The Aged Care Complaints Scheme (the Scheme) delivers an accountable, transparent and customer-focused complaints service for all Australians. The Scheme encourages aged care providers to adopt better practice complaint handling practices so that complaints can be resolved within the service where possible. In this post, SummitCare CEO Cynthia Payne explains how the Sydney-based provider of
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Now you can. Using the improved online complaints form, you can now submit an online complaint openly, confidentially or anonymously. Furthermore, provided you have given us a contact number, we will respond to you within 24 to 48 hours of receiving your form. The online complaints form is for anyone to raise a concern with the Aged Care Complaints Scheme (the Scheme)
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The Aged Care Complaints Scheme (the Scheme) will be closed on Friday, March 29 (Good Friday) and will re-open on Tuesday, 2 April 2013. You can still lodge an online complaint over this period; however we cannot respond until the Scheme re-opens. For urgent matters, please call the Scheme on 1800 550 552. We will continue
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The Australian Government released two strategies in late 2012: the National Lesbian, Gay, Bisexual, Transgender and Intersex (LGBTI) Ageing and Aged Care Strategy, and the National Ageing and Aged Care Strategy for People from Culturally and Linguistically Diverse (CALD) Backgrounds (the Strategy). Both strategies will guide the Aged Care Complaints Scheme (the Scheme) in communicating
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Australian studies have found that some older lesbians are discriminated against in aged care settings and can find it difficult to access sensitive and appropriate aged care information and services. The Aged Care Complaints Scheme (the Scheme) handles complaints covered by the Aged Care Act (1997), including discrimination experienced by lesbian, gay, bisexual, trans* and
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The Office of Aged Care Quality and Compliance has issued an Industry feedback alert on basic home fire safety for Australian Government subsidised providers of home care services. The alert has been issued to make home care services in all jurisdictions aware of findings made by the Victorian Coroner and Deputy State Coroner. The findings
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The Aged Care Complaints Scheme (the Scheme) has issued an Industry feedback alert on security of tenure for Australian Government subsidised providers of aged care services. Between March and October 2012, the Scheme responded to 127 complaints regarding the responsibilities of aged care providers in relation to security of tenure and ageing in place provisions
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The Department of Health and Ageing (DoHA) launched the National Lesbian, Gay, Bisexual, Transgender and Intersex (LGBTI) Ageing and Aged Care Strategy (the Strategy) on 20 December 2012. The Strategy will guide the Australian Government’s support for the aged care sector to deliver care that is sensitive to and inclusive of the needs of LGBTI
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Whether you are concerned about your own or someone else’s care and services, you may reach a faster and sustainable resolution by working with the service provider. This two part post explains the different ways you can work though concerns with a service provider and how the Aged Care Complaints Scheme (the Scheme) can help.
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In the first part of this post we discussed the benefits of sharing concerns directly with your service provider. However, sometimes trying to resolve your complaint this way doesn’t work out. When this happens, we can help.
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