The power of a good apology – a guest post by the Aged Care Commissioner

 For providers  No Responses »
May 302013
 
Quote by Aged Care Commissioner, Rae Lamb: "Saying sorry when there have been deficiencies in the care is simply the right thing to do."

In a previous consumer post we encourage people to raise a concern with their service provider in the first instance where possible. This allows for issues to be dealt with quickly and effectively and assists with building positive ongoing relationships between the parties involved. 

In the following post, we’ve invited Aged Care Commissioner, Rae Lamb to share her insights into the needs of complainants and how aged care providers can meet those needs to ensure positive ongoing relationships – even when a service is found to have met its obligations under the Aged Care Act 1997. Continue reading »

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Providing feedback to the Aged Care Complaints Scheme

 For consumers, For providers  8 Responses »
Apr 302012
 

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 think. Continue reading »

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It’s okay to raise a concern

 For consumers  No Responses »
Feb 272012
 

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. Continue reading »

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Aged Care Complaints Scheme review rights

 For consumers, For providers  2 Responses »
Feb 152012
 

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 helps us to improve how the Scheme works. If you are not satisfied at any stage of a complaint, please raise this directly with us so we can improve our processes to achieve good outcomes. Continue reading »

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New Aged Care Complaints Scheme stakeholder kits have been delivered

 For consumers, For providers  2 Responses »
Oct 262011
 

We’ve recently distributed stakeholder kits about the new Aged Care Complaints Scheme (the Scheme) to approved providers, peak bodies, and residential and community care service providers.

The kit contains each of our new resources that are now available to order.

The new resources were produced to help assist you to implement the new Scheme. Continue reading »

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New booklets, brochures, fact sheets and posters about the Aged Care Complaints Scheme are now available

 For consumers, For providers  12 Responses »
Sep 272011
 

New publications about the reforms to the Scheme are now available. These publications will help you understand how the Scheme works and how it can assist you or someone you know with any concerns about the quality of care being provided by an Australian Government subsidised residential or community aged care service.
Continue reading »

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