Question

Identify an external complaints organisation that is available to aged care clients?

Answer 1

Ans

If you have a concern or complaint that you have not been able to resolve by talking with your service provider, the Aged Care Quality and Safety Commission (the Commission) can support you, with information and options, to resolve your concern with the service provider.

If you're not satisfied with your service provider's response, you can make a complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822. Anyone can make a complaint and the service is free. You can complain anonymously, confidentially or openly.

This may be aged care services people are receiving for help in their home or in an aged care home, including:

• Residential aged care services, including permanent care and respite care
• Home Care Packages delivered on a Consumer Directed Care basis
• Flexible care where a person is receiving 'residential care' or 'home care'; this includes services provided through transition care, innovative care or multi-purpose services (MPS)
• Commonwealth Home Support Programme (CHSP), and
• National Aboriginal and Torres Strait Islander Flexible Aged Care Programme.

Managing Complaints

• Make it easy to complain. Tell people from the outset how to do it.
• Listen carefully and acknowledge someone’s concerns. Repeat these back to check you’ve understood.
• Ask what they want to achieve. Note this down.
• See the complaint as an opportunity to improve care. Complaints are part of providing a good service. It’s how you respond that matters.
• Nominate someone senior, like a service manager, to handle the complaint. Pass on their contact details.
• Actively involve the consumer in the process. Their needs and preferences must always be put first. If appropriate, also speak with their nominated representative.
• Seek permission to refer someone to an advocate if they want support.
• Work towards a resolution straight away. Your initial response will have the greatest impact on the outcome.
• Be clear about what you will do to resolve the concerns and provide time frames for actions