Complaints about care and communication rise, reports show

Recent insights into how older Australians are experiencing the nation's aged care systems show growing dissatisfaction.

Both the Older Persons Advocacy Network (OPAN) and the Aged Care Quality and Safety Commission have released 2023-24 reports this week showing an uptick in the number of people either making complaints about, or seeking help to resolve issues with, their aged care provider.

OPAN has recorded a 20 per cent spike in demand for their advocacy and support services this year, in comparison to the previous, with "poor communication" and "lack of information" topping the complaints list for the second consecutive year. This is in relation of consumer contact with My Aged Care representatives, frontline workers and care/service providers.

The report analysed more than 44,000 cases of advocacy and information support provided across its national network in the past year to deliver their annual Presenting Issues Report.

OPAN chief Craig Gear OAM said that the Network is seeing the same issues arise year on year.

“It is disappointing to see that, yet again, people are struggling to have clear communication and information from their aged care providers,” Mr Gear said.

“Our analysis shows day-to-day breaches, suggesting fundamental ageist and ableist beliefs pervade the aged care sector, leaving older people in the dark on important decisions affecting their care.

“When a person isn’t given sufficient or consistent information by their frontline staff or service providers, they cannot exercise their right to influence decisions about their care and support.

“The sector is undergoing complex change and additional oversights are being implemented to address many of these issues.

“But these reforms are slow and older people are telling us we need to move faster."

The new Aged Care Act, which is due to roll out on 1 July 2025, has solicited a mixed response from the sector. Many, including Mr Gear, have expressed the need for hasty reform, yet others have called for an extended timeframe to give providers the highest possible chance for success.

OPAN's report includes 47 recommendations to "improve the aged care journey for older people," 23 of which have been rolled over from last year's analysis.

"Our chief recommendation is that all workers must be required to uphold the Statement of Rights so that older people’s needs and wishes are addressed,” Mr Gear said.

“When it comes to the Support at Home program, the Act must provide for exception pathways so we aren’t forcing people to make a choice between a shower, or having their home cleaned.

“We cannot delay the new Aged Care Act any longer. Every day we do, we are failing to meet the basic needs and rights of our older Australians."

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The Aged Care Quality and Safety Commission (ACQSC) recorded an increase in the number of complaints received about both residential and in-home care providers in the last year.

The Complaints about aged care services – Year in review (July 2023-June 2024) report is aligned with OPAN's findings, listing "lack of consultation/communication" as the number one complaint from those receiving in-home services.

However, "medication administration and management" and "personal and oral hygiene" were the largest points of concern for those living in residential care facilities.

Aged Care Quality and Safety Commissioner Janet Anderson said the identification of such trends help to inform how ACQSC performs its regulatory obligations.

“The patterns and trends in complaints tells us where we need to target our monitoring and assessment of providers - holding them to account for addressing older peoples' needs and preferences," the Commissioner said.

"We expect providers to use this report to examine their own performance and identify areas where they need to improve."

Aged Care Complaints Commissioner Louise Macleod added that providers should embrace the open communication of consumer complaints in order to drive positive change.

“It is always concerning that a person is unhappy with their care or has had a bad experience. Complaints give people a chance to share their experiences and concerns about aged care services and show providers what is working well, what needs improvement, and what matters most to those using aged care in Australia," Ms Macleod said.

“We want to be open and transparent about our complaints data and performance. This is why we publish complaints data on our website every month. We ask providers to join us in being more transparent about the complaints they receive about their services."

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