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The new Aged Care Complaints Scheme: What does it mean for you?

This fact sheet outlines the reforms to the Aged Care Complaints Scheme and what this means for aged care consumers, providers and stakeholders.

PDF printable version of The new Aged Care Complaints Scheme: What does it mean for you? (PDF 1138 KB)

The Aged Care Complaints Scheme’s improved complaints management framework started on 1 September 2011. The improved framework is a result of the Australian Government’s decision to implement recommendations from the independent Walton Review to improve the Scheme’s operations, timeliness and transparency.

The Government committed $50.6 million over four years to strengthen the Scheme’s capacity to respond to complaints about Australian Government subsidised aged care services. Reforms are being delivered over four years through to 2013–14, and many improvements have already been rolled out.

The reforms to the Scheme are part of the Australian Government’s broader national health reform agenda, which will deliver better health outcomes for Australians. Go to yourhealth.gov.au for more information.

At a glance

The improved Aged Care Complaints Scheme offers:

• a focus on achieving timely resolution of concerns
• a more flexible approach to resolving concerns
• support for local resolution where possible
• risk assessment of individual complaints
• regular communication throughout the process
• skilled and effective staff
• strengthened procedures
• the ability to initiate our own resolution process
• ongoing opportunities for all parties to provide feedback
• improved information for consumers and providers
• a strengthened service charter
• greater transparency in how we operate.

We are implementing measures that will deliver an accountable, transparent and customer-focused complaints service.

Timely resolution and a flexible approach

Not all complaints can or should be resolved through a formal investigation process. The improved framework offers a high degree of flexibility in deciding how to resolve concerns, allowing us to select relevant, practical and efficient approaches. We aim to resolve concerns as quickly as possible; however, complex or more formal resolution processes may take longer.

Encouraging local resolution

Under the improved framework, we encourage people to resolve their concern directly with the approved provider. Local resolution can achieve a fast and sustainable resolution. Many concerns can be resolved quickly, without needing further action. We will be working with the aged care sector to build providers’ capacity to resolve concerns effectively.

A risk-based approach for managing complaints

We conduct initial and ongoing risk assessments to ensure that we appropriately escalate and manage every complaint. We consider factors such as safety, dignity and choice of the care recipient; the quality of care and services being delivered; and the approved provider’s responsiveness to the complaint.

Procedural fairness through strengthened procedures

We have improved national procedures and processes, supported by comprehensive training and support for staff, to ensure that the principles of fairness, responsiveness, efficiency, sound judgment, accessibility and accountability are applied to every case. All parties to a complaint have the opportunity to provide information and be heard, and we will make decisions based on available information.

Improved communication

We have strengthened our communication approach throughout the complaints process. This includes early written confirmation of the issues being examined; consultation at regular intervals; and regular opportunities to provide more information. We will write to both parties at the end of the process to advise the outcome and any required actions. In addition, people can provide feedback about the process, our service or staff, or ask for a review of a decision, at any stage.

Transparency

We will publish our national complaints guidelines on our website; we will improve the data we publicly report; we have revised our service charter; and we will publish our performance measures. We also measure and report on customer satisfaction to help us evaluate and improve our service.

Skilled staff

We are equipping our staff with the tools to deliver a customer-focused service, through national processes, access to clinical advice, improved communication and comprehensive training. We are also recruiting staff with the skills and expertise to resolve complaints effectively.

Aged Care Complaints Scheme
Phone 1800 550 552*

Write
Aged Care Complaints Scheme
Department of Health and Ageing
GPO Box 9848
In your capital city

Online

agedcarecomplaints
govspace.gov.au

All information in this publication is correct as of August 2011

*1800 calls are free from fixed lines; however calls from mobiles may be charged.