Aged Care in Focus

Unresolved Complaints lead to Unannounced Visits

Working with providers to prevent sanctions is the most productive way to maintain compliance. Director and Principal consultant Peter Vincent says that many providers are not seeing the warning signs and responding appropriately to prevent non-compliance.

“The single biggest cause of unannounced visits is from unresolved complaints that escalate to the ACCC Peter says. Providers are not always managing complaints appropriately in many instances and are not moving quickly enough to work with residents and relatives to resolve issues.”

Providers must track complaints that are being received at facility level and have the governance systems in place to provide resources and support to facility staff.

ACMA have been engagedĀ  on many occasions to work to resolve complaints before they escalate tot he ACCC

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ACMA are trusted by providers across the country to maintain or recover non-compliance, develop stronger clinical and governance systems, and to improve business outcomes.