Response 985883601

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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
Health worker/professional
Ticked Other
If other, please specify
Former Family and/or carer for an aged care resident

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
Everything! It is not picking up issues at facilities. It is baffling how some facilities get their accreditation and they have serious issues. Another issue is that residents or representatives are not comfortable complaining or there are so many battles to fight they just give up. That is also why need a vigorous monitoring system to ensure there are no issues. Facilities should not have prior notice when they will be assessed. Plus there should be more unannounced visits and many areas inspected Accreditation Agents should interview more residents or representatives at facilities for their feedback. This should include emailing representatives or speaking to them by phone . Perhaps interview some who have made complaints before or internal complaints for their feedback. There are facilities who are charging residents for items under specified care and services were facilities are actually financially responsible for. Medicare CDM (known as EPC) Allied Health services is overly used at facilities even though residents may not need to use this if under specified care and services they are eligible for some allied health services. Residents may have been misinformed that only have access to allied health services under the CDM but that is not the case. This is an example where the current assessment and monitoring process does not pick up this issue. You usually become aware of this issue through representatives or community members, if they are educated enough about the aged care act or aware of the specified care and services. Wound management is lacking. When facilities are assessed against Standard 2: Health and personal care part of the process should be to have a wound management nurse to examine some residents to see if they do actually receive proper wound care. There is a long list of care issues that are unnoticed by the existing assessment and monitoring system.

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
Don't remember

19. Who did you make the complaint to?

Please select all that apply
Ticked Aged care staff
Ticked Management
Commonwealth department
State/territory department
Elected official
Ticked Aged Care Complaints Commissioner
State or territory health complaints entity
Police
Ticked Other
If other, please specify
Advocacy Service

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
Advocacy Service

22. How satisfactorily was the complaint addressed in terms of the following:

Time taken to resolve
Please select one item
Completely satisfactory Mostly satisfactory Ticked Unsatisfactory
Clarity of process
Please select one item
Completely satisfactory Ticked Mostly satisfactory Unsatisfactory
Personnel handling the complaint
Please select one item
Completely satisfactory Mostly satisfactory Ticked Unsatisfactory
Clarity of communication
Please select one item
Completely satisfactory Mostly satisfactory Ticked Unsatisfactory
You are welcome to provide further details on your response
Communication with facility staff was very poor that is why added Unsatisfactory I added personal handling complaint as unsatisfactory in regards to facility management. In fact it got to the stage where I felt threatened or management/nursing management was very intimidating and so decided it was best then for the advocacy service to assist with the issue. Personal at the Aged Care Complaints Commissioner were okay.

23. Describe the complaint and how it was handled.

Description of complaint handling
The complaint was about the facility not providing a speech therapist for a swallowing assessment for a resident as insisting that it was not their responsibility financially to organise one despite the fact that resident was eligible for it under the specified care and services under high care. The issue was resolved eventually but it took time to resolve and it was very stressful. However I do feel that facility should have been penalised for it and some details made public despite it been resolved to stop them from doing it again or to other residents. It could be possible they are still doing this to others.

Additional comments

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

Additional comments
Complaints or facility issues should be made public