Why The Increase of Aged Care Complaints is a Good Thing

Traditionally, complaints are seen as a poor affair. If a person is devising a ill, it means that something is non going well.

And that applies to aged care as well – if a resident, dearest or staff phallus is making a complaint, then it is highly likely than an older person, operating theatre a number of them, is not receiving adequate care.

Merely complaints can be a good thing. Complaints are an opportunity to improve, to better oneself and your organisation.

The Aged Care Complaints Commissioner's 2016-17 one-year theme shows that more than multitude are becoming aware of the overhaul and raising their concerns.

The Aged Upkeep Complaints Commissioner handles complaints from people about Government funded of age care and base care services but acts severally from any government personify.

The report covers the first full business year since responsibility for complaints was transferred from the Australian Section of Health to the Commissioner along the 1st of January 2016.

More Complaints Than Ever

The Commissioner, Rae Lamb, and her team around the country acceptable 4,713 complaints this year – 78 per cent of those were in regards to residential older care.

This is 20 per centime more than than the Department and the Commissioner received between them in 2015-16.

However, Dear doesn't see the increase as a bad matter, "I get into't call up the rise in complaints shows deteriorating standards of care."

"Certainly we see instances where care has been very poor, and there are still people who should complain who don't."

"Nonetheless the keep down of complaints has to be balanced against the fact that more than one million populate receive aged care."

Master of Science Elia says it is also "commodity" to see that more people are complaining nigh care received at home and in the community of interests atomic number 3 this has been an domain where people hold seldom complained previously.

However, these complaints remain low in number but account for a growing proportion of the Commissioner's work.

Breaking Down the Numbers: Most Plebeian Aged Care Complaints

Altogether in that location were 4,713 complaints, of which 3,656 were about residential aged care.

There were also 688 complaints about home care packages and 339 more or less the Commonwealth Home Support Political platform.

The most common complaints about residential handle were;

• medication administration and management (559)
• falls prevention and post fall management (382)
• personal and oral hygienics (365)

The most standard complaints about home care packages were

• fees and charges (211)
• lack of consultation and communication (146)
• communication about fees and charges (79)

For the Commonwealth Base Support Programme, the most common complaints were

• fees and charges (85)
• deficiency of interview and communication (65)
• logical client fear and coordination (50)

When it comes to "who" was devising the complaints, it was most commonly a family member. Approximately 60% of all complaints came from a family representative, spell the second most common source, at 19%, was from the occupant/care recipient himself.

12% of complaints came from an anonymous source –

Other 8% came from "other concerned persons", and the last 1% came from "other" which includes external agency, provider, inward or media.

"This year I challenged the industry to sing more about complaints and what they do about them. Complaints are a normal partly of providing care and services," says Lamb.

"People need to know information technology's okay to plain and that when things fail, making a complaint fire contribute to improved care."

"Greater transparence about complaints will increase consumer confidence."

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Source: https://hellocare.com.au/increase-aged-care-complaints-good-thing/

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