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.
The Aged Care Complaints Scheme has just released an Industry feedback alert about the use of bed poles in aged care services. It can be found in the Industry toolkit.
The alert is based on the NSW Coroner’s findings into an inquest related to the use of bed poles in residential aged care homes. We encourage all approved providers to:
- read the report, which can be found online on the NSW Government Lawlink website
- make key personnel aware of the information in the report and this alert
- take action if appropriate.
We have recently developed a ‘What can we learn?’ report about residents who go missing from Australian Government funded aged care facilities. It’s now available in the Industry toolkit.
The ‘What can we learn?’ report is based on analysis of missing resident reports made to the Scheme between 1 January 2009 and 30 June 2010.
We’re pleased to announce that a new complaint resolution toolkit is now available.
The toolkit was developed as a result of discussions with the aged care industry which requested resources to be located centrally.