One of Australia’s largest aged care providers has refunded or credited more than $190,000 to almost 350 residents as part of reviewing Higher Everyday Living Fee (HELF) arrangements following scrutiny by the Aged Care Quality and Safety Commission.

The Commission’s reviews have led to services being restored or made available at no additional cost to residents, and changes to charging practices and agreements.

Aged Care Quality and Safety Commissioner Liz Hefren-Webb said the outcomes reinforced the importance of providers critically reviewing their charging practices and taking decisive action when issues are identified.

“Our regulatory and complaints work is focused on protecting residents, ensuring the standard service offer meets the requirements of residents and ensuring providers meet their obligations” the Commissioner said.

“When concerns are identified, providers must move quickly to address them. That means thoroughly reviewing their practices, identifying all residents who may have been affected, and taking meaningful steps to remediate any harm.

“Providers must take proactive steps to identify everyone who may have been impacted and ensure they receive appropriate remediation.”

The Commission’s ongoing regulatory work has also identified instances where providers may have acted with good intentions but nevertheless failed to meet their obligations under the law.

The Commissioner said a provider’s willingness to cooperate and undertake early remediation would be considered when determining the Commission’s response but would not prevent stronger regulatory action where the circumstances warrant it.

“Providers that identify a problem should act immediately to prevent any further impact on residents, notify the Commission, and commence remediation without delay.”

The Commission continues to assess information received from residents, families, supporters, and other sources.

“Information from the community helps us identify where intervention may be needed,” the Commissioner said.

“I encourage residents and their supporters to continue raising concerns. Even if an individual issue has been resolved, the information may point to a broader practice affecting other older people.”

Anyone with concerns about an aged care service can contact the Aged Care Quality and Safety Commission on 1800 951 822 or visit www.agedcarequality.gov.au.

Media enquiries: media@agedcarequality.gov.au

Further information

HELF arrangements

More information about HELF is available on the Department of Health, Disability and Ageing website here.

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the regulator of aged care services in Australia, responsible for protecting and enhancing the safety, health, wellbeing and quality of life of people receiving aged care.

More information about the Commission is available at: www.agedcarequality.gov.au.