The way the accreditation system measures success is falling behind new views and expectations of the community.
As the Assistant Minister for Social Services, Senator Mitch Fifield, said himself in a couple of speeches last year, when governments and sectors talk about quality, traditionally “they are really talking about safety.”
Ever felt beyond sad or hopping mad about an experience with the aged care system in Australia? Or perhaps you’ve been amazed and impressed by an excellent experience.
Well, whatever your experience and whatever views you have about aged care in this country, the government would like to know.
The Australian Aged Care Quality Agency – the Agency whose role it is to set and monitor standards, and provide accreditation to aged care services – says it’s time to have a full and frank discussion about ‘quality’ in aged care and all bets are off!
A consumer revolution
If you have any interest in aged care issues, you’ll probably be aware there has been lots of talk of ‘reform’ of the aged care system in the last few years. A Productivity Commission inquiry; a major reform program (Living Longer, Living Better) commenced under the former Labor government and largely continued by the current one; changes to the costs and payment system; a new consumer-directed approach giving those people who need the care services, much more control.
These are just some of the elements that are part of a bigger ‘consumer focused’ movement – not just in Australia but throughout the world.
You have probably noticed that consumers’ expectations of quality and performance in goods and services – and even governments and politicians – have grown and they’re not shy in talking about it.
A consumer revolution, aided and abetted by sophisticated internet based social networking technology, has seen a surge in power and influence for consumers and consumer opinion. Hotels and restaurants were among the first in the firing line but now no sphere of life is immune and that includes health and aged care services.
“We are seeing a shift in the perceptions of quality of care based on compliance with minimum standards, to a more sophisticated definition of quality to ensure the expectations of older Australians are met or exceeded.”
Whose idea of quality is it, anyway?
Up to now, definitions of quality in aged care services have been decided, measured and officially ‘certified’ by government authority alone through a system of accreditation, introduced 15 years ago.
In the beginning, the application of that accreditation system and its ‘standards’ for quality enabled poor quality services to be identified and weeded out. These days, however, the vast majority of organisations providing residential care now comply fully with the official standards for accreditation – even during unannounced spot checks.
So does that mean the vast majority of aged care services are purveyors of service excellence?
Unfortunately no, and therein lies the problem. The way that the accreditation system measures success is falling behind new views and expectations of the community.
As the Assistant Minister for Social Services, Senator Mitch Fifield, said himself in a couple of speeches last year, when governments and sectors talk about quality, traditionally “they are really talking about safety.”
Beyond safety, toward amazing
The Quality Agency says itself, “We are seeing a shift in the perceptions of quality of care based on compliance with minimum standards, to a more sophisticated definition of quality to ensure the expectations of older Australians are met or exceeded.”
Just what meeting and exceeding expectations means will be different for different people. Beyond meeting requirements for safety and security, perceptions of quality are pretty much in the eye of the beholder. That’s why the government is encouraging as many people as possible – with a diverse range of experiences and interests and backgrounds – to contribute to the discussion.
A short discussion paper has been developed to help set out some of the key issues and a number channels have been set up for providing input and feedback.
You can participate between now and the end of October – the discussion paper online and the feedback channel is open. There will also be a series of ‘feedback forums’ held in Brisbane, Parramatta and Adelaide in September.
A final report on the quality conversation and themes will be published in late November and will be available on the Quality Agency website.
Now, don’t say nobody ever asked you your opinion!
Beyond meeting requirements for safety and security, perceptions of quality are pretty much in the eye of the beholder.
Who should get involved?
The Australian Aged Care Quality Agency wants to hear from:
- ‘consumers’ and family members of consumers (people who actually use aged care services, either in a residential facility or in their own home) who may have experience of and views on ‘quality’ in aged care;
- providers of aged care services who wants to help shape the quality framework;
- aged care workers who have experience and ideas about what works;
- researchers, academics or policy developers who have an interest in helping to translate what is known about high quality aged care and quality of life into real-world practice
- anyone at all who is interested in ‘quality’ in relation to ageing or aged care
You can get involved by
- Reading the discussion paper and sharing the conversation with your organisation, peers, friends and family. Think, question, challenge, respond, think some more!
- Then tell the Quality Agency what you think. You can provide your feedback online.
Discussion2 Comments
Thank you for the opportunity to have some input.
We have had experience with several family members in aged care over the last eight years (as well, as Managers of an independent living Village, we have visited past residents).
For whatever reason, there seems to be an increasing number of PCA’s who have not grown up in this country. The challenge for older people who only speak English, is to understand what their carers are saying, sometimes leaving them confused and angry. Compounding the problem id that the PCA’s don’t understand the resident. A recent case involving a relative, the request not to wash a leg with an ulcer was not understood, following which it was infected with staff. The relative went to hospital and passed away.
Last week I called the facility where my mother resides. It was reported she had another fall and hurt her thumb. The first staff I spoke to I could not understand at all. Following several attempts they passed me to another staff whose speech was a bit better understood, however it took three times to understand what they had arranged for mum’s care. Mum would have had more difficulty than I.
It doesn’t seem to be appropriate care.
Thanks for the comment Paul. Yes, there are inevitable issues when people have particular accents or even more so when there are difficulties with understanding aspects of the language. It can actually happen either way – with staff as well as clients/residents. Alas, there is huge variation in the way English is spoken (and I’m thinking of when I lived in Scotland for a while – that was very challenging at times!). I guess it is a part of life everywhere in our multicultural world but that doesn’t change the fact that problems can arise in some situations that are perhaps more challenging than in other life situations. In healthcare, communication is pretty important! The way to have your comments heard however is not on our website but via the Quality Agency’s special feedback web address which is in the article but also right here: https://www.surveymonkey.com/r/letstalkaboutquality Your input will be appreciated, I am sure. Keryn.