Response 634666519

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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
Ticked Qld
WA
SA
Tas
ACT
NT
City/Town
Redacted text

Details about your organisation

5. What role best describes your organisation?

Please select one item
Aged care advocate
Ticked Aged care service provider
Peak body – consumer
Peak body – provider
Peak body – professional
Other

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
Ticked 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
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 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
Yes, sometimes
Ticked No
Don’t know

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

Retain assessment & monitoring processes
A lot of service providers pass accreditation but they violate a lot of standards.

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

Change assessment & monitoring
Accreditors should come unannounced more often and they should even come at night to see the residents /worker ratio.

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
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
Ticked Yes No
The complaints handling process
Please select one item
Ticked Yes No

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

Please select all that apply
Residential aged care service
Ticked 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 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

23. Describe the complaint and how it was handled.

Description of complaint handling
I queried about the pressure area care management for one of the residents, the resident later died because of neglect.