COMPLAINTS about aged care services are increasing, along with the number of issues complained about, and larger service providers are the most likely culprits.
Those are the findings of the Aged Care Quality and Safety Commission in its latest report which reveals 5,427 complaints were made about residential care services in 2023-24, an increase of 6.9 per cent on the previous year.
NSW nursing homes were the subject of more than 1700 complaints, but statewide the rate of complaints was consistent with the national average of three complaints per 10,000 occupied bed days.
Large service providers (those operating 11 or more residential care services) received complaints at double the rate of small and medium operators, and made up for more than half of all complaints at 2,877.
Who's complaining?
Over half of all residential care complaints came from a representative or family member (52.2 per cent), just over one quarter were anonymous (27.6 per cent) which care recipients made just 7 per cent of all complaints.
Many anonymous complaints made about residential care are from staff or allied health workers, the report, issued on Thursday (October 31), said.
The management and administration of medication was the number one issue raised, followed by concerns about personal and oral hygiene of residents and the number of staff.
However, just because some services were not complained about did not mean there were no issues, the report says.
No complaints - satisfied or silenced
While it might means people are satisfied, it could also mean people have raised any concerns directly with staff and they were handled.
Other reasons for a service with no complaints could include that they don't have a feedback and complaints process that is easy to use or accessible, or that people in their care are not confident to speak up and raise their concerns.
Services may discourage people from making complaints, and or people receiving care, their families and representatives, are not aware of the Commission's role.
Complaints about home services were most often about consultation and communication.
Fees, charges and financial management issues were the second and third most common complaints.
"This shows that there needs to be better financial transparency and fairness in billing," the report says.
"Home service providers should review their pricing structures and financial management to improve how they handle these issues and ensure that adequate information is provided to older people receiving care."
Reform on the way
The report's release follows close on the heels of calls from service providers and industry representatives nationally for for realistic timelines to implement a raft of historic reforms as part of the new Aged Care Act, currently before a Senate Inquiry.
The Aged and Community Care Providers Association (ACCPA) says the changes present a mammoth administrative challenge.
"Depending on the reform, new requirements for providers should commence six to 12 months from the time all information is available," CEO Tom Symondson said.
"We can't have a situation where parts of the new Act are implemented, with mandated requirements that simply can't be achieved due to a lack of lead time."
Similarly, Uniting Care Australia called on the Federal Government to "urgently release" the new requirements to ensure a smooth transition.
The new Aged Care Act, introduced to Parliament in September, includes changes to residential care such as stronger powers to investigate services, civil penalties for breaching standards, and new whistleblower protections.
The measures also include larger means-tested contributions, higher maximum room prices indexed over time, and allowing providers to keep a portion of 'refundable accommodation deposits.
