Response 694364585

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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
Ticked Vic
Qld
WA
SA
Tas
ACT
NT
City/Town
Drouin

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

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
People from culturally and linguistically diverse backgrounds
Ticked 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
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
Unannounced visits

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

Change assessment & monitoring
Accreditation process for Victorian Public Sector agencies who have to meet a variety of standards such as the national standards. National standards should be able to reflect RAC quality of care/service.

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
Dont 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
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
Mainly sought advice on how to manage a difficult situation at the facility my mother was in. Matter resolved following action from the advice given.

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
Work in the industry so I new how to access

22. How satisfactorily was the complaint addressed in terms of the following:

Time taken to resolve
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory
Clarity of process
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory
Personnel handling the complaint
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory
Clarity of communication
Please select one item
Ticked Completely satisfactory Mostly satisfactory Unsatisfactory

23. Describe the complaint and how it was handled.

Description of complaint handling
Neglect and bullying of my mother by a night duty registered nurse

24. How could your complaint have been better handled?

Suggestions for improvement
Not applicable

Additional comments

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

Additional comments
I think one of the main issues that residents complain about is the lack of staff. Something needs to be done to enable providers to be able to afford to recruit enough staff to provide quality care. It seems at present that staff are rostered on to complete tasks and not care holistically for the residents. With the increasing acuity of residents in RACF staffing should be increased. I work with in the Victorian public sector and we have nurse patient ratio's which considering that we probably have more staff on each shift than most it is very difficult to provide the holistic care we would love to. ACFI funding and cut backs are hurting the industry.