Are you unhappy with the quality of your aged care – or do you have a friend or relative who is? Knowing how to complain is the first step to making sure your problem is fixed.
According to an article by the University of Sydney’s Jacqueline Wesson and Professor Lee-Fay Low on The Conversation, around one-third of aged care homes in Australia were the subject of complaints to the Aged Care Quality and Safety Commission between October and December of last year. The most common complaints included:
- adequacy of staffing;
- medication administration or management;
- infectious diseases or infection control;
- personal and oral hygiene;
- how falls are prevented and managed; and
- consultation or communication with representatives and/or family members.
So how can you complain and make sure your voice is heard? According to Ms Wesson and Prof. Low, it’s important to take action early to prevent things from getting worse, and to keep records of everything that happens.
“Make written notes about what happened, including times and dates, and take photos. Try to focus on facts and events. You can also keep a record of who was involved and their role.
“Keep track of how the provider responded or steps taken to resolve the issue. Write notes of conversations and keep copies of emails,” they said.
Who can you turn to?
For possible criminal matters – including theft, abuse, neglect, unreasonable use of force, unlawful sexual contact, or unexpected death – you should take the matter to both the aged care provider and the police.
For less serious matters, such as medical issues, day-to-day care, or financial problems, talk to the care staff involved first, then speak to a senior person – such as a care director, care manager, or nursing unit manager – to seek changes; the free Older Persons Advocacy Network service can also help support you when speaking to the provider.
If you’re not happy with the provider’s response, lodge a complaint – including all facts, events, and correspondence – with the Aged Care Quality and Safety Commission. These complaints can be anonymous or confidential, and are generally resolved within an average of 40 days.
It’s your right to complain on behalf of yourself or a loved one if things go wrong in aged care, and you shouldn’t feel afraid to speak out.
“Residents, and their representatives or families, have a legal right to speak up and complain, free from reprisal or negative consequences.
“This right is also reflected in the Charter of Aged Care Rights, which providers are legally required to discuss with you and help you understand,” said Ms Wesson and Prof. Low.
