We aim to provide our consumers with the best possible care at all times. We also welcome your feedback. This helps us continually improve our services by letting us know what works well and what might need to change, to improve the quality and safety of care provided at the South West Healthcare.
Your personal, civil, legal and consumer rights as a consumer are the same as those of any other Australian. A Statement of Rights and Responsibilities has been developed by the Government to protect your rights. These rights are further protected by:
From time to time, an issue may arise which results in a complaint being made. Using Leura Aged Care’s complaints system will generally be the best way to solve most problems. A complaint may be made directly to the person in charge. The complaint will be lodged in accordance with the Leura Aged Care policy.
South West Healthcare has a consumer health advocate in place for complaints. Advocacy services help people to understand their rights and assist Residents and their representatives who think their rights are not being respected.
You can make a complaint to the scheme about anything that may be a breach of an approved provider’s responsibilities under the Aged Care legislation and that affects a person who is, or was receiving Australian Government-funded aged care services.
If you are unsure about any aspects of the scheme and how it operates, you can speak with a complaints officer in the first instance. Complaints can be made by telephone or in writing and you can request that your complaint be kept confidential or anonymous.
Contact the scheme by phoning 1800 550 552 or by writing to the Aged Care Complains Resolution Scheme, GPO Box 9848 in your capital city.
If a problem cannot be solved using Leura Aged Care’s internal complains system, the Aged Care Complains Resolution Scheme is available to help people to make complaints and find solutions. Run by the Australian Government Department of Health and Ageing, the scheme provides a free and accessible complaints system overseen by the independent commissioner for complaints.
If you are not satisfied with how your concerns are being dealt with, complaints about the scheme can also be made. As a first step, you are encouraged to take your concerns to the manager responsible for the scheme in your state or territory, phone 1800 550 552.
If you prefer, or if you feel the issue has not been resolved, you may wish to contact the commissioner for complaints on 1800 500 294.
The Aged Care Complaints Commissioner may also be able to assist you with any complaints you may have. Below are a few frequently asked questions that may help solve your issues.
The Commissioner can assist with concerns about the quality of care or services you are receiving from Australian Government-funded aged care providers such as Leura Aged Care.
You can raise concerns about aged care services you are receiving in your home or in an aged care setting, including:
Your concern may relate to any care or services provided to you by Leura Aged Care, including personal or clinical care, choice of activities, discrimination, catering, communication or the physical environment.
Anyone can raise a concern. You are encouraged to raise your concerns with Leura Aged Care in the first instance. This may achieve a fast and sustainable solution.
This option is open to people receiving care, partners, family, representatives, friends, advocates, staff and volunteers. If you are raising a concern about the care someone else is receiving, you should make sure the person (or his or her representative) knows about it.
If you cannot resolve your concern with us, you can contact the Aged Care Complaints Commission on 1800 550 552. This is a free service.
The Commissioner’s office will explain the process, the resolution options available and what can be achieved. The focus is on resolving your concern in the best interests of the person receiving aged care.
Please provide as much information as you can when you contact the Complaints Commissioner. This helps them to understand your issues and expectations. They will select the options most likely to achieve the best outcome based on the nature of your concern and the risk to the person receiving care.
In some cases, the commissioner will ask us, as the service provider, to resolve your concern. We can also use other options, such as reconciliation, mediation or investigation.
No, you can submit your complaint anonymously or confidentially. However, this can limit what the Commissioner can do to help, so it is best to submit your concern openly.
The Commissioner’s office can explain the differences between open, anonymous and confidential complaints when you call. You can also find information about this at
www.myagedcare.gov.au
If you are not satisfied with how your concerns are being dealt with, complaints about the scheme can also be made. As a first step, you are encouraged to take your concerns to the manager responsible for the scheme in your state or territory, phone 1800 550 552.
If you prefer, or if you feel the issue has not been resolved, you may wish to contact the commissioner for complaints on 1800 500 294.
Phone: 1800 951 822
If you are deaf or have a hearing or speech impairment, you can access help through the National Relay Service. Call 1800 550 660 and ask for 1800 200 422.
Aboriginal and Torres Strait Islander interpreting service call 1800 200 422.
If you need an interpreter, call the Translating and Interpreting Service, 131 450 and ask for 1800 951 822.
For emergency please dial 000
You can also write to:
Aged Care Complaints Commissioner
GPO Box 9848
MELBOURNE VIC 3000
Website: www.myagedcare.gov.au
Advocacy may be able to help you. An advocate can:
Advocacy is free, independent and confidential. An advocate will always seek your permission before taking action. You can call the National Aged Care Advocacy Line on 1800 700 600.
With your permission, the Aged Care Commissioner can phone an advocacy agency on your behalf to explain your concerns and arrange for the agency to contact you.