Response 832372978

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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
Ticked NSW
Vic
Qld
WA
SA
Tas
ACT
NT
City/Town
Sydney

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 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
Ticked No
Don’t know

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

Retain assessment & monitoring processes
I think it is time for a major change.

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

Change assessment & monitoring
I would like to see providers report more on a regular basis on outcomes. I would like to see an improved monitoring system with consumer representatives. I would like to see a more professional peer approach and partnership rather than a punitive audit, we are all professionals and want the best outcome for care recipients, so why do we want to blame and shame: we should be helping each other to improve and get the best results.

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
I think the approach taken in other countries and hopefully being adopted here now with the Complaint Commissioner is that consumers must first raise an issue with the provider and give them the opportunity to resolve the issue. If then it is not resolved then by all means escalate. Anonymous complaints should never be accepted.

Additional comments

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

Additional comments
I am really very tired of the poor image that is portrayed about aged care residential facilities. I know that one bad provider spoils it for the lot but the vast majority of providers operate exceptionally good homes. Staff are dedicated and passionate about what they do and have to be very good clinicians to deal with the complexities of the ageing process and comorbidities we deal with daily. I listened on talk back radio to the deficient that some of our public hospitals face: not even a commode, I personally had an experience in emergency room when I was told there was no blankets and no pillows: I have heard of the pub with no beer but a hospital with no pillows and blankets :really ? I have purchased just in the last year in the facility I manage. A turning bed: $12,500 Lifters and electric shower chairs: $30,000 Electric recliner chairs $15,000 and much much more. It is time that everyone got off the band wagon and realised that aged care is a specialised area and that true professionals choose to work there because it is very gratifying to care for the elderly in their last days. I love what Billy Graham says "Thousands of planes fly around the sky and no-one takes any notice until one falls out of the sky: in aged care 24 hours a day/7 days a week/52 weeks in the year we do it and we get it right. Time for everyone to recognise that and develop a quality framework and monitoring system that recognises the complexities of aged care and even more so the need to fund it appropriately.