Better practice complaint handling guidelines suggest that an effective complaint handling system makes it easy for people to complain. Services that make their complaints systems accessible to anyone can help build peoples’ confidence and trust that their concerns will be taken seriously.
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 information about the Aged Care Complaints Scheme and how it can help if needed.
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.
The Aged Care Amendment Bill 2011 received Royal Assent on 26 July 2011, which enables the Minister for Mental Health and Ageing to replace the Investigation Principles 2007 with the Complaints Principles 2011 and for the new complaints management framework for the Aged Care Complaints Scheme to begin.
We have been progressively implementing reforms to the Aged Care Complaints Scheme since July 2010.
In February 2011, we released a discussion paper on the proposed complaints management framework to facilitate feedback from consumers, aged care providers and other stakeholders. The new framework and approach to risk assessment is a major component of the reforms. It expands the options available to resolve concerns, encourages complainants to resolve concerns with approved providers in the first instance, and assesses each complaint’s level of risk to the care recipient to ensure appropriate escalation.