Watchdog uncovers issues with GenU aged care

A watchdog has highlighted a number of issues with aged care services provided by Geelong-based organisation GenU.

The aged care watchdog has found issues with care provided by GenU. Pictured is the organisation’s headquarters in Belmont. Picture: Alison Wynd

The aged care commission has uncovered multiple issues with services provided by Geelong-based organisation GenU.

The watchdog issued the provider non-compliance notices for the “ongoing assessment and planning with consumers” standard, following an assessment of its home care in July.

GenU home care and a number of services it provides that fall under the Commonwealth Home Support Programme – including specialised support services, allied health and therapy and some programs offering respite and social supports – were found non-compliant with an aged care requirement relating to assessment and planning.

The relevant requirement states: “Assessment and planning, including consideration of risks to the consumer’s health and wellbeing, informs the delivery of safe and effective care and services.”

Aged care commissioner Janet Anderson. Picture: NCA NewsWire / Gary Ramage

A report from the commission noted: “The assessment team analysed evidence that consumer files do not consistently reflect the completion or review of individual consumer assessments or care planning to deliver safe and effective services.”

An audit of Costa House, GenU’s residential aged care facility in Lara, conducted in April found it non-compliant with the following requirements:

WHERE meals are provided, they are varied and of suitable quality and quantity;

THE service environment is safe, clean, well maintained and comfortable and enables consumers to move freely, both indoors and outdoors; and,

THE workforce is planned to enable – and the number and mix of members of the workforce deployed enables – the delivery and management of safe and quality care and services.
“There were insufficient staff to meet consumers’ needs in a timely manner,” a report from the commission said.

“Staff interviewed also provided mixed feedback with most staff describing they were rushed, stressed, unable to assist consumers at their preferred times and when shifts are uncovered, it was difficult to complete their work.”

A GenU spokesperson said it was committed to ensuring high-quality and safe service delivery to clients and to addressing all issues identified through formal audits as well as ongoing feedback from residents, clients, and family members.

“The non-compliances identified in July’s audit indicated areas where improvement was required – however, these have not impacted GenU’s accreditation status with the Aged Care Quality and Safety Commission,” they said.

“GenU continues to monitor its service standards, implement continuous improvement measures, and invest in initiatives that will further lift standards and, in turn, address non-compliances identified.”

The spokesperson said this included a current focus on care planning and recruitment to effectively manage staffing levels and workload.

“Follow up audits and the most recent survey of Costa House residents confirm there have been improvements seen over the past few months,” they said.

Aged Care Quality and Safety Commissioner Janet Anderson. Picture: Britta Campion / The Australian

Aged Care Quality and Safety Commissioner Janet Anderson said whenever the commission found an aged care provider that was not meeting their legal obligations to provide safe and quality care and services, it took action that was proportionate to the risk to consumers.

“Providers that are found non-compliant must make improvements to achieve compliance as soon as possible,” she said.

“If a provider cannot demonstrate to the commission that it has made, or is making progress to address shortcomings in its care, the commission will take further regulatory action.

“This can include directing the provider to agree to specific requirements within set time frames; issuing a sanction that suspends payments of government subsidy for new aged care consumers at a service; shortening a service’s accreditation period; or, in cases of serious ongoing and wilful non-compliance, the revocation of approved provider status that renders the provider ineligible to continue providing care to government subsidised aged care consumers.”

Anyone with a concern about an aged care service can contact the commission on 1800 951 822 or visit www.agedcarequality.gov.au

Originally published as Watchdog uncovers issues with GenU aged care