SummitCare makes it easy and safe for people to raise their concerns

 For providers  No Responses »
May 162013
 

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 nine residential aged care services has transformed its feedback management system to be responsive to the diverse needs of all its care recipients.

 As a result, SummitCare boasts 98% occupancy across its services and has two national achievement awards to its name.


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Compulsory reporting part three: reporting missing residents

 For providers  4 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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Compulsory reporting part one: reportable assaults

 For providers  3 Responses »
Oct 202011
 

Welcome to our three part guide to compulsory reporting.

In part one, we explain the approved provider obligations for reporting alleged assaults. Please read part two for information about the discretion not to report assaults in certain circumstances and part three for information about compulsory reporting of missing residents.

Compulsory reporting is an important responsibility all approved providers of residential aged care must be aware of. We hope this three part guide sheds some light on the subject and helps approved providers to fulfill their obligations. Continue reading »

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First Aged Care Complaints Scheme industry alerts released

 For providers  2 Responses »
Oct 142011
 

We recently published the first in a series of industry feedback alerts for Australian Government subsidised aged care providers. The first two alerts are about call bells and smoking in facilities. Continue reading »

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The Complaints Principles 2011 are now in place

 For consumers, For providers  5 Responses »
Sep 012011
 

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.

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Name change for the ‘CIS’ – we are now the Aged Care Complaints Scheme

 For consumers, For providers  4 Responses »
Jun 092011
 

Starting in 2011-12, the word ‘Investigation’ will be removed from our name ‘Complaints Investigation Scheme’.

We will be known as the ‘Aged Care Complaints Scheme’. The acronym ‘CIS’ will also no longer be used. The shortened version of our name will be ‘the Scheme’. Continue reading »

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Welcome to our blog – Aged Care Complaints Scheme News

 For consumers, For providers  No Responses »
Apr 292011
 

Welcome to the blog for the Aged Care Complaints Scheme.

Through this blog, we aim to:

  • keep aged care consumers, providers and stakeholders up to date on our progress implementing reforms to the Scheme
  • provide easy-to-understand information about the complaints process
  • address topics of interest for care recipients, families, representatives, aged care providers and staff.

This blog will also be an important channel for us to hear from you about what we can do to improve our service and the information we provide. We welcome your comments on various posts.

We encourage you to go to our FAQs page, where we will provide answers to many of the questions we receive. If you have a question, please leave a comment on the FAQs page or send us an email.

Please go to How to use this blog for important information about terms of use, moderation of comments, privacy, accessibility and copyright.

The reforms to the Aged Care Complaints Scheme are part of the Australian Government’s broader national health reform agenda, which will deliver better health outcomes for Australians. Register on www.yourhealth.gov.au to receive regular updates on the implementation of national health reform.

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