Response 918963911

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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
Ticked Yes
No
If yes, please list organisation name
Aged Care Alternatives

4. Where do you live or where is your organisation based?

Please select one item
NSW
Vic
Qld
WA
Ticked SA
Tas
ACT
NT
City/Town
Highgate South Australia

Details about your organisation

5. What role best describes your organisation?

Please select one item
Aged care advocate
Ticked Aged care service provider
Peak body – consumer
Peak body – provider
Peak body – professional
Other

6. Does your organisation provide support or services to any 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
Ticked People who live in rural or remote areas
Ticked People who are financially or socially disadvantaged
Ticked Veterans
Ticked People who are homeless, or at risk of becoming homeless
Ticked Care-leavers
Ticked Parents separated from their children by forced adoption or removal
Ticked Lesbian, gay, bisexual, transgender and intersex people

7. In which states/territories does your organisation deliver services?

Please select all that apply
NSW
Vic
Qld
WA
Ticked SA
Tas
ACT
NT

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
Ticked Yes, sometimes
No
Don’t know

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

Retain assessment & monitoring processes
Monitoring Medication and wound dressing Staff volume

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
2016

19. Who did you make the complaint to?

Please select all that apply
Aged care staff
Ticked Management
Commonwealth department
State/territory department
Elected official
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
Ticked Yes 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
Aged Care Complaints Commissioner
Commonwealth Ombudsman
Ticked Other
If other, please specify
ARAS

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
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
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory

23. Describe the complaint and how it was handled.

Description of complaint handling
The main complaint was about the delivery of nutrional value and presentation of meals. Family approached Management and did not feel there was a positive outcome Management became defensive, used language eg ( If you have a better idea) Management had good ideas - tried once, but never continued through with the suggestion and families and clients left un-satisfied.

24. How could your complaint have been better handled?

Suggestions for improvement
Open communication and processes in place, instead of impressive ideas and not fulfilling these obligations to their residents.

Additional comments

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

Additional comments
I know we don't live in a perfect world, but we are assisting the older community whom are feeling vulnerable and feel that they are not being heard. I have countlessly worked in a Residential setting and yes dealing with people with complex needs is extremely difficult, but the screening process must be improved and if an individual has not the respect and empathy for an older person then they should not be in this industry.