Aged Care Complaints Scheme review rights

 For consumers, For providers  2 Responses »
Feb 152012
 

If you have lodged a complaint with the Scheme and are not happy with the final decision, you may request that we review our decision. Approved providers involved in a complaint can also request a review. Reviews are important, and help us to address any concerns you may have about our work.

Ongoing feedback also helps us to improve how the Scheme works. If you are not satisfied at any stage of a complaint, please raise this directly with us so we can improve our processes to achieve good outcomes. Continue reading »

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Aged Care Complaints Scheme wins Australia Day awards

 For consumers  No Responses »
Jan 272012
 

Since 2010, we have been implementing work guided by a four-year reform program to strengthen complaints handling and build a responsive and customer focused aged care complaints system. An important part of the reforms started from 1 September 2011, when the new complaints management framework took effect.

Today, we were awarded two Department of Health and Ageing Australia Day awards for our work in implementing these important reforms.

Australia Day awards are given to individuals or teams who make a significant and positive difference to Australians; for more information, please go to the National Australia Day Council website. Continue reading »

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Aged Care Complaints Scheme Guidelines now available

 For consumers, For providers  No Responses »
Jan 192012
 

Our new internal Guidelines are now available for you to view in the Scheme’s Industry toolkit. These Guidelines have been developed to assist our staff with implementing the recent changes to the Scheme to support the new Complaints Principles. Continue reading »

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Aged Care Complaints Scheme translated materials are now available

 For consumers, For providers  4 Responses »
Jan 092012
 

We have translated our brochure and poster into the 17 languages other than English that older Australians are most likely to speak: Italian, Greek, Chinese, Polish, German, Croatian, Vietnamese, Russian, Arabic, Dutch, Serbian, Maltese, Macedonian, Spanish, Hungarian, Tagalog, and Turkish.  Continue reading »

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Aged Care Complaints Scheme closed over Christmas and New Years Eve

 For consumers, For providers  2 Responses »
Dec 202011
 

The Scheme will close on Friday, December 23 at 5pm EDST and will re-open on 3 January 2012 at 9am EDST.

If you have an urgent issue or concern, please call the Scheme’s free call number, 1800 550 552 and follow the instructions provided.

We will monitor calls regularly during the shut down period and respond to critical complaints. The Scheme may also come back on-line in the event of a significant emergency.

You can still make a complaint online. However, we cannot respond to online complaints until the Scheme recommences services.

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Aged Care Complaints Scheme poster highlights focus on local resolution of concerns

 For consumers, For providers  1 Response »
Dec 012011
 

We have previously shared with you that new resources have been developed for the Aged Care Complaints Scheme. These resources were developed in consultation with industry and consumer groups.

These groups helped us develop a useful feature of our new ‘Do you have a concern?’ poster. On the poster you will notice a white box on the lower left hand side. This allows approved providers to write the name of a local contact at their service who is the person to talk to if a resident (or their family and friends) has a concern.  Continue reading »

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Report on missing residents released

 For providers  No Responses »
Nov 242011
 

We have recently developed a ‘What can we learn?’ report about residents who go missing from Australian Government funded aged care facilities. It’s now available in the Industry toolkit.

The ‘What can we learn?’ report is based on analysis of missing resident reports made to the Scheme between 1 January 2009 and 30 June 2010. Continue reading »

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New Aged Care Complaints Scheme stakeholder kits have been delivered

 For consumers, For providers  2 Responses »
Oct 262011
 

We’ve recently distributed stakeholder kits about the new Aged Care Complaints Scheme (the Scheme) to approved providers, peak bodies, and residential and community care service providers.

The kit contains each of our new resources that are now available to order.

The new resources were produced to help assist you to implement the new Scheme. Continue reading »

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Compulsory reporting part three: reporting missing residents

 For providers  No Responses »
Oct 202011
 

Welcome to part three of our three part guide to compulsory reporting. In this part, we explain approved provider obligations for reporting unexplained absences of care recipients.

Please read part one for information about compulsory reporting of assaults and part two for information about discretion not to report assaults. Continue reading »

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Compulsory reporting part two: discretion not to report assaults

 For providers  No Responses »
Oct 202011
 

Welcome to part two of our three part guide to compulsory reporting. In this part, we explain the circumstances where approved providers may exercise their discretion not to report assaults.

Please read part one for information about compulsory reporting of assaults and part three for information about compulsory reporting of missing residents. Continue reading »

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