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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Annual report highlights new options, timely resolutions and high levels of satisfaction with the Scheme

 For consumers, For providers  No Responses »
Oct 222012
 

Improvements made to the Aged Care Complaints Scheme (the Scheme) following the Walton Review have led to timelier resolution of complaints, fewer investigations and high levels of satisfaction with the Scheme.

These positive outcomes for the Scheme were reported in the 2011-12 Department of Health and Ageing Annual Report, part of the department’s effort to provide a clear and transparent picture of the role it plays in delivering the Australian Government’s priorities for health and ageing. 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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How can an aged care advocate help you?

 For consumers  4 Responses »
Jul 142011
 

An aged care advocate can help you by listening to your concerns, providing information and speaking up for you, if you want them to. They will always seek your permission before taking action. Advocacy services are free, confidential and independent.

An aged care advocate can:

  • support you in making decisions that affect your quality of life
  • provide you with information and advice about your rights and responsibilities, and discuss options for taking action
  • support you when you raise an issue with your approved aged care provider or the Aged Care Complaints Scheme
  • support you at any stage throughout a complaints process. Continue reading »
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Progress on the reforms to the Aged Care Complaints Scheme

 For consumers, For providers  No Responses »
Jun 152011
 

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. Continue reading »

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