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Aged Care Complaints

Advocacy and the Aged Care Complaints Scheme

Presentation of 22 June 2011.

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PDF printable version of the NACAP presentation - Complaints - 22 June 2011 (PDF 150 KB)

Today’s presentation

• Quality and compliance framework
• Aged Care Complaints Scheme
• Reforms: Where are we up to?
• Role of advocacy and NACAP
• Consultation and engagement
• Next steps

Quality and compliance framework

The Department uses a range of approaches to ensure older people receive safe and quality aged care services.

Key elements of the framework are regulation, standards, quality, support and monitoring. Complaints serve as an important ‘safety net’ to further protect individual care recipients.

Under the framework, our goals are to:

• promote quality of care and quality of life for care recipients
• improve and protect the safety and wellbeing of care recipients
• promote open and transparent systems in aged care
• promote continuous improvement in aged care.

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Quality and compliance framework

Standards:
• Residential care standards
• Community care standards
• Indigenous flexible services
Regulation:
• Market entry
• Supply of place
• Funding
• Quality of care
• Protecting resident's funds
Monitoring
• Approved provider's responsibilities:
  • Quality of care
  • Key personnel
  • Financial management
  • Police checks
  • Fire safety
  • Emergency management
• Compulsory reporting
• Accreditation
• Quality reporting
• Prudential compliance
• ACFI
Complaints (saftey net)
Quality
• Skilled workforce
• Promoting quality practice
• Informed consumers
• National Aged Care Advocacy Program
• Community Visitors Scheme

Aged Care Complaints Scheme

We examine concerns relating to individual care recipients who receive Australian Government subsidised residential or community aged care, relating to an approved provider’s responsibilities under the Aged Care Act 1997.

Complaints are ‘pre-compliance’ but we can (and will) refer complaints for compliance action, where required.

We can refer a matter to the Agency, who may then assess the service against the Accreditation Standards. We can refer complaints to other organisations.

We monitor approved providers’ responsibilities in relation to reportable assaults and unexplained absences of a resident, and support notifications of public health issues and emergencies.

Aged Care Complaints Scheme

Accessibility: Complaints can be lodged by phone, in writing or online

Anyone can make a complaint, including advocates, family and friends, aged care staff

A four-year communication strategy is in place to ensure we are supporting and informing consumers; their representatives and families; and the aged care industry

New website: agedcarecomplaints.govspace.gov.au

Market research will benchmark and track consumer and provider awareness, perceptions and behaviours.

Reforms to the Scheme

Strengthened complaints management framework:

• expands the range of resolution techniques
• encourages local resolution, where possible
• care recipient at the centre of decision making
• risk assessment
• focuses on achieving a sustainable and quality outcome
• broadens review rights
• maintains right to complain confidentially or anonymously
• a greater focus on education and support

Strengthened processes: natural justice, evidence-based decision making, clear and ongoing communication, access to advocacy at any time.

Improved information for consumers and industry.

Reforms to the Scheme

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Reforms to the Scheme

Improvements progressively rolling out since July 2010, including:

• comprehensive staff training
• improved internal communication and engagement
• Clinical Unit established
• long-wait cases addressed
• engagement with the aged care sector
• significant work happening in other areas – I’ll cover this today.

The sector should be seeing improvements already, including:

• early identification and communication of the issues being examined
• improved communication throughout the process
• clearer Statement of Reasons
• some concerns addressed during intake.

Advocacy and the Scheme

We inform consumers about the role of advocacy.

We can and do refer people to advocacy at any stage of the process.

Our revised satisfaction survey measures complainants’ awareness and use of advocacy during the complaint process.

New communication materials outline the role of advocacy and the right to access advocacy at any stage:

• advocacy fact sheet for consumers
• revised service charter Our Commitment
• website information and other printed materials
• guidance for our staff

Engagement and consultation

Aged Care Complaints website: agedcarecomplaints.govspace.gov.au

• Updates on reforms
• Materials and topics for consultation feedback
• Frequently asked questions
• Central point for complaints information.

NACAP consulted on advocacy fact sheet, proposed complaints management framework.

New consumer materials tested with consumer groups, advocacy services, technical reference group and Vision Australia.

We will continue to inform and involve stakeholders on reforms activities and development of materials.

Next steps

We are finalising the Complaints Principles, taking into account feedback received through consultation in June.

Aim is for the Principles to take effect from 1 September 2011.

In the lead-up to this, we will be raising stakeholder and aged care sector awareness on the changes and any transitional arrangements.

Our staff will receive comprehensive training and revised procedures, to equip them to examine concerns under the new framework.

Thank you

Any questions?

Lucelle Veneros
Assistant Secretary
Aged Care Complaints Scheme
Department of Health and Ageing

Email: agedcarecomplaintscomms@health.gov.au

Online: agedcarecomplaints.govspace.gov.au
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