Response 909420183

Back to Response listing

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
Care Opinion Australia

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
Aged care service provider
Aged care worker/professional
Aged care advocate
Peak body - consumer
Peak body - provider
Peak body - professional
Ticked Other - please specify below
Text box to add other roles
Online public feedback platform

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

Please select all that apply
Ticked NSW
Ticked VIC
Ticked QLD
Ticked WA
Ticked SA
Ticked TAS
Ticked ACT
Ticked 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
Ticked Regional
Ticked Rural/Remote

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
Ticked Yes, always
Yes, mostly
Yes, sometimes
No
Don't know

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

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

12. Are the draft standards measurable?

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

13. Are there any gaps in the draft standards? If so, what are they?

Please select one item
Yes
Ticked No

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

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

Specific suggestions about each draft standard

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
We really like the way this is written, as it moves away from just a complaint-focused feedback system to one that is more improvement-focused. However, the last couple of paragraphs seem more focused on complaints. We would suggest that the points made still apply to consumers who want to provide feedback, and not just make a complaint. Often people feel that it is difficult to give feedback despite whether it is positive or negative. Feedback implies low-intensity whereas a commplaint is often quite intensive. One other point - transparency is mentioned once in the standard. We believe that more should be made of this. For example we would suggest that the last sentence be changed to 'an organisation's feedback and complaints resolution system must be accessible, confidential, transparent, prompt and fair; and must support all consumers to give feedback or make a complaint' We hope this feedback is helpful