Response 439409530

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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
Ticked SA
Tas
ACT
NT

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

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
Ticked People who live in rural or remote areas
Ticked 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
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 Ticked Yes, sometimes 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
Ticked Yes, mostly
Yes, sometimes
No
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

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
use of restraint

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Ticked Management
Ticked Commonwealth department
State/territory department
Elected official
Ticked 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
Ticked Yes No
The complaints handling process
Please select one item
Ticked Yes 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.

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
google search

22. How satisfactorily was the complaint addressed in terms of the following:

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