Feedback and Concerns
If a resident or representative wants to provide general feedback they can speak to any member of staff, speak to the manager or Coordinator of the service.
They can also fill in a Concerns, Complaints and Suggestions form at the residential care facility.
If the matter is not resolved to their satisfaction, or they have further feedback, they can contact the Head of Operations on (02) 9832 5418.
If for any reason they are dissatisfied with the outcome they can then write to our Chief Executive Officer.
In the unlikely event that a matter cannot be resolved to their satisfaction, or the person would prefer to make an external complaint, they can contact The Aged Care Quality and Safety Commission.
More information is available at: Feedback and Complaints
Whistle-blower Policy
The OLOC Whistle-blower policy covers current and former employees, volunteers, suppliers, relatives, representatives or anyone associated with OLOC who wishes to report a potential breach of the Aged Care Act.
The Whistle-blower policy allows anyone who is aware of a possible wrongdoing to have confidence to speak up knowing that they are supported by OLOC and the whistle-blower legislation. OLOC will take all reasonable steps to protect the identity of a Whistle-blower, effectively protecting them against adverse actions for making a disclosure.
A Whistle-blower may make a Disclosure at any time in relation to any Reportable Conduct. Disclosures may be made verbally or in writing and should include the dates, times, places, persons, and any other relevant information about the Reportable Conduct. Disclosures can be made to a senior manager of OLOC, OLOC’s audit team, OLOC’s Whistle-blower protection officer or to our EAP.
A Whistle-blower may make a Disclosure anonymously, and OLOC will investigate an anonymous disclosure in the same way as if the Whistle-blower had revealed their identity.
Incident Management System
OLOC works to ensure a proactive approach to managing and resolving incidents in a blame free culture, preferring to use incidents to improve our care, services and systems. Consumers have a right to feel safe – consumers, their representatives and staff are encouraged and supported to let us know if they have concerns for their own or another person’s safety.
Incidents can be disclosed by anyone who has observed or suspects an incident or recognises that an error may have caused harm.
Incidents are reported to the Registered Nurse or Manager who will investigate and instigate appropriate action and report them to the consumer or consumer’s representative as soon as possible after the incident. Incidents are investigated by a Senior Manager and those affected by the incident are provided with immediate and ongoing support. If an incident is meets the Serious Incident Response Scheme (SIRS) criteria, the incident may also need to be reported to the Aged Care Quality Commission and relevant authorities.