Complaints about the CIS
Consumers, experts and industry groups are all calling for an overhaul of the aged care complaints system.
The Commonwealth’s aged care complaints system has come under fire from experts and aggrieved family members.
A program on the ABC’s Four Corners highlighted concerns about the inadequacies of the two-year-old Complaints Investigation Scheme (CIS).
Professor Alan Pearson from the University of Adelaide, who was a panel chair on the previous aged care complaints system, said the CIS is a flawed system.
“It is a scheme that goes in and checks the degree to which the facility is complying with the aged care standards in terms of its systems and processes,” he told the ABC.
“They’re not going in and investigating the complaint, they’re going in and investigating compliance with standards.”
The industry too has reiterated its criticism for the current complaints process.
The CEO of Aged and Community Services Australia (ACSA), Greg Mundy said it was “unfortunate” that family members of aged care residents felt compelled to seek media coverage to have their concerns addressed.
“The aged care industry has consistently alerted the Government to the inadequacies of the current complaints investigation system,” Mr Mundy said.
“Last year the National Aged Care Alliance, comprising all the stakeholders in aged care – providers, consumers, professional groups and unions – proposed the process be redesigned to provide a positive opportunity to resolve problems and improve the delivery of aged care services through an independent body.”
Despite the concerns that were raised, the Minister for Ageing Justine Elliot described the existing quality and complaints process as “robust”.
“I’ve already brought in a whole range of measures in terms of strengthening that system, and including last year looking at reviewing the Accreditation Agency,” she told the ABC.
The limited powers of the aged care commissioner, Rhonda Parker also came under scrutiny on the program.
Although the commissioner is able to review CIS decisions, her recommendations are not binding and the Department of Health and Ageing can reject them.
However Ms Parker rejected the claim that she was a toothless tiger, noting that the majority of her decisions are heeded.
“Those instances [where the department ignores my advice] are…not the overwhelming example or experience,” she said.
In fact, the commissioner’s most recent annual report showed that the department accepted her recommendations in 87 per cent of the cases it processed during 2007-08.
