1. Resolve, Protect, Improve
The importance of complaints
WEAAD Conference
June 2016

4. Key findings Absence of agreed definition problematic.
What age is considered ‘elder’?
Can involve physical, emotional, sexual, financial abuse or neglect.
Kaspiew, R., Carson, R., & Rhoades, H. (2015). Elder abuse: Understanding issues, frameworks and responses. Melbourne: Australian Institute of Family Studies.

5. Key findings
Estimates between 2% and 10% of older Australians affected each year.
Financial abuse most common.
Mostly committed by family members.
Kaspiew, R., Carson, R., & Rhoades, H. (2015). Elder abuse: Understanding issues, frameworks and responses. Melbourne: Australian Institute of Family Studies.

7. Complaints Commissioner
Department of Health
Quality Agency
Aged Care Quality Advisory Council 1 March 2016

8. Mandatory reporting
Must notify Department of Health and police within 24 hours of allegation or suspicion of ‘reportable assault’.
Department’s new number:

9. Making complaints Why? Have you made one?
What about an aged care complaint?
Very few of us do…
Why?

10. Complaining is hard!

11. All that is necessary for the triumph of evil is that good men do nothing.
Edmund Burke - Irish orator, philosopher, & politician (1729 – 1797)

12. Our Vision
People trust that making a complaint is worthwhile. That it will lead to resolution for the individual and improve care for others

13. Resolve Protect Improve
ACS NSW & ACT
CC0 1.0 Universal

14. Resolve
To work with complainants and the service provider to acknowledge and resolve concerns or complaints and make a positive difference for people receiving aged care.

15. Protect
To take timely action on issues raised through complaints to ensure people receiving aged care are well cared for and protected.

16. Improve
To work with the aged care community to learn from complaints and act on opportunities to improve aged care.

17. Care recipients’ rights

18. Residential care Live without exploitation, abuse or neglect.
Move freely without restriction.
Select and maintain relationships.

19. Home care
Treated without exploitation, abuse, discrimination, harassment or neglect.
Treated with dignity.
Individual preferences respected.

20. Abuse in numbers In 2015: 231,255 people in residential care.
895,800 people accessed HACC services and home care packages.
3,725 complaints raising 8,888 issues.
3% of these related to abuse.

21. What do we see? Social abuse. Inadvertent rough handling. Neglect.
Occasionally, deliberate acts of abuse.

22. What do we do? Try to resolve issues quickly through early resolution.
Conduct investigations and issue directions.
Main power is referral.

23. What can’t we do? Resolve family disputes.
Examine issues where family member or person responsible is perpetrator.
Must look at issue from perspective of person receiving care.

24. Case study Mrs Jones has dementia.
Her son and daughter have a history of conflict and fought at the service.
The provider restricted their visits to alternate days.
Mrs Jones’ son wants to visit every day.

25. Case study What did we do?
Facilitated a conciliation between all parties.
Mrs Jones’ right to social interaction was acknowledged.
Son and daughter agreed to a sign-in procedure.

26. New function
…educate people about, and develop resources relating to, best practice in the handling of:
(i) complaints that relate to responsibilities of approved providers under this Act and the Principles made under section 96‑1; and
(ii) matters arising from such complaints;…

27. Resources

28. honour Care for Protect respect cherish sustain uphold shield tend
favour
honour
consider
Benefit

29. He aha te mea nui?
He tangata.
Or insert picture.

30. Questions?
Contact: Visit: