Aged Care Quality Standards
GraniteHill is a registered aged care provider under the Aged Care Act 2024, 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.
Aged Care Quality Standards
The strengthened Aged Care Quality Standards (strengthened Quality Standards) are a set of requirements that explain what good safe and quality aged care looks like.
They make sure that older people receive quality care that is:
- safe
- meets their needs and preferences
- upholds (supports) their rights.
As part of the new Aged Care Act 2024, the Quality Standards were strengthened and are more detailed and measurable. They replaced the previous Quality Standards in place before the start of the Aged Care Act 2024.
There are 7 strengthened Quality Standards:
- Standard 1: The individual
- Standard 2: The organisation
- Standard 3: The care and services
- Standard 4: The environment
- Standard 5: Clinical care
- Standard 6: Food and nutrition
- Standard 7: The residential community
Statement of Rights
The new Aged Care Act includes a Statement of Rights, outlining the rights that older people have when accessing aged care services. The rights help to ensure that older people and their needs are at the centre of the new aged care system.
The Statement of Rights include the right for every individual to have:
- independence, autonomy, empowerment and freedom of choice
- equitable access
- quality and safe funded aged care services
- respect for privacy and information
- person-centred communication and the ability to raise issues without reprisal
- advocates, significant persons and social connections.
Providers have to ensure that their actions are consistent with the Statement of Rights. This includes ensuring that their aged care services are delivered by aged care workers who have appropriate qualifications, skills and experience.
Feedback and Complaints
Euroa Health welcomes feedback, compliments, concerns and complaints from all consumers, their families, carers, representatives, and other stakeholders. We value your input and are committed to listening and responding respectfully, safely, and without fear of reprisal.
We take all feedback and complaints seriously and view them as an important opportunity to improve the quality and safety of our care and services.
Our Complaints Handling Approach
Euroa Health has a documented Complaints Handling Program that is fair, transparent, and accessible. Complaints may be made verbally, in writing, or online, and consumers may choose to have a support person or advocate assist them at any time.
All complaints are:
- Acknowledged promptly
- Logged in our secure complaints management system
- Assessed and managed in line with our Complaints Handling Program
- Responded to within appropriate timeframes
- Used to inform service improvements
We regularly analyse feedback and complaints to identify trends and implement improvement actions where needed. This process is a key part of our ongoing commitment to quality improvement.
Making a complaint will not affect the care or services you receive.
External Complaints
If you prefer, or if you are not satisfied with the outcome of your complaint, you may also contact the Aged Care Quality and Safety Commission. The Commission provides a free and independent service for people to raise concerns or make complaints about Australian Government‑funded aged care services.
Aged Care Quality and Safety Commission
Website: www.agedcarequality.gov.au
Phone: 1800 951 822