Response 484011965

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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
Weston

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 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
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
Ratio of staff to patient is far too low. Peak care periods do not have enough staff to supervise their patients. Night time surveillance is almost nil as privacy concerns have far too much emphasis put on them.

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

Change assessment & monitoring
To age in place is not always a valid way to care for end stage dementia. A palliative care unit should be established in nursing homes as there is not enough staff to oversee end stage patients.

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
2015/2016

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Ticked Management
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
You are welcome to provide further details on your response
As it is difficult to find aged care vacancies, I felt it was always not wise to keep complaining although I must emphasise that the staff were always as helpful as they could be.

21. Where did you go to find information about making a complaint?

Please select all that apply
Ticked Residential aged care service
My Aged Care website
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
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Personnel handling the complaint
Please select one item
Completely satisfactory Ticked 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
A fall from a bed caused very bad injury and from then on the bed was lowered to the floor and a crash mat provided. Pressure sores were finally addressed with a special pressure mattress. It was beneficial to carers/staff if my husband remained in a "day" bed as he was no longer a nuisance to those attending to him.

23. Describe the complaint and how it was handled.

Description of complaint handling
My husband had had a very bad fall overnight which resulted in a broken shoulder. It was some time before an ambulance was called to take him to hospital because of the "busy" early morning activities. Suggested that there should be cameras monitoring rooms at night as there is only a skeleton staff available to oversee many patients but was informed that it was an "infringement" of privacy. At the end of life my husband laboured for five days before he finally passed away and he relied on staff making time to come and turn, care for him in this period. A palliative care area would have ensured that there was someone around at all time.

24. How could your complaint have been better handled?

Suggestions for improvement
Staff are hampered by rules and regulations - lack of finance for many of the changes to be made has a big influence on how things are handled.

Additional comments

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

Additional comments
The staff in nursing homes are mostly very caring people but there is definitely not enough of them to look after difficult aged care dementia patients. Money is always given as the main reason that more cannot be done. It would be very beneficial if time could be given to considering staffing levels, monitoring of patients with cameras - privacy is not the main concern in end of life stage . One registered nurse does not seem to be adequate to administer drugs intravenously to dying patients. That nurse is run off her/his feet and the treatment given is not up to hospital standards.