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Here are some key reasons why residents should voice their concerns if they're unhappy about an aspect of their care arrangements.
If you’re not sure whether or not to make a consumer complaint, our Advocate Team has collected these examples of why making a complaint to your aged care provider in general, can be beneficial.
Fostering positive change: Raising the issue is the first step toward improvement, and making a complaint is one way to do this.
Service improvement: Complaints are essential for improving services and up-skilling or retraining service provider staff. Constructive feedback helps providers understand where they are falling short and how they can better meet the resident’s or client’s needs.
Creating a safe environment: Making a complaint is not about ‘rocking the boat’. Quality Standard 6 for aged care providers mandates aged care providers must create a safe environment that encourages feedback and complaints.
Empowerment: Complaints empower older people to ensure their aged care provider is delivering safe and high-quality services, allowing them to live the life they choose.
Feeling heard: Regardless of how insignificant a complaint might seem, it’s important for all care recipients to feel listened to and cared for, and to be able to enjoy their day-to-day lives.
Upholding required standards: Complaints can highlight areas where standards are not being met, holding service providers accountable.
Awareness of rights and obligations: Through the process of complaining, consumers can better understand their rights and obligations, leading to a more open and positive relationship with their service provider.
Investigation and resolution: Complaints allow issues to be investigated and addressed, resulting in an improved standard of care.