Aged care homes

You can ask the provider for the accreditation status of the home or access reports and find information about the process on the Commission’s website – agedcarequality.gov.au

Quality standards

The Aged Care Quality Standards were introduced in 2019 as a new measure of quality in aged care.

The eight new standards have a much stronger focus on consumers to help them make informed decisions about aged care services.

It gives consumers confidence that aged care providers will work in partnership with them and their families to deliver care that supports their health, wellbeing and quality of life.

The new Quality Standards include the following focus areas:

Consumer dignity and choice

Ongoing assessment and planning with consumers

Personal care and clinical care

Services and supports for daily living Organisation’s service environment

Feedback and complaints

Human resources

Organisational governance

Each of the standards looks at three key aspects:

What is the outcome for the consumer

What are the expectations of the organisation

What are the organisational requirements to show that the standard has been met

The new standards revolve around consumers, their families and the staff providing care.

This partnership between the provider and consumer needs to work in order for the eight areas to succeed.

All Government funded aged care homes and home care services are measured against the new standards, and organisations must be able to provide evidence of their compliance and performance with the Quality Standards.

Charter of Rights

Supporting the Aged Care Quality Standards is a single Charter of Aged Care Rights, protecting the rights of consumers receiving aged care services and their right to be properly looked after, treated well and given high quality care and services.

All aged care providers have to provide a personally signed copy of the Charter of Rights to every one of their residents or care recipients.

The Charter covers 14 fundamental protections stating all older Australians receiving any type of Government funded aged care supports have the right to:

1. Safe and high quality care and services;

2. Be treated with dignity and respect;

3. Have your identity, culture and diversity valued and supported;

4. Live without abuse and neglect;

5. Be informed about your care and services in a way you understand;

6. Access all information about yourself, including information about your rights, care and services;

7. Have control over and make choice about your care and personal and social life, including where the choices involve personal risk;

8. Have control over, and make decisions about, the personal aspects of your daily life, financial affairs and possessions;

9. Your independence;

10. Be listened to and understood;

11. Have a person of your choice, including an aged care advocate, support you or speak on your behalf;

12. Complain free from reprisal and to have your complaints dealt with fairly and promptly;

13. Personal privacy and to have your personal information protected;

14. Exercise your rights without it adversely affecting the way you are treated.

You should receive a copy of the Charter signed by your provider, and you or your representative will be asked to sign the Charter to acknowledge that your provider has given you information about your rights in relation to the aged care service under the Charter.

As a consumer, you have the option of signing the Charter of Aged Care Rights, however, even if you choose not to sign the document you can still access care and services.

Call the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au for more information.

Complaints

If you have concerns or are unhappy about the standard of care you are receiving, you or your representatives are strongly encouraged to firstly take all complaints to the facility management for resolution.

It’s always best to address concerns rather than leaving it to escalate. If you don’t feel comfortable to deal with it yourself, you can ask an advocacy service to help you.

If the matter is not resolved, you can then make complaints to the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au .

Anyone can make a complaint about anything that may constitute a breach of the service provider’s responsibilities to past or present residents.