Consumer Advisory Committee

Why we need Advisory Committees?

From 1 December 2023, approved residential care providers must establish a Consumer Advisory Committee that meets at least once a year.

RSL LifeCare has two formal committees—the Consumer Advisory Committee and the Quality Advisory Committee. These committees include residents, clients, families and representatives from both Residential Care and Home and Community Services. They provide structured opportunities to share lived experience and influence service quality.

Over the past year, we have strengthened our engagement framework to meet the requirements of the Residential Care and Other Legislation Amendment.

Consumer feedback is essential to improving care. In addition to formal committees, RSL LifeCare gathers input through resident forums, service-level feedback mechanisms and the feedback form available on our website.

RSL LifeCare CEO Janet Muir states:

“These measures are not only about meeting Government directives. They are about shaping the future of RSL LifeCare and the residential care sector. They aim to improve residents’ lived experience and ensure access to safe, quality care.”

What is 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.

Who will the members be?

Each group includes a range of representative members who will be current residents or clients or nominated representatives of a current resident or client.

How are applicants selected to become members? 

Expressions of Interest forms will be reviewed against set assessment criteria such as the applicant’s background, motivation for expressing interest and understanding of RSL LifeCare’s vision to enrich the lives of veterans and seniors. Expressions of interest from residents and clients will be given precedence over those from representatives.

Our aim is to represent the diversity of the people to whom we provide services, including various geographic locations, people living with dementia and people who belong to cultural or special interest groups.

This means that even a strong application may not be successful. All applicants will be notified of the outcome of their expression of interest.

The expression of interest will occur annually.

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.

• 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 three times per year. Attendance will be online.

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.

For more information visit:

https://www.agedcarequality.gov.au/older-people/consumer-advisory-bodies