Response 570928894

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Introduction

2. Are you answering on behalf of an organisation? If so, please provide your organisation's name.

Please select one item
Ticked Yes
No
Organisation
Sydney Multicultural Community Services

3. Do you give consent for your submission to be published in whole or in part?

Please select one item
(Required)
Ticked Yes
No

More detail about you

4. What role best describes you? Please select all that apply.

Please select all that apply
Aged care consumer, including family and/or carer
Ticked Aged care service provider
Aged care worker/professional
Aged care advocate
Peak body - consumer
Peak body - provider
Peak body - professional
Other - please specify below

5. Do you identify with any special needs groups, or, does your organisation provide support or services to any special needs groups? Please select all that apply.

Please select all that apply
People from Aboriginal and/or Torres Strait Islander communities
Ticked People from culturally and linguistically diverse (CALD) backgrounds
People who live in rural or remote areas
Ticked People who are financially or socially disadvantaged
People who are veterans of the Australian Defence Force or an allied defence force including the spouse, widow or widower of a veteran
People who are homeless, or at risk of becoming homeless
People who are care leavers (which includes Forgotten Australians, Former Child Migrants and Stolen Generations)
Parents separated from their children by forced adoption or removal
Ticked People from lesbian, gay, bisexual, trans/transgender and intersex (LGBTI) communities.

6. Where do you live, or, where does your organisation operate? Please select all that apply.

Please select all that apply
Ticked NSW
VIC
QLD
WA
SA
TAS
ACT
NT

7. What is your location, or, the location where your organisation operates. Please select all that apply.

Please select all that apply
Ticked Metropolitan
Regional
Rural/Remote

8. If you are an aged care service provider, please select all the types of care your service delivers.

Please select all that apply
Residential care
Ticked Home care
Commonwealth Home Support Programme services
Transition care
National Aboriginal and Torres Strait Islander Program services
Multi-purpose services
Innovative care services
Short term restorative care services

9. If you are an aged care service provider, which option below best describes the size of your organisation?

Please select one item
Ticked Small
Medium
Large
Very large

General questions about the draft standards

10. Do the consumer outcomes in the draft standards reflect the matters that are most important to consumers?

Please select one item
Yes, always
Ticked Yes, mostly
Yes, sometimes
No
Don't know
Text box for suggestions about improving consumer outcomes
SMCS strongly believes that to achieve the stated consumer outcomes and to ensure that consumers are treated with dignity and respect and are supported to maintain their identity it is fundamental that issues around language and communication barriers experienced by people from Culturally and Linguistically Diverse Communities (CALD) are addressed and resourced. Effective communication is essential to the physical, emotional and the overall wellbeing of our clients. Consumers dignity, respect and the quality of care provision can be significantly compromised when language/communication needs of consumers are not addressed. Encouraging and facilitating the use of consumers preferred language enables participation, reduces social isolation and creates a sense of belonging. Organisations must be provided with resources/access to free interpreting and translating services to ensure they are compliant with the Standards and that they are able to truly partner with consumers to clearly identify consumers needs and preferences to drive the provision of care. Only than CALD consumers will be able to fully participate and not be disadvantaged in achieving the stated consumer outcomes.

11. Are the organisation statements and requirements in the draft standards achievable for providers?

Please select one item
Yes, always
Ticked Yes, mostly
Yes, sometimes
No
Don't know
Suggestions - are organisational statements and requirements achievable
Resources and access to free interpreting and translating services must be made available to organisations when providing care to people form CLAD backgrounds. These resources should especially made available for: Assessments/reassessments and care planning and development. Whenever informed consent is required. Providing and receiving information re: feedback and complaints. Providing information specific to the organisation.

12. Are the draft standards measurable?

Please select one item
Yes, always
Yes, mostly
Ticked Yes, sometimes
No
Don't know
Text box - suggestions are draft standards measurable
It can be difficult to accurately measure some of the consumer outcomes especially around dignity, respect and identity. The stated consumer outcomes look very good on paper but in reality can be difficult to achieve for clients with language and literacy issues. To achieve for example Consumer outcomes in Standard 1, 2 and 6 a consumer must be well informed and have to capacity to make informed choices about their care needs and that without appropriate resources can be difficult to achieve.

14. Is the wording and the intent of the draft standards clear?

Please select one item
Ticked Yes, always
Yes, mostly
Yes, sometimes
No
Don't know

Specific suggestions about each draft standard

16. Do you have any specific suggestions in relation to draft Standard 1: Consumer dignity, autonomy and choice? If so, what are they?

Text box Standard 1 Consumer dignity, autonomy and choice
To achieve this standard, accurate and appropriate communication between workers and consumers will be crucial at all times. Organisations delivering services to people from CALD backgrounds must be appropriately resources to facilitate this communication and support consumers full participation. All vulnerable older people must be treated equally and have to same opportunities for participation. The complexity of delivering services to people from CALD backgrounds must be recognised and appropriately resourced.

17. Do you have any specific suggestions in relation to draft Standard 2: Ongoing assessment and planning with consumers? If so, what are they?

Text box suggestions in relation to draft Standard 2: Ongoing assessment and planning with consumers
To achieve this outcome consumers and/or organisations must have access to free interpreting and translating services - only than consumers from CALD backgrounds will truly be able to act independently, exercise their own choices and preferences and be a partner in their ongoing assessment and care planning.

21. Do you have any specific suggestions in relation to draft Standard 6: Feedback and complaints? If so, what are they?

Text box suggestions in relation to draft Standard 6: Feedback and complaints
Consumers and organisations must have access to free interpreting and translating services to full exercise their right to provide feedback and/or lodge a complaint.

Other Comments

24. Do you have any other comments or suggestions about the draft standards?

Text box - any other comments or suggestions
Our concerned is that without appropriately resourcing consumers and organisations especially around communication and language issues these standards and the consumer outcomes will not be achievable for some members of our community and put organisations delivering services to people from CALD communities in a disadvantaged position.