The Aged Care Quality and Safety Commission’s Complaints about Aged Care – Year in Review (July 2023-June 2024) report has highlighted a rise in complaints, particularly within residential care. By closely examining the complaints data, providers can better understand the needs of those they serve and take strategic action to improve care quality, organisational culture, and resident satisfaction. Here, we explore the key complaints, the importance of open disclosure, and how aged care providers can use feedback to build a culture of continuous improvement.
Understanding the Key Complaints in Residential Aged Care
The increase in complaints from family members and representatives of aged care residents underlines several critical issues. Among these, the top three complaints were:
1. Medication Management: Families expressed significant concerns about how medications were being administered, highlighting the importance of precision and individual attention in healthcare.
2. Personal and Oral Hygiene: Basic care and hygiene, critical to a person’s dignity and comfort, emerged as the second most common concern.
3. Staffing Levels: Many family members felt there were not enough staff to provide adequate, attentive care to residents.
The top 10 complaint issues for residential care are shown below:
Additional common complaints included food quality, responsiveness to resident needs, and timely communication with families. Notably, 52% of complaints were filed by family members or representatives, reflecting their crucial role in advocating for their loved ones.
Transforming Complaints Into Opportunities for Improvement
To use complaints as a catalyst for meaningful change, aged care providers should adopt a structured approach to analysing and learning from this feedback. Here are key steps in this process:
1. Data Analysis to Identify Patterns and Trends
Providers can use complaints data to pinpoint recurring issues and uncover underlying causes of dissatisfaction. For example, a high frequency of hygiene or medication error complaints may indicate a need for additional training, more staff, or new operational procedures. Regularly assessing and comparing these trends to industry standards can provide a benchmark for improvement efforts.
2. Encouraging Open and Transparent Disclosure
Open disclosure is essential in fostering trust with residents and their families. When issues arise, providers should promptly and honestly communicate the nature of the problem, the steps taken to address it, and the actions to prevent recurrence. An effective open disclosure approach includes:
- Responding with honesty and empathy
- Clearly explaining the issue and the steps to resolve it
- Keeping communication channels open throughout the resolution process
Open disclosure not only strengthens relationships with families but also demonstrates the provider’s commitment to accountability and transparency.
3. Involving Families and Residents in Care Improvement
Engaging residents and their families in care-related decisions can lead to better outcomes and help tailor services to meet resident expectations. Providers can gather feedback through:
- Surveys and focus groups that encourage honest sharing of concerns and ideas
- Informal conversations to capture immediate feedback and areas for improvement
- Advisory bodies for families, allowing regular input on policies, procedures, and care standards
Regular interactions foster a more inclusive environment where residents feel heard, enhancing satisfaction and trust.
Involving Families and Residents in Care Improvement
Engaging residents and their families in care-related decisions can lead to better outcomes and help tailor services to meet resident expectations. Providers can gather feedback through:
- Surveys and focus groups that encourage honest sharing of concerns and ideas
- Informal conversations to capture immediate feedback and areas for improvement
- Advisory bodies for families, allowing regular input on policies, procedures, and care standards
Regular interactions foster a more inclusive environment where residents feel heard, enhancing satisfaction and trust.
Building a Culture of Continous Improvement and Accountability
Effective complaint management goes beyond fixing immediate issues; it requires building an organisational culture prioritising ongoing improvement and quality care. Here’s how providers can work towards this goal:
1. Person-Centred Care as a Core Value
Placing the resident at the heart of every decision helps providers create policies and practices that truly meet the needs of those they serve. This approach promotes collaboration, allowing residents to participate actively in care decisions.
2. Leadership and Ethical Standards
Leadership plays a critical role in setting a positive culture. Leaders must embody and model the organisation’s values, ensuring all staff understand and commit to high ethical standards. The Aged Care Code of Conduct serves as a guide, reinforcing expectations for compassionate, respectful care. Leaders should frequently remind staff of these standards and emphasise the importance of respectful, person-centred interactions.
3. Regular Policy and Procedure Evaluation
Policies should be evaluated and updated to support continuous improvement. Governing bodies should periodically assess their efficacy, considering feedback from complaints, resident feedback, and evolving best practices. This ensures that procedures stay relevant and effective in meeting resident needs and regulatory standards.
4. Tracking Progress and Sharing Outcomes
Tracking improvements following feedback or complaints is essential for accountability and progress measurement. Providers should set clear timelines for implementing improvements and establish mechanisms to monitor their effectiveness. Sharing outcomes with residents and families shows transparency and builds confidence in the provider’s commitment to quality.
Creating a High-Performing, Compassionate Care Environment
To meet the rising expectations of families and regulators, aged care providers should cultivate an environment of respect, transparency, and ongoing improvement. By putting the older person at the centre of care decisions, encouraging open disclosure, and actively learning from complaints, providers can strengthen their capability to deliver compassionate, high-quality care.
Regularly involving families, staff, and governing bodies in discussions about complaints data and improvement strategies creates a collaborative culture that values dignity and respect. Addressing complaints and using them as stepping stones toward lasting, positive changes is the path to better aged care services.
In this way, aged care providers can turn challenges into opportunities, ensuring that their services continuously evolve to meet the needs and preferences of residents and their families.
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