We’ve made a number of presentations available for you to view and download from the Department of Health and Ageing website. These were presented to our stakeholders at various conferences and events over the past few months. They cover a range of topics such as our reforms progress, advocacy and compliance. Continue reading »
The Productivity Commission has released its final report, Caring for Older Australians, which includes proposals for extensive reform of the aged care system. The report is available on the Commission’s website.
The Australian Government recognises the need for fundamental reform of the aged care system in order to ensure it can continue to provide high quality care and respond to the needs of Australia’s ageing population in a way that is affordable for the community as‑a‑whole and for future generations. Continue reading »
During May and June, we consulted with stakeholders and the community on a draft of a revised service charter for the Aged Care Complaints Scheme. Thank you to everyone who provided feedback.
Because of feedback we received, we have made a number of substantial improvements to strengthen the Charter. Continue reading »
Jun 022011
In February 2011, we released a discussion paper on the proposed complaints management framework. The new framework is a major component of the reforms, as it would:
- encourage people to raise their concerns directly with the approved aged care provider in the first instance, where possible
- expand the options for resolving a complaint
- allow us to manage complaints in the way that will be more likely to achieve a better outcome for the care recipient and aged care provider
- allow us to appropriately handle complaints based on risk.
May 252011
The Aged Care Complaints Scheme’s service charter is being reviewed, and a revised version called ‘Our Service Commitment’ will be available in 2011-12.
‘Our Service Commitment’ is a key document. It enables aged care recipients, their families and representatives, aged care providers and others who deal with us, to be clear about:
- our role, scope and services
- the benefits of making and receiving complaints
- what customers can expect from us
- the responsibilities of complainants and aged care providers
- what to do if you aren’t satisfied with a decision or process.
We’d greatly appreciate your feedback on the proposed new charter by Friday 17 June. Continue reading »
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