1. A Learning Exercise for Aged Care Workers “Tom’s Story” Next

2. Instructions This exercise presents a common type of complaint that you may encounter as an aged care worker. The exercise is a “choose your own adventure” presentation designed for you to complete at your own pace and in your own time. Some slides will ask you to STOP and think. Some slides will ask you to choose your response to a situation or describe the next step you would take. Move from slide to slide by clicking your mouse or using the arrow keys on your keyboard. Next

3. Tom’s Story Tom is 84 years old and lives in his own home with assistance from aged care provider Green Trees and his family. Tom had a stroke which left him with limited mobility. Until recently, Tom was able to get himself in and out of his wheelchair and off his bed, with carers to help him with his daily activities. He now struggles with this. Although it’s been suggested that he would benefit from taking up a residential care place, Tom wants to stay in his own home. He is nervous about moving to a residential care facility. Next

4. Tom’s Story Tom’s family supports his wishes to remain at home. However, the funds available under his community care package have been stretched to the limit and they are now finding it hard to pay for the home care Tom wants. You meet with the family to discuss Tom’s care arrangements. Tom’s family asks you to provide him with additional carers to help with his transfers. Next

5. Tom’s Story In preparation for the meeting you look into Tom’s care package and talk to your manager about what the service can do for Tom and his family. You discover: Tom’s care package has been spent and there is no capacity to provide additional carers the current level of care and services delivered to Tom mean that Green Trees has met its obligations under the Aged Care Act 1997 (Commonwealth). What is your next step? You inform Tom and his family of the outcome of your review. You inform Tom and his family of the outcome of your review. You take further steps to look for alternative options to help Tom and his family. You take further steps to look for alternative options to help Tom and his family.

6. Tom’s Story During your meeting with Tom and his family, you explain that you are unable to provide more staff to care for Tom and that Green Trees is meeting its obligations. You referred to the care plan and other supporting documents to demonstrate this to Tom and his family. Think about whether this approach would help Tom. What else could you do to help Tom and his family? Next

7. Tom’s Story Tom and his family are unhappy that you cannot provide an additional carer. They make a complaint to the Aged Care Complaints Scheme (the Scheme) about the lack of staffing to meet Tom’s needs. Where the complainant is unhappy with the resolution, it is important to acknowledge their ongoing concern and offer an internal review or help them to access the Scheme (page 11). Think about what possible approach the Scheme could take to resolve this complaint. What could the outcome be? Next

8. Tom’s Story The Scheme confirms that your service has met its obligations under the Aged Care Act 1997 (Commonwealth). Tom’s family is not happy with the outcome and is concerned that his needs are not met. The relationship between your service and Tom and his family is strained. The Scheme continues to work with you and the family to achieve a positive outcome for Tom. What other approaches could you have taken to resolve the family’s concerns? What could the outcome be if you took a different approach? Next

9. Tom’s Story After talking to your manager, you identify the option to provide additional equipment that could improve the safety of Tom’s transfers. Your manager agrees to fund the purchase of a mechanical lifting device and other equipment. You set up a meeting with Tom and his family to discuss the alternative option. You set up a meeting with Tom and his family to discuss the alternative option. You write a letter to Tom’s family to detail the alternative option being implemented. You write a letter to Tom’s family to detail the alternative option being implemented. How do you communicate this information to Tom and his family?

10. Tom’s Story You write a letter to Tom’s family to inform them that the service will purchase additional equipment to meet Tom’s care needs. You list the details of how the equipment will be put in place to help Tom and explain that this means no extra carers are required. How do you think Tom’s family will respond to receiving this letter? Next

11. Tom’s Story Tom’s family is still unhappy that the service cannot provide an extra carer. Offering equipment as an alternative solution did not change their dissatisfaction. Unhappy with the situation and lack of involvement in the decision-making process, they make a complaint to the Aged Care Complaints Scheme. They complain about the lack of staff and poor communication. What do you think the outcome of the family’s complaint will be? Next

12. Tom’s Story The Scheme confirms that your service is meeting the obligations under the Aged Care Act 1997 (Commonwealth). The Scheme identifies the need to improve communication practices with Tom’s family and to ensure that Tom and his family are involved in the decision- making processes. Refer to the Better Practice Guide to learn more about communication and complaint handling (page 15). What might the outcome have been if you had met with the family instead of sending a letter? Next

13. Tom’s Story You set up a meeting with Tom and his family to discuss the alternative option of purchasing equipment. At the meeting you explain how the equipment purchase will assist Tom and his family. You involve all parties in the conversation and directly talk about any concerns Tom and his family may have. What could the family’s response be to the alternative solution of purchasing equipment? Next

14. Tom’s Story Unfortunately, Tom’s family is still dissatisfied that your service is unable to provide an additional carer. They are reluctant to accept the new equipment as an alternative solution. The family makes a complaint to the Aged Care Complaints Scheme about the lack of staff to provide proper care for Tom. What outcome might the complaint to the Scheme bring for you, your service and Tom’s family? Next

15. Tom’s Story The Scheme responds to the complaint and arranges a conciliation meeting between yourself, Tom and his family. During the meeting, the Scheme officer confirms Green Trees has met its obligations under the Aged Care Act 1997 (Commonwealth) and that the offer to purchase additional equipment is going above and beyond the service provider’s obligations. How do you think Tom’s family could react? Could this outcome impact the ongoing relationship with your service? Next

16. Tom’s Story The Scheme officer was able to help Tom and his family understand the situation from your perspective. The officer acknowledged that you have been trying to help Tom to the best of your abilities. As a result, Tom and his family accept the equipment, improving the care and services provided to Tom. The relationship between your service, Tom and Tom’s family benefits from the increased communication. The family now works more closely with you to ensure Tom is appropriately supported in his own home. Next

17. Thanks for completing this exercise. This learning exercise is part of the Better Practice Guide to Complaint Handling in Aged Care for the aged care industry. Find the guide at agedcarecomplaints.govspace.gov.au