85% are closed within 3 85% are closed within 3 Complaints were managed so months. months. that: 95% are closed within 6 95% are closed within 6 88% were closed within 3 months. months. months. 100% are closed within 9 100% are closed within 9 99% were closed within 6 months. months. months. 100% were closed within 9 months. Consumers and providers are Undertake consumer satisfaction Undertake a yearly consumer Surveys of consumers and satisfied with Advocacy’s surveys with 80% of respondents satisfaction survey with 80% of providers who used/dealt with complaints management processes satisfied with Advocacy’s respondents satisfied with the Advocacy Service reported complaints management Advocacy’s complaints that 92% of the consumers who (which contribute to achievement of Strategic Objective 1). processes. management processes. responded, and 88% of providers who responded, were satisfied Undertake provider satisfaction Undertake a yearly provider with the complaints management surveys with 80% of respondents satisfaction survey with 80% of process. satisfied with Advocacy’s respondents satisfied with complaints management Advocacy’s complaints processes. management processes. Advocacy Output 2.2 Access to Advocacy — Performance Measures SPE 2017/18 Target 2016/17 Comparatives 2015/16 Actual Vulnerable consumers (in aged Advocates visit 75% of certified Advocates visit 95% of certified aged Certified aged care facilities aged care facilities at least once, care facilities at least once, with Advocates visited 100% (617) of care facilities and residential with further visits to facilities as multiple visits to facilities as certified aged care facilities at least disability services) have access to required. required. once in the year ended 30 June advocacy and regular visits from 2016. advocates contribute to Advocates visited 69% (426) of achievement of Strategic Objective aged care facilities more than once 4). in the year 30 June 2016. Certified residential disability services
85% are closed within 3 months. 95% are closed within 6 months. 100% are closed within 9 months. 85% are closed within 3 months. 95% are closed within 6 months. 100% are closed within 9 months. Complaints were managed so that: 88% were closed within 3 months. 99% were closed within 6 months. 100% were closed within 9 months. Consumers and providers are satisfied with Advocacy’s complaints management processes (which contribute to achievement of Strategic Objective 1). Undertake consumer satisfaction surveys with 80% of respondents satisfied with Advocacy’s complaints management processes. Undertake provider satisfaction surveys with 80% of respondents satisfied with Advocacy’s complaints management processes. Undertake a yearly consumer satisfaction survey with 80% of respondents satisfied with Advocacy’s complaints management processes. Undertake a yearly provider satisfaction survey with 80% of respondents satisfied with Advocacy’s complaints management processes. Surveys of consumers and providers who used/dealt with the Advocacy Service reported that 92% of the consumers who responded, and 88% of providers who responded, were satisfied with the complaints management process. Advocacy Output 2.2 — Access to Advocacy Performance Measures SPE 2017/18 Target 2016/17 Comparatives 2015/16 Actual Vulnerable consumers (in aged care facilities and residential disability services) have access to advocacy and regular visits from advocates contribute to achievement of Strategic Objective 4). Advocates visit 75% of certified aged care facilities at least once, with further visits to facilities as required. Advocates visit 95% of certified aged care facilities at least once, with multiple visits to facilities as required. Certified aged care facilities Advocates visited 100% (617) of certified aged care facilities at least once in the year ended 30 June 2016. Advocates visited 69% (426) of aged care facilities more than once in the year 30 June 2016. Certified residential disability services
statement-of-performance-expectations-2017-2018.docx