The new approach to aged care complaints: A Department and industry dialogue

Presentation to the Tri-State Conference

• First Assistant Secretary, Iain Scott• Assistant Secretary, Lucelle Veneros

28 February 2011

Strengthening aged care complaints

• Complaints Scheme: Context for change

• The Walton Review

• Productivity Commission

• Our focus

• Listening to the aged care sector

What the sector has asked for

• Transparency

• Accountability

• Responsiveness

• Communicates effectively

• Focus on quality

• Consistency

• Natural justice

• Evidence-based decisions

• Continuous improvement

• Shares information

• Engages with the sector

• Seeks feedback

A strengthened aged care complaints scheme

What you should be starting to see

• Engagement with the sector

• Improved communication with parties to a complaint

• Strengthened, national approach to complaints-handling

• Focus on quality outcomes

• Expanded complaint resolution options: discussion paper out for comment until 22 March 2011

Aim of reforms

• A more responsive and customer focused complaints system

• Underpinning that system: a national approach

• Natural justice

• Clear and timely communication

• Consumers and providers are aware of their rights and responsibilities, the role of the Scheme, and options to resolve concerns

You told us…

1. Local resolution where possible

• A best practice approach• Some complaints can (and should) be handled by providers• Meaningful and productive conversations• Sustainable and quality outcomes• Need to ensure providers, consumers can resolve concerns

2. Expanded resolution options

• Assisted resolution• Conciliation• Mediation• Investigation

You should already be seeing

improvements

Discussion paper out now for public

comment

You told us…

3. Transparent and accountable

• Publicly available procedures• Performance measures• Improved reporting eg Report on the Operations of the Aged Care Act• Strategic direction (role, scope, priorities and opportunities)

4. Quality and consistency

• Revised national procedures• Comprehensive national staff training• Testing and reviewing procedures• Feedback

You should see improvements

here

You should see improvements

here

You told us…

5. Clear and timely communication

• Early identification of issues• Improved Statements of Reason• Revised letters• Ongoing contact throughout the process

6. Procedural fairness

• Clarity about the issues being examined• Principles of natural justice• Examining the issues• Evidence-based decisions• Focus on quality outcomes for care recipients and providers

You should be seeing

improvements

You should be seeing

improvements

You told us…

7. Continuous improvement

• We have a job to do, however... • …complaints are a tool for quality improvement• Education is important to ensure providers deliver quality care

8. Provide information

• Trends and risk factors eg missing residents• Support industry with compulsory reporting obligations• Consumer education: options, role of the Scheme, advocacy

Ongoing focus

Consultation with consumer groups starting to occur

Coming soon

You told us…

9. Engage with the sector

• Consumers• Approved providers• Staff• Industry• Advocates

10. Seek and learn from feedback

• Satisfaction surveys• ‘Compliments and complaints’• Aged Care Commissioner reviews• Commonwealth Ombudsman reviews

Continuous and through a range of mechanisms:

meetings, online, research, conversations

In progress and ongoing

Questions and comments

• We are listening and consultation will continue

• Fact sheet (in your satchel)

• Online: www.health.gov.au/oacqc

• Email: agedcomplaintscomms@health.gov.au

Thank you