One-third of aged care homes the subject of a complaint to the regulator

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The Federal Government’s Aged Care Quality and Safety Commission Sector April to June performance report shows that 33% of residential care services were the subject of a complaint to the Commission.

The number of complaints per 100 residential care consumers fell over the last quarter to 0.84 per 100 residential care consumers.

The Commission uses the eight Aged Care Quality Standards to determine the performance of an aged care service.

The top 10 requirements where non-compliance was an issue are:

  • Safe and effective personal and clinical care
  • High impact or high prevalence risks managed effectively
  • Number and mix of workforce
  • Safe and effective care and services
  • Effective governance systems
  • Risk management systems and practices
  • Communication of assessment and planning outcomes
  • Clinical governance framework
  • Safe, clean and well-maintained service environment
  • Recognition and response to deterioration
  • Safe and effective personal and clinical care

In short, clinical care, the management of risk and workforce mix were the main areas of concern for the regulator.

‘Safe and effective personal and clinical care’ non-compliance includes safe and effective personal and clinical care, high impact or high prevalence risks managed effectively, recognition and response to deterioration, infection risk management and appropriate prescribing, sharing information to optimise care and timely and appropriate referral.

“Our sector performance reports are a valuable source of information for aged care providers and consumers. They can be used by approved providers to help identify where there are challenges and opportunities to enhance consumer care outcomes.”

“Current and prospective consumers and their families can draw on information in the reports to have a conversation with a particular provider about their performance. For example, they could ask a provider questions about whether they have received complaints from consumers and how they have been addressed, and whether they are currently compliant with the Aged Care Quality Standards,” said Commissioner Janet Anderson PSM.