nginx-feature-1204-agedcarequality2.govcms7.amazee.io Open in urlscan Pro
151.101.130.3  Public Scan

Form analysis
2 forms found in the DOM

GET /search

<form action="/search" method="get" id="header-search-form" accept-charset="UTF-8" data-drupal-form-fields="edit-keys">
  <div id="remote-search" class="input-wrap">
    <div class="form-item form-item-keys form-type-textfield form-group">
      <input aria-label="Search" placeholder="Search" autocomplete="off" data-drupal-selector="edit-keys" class="typeahead form-control form-text" type="text" id="edit-keys" name="keys" value="" size="60" maxlength="128">
    </div>
  </div>
  <button type="submit">
    <i class="far fa-search"></i>
    <span class="sr-only">Search</span>
  </button>
</form>

GET /search

<form class="mm-searchfield" method="get" action="/search">
  <div class="mm-searchfield__input"><input placeholder="Search" type="text" autocomplete="off" name="keys" aria-label="Keywords"></div>
</form>

Text Content

Skip to main content
Complaints & concerns 1800 951 822Food, Nutrition & Dining Hotline 1800 844 044


SECONDARY NAVIGATION

 * Contact us


Search



MEGA MENU

Main Menu
 * About us Expand submenu for "About us"
   About us
    * Our vision
    * Our people
    * Aged Care Quality & Safety Advisory Council
    * Commission Consultation Forum
    * Quality assessors
    * Corporate documents
    * Our regulatory functions
    * Legislation & policies
    * Procurement reports
    * Gifts and benefits register
    * Careers at the Commission

 * For older Australians Expand submenu for "For older Australians"
   For older Australians
    * Defining quality care
    * Finding quality care
    * Your rights
    * Health & wellbeing
    * Safety in care
    * NDIS & younger people
    * Consumer advisory bodies
    * Resources for older Australians

 * For workers Expand submenu for "For workers"
   For workers
    * Code of Conduct for workers
    * Reporting incidents
    * Education & training for workers
    * Food, nutrition & dining
    * Resources for workers

 * For providers Expand submenu for "For providers"
   For providers
    * Aged care service requirements
    * Charter of Aged Care Rights for providers
    * Quality Standards
    * Code of Conduct for Aged Care
    * Workforce responsibilities
    * Provider governance
    * First Nations resource hub
    * Serious Incident Response Scheme
    * Financial & Prudential Standards
    * Clinical governance
    * Food, nutrition & dining
    * Approval & accreditation
    * Assessment & monitoring
    * Non-compliance
    * Education & training
    * Resources for providers

 * News & publications Expand submenu for "News & publications"
   News & publications
    * Latest news
    * Media releases
    * Reports
    * Quality Bulletin
    * Compliance Management Insights
    * Regulatory Bulletins
    * Letters from the Commissioner
    * Clinical alerts
    * Order resources
    * Resource library

 * Get involved Expand submenu for "Get involved"
   Get involved
    * Consultation & Engagement Hub
    * Commission webinars
    * Commission conferences
    * Volunteers in Aged Care

 * Contact us Expand submenu for "Contact us"
   Contact us
    * Media requests
    * Complaints & concerns
    * Feedback about the Commission
    * General queries & media requests
    * Access to information
    * Translation services & accessibility
    * Request a speaker or representative
    * Report fraud

Make a complaint


COVID-19 PREPAREDNESS


WHAT RESIDENTIAL AGED CARE PROVIDERS NEED TO KNOW

Read the latest Regulatory Bulletin


COVID-19 PREPAREDNESS


WHAT RESIDENTIAL AGED CARE PROVIDERS NEED TO KNOW

Read the latest Regulatory Bulletin
Listen



AS THE NATIONAL REGULATOR OF AGED CARE SERVICES, WE PROTECT THE HEALTH, SAFETY
AND WELLBEING OF OLDER AUSTRALIANS.


FOR OLDER AUSTRALIANS

Support for people receiving aged care, their families and carers.


FOR WORKERS

Guidance and support for workers in delivering safe, quality aged care.


FOR PROVIDERS

Provider obligations and responsibilities in delivering safe, quality care.


FIND A REPORT ABOUT AN AGED CARE SERVICE.

Search for performance information about individual aged care services. This
includes information on assessment activities, accreditation decisions and other
historical information.

Find a report


LATEST UPDATES


REGULATORY BULLETIN: INFRINGEMENT NOTICES

Our latest Regulatory Bulletin explains what we consider and how we issue an
infringement notice to a provider or person that has not complied with their
aged care obligations, what is included and how to respond if you receive a
notice from us.


READ THE LATEST QUALITY BULLETIN

The Quality Bulletin shares important information with aged care providers about
their responsibilities, our work as the national regulator, and changes
affecting the aged care sector.


NEW STRENGTHENED QUALITY STANDARDS GUIDANCE TOOL

This draft guidance tool is intended to support providers to comply with the
strengthened Quality Standards.


HOW TO RAISE A CONCERN OR COMPLAINT.

It's okay to raise a concern or make a complaint about aged care.

Making a complaint can improve the quality of care and help other people with
the same problem. You can make a confidential or anonymous complaint if you
wish.

Make a complaint


COMPLAINTS ABOUT AGED CARE SERVICES LAST MONTH

943
New complaints received last month
1,392
Open complaints being worked on
1,071
Complaints closed last month*

*some complaints closed may have been
received in previous months

94%
Enquiries finalised within 7 days
77%
Complaints finalised within 60 days
73%
Customer survey responses with rating of satisfied or higher
80%
Complaints finalised with a positive outcome for complainant


A NEW REGULATORY STRATEGY FOR AGED CARE

This webinar introduced our new draft Regulatory Strategy. This document
describes how we will deliver on our commitment to safeguard and protect older
people. It outlines how we hold providers and workers to account and how we will
engage with them. Importantly, it also tells older people and their families, as
well as providers and workers, what they can expect from us.


LATEST REPORTS


SECTOR PERFORMANCE

The Commission’s Sector Performance Report for Quarter 3 (January - March 2024)
is now available.


SIRS INSIGHTS REPORTS

Information to help providers compare reporting habits and arrangements with
sector averages.


COMPLAINTS ABOUT AGED CARE HOME SERVICES

Read our new report which provides information, insights and data on complaints
received about aged care home services.


OUR FOOD, NUTRITION AND DINING HOTLINE IS OPEN 9AM–5PM, MONDAY TO FRIDAY

Call the Hotline on 1800 844 044
Share this page
Share on Twitter



Share on Facebook



Share on LinkedIn



Send an email



 

Acknowledgement of Country

In the spirit of reconciliation, the Aged Care Quality and Safety Commission
acknowledges the Traditional Custodians of Country throughout Australia and
their connections to land, water and community. We pay our respect to their
Elders, past, present and emerging and extend that respect to all Aboriginal and
Torres Strait Islander peoples. 

Subscribe to the Quality Bulletin
and Compliance Management Insights

Subscribe


THE COMMISSION

 * Contact us
 * Careers at the Commission
 * Translation services
 * Glossary


USING THIS WEBSITE

 * Privacy
 * Terms of use
 * Freedom of Information
 * Public Interest Disclosure
 * Commonwealth Child Safe Framework
 * Legal Services Expenditure
 * Copyright
 * Notice of collection

Back to top


COMPLAINTS ABOUT AGED CARE SERVICES LAST MONTH

943
New complaints received last month
1,392
Open complaints being worked on
1,071
Complaints closed last month*

*some complaints closed may have been
received in previous months

94%
Enquiries finalised within 7 days
77%
Complaints finalised within 60 days
73%
Customer survey responses with rating of satisfied or higher
80%
Complaints finalised with a positive outcome for complainant
Complaints1800 951 822
Food Hotline1800 844 044
Make a complaint
Menu
 * About us
 * For older Australians
 * For workers
 * For providers
 * News & publications
 * Get involved
 * Contact us

About us
 * Our vision
 * Our people
 * Aged Care Quality & Safety Advisory Council
 * Commission Consultation Forum
 * Quality assessors
 * Corporate documents
 * Our regulatory functions
 * Legislation & policies
 * Procurement reports
 * Gifts and benefits register
 * Careers at the Commission

Legislation & policies
 * New Aged Care Act

For older Australians
 * Defining quality care
 * Finding quality care
 * Your rights
 * Health & wellbeing
 * Safety in care
 * NDIS & younger people
 * Consumer advisory bodies
 * Resources for older Australians

Your rights
 * Charter of Aged Care Rights
 * Aged Care Quality Standards

Health & wellbeing
 * Medication: it's your choice
 * Food & nutrition
 * Infection prevention and control

Safety in care
 * Serious incidents
 * Minimising restrictive practices

For workers
 * Code of Conduct for workers
 * Reporting incidents
 * Education & training for workers
 * Food, nutrition & dining
 * Resources for workers

Food, nutrition & dining
 * Food, nutrition & dining resources

For providers
 * Aged care service requirements
 * Charter of Aged Care Rights for providers
 * Quality Standards
 * Code of Conduct for Aged Care
 * Workforce responsibilities
 * Provider governance
 * First Nations resource hub
 * Serious Incident Response Scheme
 * Financial & Prudential Standards
 * Clinical governance
 * Food, nutrition & dining
 * Approval & accreditation
 * Assessment & monitoring
 * Non-compliance
 * Education & training
 * Resources for providers

Aged care service requirements
 * Aged care homes
 * Home services
 * Flexible care
 * Services for NDIS participants

Quality Standards
 * About the Quality Standards
 * Consumer dignity & choice
 * Assessment & planning
 * Personal care & clinical care
 * Services & supports for daily living
 * Service environment
 * Feedback & complaints
 * Human resources
 * Organisational governance
 * Non-compliance with the Quality Standards
 * Case studies
 * Strengthened Quality Standards
 * Assessment and planning
 * Consumer dignity and choice

Workforce responsibilities
 * About workforce responsibilities
 * 24/7 registered nurse cover & care minutes

Provider governance
 * Governing body determinations
 * Request a determination
 * The assessment process
 * Governing for Reform in Aged Care Program
 * Independence and conflict of interest

Governing for Reform in Aged Care Program
 * Program overview
 * Modules
 * Flip guides
 * Topic guides
 * Practical tools
 * Podcasts
 * Webinars
 * For the Board Kit
 * What's New
 * Subscribe

Serious Incident Response Scheme
 * An introduction to the SIRS
 * About the Serious Incident Response Scheme (SIRS)
 * Roles in the SIRS
 * SIRS in residential & home services
 * SIRS provider resources
 * Incident Management Systems
 * Reportable incidents

Incident Management Systems
 * About Incident Management Systems
 * IMS resources
 * Building a safety culture
 * Responding to incidents
 * Recording incidents
 * Analysing incidents
 * Preventing incidents
 * Closing the loop
 * Resources

Reportable incidents
 * About reportable incidents
 * Inappropriate use of restrictive practices
 * Psychological or emotional abuse
 * Missing consumers
 * Neglect
 * Stealing or financial coercion
 * Unexpected death
 * Unexplained absence from care
 * Unlawful sexual contact or inappropriate sexual conduct
 * Unreasonable use of force
 * Support tool

Support tool
 * Home services incident selection
 * Residential services incident selection

Home services incident selection
 * Inappropriate use of a restrictive practice
 * Missing consumer
 * Neglect
 * Psychological or emotional abuse
 * Stealing or financial coercion by a staff member
 * Unexpected death
 * Unlawful sexual contact or inappropriate sexual conduct
 * Unreasonable use of force

Residential services incident selection
 * Neglect
 * Psychological or emotional abuse
 * Stealing or financial coercion by a staff member
 * Unexpected death
 * Unexplained absence from care
 * Unlawful sexual contact or inappropriate sexual conduct
 * Unreasonable use of force

Financial & Prudential Standards
 * About the Financial & Prudential Standards
 * Financial viability support for aged care providers
 * Permitted use of refundable deposits
 * Targeted Reviews & Audits
 * Governance Standard
 * Liquidity Standard
 * Disclosure Standard
 * Records Standard

Clinical governance
 * Antimicrobial stewardship
 * About clinical governance
 * Infection, prevention & control
 * Dealing with infectious outbreaks
 * Inappropriate use of restrictive practices
 * Medication management
 * Avoiding common wound management mistakes
 * Restrictive practices provider resources

Infection, prevention & control
 * IPC resource collection
 * IPC location based guidance
 * Partnerships in care

Dealing with infectious outbreaks
 * Examples of innovation
 * Visitor access
 * Visitor restrictions
 * Visiting essentials

Inappropriate use of restrictive practices
 * The power of words & insight: caring for people living with dementia

Food, nutrition & dining
 * Residential aged care food services discussion paper
 * Why meals matter
 * Food, nutrition & dining resources for providers
 * Menu and Mealtime Review Program
 * Targeted Assessment Contacts program
 * Food for thought - positive stories

Food, nutrition & dining resources for providers
 * Residential aged care food services discussion paper

Residential aged care food services discussion paper
 * Food, nutrition & dining resources

Food for thought - positive stories
 * Addressing malnutrition in older people: a vital focus for quality care
 * Nourishing connections: The vital role of social dining in aged care
 * Cultural considerations in Food, Nutrition and Dining
 * Thickened fluids: Supporting choice, nutrition, hydration and safety
 * Keep your fluids up!
 * Celebrating successes in engaging people to improve food, nutrition and
   dining
 * Celebrating with food
 * Dementia, eating and nutrition 
 * Food for thought – Supporting people living with dementia to eat and drink
   well 
 * Food for thought – Using technology to improve the dining experience
 * The Happy Hour Trolley
 * A voice and a choice: Enhancing resident food and dining experiences
 * Dining experience - hot toast and fresh coffee
 * Dining with dignity - texture modified meals
 * Consumer voice - Improving food, dining, nutrition through resolving
   complaints
 * Meals that evoke residents' memories

Approval & accreditation
 * Accreditation & re-accreditation
 * Becoming an approved aged care provider
 * Notifying us of certain matters
 * Revocation of Approved Provider Status
 * Accreditation of commencing services
 * Re-accreditation of residential service
 * Accreditation fees

Becoming an approved aged care provider
 * About approved aged care providers
 * How to apply
 * Completing the application form
 * Application fees
 * Our 4-stage approval process

Notifying us of certain matters
 * Notification form guide

Accreditation fees
 * Cost recovery for accreditation

Assessment & monitoring
 * Assessment process
 * Quality reviews
 * Quality indicators
 * Review audits
 * Site audits
 * Star ratings
 * Review requests
 * Continuous improvement
 * Self-assessment

Non-compliance
 * Find a report
 * Banning orders
 * Non-compliance decisions
 * Enforceable undertakings
 * Complaints directions

Banning orders
 * Aged Care Register of banning orders

Non-compliance decisions
 * Non-Compliance Decision Log archives

Education & training
 * Online learning
 * Workshops
 * Resources

Online learning
 * Online learning - Registration for providers

Workshops
 * Effective Incident Management Systems
 * Strengthened Quality Standards in Practice
 * Monitoring performance
 * SIRS in home & residential services
 * Quality & safety in home services: 5 key areas of risk
 * Understanding the Quality Standards
 * Workshop terms and conditions

News & publications
 * Latest news
 * Media releases
 * Reports
 * Quality Bulletin
 * Compliance Management Insights
 * Regulatory Bulletins
 * Letters from the Commissioner
 * Clinical alerts
 * Order resources
 * Resource library

Reports
 * Sector performance
 * SIRS Insights reports
 * Enriching life through care
 * Complaints about aged care services report

Quality Bulletin
 * Aged Care Quality Bulletin #67 - July 2024
 * Aged Care Quality Bulletin #66 - June 2024
 * Aged Care Quality Bulletin #65 - May 2024
 * Aged Care Quality Bulletin #64 - April 2024
 * Aged Care Quality Bulletin #63 - March 2024
 * Aged Care Quality Bulletin #62 - February 2024
 * Aged Care Quality Bulletin #61 - January 2024
 * Aged Care Quality Bulletin #60 - December 2023
 * Aged Care Quality Bulletin #59 - November 2023
 * Aged Care Quality Bulletin #58 - October 2023
 * Aged Care Quality Bulletin #57 - September 2023
 * Aged Care Quality Bulletin #56 - August 2023
 * Aged Care Quality Bulletin #55 - July 2023
 * Aged Care Quality Bulletin #54 - June 2023
 * Aged Care Quality Bulletin #53 - May 2023
 * Aged Care Quality Bulletin #52 - April 2023
 * Aged Care Quality Bulletin #51 - March 2023
 * Aged Care Quality Bulletin #50 - February 2023
 * Aged Care Quality Bulletin #49 – January 2023
 * 2022
 * 2021
 * 2020
 * 2019

Compliance Management Insights
 * Compliance Management Insights - July 2024
 * Compliance Management Insights - June 2024
 * Compliance Management Insights - May 2024
 * Compliance Management Insights - April 2024
 * Compliance Management Insights - March 2024
 * Compliance Management Insights - February 2024
 * Compliance Management Insights - January 2024
 * Financial and Prudential Regulatory Insights – December 2023
 * Financial and Prudential Regulatory Insights – November 2023
 * Financial and Prudential Regulatory Insights – October 2023
 * Financial and Prudential Regulatory Insights – September 2023
 * Financial and Prudential Regulatory Insights – August 2023
 * Financial and Prudential Regulatory Insights – July 2023
 * Financial and Prudential Regulatory Insights – June 2023
 * Financial and Prudential Regulatory Insights – May 2023
 * Financial and Prudential Regulatory Insights – April 2023
 * Financial and Prudential Regulatory Insights – March 2023
 * Financial and Prudential Regulatory Insights – February 2023
 * Financial and Prudential Regulatory Insights – January 2023
 * Financial and Prudential Regulatory Insights – December 2022
 * Financial and Prudential Regulatory Insights – November 2022

Clinical alerts
 * Impact of COVID-19 subvariants
 * Summer clinical alert: Caring for older people in hot weather
 * Transcribing & dispensing errors
 * Hot water scalding
 * Warfarin shortage
 * Preventing equipment failures
 * Keeping residents safe this summer
 * Ensuring first aid capabilities to manage choking risk in residential aged
   care
 * Incontinence associated dermatitis & pressure injury
 * Behaviour support plans
 * Heaters & burns

Get involved
 * Consultation & Engagement Hub
 * Commission webinars
 * Commission conferences
 * Volunteers in Aged Care

Consultation & Engagement Hub
 * Standards Guidance Consultation

Commission conferences
 * National Aged Care Provider Conference 2024
 * National Aged Care Provider Conference 2023

Contact us
 * Media requests
 * Complaints & concerns
 * Feedback about the Commission
 * General queries & media requests
 * Access to information
 * Translation services & accessibility
 * Request a speaker or representative
 * Report fraud

Complaints & concerns
 * The complaints process
 * What to do if you have a complaint
 * Good complaints practice
 * How we deal with complaints
 * Reviews and complaints about us