Unticked
Yes, sometimes
Radio button:
Unticked
No
Radio button:
Unticked
Don’t know
16. What features of the existing assessment and monitoring process should be changed?
Change assessment & monitoring
on the spot checks at different times of the day/ week/ and particularly weekends
checking that what faciliites say they do they actually do - eg care plan reviews don't involved the consumer where my mum is even though I have asked that we be involved
speaking with carers and family representatives
checking that what faciliites say they do they actually do - eg care plan reviews don't involved the consumer where my mum is even though I have asked that we be involved
speaking with carers and family representatives
Questions about complaints
17. Have you made a complaint about a residential aged care service in the last 10 years?
Please select one item
Radio button:
Ticked
Yes
Radio button:
Unticked
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
use of restraint
19. Who did you make the complaint to?
Please select all that apply
Checkbox:
Ticked
Aged care staff
Checkbox:
Ticked
Management
Checkbox:
Ticked
Commonwealth department
Checkbox:
Unticked
State/territory department
Checkbox:
Unticked
Elected official
Checkbox:
Ticked
Aged Care Complaints Commissioner
Checkbox:
Unticked
State or territory health complaints entity
Checkbox:
Unticked
Police
Checkbox:
Unticked
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 |
You are welcome to provide further details on your response
i put in several minor feedback and suggestions using the feedback brochures and put them in the feedback bos got no response froom the facility in the first instance. i told staff that they were in there after i did not hear anything after 4 - 5 weeks.
manager came to be and told me not to put them in writing via the feedback box and go straight to her.
i would also tell staff that i have put in the feedback box and would also raise issues with them - there general reply was i don't know , or i suppose i can note it. where they did note it in the case notes i never got a reply and staff on later shifts knew nothing about it.
i escalated a more serious issue (restraint) that occurred to management , and the complains department in writing. the response i got was very aggressive in person and and eventual written reply was very 'bland and generic reply.
a further incident occurred and i went straight to the complaints commissioner.
manager came to be and told me not to put them in writing via the feedback box and go straight to her.
i would also tell staff that i have put in the feedback box and would also raise issues with them - there general reply was i don't know , or i suppose i can note it. where they did note it in the case notes i never got a reply and staff on later shifts knew nothing about it.
i escalated a more serious issue (restraint) that occurred to management , and the complains department in writing. the response i got was very aggressive in person and and eventual written reply was very 'bland and generic reply.
a further incident occurred and i went straight to the complaints commissioner.
21. Where did you go to find information about making a complaint?
Please select all that apply
Checkbox:
Unticked
Residential aged care service
Checkbox:
Unticked
My Aged Care website
Checkbox:
Unticked
Aged Care Complaints Commissioner
Checkbox:
Unticked
Commonwealth Ombudsman
Checkbox:
Ticked
Other
If other, please specify
google search
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: Not checked Mostly satisfactory | Time taken to resolve Unsatisfactory Radio button: 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: Not checked Mostly satisfactory | Personnel handling the complaint Unsatisfactory Radio button: 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 |
Additional comments
27. Do you have anything else that you would like to contribute to the Review?
Additional comments
the aged care complaints office was involved and very supportive however i have some feedback
the focus is on conciliation - we had to go in to a conciliatory meeting and we felt a lot of pressure to comply to get an outcome that the nursing home was happy with.
the facility was to provide information to the commissioner on updated procedures and policies - we never heard of the outcome or any improvements and personally, i don't believe too much has changed and i witness the same issues occurring for other residents which i see when i visit .
the focus is on conciliation - we had to go in to a conciliatory meeting and we felt a lot of pressure to comply to get an outcome that the nursing home was happy with.
the facility was to provide information to the commissioner on updated procedures and policies - we never heard of the outcome or any improvements and personally, i don't believe too much has changed and i witness the same issues occurring for other residents which i see when i visit .