Aged care complaints surge as communication issues continue to plague sector
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A concerning 20 per cent increase in aged care complaints has been revealed in a new report by the Older Persons Advocacy Network (OPAN), highlighting persistent communication failures between providers and older people.
The organisation’s fourth Presenting Issues report, analysing over 44,000 cases of advocacy and information support in 2023-2024, shows poor communication and lack of information from providers remain the top complaints for the second consecutive year.
“It is disappointing to see that yet again, people are struggling to have clear communication and information from their aged care providers,” said OPAN CEO Craig Gear OAM. “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.”
The report identifies systemic issues preventing older Australians from participating in their care decisions. “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,” Gear explained.
While sector reforms are underway, OPAN expresses concern about their slow implementation. The new Aged Care Act, scheduled for July 2025, has been identified as a potential solution, but its delayed implementation is raising concerns. The report includes 47 recommendations, with 23 carried over from the previous year.
“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,” Gear said. He also highlighted specific concerns about the Support at Home program, stating, “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.”
The urgency for reform is clear in OPAN’s message: “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.”
The report’s findings suggest that despite ongoing reforms, fundamental changes in aged care delivery and communication are needed to address the growing concerns of older Australians and their families.
Ritchelle is a Content Producer for Healthcare Channel, Australia’s premier resource of information for healthcare.
