There are different steps to take depending on your complaint, but tell the manager of the rest home or hospital first — they may be able to fix the problem. Use this reference number for any future communication with My Aged Care. When families make the difficult decision to place a loved one into residential aged care, they expect the person to be treated with dignity and respect, and that they will receive the expert care and attention they need. The new Aged Care Complaints Commissioner received 2,153 formal complaints about residential, home and community care, 1 January to 30 June 2016, an increase of 11 per cent compared to the corresponding six month period in 2015 (1,938 complaints). If you wish to read our Privacy policy, please open it, OPAN Acknowledges the Traditional Custodians of this land. The Seniors housing guide has general information available on aged care.. The Royal Commission cannot resolve individual disputes or complaints. This number will connect you with the aged care advocacy organisation in your state or territory. If your concern is not resolved on the call, you will be given a complaint reference number to track the progress of your complaint. Ms Lamb highlighted an 11% aged care complaint increase, comparing the time period January – June 2016 to January- June 2015. For more information about the Aged Care Quality and Safety Commission, visit: https://www.agedcarequality.gov.au/about-us. 89.0%. Clinical care issues topped the list at 267 complaints. We've developed a series of resources on consumer rights for home care, as part of a national campaign launched by consumer regulators around Australia. The office had an increase in calls from individuals making enquiries, but not making complaints. Contact your RAS assessor or organisation to discuss your concerns and ask for their help to resolve the issue. Call us on 1800 951 822 (free call) and ask to provide feedback on an aged care service. You don’t need to provide your name or details. of complaints assessed within the 60 day timeframe 2019-20 YTD. Select StateVictoriaQueenslandNew South WalesAustralian Capital TerritoryNorthern TerritoryTasmaniaWestern AustraliaSouth Australia, What is your enquiry? make a complaint to the Aged Care Quality and Safety Commission. It also resolves complaints about these services. Older Persons Advocacy Network appreciates any compliments or feedback that you may have about their services. Your story might be about you, or someone close to you. Residential care complaints mostly stemmed from issues regarding the administration of medication, clinical care issues, and continence care concerns. Here at HelloCare we believe that self-worth is derived from the value that others place on you and your issues, and we are committed to ensuring that elderly Australians and those within the aged care industry have a reliable and trustworthy hub for online news, education and entertainment. For more information about making a complaint visit: https://www.agedcarequality.gov.au/making-complaint. Most aged care providers do their best to provide quality care and services for older Australians. The role of the Aged Care Quality and Safety Commission (the Commission) is to protect and enhance the safety, health, well-being and quality of life of people receiving aged care. The Aged Care Quality and Safety Commission can help you resolve your concern with the service provider and can take regulatory action, where needed. How to make an effective complaint To make sure you stay updated with all OPAN news, sign up to receive emails from us. Flexible care services had issues with inadequate staff qualifications, staff behaviour, and infection control protocols, and these comprised a majority of the types of complaints seen. From 1 January 2020, aged care approval and compliance functions have now transferred to the Commission from the Department of Health. They also seek to resolve complaints about these services. The complaints involved home care, residential care, and community care events and totalled 2,153 in number. Complaints assessed 2019-20 YTD (2018-19: 7,735) Average time to assess much shorter 39 days compared to … NSWVICQLDSAWAACTTASNT. Resolving complaints about Australian Government subsidised aged care services, and, Educating people and aged care providers about the best ways to handle complaints and the issues they raise. Share on Facebook Tweet on Twitter Email a link. On 1 July 2019, the Aged Care Quality and Safety Commission began assessing and monitoring quality of care and services against the Aged Care Quality Standards. The complaints from this sector were the greatest in number totalling 1,746. This new process was announced in May 2015, in order to address increased concerns about the care and well-being of the aged. January 2016 saw a change to Australia’s aged care complaints handling with the introduction of an Aged Care Complaints Commissioner, Rae Lamb. The general feeling is that the public is more receptive to the office with the new independence from the Government. If the situation warrants, she oversees investigations into the complaints and proposes long-term solutions aimed at preventing future issues. Anyone can make a complaint and the service is free. It cannot order a care provider or person to take particular action or pay compensation. If you feel comfortable, you should raise your concern with the staff or managers of your service provider first. Your email address will not be published. Subscribe. The Commission welcomes all feedback and actively seeks to use the feedback received to improve their service. NTG-0389 HEALTH COMPLAINTS COMMISSIONER The commission independently accredits, assesses and monitors aged care services subsidised by the Australian Government. 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