This inaugural report for providers examines the nature and resolution of complaints received by the Commission. It adheres to the Royal Commission's recommendations for greater transparency and a deeper understanding of the aged care experiences of older people. A key takeaway is the recognition of complaints as an essential source of intelligence, shaping regulatory and educational activities while underscoring the necessity for each service to have an internal complaints resolution process, as mandated by the Aged Care Act 1997 and the Aged Care Quality Standards.
At Tell Touch, we champion the resolution of issues at their onset. This philosophy is mirrored in the report, which highlights that adept complaint handling is indicative of a high-performing aged care service. Complaints Commissioner Louise Macleod remarks that effectively managed complaints can thwart the escalation of problems, improve care outcomes, and fortify trust among care recipients, their families, and service providers.
The report positively notes that the vast majority of complaints (over 80%) were resolved through "early resolution" processes. This entails fostering open communication between the parties to promptly address concerns—something that providers should be doing as a matter of course! More formal investigations or conciliations were reserved for a "small minority" of "complex cases". However, we perceive this differently. Over 80% of complaints should not have necessitated Commission involvement; they ought to have been resolved internally. This suggests that internal complaints resolution processes are not functioning optimally.
Moreover, concerning the remaining complaints labeled as "complex cases" (just under 20%), it's likely that most could have been precluded had the issues been identified and addressed early on.
Tell Touch's Stance on Early Intervention
The report positively notes that the vast majority of complaints (over 80%) were resolved through "early resolution" processes. This entails fostering open communication between the parties to promptly address concerns—something that providers should be doing as a matter of course! More formal investigations or conciliations were reserved for a "small minority" of "complex cases". However, we perceive this differently. Over 80% of complaints should not have necessitated Commission involvement; they ought to have been resolved internally. This suggests that internal complaints resolution processes are not functioning optimally.
Moreover, concerning the remaining complaints labeled as "complex cases" (just under 20%), it's likely that most could have been precluded had the issues been identified and addressed early on.
Key Findings from the Report
- Complaints as Opportunities: The report advocates for viewing complaints as opportunities for enhancement rather than mere challenges. This aligns with Tell Touch's commitment to continuous service improvement.
- Early Resolution: The Commission successfully finalised most complaints through early resolution, focusing on clarifying issues, facilitating open disclosure, and agreeing on corrective actions. This reflects Tell Touch’s dedication to swift and efficient complaint resolution.
- Diverse Nature of Complaints: A decrease in residential care complaints contrasted with a slight uptick in home service complaints. The report underscores distinct concerns in each sector, with medication management, personal hygiene, and staff sufficiency topping residential care issues, while consultation and financial issues were prevalent in home service complaints.
- Differences in Complaint Sources: Most residential care complaints originated from representatives or family members (representatives or family members: 56.7%, anonymous: 24%, consumer: 7%, others: 13%), whereas recipients of home services were more likely to lodge complaints themselves (consumer: 49%, representatives or family members: 44%, anonymous: 24%, anonymous: 2%, others: 5%). This stresses the importance of providers engaging with both care recipients and their representatives.
Moving Forward
In concordance with the report's insights, Tell Touch remains steadfast in advocating for and facilitating early and effective complaint resolution. We maintain that promptly and empathetically addressing the concerns of older Australians is not merely a regulatory mandate but a moral imperative. As the aged care sector progresses, we are dedicated to equipping providers with the tools and strategies that prioritize the welfare of care recipients. We urge the Commission to proactively assist providers in addressing issues earlier.
Conclusion
The ACQSC report underscores the pivotal role of complaints in defining aged care quality. At Tell Touch, we interpret this as a validation of our unwavering dedication to early intervention and proactive resolution. Embracing these tenets ensures that aged care providers not only meet regulatory standards but also provide care that is respectful, dignified, and attuned to the needs and preferences of older Australians. Again, we urge the Commission to proactively assist providers in addressing issues earlier.
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