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Better communications with aged care providers, consumers and the public, and fixing “significant” problems with its complaints process are two key improvements urged in a report on the nation’s aged care safety watchdog.
The report into the performance of the Aged Care Quality and Safety Commission by former public servant, David Tune, rejected a proposal by the Aged Care Royal Commission that the Commission be dismantled.
Rather, Mr Tune recommended it be given more time and resources to bed-in the additional functions and responsibilities given to it since then.
At a time when the aged care providers the Commission oversees are struggling to recruit and retain qualified staff, the Tune report identified staffing shortages at the Commission as a pressing problem.
“The Commission currently has a staff vacancy rate of 20%, which results in capability and capacity deficits. In particular, quality assessor staff are difficult to attract and retain,” the report states.
Mr Tune homed in on “significant problems” with the Commission’s complaints process and Serious Incident Response Scheme (SIRS).
“The complaints system must be urgently reviewed,” the report asserts, “to ensure that complaints are triaged appropriately, that complainants have assurance that concerns are being followed up, and the wider community gain trust that matters of concern to older Australians and their families are getting priority attention. There must be regular and more detailed reporting on complaints and SIRS.”