Positive Ageing - Rest Home Concerns or Complaints

If you have a relative or friend in care and you think something is not right, or that service or facilities are not up to standard, raise your concerns with the management of the rest home.

All homes are required to have a complaints process.

However, do make sure you first know what was agreed in the admission agreement with the home; it should make clear what service and care the rest home occupant should receive.

Don’t be afraid to voice your concerns. Don’t let a small issue become a big cause for complaint.

It can be helpful to take a second person with you when you meet the rest home manager to discuss a concern. You may wish to arrange an advocate to accompany you.

The Health and Disability Commissioner’s Office has a free and confidential advocacy service where a trained advocate is available. There is a Nelson-based advocate who deals with Marlborough cases and travels here as required:

• Contact Judith Oliver Ph: 03 544 4116

Age Concern Marlborough can also provide an advocate:

• Contact Helen North Helen North, Ph: 03 579 3457

If your complaint is not resolved there are other steps that can be taken

For concerns about quality of care go to the Health and Disability Commissioner:

• Office of the Health & Disability Commissioner, Freephone 0800 112 233
• www.hdc.org.nz/complaints/making-a-complaint

For concerns about what services the home should provide to a resident:

• Jane Large, Portfolio Manager for Health of Older People at NMDHB. Ph: 03 546 1858.

For issues relating to costs and charges, remember that the admission agreement should specify all charges.

For complaints about costs either:

• Seek private legal advice
• Go to the Disputes Tribunal (formerly known as Small Claims Tribunal) through the Blenheim District Court

Other sources of free advice:

• Citizens Advice Bureau
• Community Law Office
• Eldernet www.eldernet.co.nz