If you live in a residential aged care facility (sometimes referred to as nursing homes), you have the right to expect high quality services, privacy and confidentiality.
You also have the right to make decisions about your own care and lifestyle. If you are a family member or friend who cares for someone who is unable or unwilling to make decisions, then you can assist with those decisions.
Advocare offers you, your family or representatives assistance to raise a concern or make a complaint if these rights are not being upheld.
It is OK to raise a concern or make a complaint – it usually improves services for everyone.
Sometimes facilities may not be aware of the issue you are experiencing. Sometimes you may not understand your rights in full, or be aware of all the options available to you. By speaking to one of our advocates you are standing up for your own rights and creating change for yourself.
Our advocates can help you in a range of ways that suit your needs or your situation such as:
- Supplying information on your rights and options
- Talking through ways you could deal with the issue
- Helping with writing a letter
- Supporting you at a meeting
- Speaking on your behalf
Our services are free and confidential, and you choose how much you would like us involved in working with you to resolve the issue.
If you speak a language other than English we can arrange assistance via the Translating and Interpreting Service.
Joan* lives in a residential aged care home and contacted Advocare with some concerns about her services. Originally she had selected the home as it offered a number of activities and outings. It was important to Joan to keep her mind active and remain connected to the community. However after a while, activities offered to Joan were slowly dwindling and she was not being included in many of the events on offer. Joan had arranged a meeting with the manager of the home, but was frightened to go and had considered cancelling.
Joan spoke to Advocare and talked though her options. She was pleased to find out one of our advocates could be present at the upcoming meeting with the manager to offer support. Feeling a lot more confident, Joan went ahead with the meeting and requested the manager look into why she was not being taken to events and activities.
Joan is now a part of many events and activities and is once again enjoying living at the home.
* All names on this website have been changed to protect privacy