1. HDC Conference 2015 Improving the Consumer Experience Breakout session C Aged care: a consumer perspective 9 March 2015

2. Aged Care: a consumer perspective Rose Wall Deputy Commissioner, HDC Sue Chetwin CEO, Consumer NZ Kilian de Lacy Aged Care Representative, HDC Consumer Advisory Group

3. Aged Care Complaints Received by HDC

4. Number of complaints about rest homes each year

5. Complaint events typically occur over extended time frame Multiple issues/aspects of complaint Multiple Code Rights engaged Multiple providers involved Information from multiple parties reviewed Consumer often not able to engage with complaint process Specific considerations for rest home complaints

6. Issues complained about in rest home complaints Communication –Failure to communicate effectively with family Complaints process –Inadequate response to complaint Facility issues –Staffing/training issues Non clinical care –Hygiene needs not met; –Neglect

7. Issues identified by HDC in rest home complaints Inadequate policies/procedures and policies/procedures not followed Inadequate staffing levels or skill mix Inadequate supervision of staff/inadequate staff training Care plans not completed/implemented Poor communication between staff Inadequate documentation

8. Recommendations made by HDC in rest home complaints Apologise to consumer or their family for the care received Reviews of policies/procedures e.g. review of restraint policies, documentation policies Development of policies/procedures e.g. accessing medical care out of hours Audit e.g. audit staff compliance with policies/procedures Provision of information to HDC e.g. provide evidence of the effectiveness of improvements made following a complaint Training/professional development e.g. ensure all staff undergo regular training on policies/procedures, documentation

9. HDC Approach HDC contributes to the achievement of a safe consumer-centred system in a unique way: Complaints resolution Promote and protect consumer rights Safety and quality improvement Strengthen the system so that it continually improves Public protection Watchdog role

10. www.hdc.org.nz