The Complaints Principles 2011 (the Principles) for the Aged Care Complaints Scheme (the Scheme) are in place from today, 1 September 2011. These Principles replace the Investigation Principles 2007 and are available to view or download from the ComLaw website.
The improved Principles are a result of the Australian Government’s decision to implement recommendations from the independent Walton Review to improve the Scheme’s operation, timeliness and transparency.
As a result, we are now also implementing our new complaints framework, underpinned by the Principles. This improved framework will provide:
- a greater focus on complaint resolution and protecting the care recipient with several resolution options available
- a more robust risk assessment of individual complaints, to manage a complaint in the most appropriate way
- regular communication and consultation as part of the process.
What can be expected from the new framework?
The new complaints framework will enhance the aged care sector’s involvement in complaints resolution.
Some of the main features of the new framework include:
- a focus on achieving timely resolution of concerns
- a more flexible approach to resolving concerns
- working with the provider where possible in reaching the most positive result
- broadened review rights
- greater transparency and consistency through a national approach to complaints resolution.
We have finalised as many cases as possible before 1 September 2011 to ensure a smooth transition into the new framework.
If we are currently examining a concern, we will make the necessary adjustments to apply the new Principles. However, please note that an investigation may still be the best resolution approach.
Complaints received from 1 September will be examined under the new Principles. This means the Scheme will be able to resolve concerns using one or more approaches including early resolution, approved provider resolution, conciliation, mediation and investigation.
What do these changes mean for approved providers?
For providers and staff this means that we will be:
- encouraging and supporting people to talk to the provider first, where appropriate
- resolving concerns using an appropriate and proportionate approach
- taking a collaborative approach to resolve concerns as quickly as possible
- providing greater communication of complaints data, trends and lessons, case studies, online information and on-the-ground education.
What do these changes mean for consumers?
There are a number of changes for care recipients, their families and friends, and carers under the new framework including:
- there will be greater information and support for people to resolve their concern directly with the provider, where appropriate
- a focus on resolution, along with expanded resolution approaches, means we’ll be more likely to resolve a concern
- initial and ongoing risk assessment, will ensure we effectively manage each complaint, and help us to choose the best resolution approach
- our new information materials will provide more detail about options, to help people make informed decisions
- improved communication will help consumers to understand their options for raising and resolving concerns, including approaching the provider where possible.
In the coming months, we will be talking to approved providers and consumers to share more information about the new framework.
New information materials reflecting the new framework will also be sent to stakeholders soon and available to view, download or order from this website.
Thanks for your comment. It sounds like you are concerned about your mother’s wellbeing, and that you have not had a positive experience in your attempts to address your concerns.
We are not able to discuss individual complaints or concerns via the comments on this website. (We have withheld your ...
... name and email address from your comment to protect your privacy, and the privacy of your mother).
However, the Aged Care Complaints Scheme (the Scheme) can look into this matter for you if you contact us via one of the ways outlined here on our website. You can read more about how we can help you resolve complaints here on our website.
If you have already contacted us, and you are unhappy with our response, you can provide feedback, ask us to review our decision or raise your concerns with the Aged Care Commissioner or the Commonwealth Ombudsman. Information about providing feedback to the Scheme can be found here on our website.
I have been in contact with government in regards my mother and nthing has happened except false reports from organisations that receive funding from government. My mother is neglected and no body is going to take a real action. only they repeat what agencies tell them nott more. It means ...
... dysfunctional government
Hi Hazel
Thank you for your feedback and comments.
We have done a range of things to ensure our staff have the tools and support they require to effectively implement the new complaints framework. In particular, we have conducted extensive training programs and workshops and have provided our staff with operational //expand comment"); //]]>
... href="http://agedcarecomplaints.govspace.gov.au/2012/01/19/aged-care-complaints-scheme-guidelines-now-available/" rel="nofollow">Guidelines.
If you have a concern about the care that an aged care recipient is receiving from an Australian Government subsidised residential or community aged care service, you can raise a concern with us. Anyone can raise a concern with the Scheme, including aged care staff.
We currently don’t have an advisory board for aged care staff. However, you can provide input and feedback in a variety of ways. You can post a comment on several topics on this website. You can also provide feedback on our information materials via a satisfaction survey. If you have lodged a complaint with us, you can help us improve our processes and service by telling us how we did.
You may also raise suggestions with your approved provider or peak industry organisation. We work closely with industry bodies and aged care providers and have consulted them throughout the development and implementation of the reforms.
It’s great that you want to help protect the safety and wellbeing of aged care recipients. Approved aged care providers and aged care staff can help by making sure that all care recipients are aware of what the Scheme does, and how it can help them. We have developed information materials which you can distribute to care recipients and their families and friends to let them know more about raising a concern.
This sounds like a great idea but I am concerned about how the principels will be implemented and how the package is put together. Unless the people collecting the data are truely aware of the issues relating to our ageing community and the facilities and organisation that are caring ...
... for them is correct then these type of policies etc will not be effective.
I work in aged care and work as an agency worker so I get to see a lot of different facilities and talk with a lot of workers. There are lots of issues out there for both the aged clients and the workers providing the care to these people.
Do you have an advisory board? I would be really keen to be part of a service that makes a difference to out ageing community, I believe a little goes a long way.
Please advise if there is any way in which people such as myself who are really keen to see a difference in how our aged are care for !
Regards Hazel
It is good to see the government listening to our aged community. One day we will al be in their position and it would be nice if someone listened to me.