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Aged Care Assessment Teams

ACAT Chat - February 2012

Volume 34 of ACAT Chat - Information for ACATs

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Welcome to Volume 34 of ACAT Chat

In this edition, there is plenty of valuable information to help you in your role as an ACAT assessor or delegate.  For example, the increased security arrangements to access the eACCR, entering correct names on the client management system, an update on ACAT training and some frequently asked questions. 

This edition also discusses the responsibilities of the states and territories in relation to younger people with a disability. It also provides information about the initiatives of the Australian Government’s National Continence Program.

Included is an article outlining the research by our ACAT Northern Territory Clinical Leader on Indigenous uptake of the Transition Care Program in the Northern Territory.

The Australian Institute of Health and Welfare is promoting the availability of the National best practice guidelines for collecting Indigenous status on its website and in hard copy. The guidelines identify best practices in collecting and recording the  Indigenous status item.

We hope you enjoy this edition of the ACAT Chat.

Inside this issue:
Arrangements to access ACCR from DHS-Medicare's Aged Care Online Claiming Website
Entering the correct name on the client management system
Training Update
Continuing Professional Education Credit for National Training Resources
Frequently Asked Questions
Indigenous Uptake on the Transition Care Program
Assessment of Younger People with a Disability
Continence Care - Support for Professionals
National best practice guidelines for collecting Indigenous status
Aged Care Complaints Scheme - Translated Materials
Residential Care Manual and Community Packaged Care Guidelines Websites
Changes to Aged Care Information Sheets
Useful Contacts

Arrangements to access Aged Care Client Records from DHS-Medicare's Aged Care Online Claiming Website

In conjunction with the recent changes to the Aged Care Online Claiming (ACOC) website, the Department of Health and Ageing requested that additional privacy and security controls be introduced. 

Increased security was implemented for the Aged Care Client Record (ACCR) as the personal information in the ACCR is classified as ‘Protected Information’ under the Aged Care Act 1997.  The increased security will better manage the risk of inappropriate (browsing) access to client’s protected information. Top of page

To access clients’ ACCR data when using ACOC, you will be required to provide:

• the client's surname
• given name
• date of birth
• sex

Medicare Card Number and Individual Reference Number (to the left of the client’s name on their Medicare card) and

• a reason for accessing the client’s aged care approval information.

The system will only display a client’s information if all the above information is supplied and can be verified.

If a client is unable to provide a Medicare Card Number e.g. the client has forgotten their card or they do not have a Medicare Card (has a DVA Gold card), and they also do not have a copy of the ACCR, provisions have been put in place to assist the Service Provider in retrieving the ACCR from Department of Human Services - Medicare. These provisions are outlined in the Quick Reference Guides which have been updated and published on the internet. (See following pages)

There will be no change to the way you access approval information if the client is already in your care.

The changes have been introduced to the existing client and eACCR search functions.  The new requirements were implemented on 10 December 2011 and will only affect providers using webforms at this stage.

Providers who use B2B will not be affected by these changes until 28 January 2012.  The Department of Human Services - Medicare provided Software Vendors with detailed information about these changes in October 2011.  Further, the Department of Human Services - Medicare has provided written advice to affected Service Providers on 20 December 2012. Please speak to your Software Vendor for more information.

It is recommended that Service Providers establish their business process to ensure the Medicare Card Number and Individual Reference Number information are collected and that this new procedure is documented.  To help clarify the current situation some recommended actions have been outlined below for different scenarios.

Aged Care Assessment Teams (ACATs)
Scenario	Recommended Action
If a client has never been assessed i.e. has no current ACCR approval.	ACAT implement their usual referral process, including gaining initial consent for assessment, confirming client contact details with the client/family - include the client’s Medicare Card Number and Individual Reference Number - and gathering appropriate background information. Record the Medicare Card Number and Individual Reference Number on ACE or equivalent Client Management System in the available software field option.
If a client is seeking a reassessment from the same ACAT.	That will have access to the client details on their Client Management System (i.e. ACE or an equivalent system) and would not require access to ACOC for this information.
If a client is seeking a reassessment from a new ACAT.	The new ACAT will need to implement their usual referral process, including gaining initial consent for assessment, confirming client contact details with the client/family - include the client’s Medicare Card Number and Individual Reference Number - and gathering appropriate background information. Record the Medicare Card Number on ACE or equivalent Client        Management System in the available software field option.

Aged Care Service Providers
Scenario	Recommended Action
Service Provider interviews a potential new client.	Service Provider reviews client’s ACCR paper copy if available.  Note that this may not be the most current version so the client’s current  approval status should be confirmed by viewing it on Aged Care Online Claiming website. In order to facilitate access to the ACOC website, it is essential that the      Medicare Card Number and Individual Reference Number are recorded for all potential new clients. In order to access an eACCR (for potential new clients), a Service    Provider will need to have the following details in addition to current client information requirements: Medicare Card Number; Individual Reference Number; and Consent. In the event that the client is not a Medicare Card holder, the Service Provider should contact the Medicare Help Desk on 1800 195 206.
Service Provider reviews their current waiting list and cannot access the relevant ACCR because they do not have the client’s Medicare Card Number.	Service Provider contacts potential client/family to seek client’s Medicare Card Number and Individual Reference Number stating reasons. or Service Provider contacts the Aged Care Online Claiming website Help desk on 1800 195 206 to seek client’s current ACAT approval to access aged care services.  They will need to respond to a set of questions to validate their reason for enquiry. Service Providers will need to provide their: User/caller name Service ID and name Registration Authority or A number Physical address Unique details about their service (e.g.) postal address, fax number etc. Once the caller’s identity has been verified, Department of Human   Services - Medicare will provide the following client details only: Types of care approved Level of care approved Approval date Once the client is entered into their care, Service Providers will have full access to the ACCR via ACOC without being asked for a Medicare Card Number.

Aged Care Service Providers
Scenario	Recommended Action
A Service Provider who relies on an electronic waiting list to review potential clients.	Following an ACAT assessment, ACATs will advise clients of their care options and recommend the client contact appropriate Service Providers in the local region. Clients will need to contact the relevant Service Providers and provide their contact details - including their Medicare Card Number and Individual Reference Number. Service Providers will be able to access the client’s ACCR from the Aged Care Online Claiming website with the client’s Medicare Card Number, Individual Reference Number and the client’s consent, in addition to the current client information requirements. Where the ACAT provides client details to Service Providers with the client’s consent, the information provided should include the Medicare Card Number and Individual Reference Number. Service Providers should obtain the client’s consent to use the Medicare Card Number to access their records.  This consent should be retained for future reference.

Commonwealth Respite and Carelink Centres (CRCCs)

CRCCs need to confirm a client has a current ACAT approval for residential care (including residential respite care), community care and flexible care options.

CRCC staff will be able to access ACCRs on the Aged Care Online Claiming website in the near future. They will need to establish a business process to include the collection of a client’s Medicare Card Number and Individual Reference Number plus gain the client’s consent to access ACCRs if required. Always remind Service Providers it is their responsibility to ensure new clients have a current ACAT approval for residential respite care.

Stay informed with the Department of Human Services – Medicare Aged Care eNews and eNews alerts

eNews is a monthly eNewsletter to keep you up-to-date with:

• industry news
• developments in online claiming
• information about aged care

eNews alerts provide you with instant alerts and notifications about the Aged Care Online Claiming website and the Department of Human Services - Medicare Australia’s system performance.  Go to the address below to register for eNews and/or eNews alerts.Top of page

http://www.medicareaustralia.gov.au/provider/aged-care/index.jsp#N101F8

Electronic Aged Care Client Record and Medicare Card Number questions and answers

http://www.medicareaustralia.gov.au/provider/aged-care/electronic-aged-care-client-record.jsp

Useful links and information

http://www.medicareaustralia.gov.au/provider/aged-care/useful-links.jsp

Where do I go for further information?
For more information call the Aged Care Online Claiming helpdesk on 1800 195 206* and press option 1.

This information can be accessed from the ACAT website at:

http://www.health.gov.au/internet/main/publishing.nsf/Content/ageing-acat-acoc-website-increased-security.htm

Entering the correct name on the client management system

William Shakespeare gave the world a wonderful sentiment;

What's in a name? that which we call a rose
By any other name would smell as sweet;

Juliet was talking about Romeo, telling us that he would be just as wonderful no matter what name he used.

Sadly, modern computer systems (like the Medicare system for aged care payments) do not share Juliet’s romantic vision.

For computers, a Rose by any other name is a different person.  Which means that ACAT assessors must enter the client’s name into the computer system exactly as it appears on the person’s pensioner, Medicare or DVA concession card.

Medicare has recently advised the Commonwealth that there have been some difficulties when this rule has not been followed.  One example was a First Name (ACCR Question 3) entered as “Edward known as Ted”  The system recognises this as “Edward K”, treating “K” as the initial of his second name.  At this point, the record does not match any existing records for the client, and there needs to be some kind of manual intervention to resolve the difficulties created by this incorrect entry. Top of page

The ACCR User Guide and the ACAP Data Dictionary both provide guidance on how to   enter data in ACAT computer systems.  These documents can be accessed from the ACAT specific webpage at www.health.gov.au/acats.

When the rules are followed, Edward, Rose, Romeo and Juliet will all be able to access the care for which they are eligible with minimal fuss and confusion.

Training Update

The National Aged Care Assessment Conference 2012

Planning for the National Aged Care Assessment Conference 2012 is well underway.  The Hon Mark Butler, Minister for Mental Health and Ageing has agreed the National Aged Care Assessment Conference 2012 will be held on Monday 6 and Tuesday 7 August 2012 at the Adelaide Convention Centre.  He will provide the opening address.

The Department has recently approached the market to engage a Professional Conference Organiser to assist with the planning and coordination of the Conference.

Further updates will be provided as the information becomes available.

The Aged Care Assessment Program National Training Strategy

The Aged Care Assessment Program National Training Strategy was revised in January 2012.  Changes to the National Aged Care Assessment Team Minimum Training Standards have been endorsed by the Aged and Community Care Officials and include:

• ACAT non-clinical staff have to complete the National Orientation Training within three months of employment; and
• ACAT assessors will complete the National Orientation Training within one month of employment, noting that this may be extended to within three months of employment in exceptional circumstances if documented.

The revised National Training Strategy is available on the ACAT specific webpage on the Department’s website at www.health.gov.au/acats

Updating the National Training Resources

Work is currently underway to update the National Orientation Training Resources.  Once approved, these revised training resources will be available on the ACAT Training website at www.acat.moodle.com.au

Continuing Professional Education Credit for National Training Resources

Recognition of completion for continuing professional education (CPE) credit has now been obtained for all of the National ACAT Training Resources from four peak professional organisations representing core delegate disciplines:

Physiotherapy – Australian Physiotherapy Association
Occupational Therapy – Occupational Therapy Australia
Social Worker – Australian Association of Social Workers
Nurse - Royal College of Nursing, Australia

Credit can be claimed for completing a training course after the approval dates of the courses as listed in the table below. The number of hours that can be claimed is also listed in the table. Note that the Australian Association of Social Workers is offering double hour credit.

Course	Professional Organisation	Approval Date	CPE Hours
Generic	APA	11/05/11	7
Assessor	APA	11/05/11	7
Manager	APA	11/05/11	5
Delegate	APA	11/05/11	9
Generic	AASW	14/02/11	2 x 7
Assessor	AASW	14/02/11	2 x 7
Manager	AASW	14/02/11	2 x 5
Delegate	AASW	14/02/11	2 x 9
Generic	OTA	10/02/11	6
Assessor	OTA	10/02/11	6
Manager	OTA	10/02/11	5
Delegate	OTA	10/02/11	6
Generic	RCNA	03/03/11	7
Assessor	RCNA	03/03/11	7
Manager	RCNA	03/03/11	5
Delegate	RCNA	24/05/11	9

Course	Professional Organisation	Approval Date	CPE Hours
Generic Refresher	APA	12/01/12	3
Assessor Refresher	APA	12/01/12	3
Manager Refresher	APA	12/01/12	2
Delegate Refresher	APA	12/01/12	4
Generic Refresher	AASW	01/08/11	2 x 3
Assessor Refresher	AASW	01/08/11	2 x 3
Manager Refresher	AASW	01/08/11	2 x 2
Delegate Refresher	AASW	01/08/11	2 x 4
Generic Refresher	OTA	01/08/11	3
Assessor Refresher	OTA	01/08/11	3
Manager Refresher	OTA	01/08/11	2
Delegate Refresher	OTA	01/08/11	4
Generic Refresher	RCNA	07/10/11	3
Assessor Refresher	RCNA	07/10/11	3
Manager Refresher	RCNA	07/10/11	2
Delegate Refresher	RCNA	07/10/11	4

Separate Certificates of Completion for the Refresher courses will be made available on ACAT Moodle for each of these peak professional organisations. Each certificate will contain information as specified by the peak body, including the continuing professional education hours achieved.

Note that the credit hours that can be claimed and the approval dates when they can be claimed have been updated from those provided in the Volume 33, Spring 2011 issue of ACAT CHAT.

Frequently Asked Questions

What is the significance of the Application Form in the ACCR?

Section 22-3 of the Aged Care Act 1997 (the Act) provides that a person “may apply in writing to the Secretary for the person to be approved as a recipient of one or more types of aged care … in a form approved by the Secretary.”  The Application Form in the ACCR is the approved form.

The collection of personal and/or sensitive information is underpinned by Commonwealth Government legislation through the Act and the Information Privacy Principles in the Privacy Act 1988.  The collection of personal information should never occur without first obtaining client consent.

The ACCR provides ACATs with clear instruction on how to advise people about the purposes for which the information is being collected and the use and disclosure of the   information to be collected by the ACAT member, including the purpose of “…Assessing the needs of the person for aged care, or other community, health or social services.” Top of page

The person’s signature is evidence that the person has consented for approval to receive Commonwealth Government funded aged care services in accordance with the aged care assessment process set out in the Act and associated Principles.

ACATs will have their own alternative methods of gaining a person’s consent for the assessment (both initial documented verbal consent, then written consent as best practice).

ACATs must also obtain alternative written consent for disclosure of information to or request information from service providers, other health services or other people.

Are ACTATs required to reassess residents who are 'ageing in place?

Reassessment is not required when the classification is renewed

As from 1 July 2004, the requirement was removed for ACATs to reassess a resident    moving from low to high level care within the same residential aged care facility (ageing in place) when a classification is renewed. 

What about initial appraisals?

In situations where new residents enter a residential aged care facility with low level care ACAT approval and the initial ACFI appraisal categorises the resident as high level care, then a new ACAT assessment to determine care needs is required before the facility can be paid at the high care subsidy rate.  If the ACAT confirms the person requires a high level of care, the high rate of payment will commence from the date the ACAT varies the approval from low care to high care.

Some CACP providers are not accepting people unless they also have residential respite approved

Older people can be approved for both CACP and residential respite services, and in many cases this would be an appropriate part of the person’s care plan.  While this may also be the preference of some CACP providers, it is not a prerequisite to providing community aged care.

The refusal by providers to provide community care on this basis is inconsistent with the rights of care recipient’s under section 23.25 of the User Rights Principles 1997, and should be referred to the Department.

Is consent implied if a client allows entry to their home?

No. Entry to a person’s home does not provide implicit or explicit consent to assessment. To be considered valid, consent must be given voluntarily by a person having the capacity to give informed consent.  To do this requires that the individual knows and understands how the information collected will be used and disclosed.

Verbal consent should be obtained and documented at the time of the referral to the ACAT (if written consent cannot be provided) and this must, be supported with written consent  obtained at the first face-to-face meeting with the person.  

Can the date of effect be backdated?

No.  The only situation where the date of effect would be different to the date the ACAT signs and dates the ACCR is when an emergency approval has been given. In all other circumstances the day on which the Delegate makes a decision to approve the person as a care recipient (i.e. signs and dates Part 6 on the ACCR) is the date of effect. 

Is there a set 5 day time-frame to assess and approve emergency referrals made by providers?

No.  Section 22-5 of the Act provides that an application for emergency care must be completed and lodged with the Department within 5 business days. Where an extension to this period is required, the care provider must apply to the Department as well as ensuring that the appropriate assessment process is followed. 

While there is no time limit on the ACAT assessing the person, they should try to assess the person in emergency care as soon as possible, in case the ACAT finds that the client is not eligible and the provider misses out on receiving a subsidy.  The ACAT must be satisfied that the person urgently needed care when the care started and it was not practicable to apply for approval beforehand.  This would be a rare situation.

Can a member of an acute care hospital team who is not a member of an ACAT, such as an acute care nurse, act as a Delegate?

No. Only an ACAT member to whom the Secretary to the Department of Health and Ageing has specifically delegated the power to approve people for aged care services can act as a Delegate.

Can Service Providers who provide low care only restrict acceptance to persons who ACATs have approved for low care i.e. the Service Provider will not accept people who have a high care approval – even though high care approval also covers low care?

While a high care approval does not preclude a person from receiving low care, ACATs should approve people for the type and level of care that they are eligible for and best meets their needs.

If the ACAT determines that the person is eligible for low care that is what they should approve them for; similarly with high care.

It is ultimately the decision of the aged care provider whether or not to accept a person into their facility.  If a low care provider believes they cannot meet the needs of a person who is assessed as requiring high care, they should not accept them.

Does approval for residential respite lapse if a person is in respite care and their ACCR lapses?

No. An approval for residential respite care that lapses during the period that a person is receiving residential respite care is taken to be lapsed when that person ceases to be provided with care for more than one day.

Please Note: As a result of the changes to the Aged Care Act 1997 in December 2008, all approvals made after July 1 2008 for residential respite care (unless time limited) will not lapse.

Are older people who are receiving services under a Hospital in the Home  Program able to be assessed for eligibility to the Transition Care Program?

Yes. Older people receiving services under a Hospital in the Home Program who are hospital in-patients can be assessed for entry to the Transition Care Program. For similar programs under the auspices of the local hospital, care recipients are only eligible for transition care if they are in-patients of the hospital.

Indigenous Uptake in Transition Care Program

This paper was provided by Janice Diamond, NT Clinical Leader ACAT / Manager Aged Care Unit, NT AEO, Member of the National ACAT Training Reference Group.

I recently presented a paper at the National Transition Care Program (TCP) forum in November 2011 titled, “Lessons Learnt in Delivering TCP to our Northern Territory (NT) Indigenous Elders”.

In the course of my research I used data from two NT TCP providers, one in Darwin (urban) and another in Katherine (regional), and found some interesting trends which may be of interest and value to Aged Care Assessment Teams (ACATs). Top of page

Data from our urban TCP provider indicated minimal uptake by Indigenous clients.

Darwin TCP work unit:       Since February 2009 - 114 clients
                                           9 Indigenous clients (8%)

Why was this the case when the uptake in other Aged Care programs, including packaged care and residential care was much higher?

Comparative data from our regional centre revealed a very different picture.

Katherine TCP:                  July 2008-July 2011 - 123 clients
                                          91 Indigenous clients (74%)

Why such a large discrepancy?

Comparative data on diagnoses quickly shed some light on this question.

The Urban TCP’s top 5 diagnoses on entry in TCP were as follows:

1. Fractures
2. Orthopaedic (mainly hip and knee replacements)
3. Cerebro-Vascular Accidents
4. Falls
5. Deconditioned state

The Regional TCP’s top 5 diagnoses on entry in TCP were very different:

1. Respiratory
2. Diabetes
3. Renal
4. Deconditioned state
5. Cerebro-Vascular Accidents

Some specifics were worth further comparison.

Fracture rates

• Urban TCP - Non–Indigenous 44 / 86 clients
• Indigenous 8 / 9 clients
• Regional TCP- Indigenous 8 / 91 clients (with only 3 fractures to necks of femurs)

Elective Orthopaedics (Total Hip Replacement, Total Knee Replacement)

• Urban TCP- Non-Indigenous 10 / 86 clients
• Regional TCP - Indigenous 0 / 91

Chronic Diseases

• Urban TCP- Non-Indigenous 4 / 86 clients
• Regional TCP - Indigenous 54 / 91 clients

Discussion

From our data it is evident that in Darwin, and I would suggest in most urban centres, we are predominantly focusing on orthopaedic, surgical and general medical wards to target clients for TCP.
 
So it is understandable we are not getting, and will never get many Indigenous clients entering TCP, as they are not presenting with falls, fractures, or for elective surgery.

It then follows in areas where there are a high proportion of Indigenous people we need to consider, “Is there a role for TCP in Chronic Disease?”

In Katherine, due to the high Indigenous population, TCP seems to have naturally accommodated this target group.

I recently visited the Royal Darwin Hospital’s Renal ward. There were 20 or so elderly Indigenous inpatients, all de-conditioned and all frequent admissions.

Would TCP generate outcomes which may positively change a person’s management of their chronic disease and reduce the pattern of frequent admissions?

It would mean a lateral shift from the traditional orthopaedic view of TCP. It could involve use of diabetic educators, respiratory rehab programs, management of anxiety, energy conservation strategies, and above all good case management.

We will be meeting with some of our chronic disease stakeholders to see where this may take us.

Assessment of Younger People with a Disability

When assessing people with a disability who are seeking access to aged care services, here are some important points to keep in mind in light of recent reforms to the aged care and disability systems.

Under the National Disability Agreement, the provision of disability services, except for employment support, is the responsibility of state and territory governments.  This includes younger people with disability in, or at risk of entering, residential aged care.  Top of page

For the majority of younger people with disability it is more appropriate for them to be cared for through specialist disability support services than through aged care services.  However, younger people with a disability are eligible for services provided under the Aged Care Act 1997 if they are approved for those services by an Aged Care Assessment Team (ACAT) and only when there are no other more appropriate care facilities or services able to meet the person’s needs.

As part of the National Health Reforms, with the exception of Victoria and Western Australia, the Council of Australian Governments (COAG) agreed that from 1 July 2012, the Australian Government will take full funding, program and operational responsibility for basic maintenance, support and care services for older people previously delivered through the HACC Program. This applies to people aged 65 years and over and Aboriginal and Torres Strait Islander people aged 50 years and over.

These reforms allow continued access to aged care services for younger people with disability where it is deemed most appropriate and will also assist older Australians to access services in the place that best suits them. 

States and territories have funding and program responsibility for basic community care services for younger people and funding responsibility for residential aged care and packaged community aged care delivered through the Commonwealth aged care program to younger people (under 65 years and under 50 years for Aboriginal and Torres Strait Islander people).

From 1 July 2012, the Australian Government will have operational responsibility for the HACC Aged Care Program through direct funding arrangements with existing HACC service providers who deliver services to older people.

Continence Care - Support for Health Professionals

As part of the Australian Government’s National Continence Program (NCP), the Continence Foundation of Australia (CFA) has responsibility for the nationally focussed Bladder Bowel Collaborative (BBC) project.  The BBC promotes bladder and bowel health through a wide range of educational and awareness raising activities and events, whilst at the same time providing support and assistance to those in need.

Workforce support is a primary focus under the BBC.  Some key initiatives include:

National Continence Helpline (1800 33 00 66)
This is a confidential and free service for consumers and health professionals alike which is staffed by continence nurse advisors who provide practical information and advice, including access to a wide range of information resources or the details of the closest continence clinic.  The helpline operates Monday through to Friday from 8am - 8pm AEST.

Accredited Training
The CFA also delivers accredited training courses nation wide to a non specialist continence workforce, including the Certificate II in Continence Promotion and Care (through face to face workshops).  Further information on these opportunities can be found at www.continence.org.au

Continence Support Forum
This online forum is aimed at people living with bladder and bowel issues, either themselves or caring for someone with incontinence.  Often embarrassment or isolation means those living with incontinence do not feel they can discuss their situation with others.  This forum allows people to share their experiences with others and offers practical advice in an anonymous and safe environment. These same stories help other users, as reading them can lessen their own feelings of isolation.  The forum can be found at - www.continence.org.au/forum

More information on these and other key activities run by the CFA can be found at www.continence.org.au Top of page

The Australian Government also produces a number of key resources and publications which health professionals can provide to clients.  In addition, there is a publication called “What Now?? Helping clients live positively with urinary incontinence.”  This is a resource specifically for health professionals who deal with continence-related issues, to help them assist clients.

A full list of all resources and publications, including those for people from culturally and linguistically diverse backgrounds and Aboriginal and Torres Strait Islander people, can be found at www.bladderbowel.gov.au

National Best Practice Guidelines for Collecting Indogenous Status in Health Data

The Australian Institute for Health and Welfare (AIHW) has produced the National best practice guidelines for collecting Indigenous status in health data sets.

Aboriginal and Torres Strait Islander people are under-identified in many health related data collections. Self report in response to the standard Indigenous status question is the most accurate means of ascertaining a client’s Indigenous or non-Indigenous status.

The guidelines specify best practices in collecting and recording the Indigenous status item, and strategies for supporting best practice that can be implemented by data collectors, data managers and data custodians.

Copies of the guidelines can be ordered from AIHW or accessed electronically at
 http://www.aihw.gov.au/publication-detail/?id=6442468342&tab=2

Aged Care Complaints Scheme Translated Materials are now Available

The Aged Care Complaints Scheme (the Scheme) has translated its new brochure and poster into the 17 languages older Australians are most likely to speak: Italian, Greek, Chinese, Polish, German, Croatian, Vietnamese, Russian, Arabic, Dutch, Serbian, Maltese, Macedonian, Spanish, Hungarian, Tagalog, and Turkish.

These resources can help anyone who speaks those languages understand how the Scheme works and how it can assist with concerns about the quality of care being provided by an Australian Government subsidised residential or community aged care service.

We have received strong interest in these materials. If you have already placed an order it will arrive in January.

You can access and order our complete library of resources through our website:
http://agedcarecomplaints.govspace.gov.au 

If you have any questions or would like to give us feedback, please contact us at
agedcomplaintscomms@health.gov.au

Residential Care Manual and Community Packaged Care Guidelines Websites Now Live

The Department of Health and Ageing is pleased to advise that new websites for both the Residential Care Manual and Community Packaged Care Guidelines have been developed and are now live.

To access the Residential Care Manual website, please visit: Top of page
http://www.resicaremanual.health.gov.au

To access the Community Packaged Care Guidelines website, please visit:
http://www.cpcguidelines.health.gov.au

These websites are intended to offer approved providers access to more user friendly on-line versions of the publications, as well as additional resources including relevant news and articles, notification of updates, and links to other relevant forms, documents and websites.

Contact

Should you have any questions or feedback regarding these websites, please email:
Residential Care Manual:
resicaremanual@health.gov.au
Community Packaged Care Guidelines:
cpcguidelines@health.gov.au

Changes to Aged Care Information Sheets

The Department of Health and Ageing has recently printed the updated versions of the Aged Care Information Sheets.

The updates reflect recent changes to fees and charges and the contact for information on aged care.

These sheets are available online at www.health.gov.au or printed copies can be ordered from National Mail and Marketing. The current order limit of 50 per information sheet continues to apply.

Please note that the information from the sheets are now incorporated into the 5 Steps to Entry into Residential Aged Care booklet and will no longer need to be ordered separately.

ACAT Information Sheet Translated Versions

The ACAT Information Sheet  - ‘How ACATs can help you’ - is now available in 18 different languages and can be downloaded from the ACAT specific website. 

http://www.health.gov.au/internet/main/publishing.nsf/Content/ageing-publicats-multi.htm

Alternatively, go to www.health.gov.au  > click on the “For Consumers” tab > scroll down to “Ageing” > and click “Support for people with special needs” from the menu options on the left. Top of page

The languages include:
Arabic
Chinese
Dutch
Hungarian
Maltese 
Serbian
French 
Croatian
German
Italian 
Polish 
Spanish
Vietnamese
Tagalog
Greek
Macedonian
Russian

Your feedback on these translated documents would be greatly appreciated, especially if you find any discrepancies with the actual translations.  Please contact acats@health.gov.au

If you would like to order hard copies, please contact
National Mailing and Marketing.
Telephone: (02) 6269 1080 Fax: (02) 6260 2770     
e-mail: NMM@nationalmailing.com.au

ACAT Chat Contacts

ACAT CHAT provides ACAT members with updates on the program from a national perspective. We would like to encourage our regional members to share information of interest from their local area.

Informative articles and experiences give members a chance to connect with their interstate counterparts.Top of page

Your feedback, contributions and suggestions for articles to ACAT CHAT are most welcome.  Staff of the Department of Health and Ageing respond to all correspondence promptly. 

Please forward any contributions to either of the following contact points:

Email:

acats@health.gov.au
 
Mail:

ACAT CHAT
Aged Care Assessment Program Section
Department of Health and Ageing
MDP 600
GPO Box 9848
CANBERRA  ACT  2601

5 Steps to Entry into Residential Care

From 1 February 2012 the following documents have been removed from the 5 Steps to Entry into Residential Aged Care Pack.

Aged Care Assets Assessment Kit
The Aged Care Assets Assessment kit will need to be ordered separately. 

Appointment of a nominee form
The Appointment of a Nominee form will be sent to all residents with the initial fee advice letter for entries into care where a nominee has not previously been nominated.   

Impact for ACATs
Each publication will need to be ordered separately from National Mailing and Marketing.  There will be a short transition phase where the kits may still be combined as current stock levels decrease, however, each kit should be ordered separately from this date.  The current stock order limit of 200 continues to apply for each.

These publications are also available on the Department’s website at www.health.gov.au

ACATs should ensure that they update their ordering procedures.

Useful Contacts

The Department of Health and Ageing has recently reviewed its operational processes. As part of this  process, many responsibilities related to the Aged Care Assessment Program have been transferred from the state and territory offices (STO) of the Department to Central Office in Canberra. 

A range of different enquiries and communications which would previously have been sent to your STO should now be directed to the nominated contact points. 

Please refer to your Manager or your State or Territory Government representative for further information.

General consumer enquiries on aged care

• Call:    1800 200 422
• Website: www.agedcareaustralia.gov.au

ACAT queries (including queries about eACCR)

• Website:  www.health.gov.au/acats
• Email:   enquiries@health.gov.au

Queries from Approved Providers on Fees & Charges

• Call:     1800 900 554
• Email:   enquiries@health.gov.au Top of page

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