Response 912880144

Back to Response listing

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
Ticked Qld
WA
SA
Tas
ACT
NT
City/Town
Brisbane

More details about you

8. What role best describes you?

Please select one item
Aged care consumer
Ticked Family and/or carer for an aged care consumer
Aged care worker/professional
Aged care advocate
Clinician/geriatrician
Health worker/professional
Other
If other, please specify
Psychologist and legal guardian

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
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
Yes, sometimes
Ticked No
Don’t know

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

Change assessment & monitoring
1 Assessment - too complex timely Certification of level of need for access to care is a farce. We were high care level 4 and the only care we could access level 1. Did not touch our needs ! Two terminally ill persons in one house. 2. Lack of education provided to families at the intersection of hospitals and medical settings. There is no training given to families on dementia and how to care for your person and what to expect and strategies to assist with appropriate care ( eg communication , safety behave self care etc. there's no booklets complete on external agencies to help with aged care issues. People are in crisis they should not be told just go look on the web. They are so time poor caring fir there person that a training package that puts all resources together is ideal and needed. 2. Monitoring what? Just a joke. Everybody knows you complain and the facilities take it out on you . Bullying behave such as being unhelpful blocking you not speaking to you . They have your loved one and they know it! 3. Not enough immediate actions and sanctions are not harsh enough toward facilities. . It has to get to abuse like oaken over yrs before this review happened. Aged care is Australias dirty shame. They know you won't impose harsh penalties. 4. Aged care facilities like Redacted text do not tell you all about your loved one. They are secretive and hide information from you. I had to give up work to go nearly everyday to keep an eye on my dads needs because they would lie about how he fell. 5. Safety procedures are breached by staff at Redacted text. Left cords on floor in front of beds. Boarded up bedroom windows because they don't shut properly. Nails hanging out of hand railings in corridors where they make the resident hold on to. 6. Food monitoring is a farce. They know when the visits are sceduled from external agencies . I rang qld gov regulator they told me they are surprise visits that occur around June July. How is that a surprise site visit. The food always improves at that time then slips. The consultant attending eats a salad. I asked her what she eats. I then informed her high care patients can't swallow or eat salad. So don't even eat food. Night meals are know to be disgusting. Why the external regulator never visits after 5pm to see the what goes on. The facilities prepare a fancy named menu and the food does not mirror that. Yet is reviewed by the external agencu. Aged care historically know as awful and there are loads of complaints made to external bodies yet it still exists . Ineffective external regulation.

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
2014-2016 .

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Management
Ticked Commonwealth department
Ticked State/territory department
Elected official
Ticked Aged Care Complaints Commissioner
State or territory health complaints entity
Police
Ticked Other
If other, please specify
Local member in Kenmore. The uniting church also

20. Did you experience difficulty finding information about:

Who to direct complaints to
Please select one item
Ticked Yes No
The complaints handling process
Please select one item
Ticked Yes No
You are welcome to provide further details on your response
Doesn't change much long term

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 Ticked Mostly satisfactory 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
You are welcome to provide further details on your response
It never gets fully resolved The facilities improve then slip back until another complaint

24. How could your complaint have been better handled?

Suggestions for improvement
Harsher sanctions Better monitoring for longer periods

Additional comments

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

Additional comments
U would like to send and upload photos to show the review team of the living conditions and a copy of complaints

Attachments