We can use a range of different tools and techniques to help people to resolve their concerns, and we will talk to you about the different approaches. Our focus is on reaching the best outcome for the person receiving aged care, as quickly as possible. Complex or more formal resolution processes may take longer.
The best result can be achieved when:
- all parties work cooperatively
- discussions are open
- information is provided in a timely way.
We can use one or more of the following approaches to resolve the issues in a concern.
Early resolution: We can support you to manage the concern. We can:
- make a call to the service provider on your behalf to discuss the issue
- help you clarify the issues
- advise you and the service provider of your rights and responsibilities
- phone an advocacy agency on your behalf.
Service provider resolution: We can ask the service provider to examine the concern within a set timeframe. We encourage concerns to be resolved directly between the complainant and the service provider as this can achieve a faster and more sustainable resolution.
Conciliation: We can help the complainant and service provider to discuss the issues and reach an agreement that resolves the concern. This may involve a few phone calls, informal discussions and/or formal meetings. The Aged Care Quality and Safety Commission documents the process and provides written feedback to the person receiving aged care and service provider.
Investigation: We can investigate an issue. Investigations can be simple, for example gathering information and discussing the issues with both parties; or they can be more complex, involving visits to the service, analysing records and conducting interviews.
Feedback is provided to everyone throughout the investigation, unless you remain anonymous. The Aged Care Quality and Safety Commission will write to both parties to advise the outcome of the investigation.
Mediation: If we are unable to achieve a suitable outcome, we may suggest that the complainant and service provider work with a mediator. Mediation does have a cost which both parties would need to discuss.