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Aged Care Complaints

Strengthening the Aged Care Complaints Scheme

In response to the Walton Review in 2010, the Aged Care Complaints Scheme (‘the Scheme’) is reforming its complaints-handling approach. This program of work aims to improve the operation of the scheme, which will deliver significant benefits for consumers and providers and contribute to the continuous improvement of aged care services in Australia.

PDF printable version of the Strengthening the Aged Care Complaints Scheme Factsheet (PDF 840 KB)

Our goal is to build a responsive and customer focused aged care complaints system. Underpinning that system is a national approach that affords natural justice to all parties; focuses on clear and timely communication; and seeks to educate consumers and providers about their rights and responsibilities, the scheme and options to resolve concerns.

Reforms will be delivered through to 2013–14, with many improvements to be rolled out from 1 July 2011. There will be significant opportunities for the aged care sector to work with us in designing and implementing key reforms around communication, complaints resolution, procedures, risk assessment, training and education.

Proposed reforms that will deliver significant benefits for aged care providers and consumers include:

Encouraging local resolution, where possible

Some concerns can be resolved quickly and effectively where the care recipient or their carer can discuss their concern directly with the aged care provider. We will be working with the sector to better support, inform and educate aged care providers and complainants to resolve certain concerns locally, without the involvement of the scheme.

A risk-based approach for addressing complaints

We are currently piloting a risk assessment tool that will help our staff assess and escalate a complaint by putting the care recipient at the centre of initial decision-making. Risk assessment will take into account factors such as safety, dignity and choice of the care recipient; the quality of care and services being delivered; and responsiveness to the complaint. This approach aims to improve how we consider and appropriately escalate concerns.

Expanded range of complaint resolution options

Not all complaints can or should be resolved through a formal investigation to achieve the best outcome. Proposed reforms mean there will be increased options for resolving concerns, such as assisted resolution, local resolution, conciliation, mediation and investigation. Community and stakeholder feedback will help shape the design and implementation of these proposed additional ‘pathways’ for resolving complaints.
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Procedural fairness and improved communication

Significant work is being done, for example through improved procedures and staff training, to ensure the principles of natural justice are applied during investigations. We are strengthening our processes to ensure all relevant parties to a complaint have the opportunity to have their say, and that decisions are based on evidence. We are also committed to improving our communication with complainants and providers throughout the process, and we continue to refine the statement of reasons we provide at the finalisation of a complaint.

Skilled and effective Scheme Staff

Through a rigorous and ongoing national training program, increased access to clinical advice, regular case review meetings, recruitment and a range of support tools, our staff will have the skills and support they need to resolve complaints more effectively.

Improved transparency and accountability

We aim to strengthen the information we provide to the aged care sector by improving the data we report; identifying risks and trends, and communicating these to contribute to continuous improvement in the delivery of aged care services; and publishing our performance measures and procedures. We are also improving our approach to measuring customer and stakeholder satisfaction, to ensure we understand what we are doing well and where we need to improve.

Consultation

We have a robust, multi-faceted approach to informing and consulting with the aged care sector on the implementation of key reforms. If you would like to know more or be involved, please get in touch with us at agedcomplaintscomms@health.gov.au

More information

For more information about the Scheme and the reforms please visit the Aged Care Complaints Scheme website.

How can I contact the Scheme?

Phone:

1800 550 552
Between the hours of 8.30am – 5.00pm Monday to Friday, 10.00am – 5.00pm AEST weekends and public holidays. After hours calls will be returned as quickly as possible.

Postal:

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

All information in this publication is correct as of March 2011
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