CASS RACF – visit by a Federal Minister and unannounced visit by the Quality Agency

Growing numbers of aged care clients are seeking quality services, however, media reports are identifying cases of neglect and non-compliance. This unwelcome news has made clients and their families apprehensive, and government departments eager to monitor services for seniors to ensure providers are doing the right thing. Compliance teams work quietly behind the scenes, making unannounced visits to aged care facilities.  

The CASS Residential Aged Care Facility (RACF) received not one, but two recent visitors – one unannounced. The Honourable Ken Wyatt AM MP, Federal Minister for Aged Care, visited us on 1 November 2017, as arranged. He toured the RACF and visited the Hua An Seniors Group and our Campsie Child Care Centre. He was clearly impressed by the wide range of services we provided, catering for the needs of the whole community, from children to seniors. He praised our innovative ideas and excellent services, noting the opportunities for old and young to get together. He encouraged our team to continue our good community work. 

The day following the Minister’s visit, there was a surprise visit to the RACF by the Quality Assessor of the Australian Aged Care Quality Agency. She was received by our Facility Administration Manager, Ms Chung.

Ms Chung smiled with satisfaction as she remembered the visit, which included observation, examination of records and random interviews with ten residents and four staff members. After eight long hours of scrutiny, the Quality Assessor said that the services of CASS had passed the tests with flying colours. Excellent performance was especially noted in managing challenging behaviours, complaints and related records. The Assessor said that all the interviewees had provided positive feedback.

The CASS Board of Directors was excited and encouraged by these two visits. Our Chairperson, Dr Bo Zhou, was especially pleased. He said, “Our excellent performance is the result of the concerted efforts of management, staff members and volunteers. We will continue to work together to ensure that high quality services are provided for those in need in the community.”

Dr Zhou also spoke of less positive matters. “Over the past year, CASS has been receiving anonymous letters containing false accusations against our RACF and our Foundation Chairperson and Honorary Executive Director, Mr Henry Pan. These made-up stories are intended to smear the Facility, using groundless accusations to discredit Mr Pan.” 

“Words are cheap; actions reveal the truth. These anonymous letters led to an unannounced visit being made in February to our RACF, and maybe the recent second visit. These have shown that our RACF is operating well, with positive feedback being received on both occasions. The Quality Assessor shared our view that the anonymous letters were meaningless.” 

“Our services have earned the increasing trust and respect of government departments. Mr Pan continues to do what he has been doing for the past 30-plus years: working tirelessly for the community, contributing his time, energy and money to charitable causes. His integrity and selfless contribution have been acknowledged by community leaders. Positive responses from government and the community are our best defences against malicious attacks and baseless allegations.”

CASS will continue to adhere to its mission and its principles, working hard to improve still further. We are always prepared for any visitor, expected or unexpected.