Response 679999447

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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
Ticked Tas
ACT
NT
City/Town
Hobart

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
Ticked 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 Yes, sometimes Ticked 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
Ticked 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
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
unannounced visits

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

Change assessment & monitoring
3 day accreditation

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

19. Who did you make the complaint to?

Please select all that apply
Aged care staff
Management
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
Yes Ticked No
The complaints handling process
Please select one item
Yes Ticked No
You are welcome to provide further details on your response
Very disappointed with complaints commission they spent time trying to justify why they would not follow up my concern rather than addressing the complaint that put aged people in residential care at significant risk

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 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
You are welcome to provide further details on your response
more interested in process than detail of the complaint

23. Describe the complaint and how it was handled.

Description of complaint handling
Concern re unsafe staffing levels -commission were not interested

24. How could your complaint have been better handled?

Suggestions for improvement
investigation into complaint and no told it was out of they sphere of responsibility

Additional comments

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

Additional comments
Having had experience of 3 aged care providers there is a huge difference between the accreditation process and application of the 44 standards in relation to large private providers who are not held to account and smaller NFP providers being targeted in relation to standards it is inconsistent at best and at worst there appears to be a collusion with large private providers who have generally lower standards