Response 501300598

Back to Response listing

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
Mandurah

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

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 Ticked Yes, mostly Yes, sometimes No Don’t know
Monitoring process
Please select one item
Yes, always Ticked Yes, mostly 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
Ticked Yes, mostly
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
all

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

Change assessment & monitoring
more spot-checks

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
don't remember

19. Who did you make the complaint to?

Please select all that apply
Aged care staff
Management
Commonwealth department
State/territory department
Elected official
Aged Care Complaints Commissioner
Ticked 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
Aged Care Complaints Commissioner
Commonwealth Ombudsman
Ticked Other
If other, please specify
Advocare

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

23. Describe the complaint and how it was handled.

Description of complaint handling
Care standard issues for residents

24. How could your complaint have been better handled?

Suggestions for improvement
I knew the processes involved and was assisting family members as the complaints process was too confusing for them