Visit by the Aged Care Quality and Safety Commission

We recently wrote to our home care package Members and their Authorised Representatives to let them know that the Aged Care Quality and Safety Commission (the Commission) is planning to visit Five Good Friends as part of its programme of regular reviews for all approved providers of Home Care Packages.

The purpose of this visit is to assess and ensure the quality of care and services being provided to our Members meets the Aged Care Quality Standards. This is a standard procedure for the Commission, and we welcome the visit.

We are pleased to let our Members and representatives know of this activity and the opportunity to participate in the review if they wish to. The visit will take place on Friday 22nd March and Monday 25th of March 2024. The Commission is interested in hearing from them (or their representative) should they wish to provide any feedback on the quality of care and services provided by Five Good Friends.

This process is completely optional. They can choose to do any of the following:

• Call the Commission on 1800 951 822 and press option 2 to provide feedback over the phone.
• Contact Five Good Friends on 1300 787 581 and request a meeting in person at our South Brisbane office, or by phone, with a Quality Assessor on the day. If by phone, we will take their preference of morning or afternoon.
• Complete the Commission’s consumer experience online survey. You will need to enter the Commission ID 700948 to access the survey. You can access the survey via the link for Home Services here or you can scan the QR code below.

• Write to the Aged Care Quality and Safety Commission, GPO Box 9819 in your Capital City.
• Do nothing and choose not to provide feedback on the quality of care provided to you, on this occasion. (Please feel free to choose this option if you wish). If Members (or their representative) decide to provide feedback, the Commission will respect the privacy of their information and will not share details with Five Good Friends unless they specifically agree to this, or where they are concerned about their safety, health or wellbeing.

For information on the Commission’s privacy policy and practices please refer to the Commission’s website agedcarequality.gov.au or contact the Commission via phone on 1800 951 822 and press option 2.

If you need interpreter assistance, please call the Translating and Interpreting Service (TIS) on 131 450 and ask for the Aged Care Quality and Safety Commission.The Commission is a separate entity from My Aged Care.

The Commission does not determine your level of care, funding or government benefits. These will not be affected by your decision in response to this letter.

At Five Good Friends, two of our values are that we are trustworthy because we are mindful, transparent and safe, and that we are real people who bring our best authentic selves to work with meaning and purpose.

We are pleased to share this opportunity with our Members and encourage them to take part if they wish.

Kind regards,

William Garton

Head of Aged Care and Quality