Our star ratings and what they mean for you

Star Ratings for residential aged care were introduced by the Australian Government in response to recommendations from the Royal Commission into Aged Care Quality and Safety.

Star Ratings support you, your family and caregivers to compare aged care homes and make informed choices about your care.

The system provides an overall star rating between 1 and 5 stars that is based on the following sub-category ratings:

• Residents’ Experience (based on an annual independent survey with residents)
• Compliance (how well we meet our legal and regulatory obligations)
• Staffing (based on the amount of daily care minutes residents receive from nurses and personal care workers)
• Quality Measures (clinical care indicators that reflect residents’ health and wellbeing)

Jimbelunga has an overall rating of 4 stars meaning that we meet or exceed most benchmarks.

Worker screening and training

We require all staff members to provide a NDIS worker screening clearance before commencing employment. These records are verified and maintained to ensure the safety of our residents and compliance with the new Aged Care Act.

Our induction process for new staff includes training around the Statement of Rights, Strengthened Aged Care Standards and Aged Care Code of Conduct as part of our mandatory training requirements. This training ensures that staff understand the expectations and responsibilities involved in providing aged care services and are equipped to uphold the rights of our residents.

Commitment to continuous improvement

Our Continuous Improvement Plan involves establishing and maintaining feedback channels that help to identify any potential issues or gaps and develop solutions.

One channel is through our Resident Advisory Committee, which is made up of residents and representatives who meet regularly to share ideas and discuss improvements they would like to see. The Committee then makes recommendations to Management to consider and action.

We also have a Quality Care Advisory Body (QCAB) that supports and informs our Board by providing advice and suggestions for improvement. The QCAB provides a written report, in compliance with the Accountability Principles 2014, to our Board every six months about the quality of care.

Complaints are also an important source of feedback and we welcome any constructive criticism. Our staff and managers investigate concerns and work to resolve them effectively, allowing us to improve our systems and ensure we meet the needs of residents and their loved ones, all day every day.

See our Feedback page for all the channels available for you to submit feedback and also options for lodging complaints should you feel that you would like to take a matter further and discuss externally.

Our feedback and complaints process includes a prompt response and anyone submitting a complaint is protected under the new Aged Care Act, including through the provision of whistleblower protections that maintain confidentiality and prevent victimisation and discrimination.

Registered supporter role to help with decision-making

The new Aged Care Act introduced a ‘registered supporter role’ that is designed to strengthen supported decision-making for older people. It involves a trusted person such as family member or friend who helps you make and communicate your own choices about aged care.

It was introduced to embed supported decision-making as a right and this person’s role is to help you understand, request, access or share information and to clearly express your wishes.

You can nominate your registered supporter online via your My Aged Care account. If you already had an authorised representative listed in your account, they will automatically become known as your registered supporter.

Information about the registered supporter role is available in our admissions pack or at Reception.