Introduction of Aged Care Quality Standards and Charter of Aged Care Rights empower consumers to explore alternatives.
New protections for older Australians receiving aged care services have come into effect and LiveWell Care is urging aged care consumers to be proactive when it comes to asserting their rights and making decisions about their care.
The new Aged Care Quality Standards and a new Charter of Rights came into effect on 1 July. The Quality Standards focus on outcomes for and engagement with consumers, including requirements that aged care providers treat people with respect and dignity, provide safe and appropriate care, and proactively consult with people regarding their care.
The Charter enshrines consumers’ rights to dignity, control and freedom from abuse. It also stipulates that consumers be informed of their rights and encouraged to make complaints with service providers without any adverse effects.
LiveWell Care Managing Director, Angus Kerr, sees this as a step in the right direction to increase transparency and accountability in the sector, which the new Standards require.
“The new Standards and Charter of Rights put consumers at centre of the conversation and decision making. As a result, it has given consumers the confidence to ensure their rights are being respected. We are already seeing consumers vote with their feet and take their Home Care Package funding from providers who they feel do not measure up” said Mr Kerr.
“The introduction of the Charter and the requirement of all providers and consumers to co-sign it, has generated conversations about expectations and ultimately the performance of Aged Care providers. Although consumers now have a one-stop shop in the Aged Care Quality and Safety Commission, which handles complaints, we are finding unsatisfied consumers are reacting by moving to another provider, as opposed to going down the reconciliation or official complaints route with their current provider”
“If consumers feel providers are not meeting their quality and safety obligations, I strongly encourage them to contact the Aged Care Quality and Safety Commission on 1800 951 822 but don’t let this process hold you back in exploring your options with other providers. There are currently over 800 Home Care Package providers in Australia who are desperate to court your business, it is about finding the one who can tailor their services to meet your needs and expectations.”
LiveWell Care is an independent aged care consultancy service that supports individuals and their families navigate the community aged care sector. If you are not happy with your Home Care Package provider and wanting support in finding a provider that will meet all your needs then call 0400 640 379 or contact enquries@livewellcare.com.au