The new management of Blue Haven Illawarra has responded quickly to two recent complaints about the daily operations of the residential aged care facility (RACF), both of which have been referred to the Aged Care Commission, to bring in a new era of openness.

A series of meetings have been arranged with residents of the RACF and the independent living units (ILUs), and their families, for management to receive more feedback and discuss any issues raised ahead of the accreditation process early next year.

“I am keeping an open mind and am hopeful I hear some positive items and learn about some details on our service and sites that may need our attention,” says Council’s CEO Jane Stroud.

“We know from the findings of the Royal Commission that transparency and ensuring open lines of communication and complaint is essential in the provision of aged care services to the elderly.

“These forums give our Blue Haven residents a way to talk to us, and ensure that our obligations in meeting the Act are delivered.”  

She and Kerrin Hunter, Blue Haven’s Chief Operating Officer (COO), will be holding these meetings, known as Listening Posts, to identify any concerns, address issues and develop a clear plan of action. This process in the aged care industry is known as open disclosure.

Open disclosure is a requirement under the Aged Care Quality Standards, which aims to promote a clear and consistent approach to open communication with customers, encourages them to give positive and negative feedback about the care and services they receive and helps organisations to keep improving and resolve issues.

“I take complaints very seriously and would like to use this moment, together with Blue Haven COO Kerrin Hunter, to listen to residents and carers, not just in the RACF at Bonaira, but also those who reside in our Independent Living Units (ILUs) at Terralong Street and Bonaira.

“No business is perfect. Blue Haven is no exception to this, but we are looking to learn from any mistakes, listen to what needs to improve, and address our customer’s needs.

“Blue Haven can thrive off customer feedback, identifying issues, highlighting strengths or weaknesses and helping us focus our actions and workforce improvements, so that we can be prepared for accreditation at the RACF, and better manage the business.”

Bushman, the therapy horse, visiting residents of the RACF earlier this year

Blue Haven residents, as well as their families and loved ones, are being invited to the Listening Posts to speak with senior management about any challenges as well as positive aspects of the care they receive. Online Zoom meeting for those who can’t attend in person. The first meetings are being held this week, with other meetings scheduled for December.

“It is our absolute priority to ensure the health, happiness and wellbeing of all our residents in our ILUs and at the RACF, and we have done and will continue to work with our residents, alongside their families and loved ones, to provide the best possible care,” says Ms Hunter.

All feedback will be gathered and presented to the new Blue Haven Board, who will be working closely with the COO and CEO on strategic direction and operations of the business.

“We know the best way to drive positive change is to value customer feedback and complaints and have open conversations with our customers,” says Ms Stroud.

“The next few months for our service at the RACF especially are critical as we prepare for accreditation processes.”