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Care for the elderly in Flanders Approximately 80,000 residents in nursing homes and service flats

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

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Care for the elderly in Flanders Approximately 80,000 residents in nursing homes and service flats

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  1. Care for the elderly in Flanders Approximately 80,000 residents in nursing homes and service flats

  2. Rusthuis-Infofoon 078/15 25 25 Fax: 02/533 36 05 rusthuisinfofoon@vlaanderen.be www.rusthuisinfofoon.be

  3. 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

  4. Accessibility: • by phone • by writing • Fax • Mail • Website www.rusthuisinfofoon.be • In cooperation with: • -Supervisors of “care for the Elderly” team • -Inspectorate

  5. RIF receives: • Information • Notifications • Complaints

  6. 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.

  7. . 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?)

  8. Some figures for 2008

  9. Number of calls – global overview

  10. Who Called? (1)

  11. Who Called? (2)

  12. Type of calls : figures for 2008 (1)

  13. Type of calls : figures for 2008 (2)

  14. Overview of complaint species in 2008

  15. Overview of complaints frequency in 2008

  16. Legitimacy of the complaints (1)

  17. Legitimacy of the complaints (2)

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