Response 733201797

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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
Melbourne

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
Ticked 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
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

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
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
No
Ticked Don’t know

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

Change assessment & monitoring
- Advance care Planning, which should be part of routine care in residential care, remains largely very poorly done - particularly in any meaningful way. The effect of this is that at end of life, families and residents may be faced with very challenging decisions when in a heightened emotional state, or residents wishes may be not taken into account as they had intended. Currently poor or lack of ACP does not appear to be adequately identified or addressed through accreditation process. Additionally many large private for profit 'chains' of residential services appear to make policies that staff then must carry out, which impact resident care and are driven largely by risk aversion or financial drivers, rather than patient centred care. Again this does not appear to be adequately identified or addressed through current processes.

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
in 2010-2012

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

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
Ticked 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 Ticked Mostly satisfactory Unsatisfactory
Clarity of process
Please select one item
Completely satisfactory Mostly satisfactory Ticked 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
I don't wish to provide potentially identifying detail in regard to this complaint. In regard to process: - appeared to be very difficult for the complaint to be taken any further than the Directors of the Residential Aged Care facility: who threatened litigation in the face of a complaint having been made regarding their facility - These particular Director's have links with aged care accreditors and so appeared to a) know how the system works, and b) be very well connected, leading to a high tolerance for ACC Commissioner to take action. - the Directors of this particular facility have a long history of being difficult for external health service providers to work with (many teams/services from a range of different health services have refused to allow staff to attend due to the way they are treated). However due to the way the complaints system works this has not been able to be addressed. As a result the facility itself has very high turnover of staff, who are largely disempowered, and with subsequent impact on patient care including leading to inappropriate transfers to emergency.

24. How could your complaint have been better handled?

Suggestions for improvement
For the process to work effectively, threats of litigation need to be removed from the process. Where a facility is a 'serial offender' particularly with multiple services, a broader based investigation is required that considers such factors. Information from Directors of facilities must be considered only one part of the evidence - and to have no greater weight than the evidence of other parties.