Some Otago home-based care
agencies do not investigate client complaints using a third
party, suggesting a top-level recommendation for a
standardised complaints system was warranted, Age Concern
Otago social worker Marie Bennett says.
The auditor-general this week released a performance audit
report of home-based support services which said while
services generally appeared to be adequate, a lack of
information made the situation unclear.
The report recommended DHBs worked with the sector to develop
a complaints service that older people felt confident using.
When contacted, Mrs Bennett said some agencies chose to deal
with issues in-house, rather than calling in a third party,
and this made the process less transparent.
"Sometimes it's actually easier when it's an outside person
dealing [with an issue] and [providers are] funded by the DHB
so, ... in my mind, the DHB should know what's going on."
An open system encouraged a better outcome for all concerned,
including carers sometimes wrongly accused of theft.
"It would be an open system. It's not about any kind of
witch-hunt. I'm all for communication and keeping people in
the picture."
The most common complaint Mrs Bennett heard was clients asked
to sign time sheets indicating the carer spent longer at the
home than they actually did. Some were told time spent at the
home did not matter as long as the carer completed their
work, which was unacceptable.
Another issue was clients unwilling to speak up if they did
not get on with their carer.
Mrs Bennett emphasised the vast majority of carers did an
excellent job and did more work than they were paid for. Some
care agencies were more open than others in resolving
complaints.
Southern DHB funding and finance general manager Robert
Mackway-Jones agreed with the report's recommendation.
"I am interested in working collaboratively to set up a
system and this discussion will need to be taken up by the
networks both within the South Island and nationally."
The board planned to implement recommendations of a report
commissioned from Auckland University.
- eileen.goodwin@odt.co.nz
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