Resident Rights
Advocacy Services
The Aged Rights Advocacy Service (ARAS) offers a free, confidential and independent service to older people (or their representatives) who are:
- Receiving community based services
- Living in Commonwealth subsidised aged care facilities
- Receiving community aged care packages
- At risk of, or are, experiencing abuse.
ARAS provides advocacy assistance to support older people to uphold their rights and is the South Australian component of the National Aged Care Advocacy Program. The ARAS website provides more information about the range of work that ARAS undertakes, and about advocacy.
South Australia
Aged Rights Advocacy Service Inc.
175 Fullarton Road
DULWICH SA 5065
Phone: (08) 8232 5377 or 1800 700 600 (freecall)
Website:
www.sa.agedrights.asn.au/
Statement of Rights
What the Statement of Rights means for you
The Statement of Rights will help make sure you are at the centre of your aged care.
It gives you the right to:
- make your own decisions about your own life
- have your decisions not just accepted, but respected
- get information and support to help you make decisions
- communicate your wishes, needs and preferences
- feel safe and respected
- have your culture and identity respected
- stay connected with your community.
Independence, choice and control
You have the right to make your own decisions and have control over:
- what funded aged care services you use
- how you access funded aged care services and who provides them
- your money and belongings.
You have the right to get support to make these decisions if you need to.
You also have the right to choose how you live, even if there is some personal risk. For example, choices about your social life and close relationships.
Fair access
You have the right to a fair and accurate assessment to find out what funded aged care services you need.
This assessment should be done in a way that suits you. It should respect your:
- culture and background
- personal experience and any trauma
- cognitive conditions, such as dementia.
You also have the right to get the kind of care you need, when you need it. This includes palliative care and end‑of‑life care.
Safety and quality
You have the right to safe, quality and fair funded aged care services that treat you with dignity and respect.
This includes the right to access funded aged care services that:
- value and support your identity, culture and background
- respect your experience, including any trauma
- are accessible and meet your needs
- are free from violence, abuse and neglect.
You have the right to access funded aged care services from:
- workers with the right training, skills and experience
- providers that meet all the conditions under the aged care laws.
If you feel unsafe when accessing aged care, you can get free support from lawyers, social workers and other specialists. Visit the Attorney-General’s website for more information on protection against elder abuse.
Respect for your privacy and information
Your provider must:
- respect your personal privacy
- protect your personal information, such as information about your health and finances
- allow you to choose when your personal information can be given to someone else, such as an advocate or a lawyer.
You have the right to get records and information about your rights and the funded aged care services you use. This includes how much they cost.
Communication that meets your needs
You have the right to:
- get information in a way you understand
- give feedback.
You have the right to communicate in the language or method you prefer. This includes using interpreters or communication aids if you need them.
You also have the right to meet with your provider and your supporters in a way that suits you. That might mean meeting at a time of day that works best for you.
Support to raise issues quickly and fairly
When there are issues with your funded aged care services, you have the right to:
- get support from your provider
- complain without fear or being punished
- get a quick and fair response to your complaints.
Support and connection with people and community
You may need support to understand your rights, make decisions or make a complaint. You have the right to get this support from an independent advocate or someone else you choose.
You have the right to communicate with your advocate or support person at any time you like.
Providers should respect the role of the people who are important to you. For example, family, friends and carers.
You have the right to stay connected with:
- the people who are important to you
- your community, including by taking part in leisure or cultural activities
- your pets.
Aboriginal and Torres Strait Islander peoples have a right to stay connected with their community, Country and Island Home.
Complaints
Our Vision
Feedback from our residents will be incorporated into the quality improvement system and continual improve the care and services they receive.
Our Policy Statement:
All residents have the right to complain about the care and services they receive, without fear of reprisal or redress and this right will not be reduced due to their incapacity to exercise that right through illness or frailty.
How do I make an internal complaint?
A verbal or written complaint can be forward to Management or Staff at anytime. You can also complete the form here.
If a complaint is received out of hours, care staff will try and address the complaint immediately.
Care staff will then forward this feedback to the Registered Nurse or the Complaints Diversional Therapist when they are next on duty.
Resident and their families will be provided with feedback in writing if requested and or via residents meetings.
All feedback is welcomed as it provides us with an opportunity to improve our care and services to you.
If your complaint is not resolved
On receiving a complaint the Executive Officer, Registered Nurses or Diversional Therapist will try and contact you within 48 hours.
All persons concerned will be interviewed and following appropriate action taken it is hoped a resolution will be achieved.
If your complaint is still unresolved, residents and families will be supported to use an external complaints mechanism to assist in resolving the issue.
Contact Numbers for External Complaints Mechanisms
Aged Rights Advocacy (08) 8232 5377 or 1800 700 600 (freecall)
Aged Care Quality and Safety Commission 1800 951 822 (freecall)
Office of the Commonwealth Ombudsman 1300 362 072 (freecall)
Complaint Resolution Scheme
All Australian Government-funded residential aged care homes are required to establish their own internal complaints handling mechanism. Although using a home’s complaints process may generally be the most effective way to resolve a complaint, residents, their relatives or representatives, can also contact the Aged Care Quality and Safety Commission.
The Commission focuses on resolving complaints by working with those involved to find solutions.The Commission Complaints Process:
- is free and accessible;
- assists residents to clarify concerns and expectations and to make effective complaints;
- can deal with confidential or anonymous complaints; and
- provides mediation services if needed.
For further information, contact the Aged Care Quality and Safety Commission on 1800 951 822 or email info@agedcarequality.gov.au.
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Resident Agreements
What is an accommodation agreement?
The accommodation agreement outlines details of a resident’s room, costs and other accommodation conditions. It’s in addition to the resident agreement, but can be part of the same document.
Agreements are like a contract between the resident and the home and, as such, if you have any concerns about the content of the Agreement you should discuss this with an appropriately qualified person, eg. a solicitor, prior to signing."