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The new approach to aged care complaints: A Department and industry dialogue: Presentation to the Tri-State Conference

The presentation outlined the progress the Scheme is making in strengthening its complaints management approach, in response to the Walton Review, and the positive changes the sector should be starting to see.

Presentation to the Tri-State Conference on 28 February 2011 by First Assistant Secretary, Iain Scott and Assistant Secretary, Lucelle Veneros

The 20th annual Tri-State Conference was held in Albury from 27 February to 1 March 2011, bringing together aged care professionals from NSW, Victoria and South Australia. First Assistant Secretary for the Office of Aged Care Quality and Compliance, Iain Scott, and Assistant Secretary for the Aged Care Complaints Scheme, Lucelle Veneros, addressed the sector on the topic The new approach to aged care complaints: a Department and industry dialogue.

The presentation outlined the progress the Scheme is making in strengthening its complaints management approach, in response to the Walton Review, and the positive changes the sector should be starting to see. Iain and Lucelle also outlined the Department's commitment to ongoing engagement and consultation with the aged care sector in the development and implementation of key reforms.

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Slide 1
Slide 2
Slide 3
Slide 4
Slide 5
Slide 6
Slide 7
Slide 8
Slide 9
Slide 10

Slide 1 - Strengthening aged care complaints

• Complaints Scheme: Context for change
• The Walton Review
• Productivity Commission
• Our focus
• Listening to the aged care sector

Slide 2 - What the sector has asked for

A strengthened aged care complaints scheme

• Transparency
• Accountability
• Responsiveness
• Communicates effectively
• Focus on quality
• Consistency
• Natural justice
• Evidence-based decisions
• Continuous improvement
• Shares information
• Engages with the sector
• Seeks feedback Top of page

Slide 3 - What you should be starting to see

• Engagement with the sector
• Improved communication with parties to a complaint
• Strengthened, national approach to complaints-handling
• Focus on quality outcomes
• Expanded complaint resolution options: discussion paper out for comment until 22 March 2011Top of page

Slide 4 - Aim of reforms

• A more responsiveand customer focusedcomplaints system
• Underpinning that system: a national approach
• Natural justice
• Clear and timely communication
• Consumers and providers are aware of their rights and responsibilities, the role of the Scheme, and options to resolve concerns Top of page

Slide 5 - You told us…

1. Local resolution where possible (You should already be seeing improvements)

• A best practice approach
• Some complaints can (and should) be handled by providers
• Meaningful and productive conversations
• Sustainable and quality outcomes
• Need to ensure providers, consumers can resolve concerns

2. Expanded resolution options (Discussion paper out now for public comment)

• Assisted resolution
• Conciliation
• Mediation
• Investigation Top of page

Slide 6 - You told us…

3. Transparent and accountable (You should see improvements here)

• Publicly available procedures
• Performance measures
• Improved reporting eg Report on the Operations of the Aged Care Act
• Strategic direction (role, scope, priorities and opportunities)

4. Quality and consistency (You should see improvements here)

• Revised national procedures
• Comprehensive national staff training
• Testing and reviewing procedures
• FeedbackTop of page

Slide 7 - You told us…

5. Clear and timely communication (You should see improvements here)

• Early identification of issues
• Improved Statements of Reason
• Revised letters
• Ongoing contact throughout the process

6. Procedural fairness (You should see improvements here)

• Clarity about the issues being examined
• Principles of natural justice
• Examining the issues
• Evidence-based decisions
• Focus on quality outcomes for care recipients andprovidersTop of page

Slide 8 - You told us…

7. Continuous improvement (ongoing focus)

• We have a job to do, however...
• …complaints are a tool for quality improvement
• Education is important to ensure providers deliver quality care

8. Provide information

• Trends and risk factors eg missing residents (Coming soon)
• Support industry with compulsory reporting obligations
• Consumer education: options, role of the Scheme, advocacy (Consultation with consumer groups starting to occur)Top of page

Slide 9 - You told us…

9. Engage with the sector (Continuous and through a range of mechanisms: meetings, online, research, conversations)

• Consumers
• Approved providers
• Staff
• Industry
• Advocates

10. Seek and learn from feedback (In progress and ongoing)

• Satisfaction surveys
• ‘Compliments and complaints’
• Aged Care Commissioner reviews
• Commonwealth Ombudsman reviews Top of page

Slide 10 - Questions and comments

We are listening and consultation will continue

• Strengthening the Aged Care Complaints Scheme Factsheet
• Department of Health and Ageing website
• Email the Aged Care Complaints Scheme

Thank you

Top of page