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The Aged Care and Quality Commission has released resources to support providers to enhance their communication with older adults and their supporters, and to meet open disclosure requirements.

Everyone who receives aged care has the right to open communication and support from their aged care provider when issues arise. Open disclosure is the open, honest and empathic conversation that your aged care provider has with older people and their supporters when something goes wrong with a service and has caused your client, or could have caused your client harm. It is an important part of your incident, complaints and feedback procedure and is an important obligation under the Aged Care Act.

The Commission receives a large number of complaints per year relating to communication. Ensure you are supporting your clients and their loved ones by building open disclosure into your policies, procedures and every day practice.

The Commission has released the following resources:

• What is open disclosure? - Video
• Open disclosure - rebuilding trust after something goes wrong
• What to expect from your provider when something goes wrong - fact sheet
• What to expect from your provider when something goes wrong - poster
• Open disclosure: Framework and guidance