The recent Senate Inquiry into the Aged Care Bill 2024 has underscored the critical role of effective complaints management in Australia's aged care sector. Led by Complaints Commissioner Louise Macleod, this inquiry sheds light on existing challenges and opportunities for improvement by aged care providers. By examining the 2023-2024 complaints report alongside the inquiry's findings, aged care providers can glean valuable insights into enhancing their operations. 

Key findings 

The Aged Care Bill 2024, introduced by Aged Care Minister Anika Wells, seeks to reform the sector by implementing recommendations from the Aged Care Royal Commission. The Senate Community Affairs Legislation Committee's recent report offers a comprehensive overview of the bill's implications. With 185 public submissions and nine hearings conducted nationwide, the inquiry has highlighted several key areas of concern and opportunity. 

Sustainable funding and compliance 

One major concern is the sustainability of funding within the aged care sector. Providers have expressed apprehension about the costs associated with transitioning to the new system and maintaining compliance. The Department of Health and Aged Care is developing an integrated readiness plan to support this transition. The Senate report acknowledges the need for increased refundable accommodation deposits (RADs) to improve funding, although regional and remote providers may not benefit equally. 

Enforcement and protection 

The inquiry also addressed enforcement issues related to the positive obligation to uphold the Statement of Rights. While some stakeholders welcomed the removal of criminal penalties, others, like Advocacy Tasmania, argue that such measures weaken protections within the aged care system. The role of the Complaints Commissioner remains crucial in upholding older peoples' rights, despite some concerns about enforceability. 

Implications for providers 

The findings from the Senate inquiry have significant implications for aged care providers. Effective complaints management is increasingly vital in maintaining compliance and improving service delivery. With the introduction of the Aged Care Bill 2024, providers must adapt to new regulations and address existing shortcomings. 

Importance of effective complaints management 

The Senate findings emphasise the need for transparent and responsive complaints management systems. Providers should prioritise open communication channels with older people and their families, ensuring concerns are addressed promptly and efficiently. This proactive approach not only enhances older person’s satisfaction but also mitigates potential legal and reputational risks. 

A person-centred approach that fosters trust and collaboration between providers and older people will enable the effective management of complaints. Key strategies include: 

1. Training staff: Equip employees with the skills to handle complaints empathetically and professionally. Regular training sessions can enhance staff capabilities in managing sensitive situations
2. Establishing clear protocols: Develop comprehensive policies and procedures for addressing complaints. Ensure these protocols are easily accessible to staff, older people and their families. 
   
3. Encouraging feedback: Promote a culture of openness by actively soliciting feedback from older people and their families. This can be achieved through regular surveys or informal check-ins. 
   
4. Monitoring and reporting: Implement systems to track complaints and monitor trends. Regularly reviewing this data can help identify areas for improvement and inform strategic decision-making. 
   
   

Action steps for providers 

Based on the insights from the Senate inquiry, aged care providers can take several practical steps to improve governance and compliance: 

1. Review current policies: Assess existing complaints management protocols and identify areas for enhancement. Align these policies with the new legislative requirements outlined in the Aged Care Bill 2024. 
2. Engage with stakeholders: Foster strong relationships with older people, families and advocacy groups. Engaging with these stakeholders can provide valuable perspectives and bolster community trust. 
3. Implement training programs: Prioritise staff training to ensure employees are equipped to handle complaints effectively. Consider partnering with industry experts to deliver specialised training modules. 
4. Leverage technology: Utilise digital tools to streamline complaints management processes. Implement software solutions that facilitate efficient tracking and reporting of complaints. 
5. Stay informed: Keep abreast of developments related to the Aged Care Bill 2024 and other regulatory changes. This ensures providers remain compliant and prepared for future challenges. 

Conclusion