Aged care providers must respect the older people in their care and provide safe, quality services that meet their needs. This includes delivering the level of care and services as outlined in the:
- Strengthened Aged Care Quality Standards - a set of requirements that providers need to meet to make sure older people receive safe and quality care
- Statement of Rights - details the rights that older people have when receiving aged care
- Aged Care Code of Conduct (Code) - describes how aged care providers, responsible persons and workers (including volunteers) must behave and treat people receiving aged care.
Meeting these obligations makes sure that everyone receiving aged care is treated with dignity and respect.
Raising a concern
If you have a concern or complaint about your aged care, it’s your right to raise it with your provider. They must have a complaints process that is easy to understand and use.
When you raise a concern or complaint, your provider must:
- acknowledge your concerns
- handle your concern or complaint openly and honestly
- work with you to resolve the concern
- use it to help them improve.
Raising a concern or complaint is safe, and your provider can’t punish you or treat you differently for it.
Resources
For more information about to expect from your provider in the delivery of safe and quality care we have the following resources:
- Statement of Rights – Video – Introduction for older people
- Aged Care Code of Conduct – Video - What it means for older people
- Aged Care Quality Standards - Fact sheet - Understanding the strengthened Aged Care Quality Standards - Information for older people
