Creating positive change with restorative engagement in aged care

By Katie Airey, Senior Manager

In a Commission webinar last year, the concept of restorative engagement was briefly introduced. Traditionally, aged care has focused on identifying non-compliance and enforcing standards, with open disclosure becoming a key practice for acknowledging errors. However, as the sector evolves, restorative engagement is emerging as a complementary approach.

Most residential aged care and home care providers know open disclosure—transparently communicating incidents, apologising, and outlining preventive steps. Restorative engagement builds on this by not only addressing harm but also rebuilding relationships, restoring trust, and involving older people in shaping remedies. The Commission’s New Aged Care Regulatory Model: how it will work webinar on 14 November 2024 highlighted this concept.

Here, we explore its meaning, significance in the new regulatory landscape, and how it supports person-centred, rights-based care.

From compliance to person-centred care

Open disclosure requires providers to address failures, meet standards, and resume operations when issues arise. While effective, this approach can overlook the relational aspects of care. The Royal Commission into Aged Care Quality and Safety called for a person-centred model, reflected in the upcoming Aged Care Act and regulatory guidance. Restorative engagement aligns with this shift, placing older people at the centre and valuing their input in determining outcomes.

What Restorative Engagement?

Inspired by restorative justice and relational dispute resolution, as noted in the Commission’s Regulatory Strategy 2024-25 and recent OPAN webinars, restorative engagement addresses harm—such as substandard care or unmet needs—beyond a simple apology. It involves:

• Acknowledging harm: Recognising an incident’s impact, validating the older person’s experience, and respecting their dignity.
• Listening deeply: Encouraging dialogue where older people, families, or representatives share perspectives on the incident and desired changes.
• Involving older people in solutions: Empowering them to shape remedies that restore trust and feel meaningful.
• Agreeing on remedies: Implementing relevant solutions—e.g., improved care or communication—to rebuild confidence.
• Preventing recurrence: Learning from incidents to drive continuous improvement and uphold quality.

How does it differ from open disclosure?

Open disclosure is often viewed as a cornerstone of transparency and honesty when issues arise. It involves:

• Explaining what happened
• Acknowledging fault or error
• Apologising sincerely
• Outlining steps for prevention

Open disclosure typically ends once the provider has communicated the facts and their response. In contrast, promotes a two-way dialogue, involving the older person in shaping solutions. While open disclosure acknowledges errors, restorative engagement focuses on repairing the relationship and supporting the older person.

Why it matters in the new regulatory environment

The new aged care regulatory model and the Commission’s associated approach are founded on a rights-based, person-centred philosophy. Restorative engagement aligns strongly with these goals:

1. Rights-based approach:
   With older people’s rights are explicitly acknowledged in the new legislation, upholding these rights becomes everyone’s responsibility. Restorative engagement supports these rights by involving older people in decision-making, honouring their agency, and ensuring their experiences shape the services they receive.
2. Person-centred care and continuous improvement:
   The Commission’s risk-based, relational regulation encourages providers to not only meet standards but also continuously improve. Restorative engagement transforms incidents into opportunities for growth, enabling providers to learn more about individual needs, preferences, and expectations.
3. Trust and transparency:
   Openly acknowledging issues and collaborating on solutions shows older people and their families that their well-being is a priority, fostering trust, better communication, fewer escalations, and a stronger provider reputation.
4. Better outcomes for all:
   When providers adopt restorative engagement, older people are less likely to feel isolated, unheard, or resentful. Staff members also experience a more supportive culture, where learning from mistakes is encouraged rather than avoided.

How to implement Restorative Engagement

Restorative engagement extends familiar principles like open disclosure into a collaborative framework. Here’s how providers can start:

1. Train staff in restorative principles:
   Staff must understand the difference between apologising versus actively engaging with older people to determine the right remedy. Conduct training sessions that cover empathy, effective listening, conflict resolution, and the basics of restorative practices.
2. Embed Restorative Engagement in your complaints procedures:
   Review your current complaints and feedback policies. Revise them to include steps inviting older people into the resolution process and documenting their preferred outcomes.
3. Encourage a culture of continuous improvement:
   Foster a culture that views every incident or complaint as a chance to improve. After resolving an issue, invite your team to discuss: What did we learn? How can we prevent similar issues? How can we share these insights across the organisation?
4. Use tools and resources:
   The Commission and Department are developing resources to help providers implement the new regulatory model—visit their website and subscribe for updates. Partner with other providers to share insights or leverage our advisory services for tailored guidance on integrating restorative engagement into your service model.
5. Monitor and measure outcomes:
   Track how often restorative engagement is practiced and the satisfaction levels of older people involved. Consider surveys, interviews, or follow-up calls to understand whether the approach is improving trust, communication, and outcomes. Use this data to refine your processes.

Restorative engagement marks an exciting shift for aged care. Building on open disclosure, it prioritises relationship repair, active listening, and collaborative solutions. By adopting it, providers can deliver care that meets standards and resonates with older people’s rights and values.

As the new regulatory model takes effect, now is the time for providers to embrace restorative engagement. It fosters a trusting, equitable environment where older people’s voices guide the quality of care they receive, and where every challenge becomes an opportunity for better outcomes.

For tailored assistance in incorporating restorative engagement into your organisation, contact us today.