Operational issue

Several daily business operations must be fulfilled

in order to run an organization
We believe Saint Genesius Aged care also operates
daily following the vision and mission set out by it
involves a 24 hour shift plan according to which
there are three shift to be covered by the care
provider
shift overlaps to facilitate the handover of
information between staffs also involves
management in the aged care interacting with the
visitors visiting the client
cross checking the work of the carer
new admissions and handling paperwork regarding
residents and employees as well
 Problem caused
• Unbalanced workload
• Incomplete staff duties
• Shift management problem
 Complaint issue
• almost inevitable to not have any complaints or resident
related problems every once in a while
• The aged care facility mostly gets complaints from the family
members, residence themselves and seldom from the staff
• According to the annual report of aged care quality for the
year 2017/2018 there was a complaint of total 5,779
o complaint made by family member or representative of
resident was 3253 (56) per cent
o 1083 complaints which represents 19 percent and was made
by care recipients.
o Remaining 25 per cent of complaints were from source not
open.
o This number 5779 complaints was an increase of 23 per cent
from the year 2016/2017
 Problems

• Problems caused by complaint if not handled

properly
• problematic for the aged care organization as it
may affect both the residents as well as the staffs
along with its own reputation
• if the complaints made by family members and
residents are not handled within the organization
they may report it to the royal commission who
looks after the well being of the elderly
population
 STAFFING ISSUE

• ANMF national aged care survey 2019(final

report) shows the inadequate staffing is
increased by 67.8 % in 2019 from 2016
• As the registered nursing staff are being replaced
by less qualified staff
• Lack of qualified staff as RN, the care workers
having to take on greater clinical responsibilities
• As a result, the resident care is being
compromised.
• lack of guidance from management, staff may
ignore their work and leave their work for other
staff to complete
• it which will decrease their morale
• If complaints won’t be handled properly the
blame may all be put on the staff if management
don’t support them, even when it is not their
fault, causes frustration, lead to incomplete work,
• morally unmotivated to complete the work
 LINKAGE
• these are some of the issues faced by Saint Genesius
Aged care and problem faced by the aged care because
of those issues
• Interrelated
• problems for other managers and organization
• problem in operating activities daily
• operating issues will then lead to complaints
• If the complaints are not handled properly due to work
overload, the blame may all be on the carer, and staff
turnover may increase as staffs becomes dissatisfied,
frustrated and unhappy with the working situations.