Response 902629527

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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

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
Health worker/professional
Ticked Other
If other, please specify
Academic Research Fellow-Rehabilitation

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 Ticked Yes, mostly 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
Yes, mostly
Ticked Yes, sometimes
No
Don’t know

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

Retain assessment & monitoring processes
Overall the focus of the process on assessing quality and compliance against the 4 standards is good but this process can be compromised by the power the facility has by virtue of the residents being rendered vulnerable and also facility's self assessment is not balanced against a formal assessment by the client My current research of baby boomers experience of supporting someone receiving/who has received aged care services has identified clients wanting more sophisticated care, choice and control over their service.

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

Change assessment & monitoring
Standard 3 needs to be expanded to include an assessment of the client's view of the quality of the service they receive against for example the domains of Interpersonal Quality, Technical Quality, Environment Quality, Administrative Quality (See Dagger, T.S., Sweeney, J.C. and Johnson, L.W. (2007), “A hierarchical model of health service quality: scale development and investigation of an integrated model”, Journal of Service Research, Vol. 10 No. 2, pp. 123-42.) My current research of baby boomers experience of supporting someone receiving/who has received aged care services is indicating that there are significant problems with the socialization/institutionalization process in many facilities that disempowers the client forcing them to accept what is currently on offer and them not daring to make adverse comments nor make their their preferences known. They have overall so far highlighted things such as -there is little true quality of life in many of these facilities from the client perspective -the disrespectful way in which clients are spoken to....."dear..... sweetie etc......" -the inappropriate choice of social activities.........such as sing-a-longs using music from older eras "world war 1 music".........so not recognising generational differences -the poor standard and quality of food which is bland, boring and unattractive.........(baby boomers have much greater quality expectations for their food and coffee etc) Many will want to order online their own food etc from outside -inadequate/no access to WIFI and computers -inadequate opportunity for self determination -allowing residents more appropriate social experiences It is clear that baby boomers will be looking for something quite different to what is generally available now and will want more power and control

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
No reason to make a complaint
Didn't know how to
Ticked Too much effort required
Fear of retribution for making a complaint
No confidence in the handling of a complaint
You are welcome to provide further details on your response
This was the closest listed reason as my involvement has largely been as a researcher not a client

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
Most clients residing in these facilities have little or no other residential alternatives In regards to making a complaint the first problem is that many clients dont even know that there is an Aged Care Complaints Commissioner and how they will be protected if they make a complaint

Additional comments

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

Additional comments
The current assessment process has been designed with little involvement of clients........ Perhaps it is time to fully include clients in the overhaul of the Commonwealth aged care quality regulatory processes .........making them a key driver of the assessment processes......rather than just an object Further I would suggest that the language in these standards needs to change from "care recipient"......which denotes a passive role........to that of "client"...........service client Further why cant the service just be that rather than being qualified by the disempowering word "care"........