Opal Board statement regarding independent review
18 August 2017: The Board of Opal Aged Care has today announced it has commissioned an independent review to be undertaken by Nous Group. The review will focus on clinical leadership, customer service and complaints management relating to Opal’s people, culture, and capability.
Nous Group will report to the Board through the Chairman, Peter Shergold AC. An initial assessment will be provided to the Opal Board by late September. It is expected that conclusions will be finalised by early 2018.
In accordance with Opal’s commitment to transparency and openness, the conclusions of the review will be made public.
Opal is proud of its high standards and is committed to continuously improving its clinical care, support and service for almost 6,000 residents across more than 70 homes nationally. Since 2012, Opal has had 834 individual inspections by the Australian Aged Care Quality Agency, both announced and unannounced, and in 99.6% of those visits all required expectations were met.
As an industry leader, Opal also recognises its responsibility to help raise standards across the aged care sector to address some of the key challenges facing the industry. This review will contribute to that goal.
Opal is pleased that COTA Australia, Australia’s peak national organisation representing older Australians, has indicated its willingness to engage with Opal in this process. It will provide valuable input into this review from a consumer advocacy perspective.
The Chief Executive of COTA Australia, Ian Yates AM, said COTA will work with Opal and other providers to address constructively how to improve the aged care sector’s quality processes and in particular how to develop benchmark industry standards to encourage, manage and enhance consumer and family engagement to improve service quality.
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