Assistant Secretary, Aged Care Complaints
Scheme, Australian Department of Health and
Ageing
their best to deliver quality care for older
Australians, however, issues do occur.
Effectively handling of complaints gives
care recipients and their representatives the
opportunity to voice their concerns about the
services they receive, in particular, as some
people can find it difficult to make a complaint
for many reasons.
Scheme (the Scheme) has been focusing on
achieving quality outcomes for care recipients
by adopting a flexible and proportionate
approach to resolving concerns.
in complaints resolution. The presentation will
highlight the value in resolving concerns within
the service in the first instance. This can mean
achieving a faster, more sustainable outcome
for care recipients at the same time as building
stronger relationships within their service.
can also minimise regulatory intervention and
improves the quality of care and services you
deliver. The presentation will discuss tips for
service providers using their own complaints
handling systems to reach the best outcome
for the care recipient.
to resolve issues, the presentation explains
of the new complaints framework will be
outlined, including the different resolution
approach options that are now used.
of stakeholder engagement activities and
resources to assist effective complaints
resolution (including the upcoming Complaints
Handling Toolkit for industry) and to improve
accessibility (including for socially isolated
audiences).
Bupa Care Services Australia
the cornerstone of quality aged care. Being
person-centred means that we value and
seek to know each resident well; strive to
understand their experience; anticipate their
needs and support them to retain optimal
personal independence and dignity. This is of
great value for every resident but we recognise
being person centred is essential when we
care for people living with dementia.
during a very emotional time. At this time it is
important to have access to the information
and support you need.
feel will influence your overall impression but
how do you interpret this information?
booklet and App designed to guide people
touring a home to assess the experience by
using a criteria reflective of a person centred