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	<title>Aged Care Complaints Scheme News</title>
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	<link>http://agedcarecomplaints.govspace.gov.au</link>
	<description>Visit this website for the latest news about reforms to the Aged Care Complaints Scheme</description>
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		<title>Providing feedback to the Aged Care Complaints Scheme</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/04/30/providing-feedback-to-the-aged-care-complaints-scheme/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/04/30/providing-feedback-to-the-aged-care-complaints-scheme/#comments</comments>
		<pubDate>Mon, 30 Apr 2012 01:39:04 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[For providers]]></category>
		<category><![CDATA[providing feedback]]></category>
		<category><![CDATA[resources]]></category>
		<category><![CDATA[review rights]]></category>
		<category><![CDATA[satisfaction]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1283</guid>
		<description><![CDATA[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 <a href='http://agedcarecomplaints.govspace.gov.au/2012/04/30/providing-feedback-to-the-aged-care-complaints-scheme/'>[...]</a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>What is a Direction of the Aged Care Complaints Scheme?</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/04/17/what-is-a-direction-of-the-aged-care-complaints-scheme/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/04/17/what-is-a-direction-of-the-aged-care-complaints-scheme/#comments</comments>
		<pubDate>Tue, 17 Apr 2012 06:46:13 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For providers]]></category>
		<category><![CDATA[Complaint resolution]]></category>
		<category><![CDATA[Complaints Principles]]></category>
		<category><![CDATA[Directions]]></category>
		<category><![CDATA[reforms]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1276</guid>
		<description><![CDATA[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). <a href='http://agedcarecomplaints.govspace.gov.au/2012/04/17/what-is-a-direction-of-the-aged-care-complaints-scheme/'>[...]</a>]]></description>
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		<slash:comments>2</slash:comments>
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		<title>Aged Care Complaints Scheme closed over Easter long weekend</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/04/05/aged-care-complaints-scheme-closed-over-easter-long-weekend/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/04/05/aged-care-complaints-scheme-closed-over-easter-long-weekend/#comments</comments>
		<pubDate>Thu, 05 Apr 2012 00:04:24 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[For providers]]></category>
		<category><![CDATA[easter shut down]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1260</guid>
		<description><![CDATA[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 <a href='http://agedcarecomplaints.govspace.gov.au/2012/04/05/aged-care-complaints-scheme-closed-over-easter-long-weekend/'>[...]</a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Industry alert on coronial findings into the use of bed poles</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/04/04/industry-alert-on-coronial-findings-into-the-use-of-bed-poles/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/04/04/industry-alert-on-coronial-findings-into-the-use-of-bed-poles/#comments</comments>
		<pubDate>Wed, 04 Apr 2012 03:14:51 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For providers]]></category>
		<category><![CDATA[bed poles]]></category>
		<category><![CDATA[industry feedback alert]]></category>
		<category><![CDATA[toolkit]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1250</guid>
		<description><![CDATA[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 <a href='http://agedcarecomplaints.govspace.gov.au/2012/04/04/industry-alert-on-coronial-findings-into-the-use-of-bed-poles/'>[...]</a>]]></description>
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		<slash:comments>7</slash:comments>
		</item>
		<item>
		<title>It’s okay to raise a concern</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/02/27/it%e2%80%99s-okay-to-raise-a-concern/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/02/27/it%e2%80%99s-okay-to-raise-a-concern/#comments</comments>
		<pubDate>Mon, 27 Feb 2012 02:02:37 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[Charter of Residents’ Rights and Responsibilities]]></category>
		<category><![CDATA[complaints management]]></category>
		<category><![CDATA[Complaints Principles]]></category>
		<category><![CDATA[review rights]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1219</guid>
		<description><![CDATA[Making a complaint is not about being difficult. It is important to speak out if you have any concerns about the care you are receiving. Raising a concern can help approved providers improve the quality of care and services they provide to you and other people. Making a complaint can help several people. All approved <a href='http://agedcarecomplaints.govspace.gov.au/2012/02/27/it%e2%80%99s-okay-to-raise-a-concern/'>[...]</a>]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Aged Care Complaints Scheme review rights</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/02/15/aged-care-complaints-scheme-review-rights/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/02/15/aged-care-complaints-scheme-review-rights/#comments</comments>
		<pubDate>Wed, 15 Feb 2012 06:00:34 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[For providers]]></category>
		<category><![CDATA[aged care commissioner]]></category>
		<category><![CDATA[complaints management]]></category>
		<category><![CDATA[review rights]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1227</guid>
		<description><![CDATA[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 <a href='http://agedcarecomplaints.govspace.gov.au/2012/02/15/aged-care-complaints-scheme-review-rights/'>[...]</a>]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Aged Care Complaints Scheme wins Australia Day awards</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/01/27/aged-care-complaints-scheme-wins-australia-day-awards/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/01/27/aged-care-complaints-scheme-wins-australia-day-awards/#comments</comments>
		<pubDate>Thu, 26 Jan 2012 23:39:37 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[Australia Day]]></category>
		<category><![CDATA[awards]]></category>
		<category><![CDATA[caring for older australians]]></category>
		<category><![CDATA[complaints framework]]></category>
		<category><![CDATA[reforms]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1211</guid>
		<description><![CDATA[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 <a href='http://agedcarecomplaints.govspace.gov.au/2012/01/27/aged-care-complaints-scheme-wins-australia-day-awards/'>[...]</a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Aged Care Complaints Scheme Guidelines now available</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/01/19/aged-care-complaints-scheme-guidelines-now-available/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/01/19/aged-care-complaints-scheme-guidelines-now-available/#comments</comments>
		<pubDate>Thu, 19 Jan 2012 04:55:24 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[For providers]]></category>
		<category><![CDATA[Complaint resolution]]></category>
		<category><![CDATA[complaints management]]></category>
		<category><![CDATA[Complaints Principles]]></category>
		<category><![CDATA[Scheme Guidelines]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1186</guid>
		<description><![CDATA[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. We have released these Guidelines as part of our commitment to a transparent complaints policy. They <a href='http://agedcarecomplaints.govspace.gov.au/2012/01/19/aged-care-complaints-scheme-guidelines-now-available/'>[...]</a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Aged Care Complaints Scheme translated materials are now available</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2012/01/09/aged-care-complaints-scheme-translated-materials-are-now-available/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2012/01/09/aged-care-complaints-scheme-translated-materials-are-now-available/#comments</comments>
		<pubDate>Mon, 09 Jan 2012 05:57:42 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[For providers]]></category>
		<category><![CDATA[brochure]]></category>
		<category><![CDATA[Other languages]]></category>
		<category><![CDATA[poster]]></category>
		<category><![CDATA[resources]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1174</guid>
		<description><![CDATA[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.  These resources can help anyone who speaks those languages understand how the Scheme works and how <a href='http://agedcarecomplaints.govspace.gov.au/2012/01/09/aged-care-complaints-scheme-translated-materials-are-now-available/'>[...]</a>]]></description>
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		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>Aged Care Complaints Scheme closed over Christmas and New Years Eve</title>
		<link>http://agedcarecomplaints.govspace.gov.au/2011/12/20/aged-care-complaints-scheme-closed-over-christmas-and-new-years-eve/</link>
		<comments>http://agedcarecomplaints.govspace.gov.au/2011/12/20/aged-care-complaints-scheme-closed-over-christmas-and-new-years-eve/#comments</comments>
		<pubDate>Tue, 20 Dec 2011 01:16:19 +0000</pubDate>
		<dc:creator>doha</dc:creator>
				<category><![CDATA[For consumers]]></category>
		<category><![CDATA[For providers]]></category>
		<category><![CDATA[End of year shut down]]></category>

		<guid isPermaLink="false">http://agedcarecomplaints.govspace.gov.au/?p=1159</guid>
		<description><![CDATA[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 <a href='http://agedcarecomplaints.govspace.gov.au/2011/12/20/aged-care-complaints-scheme-closed-over-christmas-and-new-years-eve/'>[...]</a>]]></description>
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		<slash:comments>2</slash:comments>
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