Older people who need significant support to stay at home, along with those who live in residential aged care, are particularly vulnerable to developing depression and anxiety. This is driven by factors such as the presence of chronic health conditions, grief, isolation and the adjustments associated with big life changes such as moving into residential
Read more
Improvements made to the Aged Care Complaints Scheme (the Scheme) following the Walton Review have led to timelier resolution of complaints, fewer investigations and high levels of satisfaction with the Scheme. These positive outcomes for the Scheme were reported in the 2011-12 Department of Health and Ageing Annual Report, part of the department’s effort to
Read more
Aged care quality and complaints for Australian Government funded aged care is handled by three independent organisations. The Aged Care Complaints Scheme (the Scheme), the Aged Care Standards and Accreditation Agency Ltd (the Accreditation Agency), and the Aged Care Commissioner (the Commissioner) have different responsibilities in regulating aged care. It may sometimes be unclear exactly
Read more
This 30 minute video about the ‘service provider resolution’ process, formerly known as ‘approved provider resolution’, demonstrates how service providers can manage complaints within their service, with tips to do this effectively.
Read more
This video was made especially for staff working in aged care. It discusses the value of complaints and provides some useful tips on how concerns can be managed within an aged care service. It also provides guidance on how staff can support care recipients and their representatives to raise their concerns. The video outlines key
Read more
From 1 July 2012, the Commonwealth will directly fund basic community care services in all states and territories, except Western Australia and Victoria. This covers people aged 65 and over and Aboriginal and Torres Strait Islander people aged 50 and over. All HACC service providers should continue to work directly with people who raise concern
Read more
The Scheme is interested in receiving your feedback about how we are delivering our service. Your feedback is a critical part of our ongoing improvements to the Scheme and helps us to assess what we are doing well and what we can do better. There are a number of ways to tell us what you
Read more
As a result of reforms to the Aged Care Complaints Scheme (the Scheme) and the introduction of the new Complaints Principles 2011, we may issue approved providers Directions. A Direction requires the approved provider to show us how they have fixed an issue to meet their responsibilities under the Aged Care Act 1997 (the Act).
Read more
The Scheme will be closed from 5pm EST on Thursday 5 April 2012 to 9am EST on Tuesday 10 April 2012. If your concern requires urgent attention, 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
Read more
The Aged Care Complaints Scheme has just released an Industry feedback alert about the use of bed poles in aged care services. It can be found in the Industry toolkit. The alert is based on the NSW Coroner’s findings into an inquest related to the use of bed poles in residential aged care homes. We
Read more