Consumer Advisory Committee

What is a Consumer Advisory Committee?

RSL LifeCare’s Consumer Advisory Committee will provide a source of meaningful engagement with residents or clients, or their family and representatives. Members of the advisory groups will provide a lived experience perspective about the quality of care and services, in addition to reviewing resources that will be used by residents and clients and identifying opportunities for improvement.

The Consumer Advisory Committee will meet at least once each year for around two hours per meeting. Members will receive financial reimbursement for each meeting they attend and can attend in person or online. Residents and clients can also request support to attend meetings.

The location for the meeting will be confirmed before each meeting. We anticipate most meetings will take place at our Head Office located at 120 Pacific Highway, St Leonards, Sydney.

Please note: The Consumer Advisory Committee is not a platform to resolve individual concerns. Such concerns are to be addressed through conversations with our compassionate staff or by completing a feedback form.

What is the Quality Care Advisory Committee?

Members of the Consumer Advisory Committee will nominate one or two members to represent them on the Quality Care Advisory Committee. This committee reviews the quality of care and

services provided by RSL LifeCare and provides a written report to the Consumer Advisory Committee at least every six months in relation to:

• Better for life and clinical care outcomes.
• Performance in the National Mandatory Quality Indicator Program.
• Management of reportable incidents.
• Staff turnover and availability of registered nurses and allied health professionals.
• Feedback and complaints.
• Food and nutrition.
• Compliance with the Residential Care Quality and Safety Standards.
• Progress of the continuous improvement plan.

Quality Care Advisory Committee reports will include matters raised by The Consumer Advisory Committee and a written response explaining how they have considered the matters in their decision-making will be presented in subsequent meetings.

What does being a member involve?

Each member will act in the best interests of the broader RSL LifeCare care community by using their lived experience to identify areas for improvement that will strengthen the quality of care and services. Members are also expected to:

• Attend meetings or let us know if they cannot attend.
• Review documents provided before the meetings (with support from staff as required).
• Respect the confidentiality of meetings.
• Declare any conflicts of interest.

Members can suggest agenda items for the meetings and will be encouraged to provide feedback about the performance of the Consumer Advisory Committee. The advisory group does not have decision-making authority and members cannot make public comments on behalf of RSL LifeCare, and if found doing so, will be removed from the body.

How often will meetings be held and how can I attend?

The Consumer Advisory Committee will meet once per year for around two hours per meeting. Members can attend in person or online and residents and clients can request support to attend. Members will receive reimbursement for their time and travel expenses to the value of $100 for each

meeting attended. Meetings will only be held if at least half of the people attending are residents, clients and/or representatives. Cancelled meetings will be rescheduled wherever possible.

If attending in person, meetings will likely be held at the RSL LifeCare Head Office at:

120 Pacific Highway St Leonards, Sydney NSW 2065

The meeting location will be confirmed before each meeting. RSL LifeCare Board members may attend Consumer Advisory Committee meetings but will not be members.

What if I have an individual concern to raise?

The Consumer Advisory Committee is not a platform to resolve individual concerns. Such concerns are to be addressed through conversations with our compassionate staff, or by completing a feedback form online. Printed copies of our feedback form are available at our service locations.