HDC Conference 2015

Improving the Consumer Experience

Breakout session CAged care: a consumer perspective

9 March 2015

Aged Care: a consumer perspective

Rose WallDeputy Commissioner, HDC

Sue ChetwinCEO, Consumer NZ

Kilian de Lacy Aged Care Representative,

HDC Consumer Advisory Group

Aged Care Complaints Received by HDC

Number of complaints about rest homes each year

2009/2010 2010/2011 2011/2012 2012/2013 2013/20140

200

400

600

800

1000

1200

1400

1600

1800

2000

• Complaint events typically occur over extended time frame

• Multiple issues/aspects of complaint• Multiple Code Rights engaged• Multiple providers involved• Information from multiple parties reviewed• Consumer often not able to engage with

complaint process

Specific considerations for rest home complaints

Issues complained about in rest home complaints

• Communication – Failure to communicate effectively with family

• Complaints process – Inadequate response to complaint

• Facility issues– Staffing/training issues

• Non clinical care – Hygiene needs not met; – Neglect

Issues identified by HDC in rest home complaints

• Inadequate policies/procedures and policies/procedures not followed

• Inadequate staffing levels or skill mix• Inadequate supervision of staff/inadequate

staff training• Care plans not completed/implemented• Poor communication between staff• Inadequate documentation

Recommendations made by HDC in rest home complaints

• Apologise to consumer or their family for the care received

• Reviews of policies/procedures e.g. review of restraint policies, documentation policies

• Development of policies/procedures e.g. accessing medical care out of hours

• Audit e.g. audit staff compliance with policies/procedures

• Provision of information to HDC e.g. provide evidence of the effectiveness of improvements made following a complaint

• Training/professional development e.g. ensure all staff undergo regular training on policies/procedures, documentation

HDC Approach

HDC contributes to the achievement of a safe consumer-centred system in a unique way:

• Complaints resolution

Promote and protect consumer rights

• Safety and quality improvement

Strengthen the system so that it continually improves

• Public protection

Watchdog role

www.hdc.org.nz