Elderly Care in Flanders: Providing Support to Residents
Discover how Rusthuis-Infofoon in Flanders supports approximately 80,000 elderly residents in nursing homes and service flats since 1994. Learn about their mission, accessibility, receiving of information, handling of complaints, and key figures from 2008.
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Care for the elderly in Flanders Approximately 80,000 residents in nursing homes and service flats
Rusthuis-Infofoon 078/15 25 25 Fax: 02/533 36 05 rusthuisinfofoon@vlaanderen.be www.rusthuisinfofoon.be
Mission (since 1994): Being availiable and easily accessible for questions Providing answers and solutions in a professional and client-friendly way Gathering information Seeking answers to questions in the institution first
Accessibility: by phone by writing Fax Mail Website www.rusthuisinfofoon.be In cooperation with: -Supervisors of care for the Elderly team -Inspectorate
RIF receives: Information Notifications Complaints
Notification in case of: Anonymous complaints without the residents safety being threatened. An inspection has already been instructed, ie. for another complaint or as part of the recognition process. In case of a recent regular inspection having resulted in a positive report. For instance: complainant states occupational therapy is lacking, but inspection report states occupational therapy is sufficient, and there is no staff shortage. . Complaints which can only be determined with great difficulty or not at all. Subjective complaints: ie: food contains too much pepper, unpleasant smell in cafetaria.
. Complainant wants to wait before officially lodging a complaint, ie. wants to talk to management first. Notification then seeks to establish whether anything has been resolved. . Complaints that can no longer be redressed but imply no direct danger to residents. Complaint can be resolved by RIF (ie. wrong monthly invoice, written contract not according to legislation.) Inspectorate is notified in order to establish whether the problem has really been solved as agreed between RIF and care provider. (ie.has the written contract been adapted and been presented to all residents?)
Some figures for 2008 Number of calls 2008 Percentage calls 2008 correspondent Family member 543 54,57 Staff 111 11,16 Other 55 8,97 Social service 74 7,44 Elderly person living alone 62 6,23 Visitor 47 4,72 Elderly person in nursing home 75 7,54 Care allocator 16 1,16 Not registered 8 0,80 Volunteer 4 0,40 Total calls 2008 995 100
2008 % Number of information requests 852 85,63% Number of complaints 117 11,76% Number of notifications 21 2,11% Not registered 5 0,50% total 995 100,00 %
Number of calls global overview 2002 2003 2004 2005 2006 2007 2008 Evolution information requests 699 846 675 840 732 1017 852 Evolution of notifications 163 140 100 110 100 63 21 Number of complaint calls 155 148 141 127 89 80 117 Not registered 5 Number of calls 1086 1134 916 1077 921 1160 995 1400 Information Requests Notifications 1200 1000 800 Complaint calls 600 Not registered 400 200 Total 0 2002 2003 2004 2005 2006 2007 2008
Who Called? (1) Type of caller Number of calls in 2008 Percentage 2008 Family member / relative 543 54,57 Employee 111 11,16 Other 55 8,97 Other social service 74 7,44 Elderly living at home 62 6,23 Visitor 47 4,72 Residents 75 7,54 Placement Agency 16 1,16 Not registered 8 0,80 Volunteering 4 0,40 Total number in 2008 995 100
Who Called? (2) 9% 7% Family member 11% Employee 6% Other 5% Other social service Elderly living at home 7% Visitor 1% Residents Placement Agency 1% Not Registered 0% Volunteering 53%
Type of calls : figures for 2008 (1) 2008 % Amount of information requests 852 85,63% Amount of complaints 117 11,76% Amount of notifications 21 2,11% Not Registered 5 0;50% 995 100% total
Type of calls : figures for 2008 (2) Type of calls 21 Information Requests Complaints 5 117 Notifications Not Registered 852
Overview of complaint species in 2008 Complaint species 2008 Amount in 2008 Rights and freedoms 18 10% Financial matters 27 15% Services 68 37% Care and nursing 71 38% total 184 100% Complaint families in 2008 75 Rights and freedoms 50 A m o u n t Financial matters Services 25 Care and nursing 0 2008
Overview of complaints frequency in 2008 Subject of the complaints regarding residential care Number in 2008 Order 1 Hygiene and cleaning 27 2 Staff 20 3 Help and assistance 17 4 Medication 15 5 Billing 12 6 Meals (including diet) 10 7 Wound care 10 8 Behaviour management/staff 8 9 Notice Fee 7 10 Agreement / contract 6
Legitimacy of the complaints (1) 2008 Number % Legitimacy of the complaints regarding residential care Legitimate 81 44% Illegitimate 73 39% Complaint can no longer be identified 20 11% Cancelled/withdrawn 5 3% Under investigation 6 3% total 185 100%
Legitimacy of the complaints (2) Legitimacy of the complaints 6 5 20 Legitimate 81 Illegitimate Legitimate Cancelled Under investigation 73
