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    Letter and poster collection

    Care recipients and representatives are actively encouraged to contribute to decisions made by residential aged care homes and home care services about the care and services they receive. This ensures a strong continuous improvement approach for providers, as well as a focus on the needs and preferences of care recipients.

    We listen to 55,000 care recipients and their families every year when we visit residential aged care homes as part of our assessment of homes.

    Use our series of letters (and posters for residential aged care homes) available in 20 community languages to inform care recipients and representatives.

    Residential aged care homes:
    For re-accreditation audits, approved providers must take all reasonable steps to inform each care recipient or their representative at least 21 days in advance of the planned audit, including:

    • the date or dates of the audit; and
    • the opportunity for residents and representatives to talk confidentially to an assessor.

    We provide a poster that must be prominently displayed in the home, and a letter to be sent to care recipients and their representatives. The poster and letter is available in 20 community languages. Homes must use the words supplied on the letter and poster.

    For announced assessment contacts, approved providers must display a poster about the assessment contact as soon as they are notified of the visit. For unannounced visits, the team leader will give a copy of the poster to the approved provider to display on the day of the visit. The poster is available in 20 community languages. Homes must use the words supplied on the poster.

    Home care services:
    For quality reviews, providers must take all reasonable steps to inform each care recipient or their representative of the planned quality review. Providers may choose to notify care recipients and representatives the moment they receive confirmation of the date or dates of the quality review but must ensure this is done at least 21 days before the first day of the visit.

    We provide a letter to be sent to care recipients or representatives that includes:

    • the date or dates of the quality review; and 
    • the opportunity for care recipients and their representatives to talk confidentially to a quality reviewer.

    This letter may be sent on the provider’s letter head. The letter is available in 20 community languages. Services must, as a minimum, include the words supplied in the letter.

    For assessment contacts in the form of a site visit, providers must inform each care recipient or their representative about the visit. We provide a letter to be sent to care recipients or representatives with the notification of an assessment contact at least 14 days before the proposed visit. This letter must be sent to care recipients or representatives as soon as practical.