Posted on July 3rd, 2019
In this series of articles we look at the new Aged Care Standards that commenced from 1st July 2019.
The Aged Care Standards have always had a client focus and with Standard 6 discussing clients being able to feel comfortable to speak up and complain.
Standard 6: Client Feedback & Complaints
I feel safe and am encouraged and supported to give feedback and make complaints. I am engaged in processes to address my feedback and complaints, and appropriate action is taken.
CentacareCQ regularly seeks input and feedback from consumers, carers, the workforce and others and uses the input and feedback to inform continuous improvements for individual consumers and the whole organisation.
Purpose and scope of the Standard
Standard 6 requires an organisation to have a system to resolve complaints.
The system must be accessible, confidential, prompt and fair. It should also support all clients to make a complaint or give feedback. Resolving complaints within the organisation can help build the relationship between the client and the organisation. It can also lead to better outcomes.
The Standard covers key elements of an effective complaints management system that:
- encourages clients to give positive and negative feedback to their organisation about the care and services they receive
- responds to feedback and complaints clients and others make formally and informally, written or verbally to the organisation
- helps organisations keep improving, informs improvements to care and services and resolves issues for clients and others.
Organisations are expected to demonstrate open disclosure. This is in line with up-to-date practices of open communication and transparent processes. It includes acknowledging and apologising when the organisation has made mistakes.
Clients should feel safe and comfortable giving feedback to the organisation. Some clients have barriers that make it difficult for them to raise complaints. These could be cognitive or communication difficulties, language or cultural differences.
The nature of a complaint can also be particularly sensitive or private. Organisations are expected to look for ways to tackle these barriers and create a culture that welcomes feedback and supports clients to make complaints.
Read more: Our Aged Care Services
CentacareCQ offers a wide range of aged care services across Central Queensland. These services are designed to assist and support people to live independently and safely in their homes for as long as possible.
Your feedback is important to us
Do you feel CentacareCQ has met, exceeded or fallen short of this standard?