As our loved ones age, we all expect them to receive the highest level of care available.

When standards are not met, it is important the issue is addressed.

Concerningly, however, complaints about aged care facilities and the services they provide are on the rise.

The latest report of the Aged Care Quality & Safety Commission reveals 5,427 complaints were made against residential aged care facilities in 2023/24, an increase of almost seven percent on the previous year.

In NSW alone, there have been more than 1,700 complaints in the past year. Large providers operating 11 facilities or more received more than double the number of complaints than smaller providers.

So where are these complaints coming from and what can be done to address this issue?

Where are the complaints coming from?

· Representatives or family members: Over half of complaints were made by representatives or family members
· Anonymous: Just over one-quarter of complaints were made anonymously. Experts suggest that many anonymous complaints made about aged care facilities come from staff members
· Care recipients: Care recipients were responsible for just seven percent of complaints made

What are the most common complaints?

· Management and administration of medication: This was the most frequently raised concern
· Personal and oral hygiene of residents
· Staffing levels
· Prevention and management of falls
· Poor communication
· Insufficient levels of care
· Quality and variety of food
· Staff training, qualifications and skills

Concerningly, the number of complaints will likely be an underestimation of issues experienced within aged care facilities. This is because even when there are no issues reported in an aged care facility this does not mean none have occurred. Issues may not be reported for several reasons including:

· Service providers may discourage complaints
· Complaints processes may be difficult to navigate
· People affected may not feel confident enough to complain about a service
· Issues may be resolved before they proceed to a formal complaint

What can be done to fix the issue?

One of the most effective ways to improve aged care services is through feedback. Aged care providers should create an environment where feedback is not just welcomed, but actively encouraged. For example, some aged care facilities offer regular feedback sessions where residents or carers can raise any issues they may have.

Offering residents and carers a regular opportunity to provide feedback can

· Be used as a tool to improve service quality
· Help stop issues from escalating
· Help facilities to build trust with their residents and carers.

The new Aged Care Act, currently under scrutiny by a Senate committee, is expected to be a significant step towards addressing the issues plaguing the sector. The Act will include a statement of rights for older people, with a duty for aged care providers to uphold these rights.

Additionally, the government plans to introduce a new independent Complaints Commissioner, further bolstering the rights and protections of older Australians.

It is crucial to remember that many aged care facilities provide a high level of care to their residents, and they must be supported in every way possible to deliver a high level of care. After all, older Australians deserve the very highest level of care available.

Have you ever considered a career in aged care? Choosing a career in aged care can allow you to make a vital difference in the lives of aged care residents. Aged Care Resumes is pleased to offer various services, including our resume and selection criteria writing.

Article References

HelloCare (November 4 2024) Aged Care Report Calls for a Proactive Feedback Revolution Amid Rising Complaints, Hellocare, accessed 4 November 2024.

The Senior (November 4 2024) Aged care complaints on the rise as debate over reform continues, The Senior, accessed 4 November 2024.

Truu, M, Roe, I & Mansfield E (November 4 2024) Aged care providers could be fined more than $1.5 million for the most serious breaches under new laws, ABC News, accessed 4 November 2024.