The document outlines the Australian government's new approach to strengthening the aged care complaints scheme. It discusses feedback received from the aged care sector calling for improvements such as local resolution of complaints where possible, expanded resolution options, transparency and accountability, quality and consistency, clear communication, procedural fairness, and continuous engagement with the sector. The presentation notes improvements that should already be seen or are in progress based on this feedback.

1. 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

2. Strengthening aged care complaints
• Complaints Scheme: Context for change
• The Walton Review
• Productivity Commission
• Our focus
• Listening to the aged care sector

3. What the sector has asked for
A strengthened aged care complaints scheme
• Transparency • Natural justice
• Accountability • Evidence-based decisions
• Responsiveness • Continuous improvement
• Communicates effectively • Shares information
• Focus on quality • Engages with the sector
• Consistency • Seeks feedback

4. 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

5. 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

6. You told us…
You should
already be seeing
1. Local resolution where possible
improvements
• 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 Discussion paper
out now for public
• Assisted resolution comment
• Conciliation
• Mediation
• Investigation

7. You told us…
3. Transparent and accountable You should see
improvements
• Publicly available procedures here
• 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 You should see
improvements
• Revised national procedures here
• Comprehensive national staff training
• Testing and reviewing procedures
• Feedback

8. You told us…
You should
5. Clear and timely communication be seeing
improvements
• Early identification of issues
• Improved Statements of Reason
• Revised letters
• Ongoing contact throughout the process
You should
6. Procedural fairness be seeing
improvements
• 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

9. You told us…
Ongoing focus
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
Coming soon
• Trends and risk factors eg missing residents
• Support industry with compulsory reporting obligations
• Consumer education: options, role of the Scheme, advocacy
Consultation with
consumer groups
starting to occur

10. You told us…
Continuous and through
9. Engage with the sector a range of mechanisms:
meetings, online,
• Consumers research, conversations
• Approved providers
• Staff
• Industry
• Advocates
10. Seek and learn from feedback In progress
and ongoing
• Satisfaction surveys
• ‘Compliments and complaints’
• Aged Care Commissioner reviews
• Commonwealth Ombudsman reviews

11. 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