Your rights and Quality of Care

GraniteHill is a registered aged care provider under the Aged Care Act 1997 (Cth), and accredited by the Aged Care Quality & Safety Commissioner to provide Commonwealth subsidised aged care services. 

Everyone has the right to be treated with dignity and respect in aged care.  The Aged Care Quality Standards define what good care looks like in Australia. They apply to all aged care services that receive funding from the Australian Government.

In addition The Charter of Aged Care Rights (the Charter) sets out the rights of all people receiving Government-subsidised aged care services. The Charter applies regardless of the type of care or service.   The Charter makes it easy to understand what quality care looks like. It also gives clear expectations about the services supplied by aged care providers.

Aged Care Quality Standards

How the standards improve your experience

High-quality care should make you feel safe, well cared for and respected. The 8 standards are designed to make sure you agree with the following statements:

  1. I am treated with dignity and respect and can maintain my identity. I can make informed choices about my care and services and live the life I choose.
  2. I am a partner in ongoing assessment and planning that helps me get the care and services I need for my health and wellbeing.
  3. I get personal, clinical, or both personal and clinical care that is safe and right for me.
  4. I get the services and support for daily living that are important for my health and wellbeing and enable me to do what I want.
  5. I feel I belong and am safe and comfortable in the organisation’s service environment.
  6. I feel safe, encouraged and supported to give feedback and make complaints. I am engaged in processes to address my feedback and complaints, and appropriate action is taken.
  7. I get quality care and services from knowledgeable, capable and caring people when I need them.
  8. I am confident the organisation is well run. I can partner in improving the delivery of care and services.

The Charter

As a person using aged care, I have the right to:

  1. safe and high-quality care and services
  2. be treated with dignity and respect
  3. have my identity, culture and diversity valued and supported
  4. live without abuse and neglect
  5. be informed about my care and services in a way I understand
  6. access all information about myself, including information about my rights, care and services
  7. have control over and make choices about my care and personal and social life, including where the choices involve personal risk
  8. have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions
  9. my independence
  10. be listened to and understood
  11. have a person of my choice, including an aged care advocate, support me or speak on my behalf
  12. complain free from reprisal and have my complaints dealt with fairly and promptly
  13. personal privacy and to have my personal information protected
  14. exercise my rights without it adversely affecting the way I am treated.

Provider responsibilities

Providers must:

  • comply with the Aged Care Quality Standards
  • help people using aged care understand their rights about the services they receive
  • help people using aged care understand their rights under the Charter
  • make sure people using aged care or their representatives are given a reasonable opportunity to sign the Charter
  • sign and give the person receiving care a copy of the charter (representatives can also receive a copy)
  • keep a record of the Charter given to the person receiving care.

Click here to view a copy the Charter of Aged Care Rights

Feedback and complaints

Euroa Health welcomes feedback from all consumers, their families, carers and representatives, and other key
stakeholders and takes all complaints or concerns that may be raised seriously.

Our Complaints Handling Program includes the establishment of an online complaints management system which
allows us to effectively capture, manage and report on complaints. Regular analysis of complaints received and the
implementation of rectification action, where deficiencies are identified, are key to the organisation’s commitment.

We ask that, where appropriate, you first raise the matter directly with a senior staff member by speaking with the
nurse in charge or emailing GHillSeniors@EuroaHealth.com.au
If that is not appropriate, or the issue was not addressed to your satisfaction, please contact our Quality Lead at
feedback@EuroaHealth.com.au or via the feedback form displayed on our web page under Contact Us.

Alternatively, a paper form can be lodged anonymously in the locked box at GraniteHill reception.

All formal complaints will be logged into our complaints management system and managed in accordance with our
Complaints Handling Program. This in turn forms a vital component in our continuous commitment to quality
improvement.
You may also make a complaint to the Aged Care Quality and Safety Commission which provides a free service for
anyone to raise a concern or make a complaint about the quality of care or services provided to people receiving
Australian Government funded aged care.

You can contact the Commission by:

Email: info@agedcarequality.gov.au
Call: 1800 951 822 (free call) and ask to provide feedback on an aged care service

Website: https://www.agedcarequality.gov.au/making-complaint