Response 669217836

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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
Ticked Yes
No
If yes, please list organisation name
Golden Glow Corporation NT Pty Ltd

4. Where do you live or where is your organisation based?

Please select one item
NSW
Vic
Qld
WA
SA
Tas
ACT
Ticked NT
City/Town
Darwin

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

6. Does your organisation provide support or services to any special needs groups? Please select all that apply.

Please select all that apply
Ticked People from Aboriginal and/or Torres Strait Islander communities
Ticked 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
Ticked 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

7. In which states/territories does your organisation deliver services?

Please select all that apply
NSW
Vic
Qld
WA
SA
Tas
ACT
Ticked NT

For aged care providers only

10. What types of care does your service deliver?

Please select all that apply
Residential care
Ticked Transition care
Ticked Home care
Commonwealth Home Support Program
National Aboriginal and Torres Strait Islander Program services
Multi-purpose services
Innovative care services
Short-term restorative care services
Ticked Clinical services
Ticked Health services
Ticked Mental health service
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
Yes, sometimes
Ticked No
Don’t know

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

Change assessment & monitoring
Monitoring should not be planned, reviewers should be able to walk into a residential care facility at any time and conduct an audit - similar to WorkSafe - this would prevent organisations making everything look pretty for accreditation and then ignoring it for the rest of the cycle.

Questions about complaints

17. Have you made a complaint about a residential aged care service in the last 10 years?

Please select one item
Yes
Ticked No

Never made a complaint

25. Please identify why a complaint has not been made.

Please select all that apply
Ticked No reason to make a complaint
Didn't know how to
Too much effort required
Fear of retribution for making a complaint
No confidence in the handling of a complaint

26. Do you have any suggestions for how complaints handled by the Aged Care Complaints Commissioner could be better handled?

Note: this question is included for organisations and those individuals who have not made a complaint
On the occasions that I have had to speak to the Aged Care Complaints Commissioner I have found that from the outset there is a presumption that the service provider is in the wrong. While I understand that they are responding to the complaint of a vulnerable person, I find it difficult to deal with this - there are MANY clients who are difficult for a variety of reasons and I feel that until a full investigation is completed the Complaints Commissioner should ensure an impartial few of the issue.