A review of the My Aged Care portal, a government website used to access Commonwealth-funded aged care services, is currently underway to assess its accessibility and effectiveness.
My Aged Care, designed to be a one-stop platform for older Australians seeking aged care support, has faced criticism for being laborious and difficult to use. This is particularly concerning given that individuals using the system are often vulnerable, under stress, or in urgent need of assistance.
Ian Yates, the acting Inspector of Aged Care, has highlighted the increasing concerns regarding the portal’s complexity on ABC Radio, with many Australians finding it challenging to navigate.
Yates noted that some Australians have even resorted to hiring organisations or advisors to help them navigate the system – an indication of how complex the process can be.
“People in different circumstances prefer to have face-to-face interaction. They find the aged care system complex, and they find My Aged Care complex,” Yates explained, highlighting the systemic barriers that may prevent some individuals from accessing the services they need.
“This is something that we should be looking at. It’s timely to have a look at whether My Aged Care is fit for purpose or whether it needs to change.”
For many, particularly those who do not have English as their first language, the system can feel like a significant obstacle. Yates pointed out that vulnerable Australians may be hesitant to engage with government services and could find the portal an overwhelming experience.
“There are many people in our community who have a hesitation or concern about government services. Are there barriers to them? And if there are, are there ways to deal with that?” Yates questioned.
While the government has established programs such as CareFirst and Services Australia to assist people, there is ongoing debate as to whether improving the portal itself would be a more effective solution.
The fact that people are paying private advisors to guide them through the portal raises further questions about the system’s accessibility. Yates acknowledged the gravity of this issue, saying, “We are aware that people hire agents to help them procure aged care. And of course, the government funds a national care finder program itself to assist people having difficulty.”
The current review aims to gather comprehensive information on users’ experiences with the portal. Yates explained that his office is seeking data from both government agencies and organisations contracted to provide My Aged Care services. This information will contribute to findings and recommendations that will be shared with the government.
“When we go through those findings, we have the power to make recommendations to Commonwealth officials,” Yates said.
These officials are required to respond to the recommendations in a timely manner, with the report ultimately being tabled in Parliament and made publicly available. Though the government is not compelled to act on the recommendations, Yates emphasised that the Inspector General of Aged Care would monitor the implementation of any changes.
As the review continues, many hope for significant improvements to the My Aged Care portal. For vulnerable Australians, simplifying access to crucial aged care services would be a welcome development in what can already be a stressful and emotional journey.
The biggest issue is the introduction of computers.
The Elderly and even myself were not bought up to navigate them
It is not til the following generation after me that this will become second nature.
The downfall for us is not having someone to speak to/ call anymore to answer your enquiries and help with the process.
The Government needs to cough up the money to get real people back on the phones.
Problem solved!!
Thanks for your comments Debbie, I am a regular visitor to a nursing care facility and I was someone who thought was computer literate. After my dealings with the people working the phones for MyagedCare, I take my hat off to them, I dealt with many and could fault none, responsive, caring very helpful in a system not user friendly for the users of that system. However, unless you have a good working knowledge of computer systems and websites etc, the information you seek and need is embedded in those systems and the average aged care audience faces an almost daunting task of obtaining much needed help or information. The term ‘User friendly’ comes to mind, my sincere thoughts go out to the many souls who don’t own a computer, laptop or mobile phone or don’t have English as their first language. Good luck to all, just don’t give up.
I applied foe help for my husband through My Aged Care. They supplied numbers for different services but when ringing up different providers they said the provider numbers they needed to quote was not accepted by them or they had no vacancies. We are still battling on. Now I cannot help as I have Burstitus in my left shoulder so struggle with cleaning ect also when my husband has a fall I can’t help him up. We have bought help aids online cheaper than what is for sale in Australia.
I had similar difficulties Jeanne. Phone numbers on the site were not valid and services in the areas ‘they’ said they had services, were not there at all.
To help them, I was asked to contact Vic Health and get them to make the changes. It went around in a circle. Everyone saying it was the other service’s place to make the updates/changes.
It was never resolved as far as I know. I no longer need to contact them.
Can anyone name a Government website that is intuitive to use ?
I can’t.
Why can’t we have a design competition with good cash prizes 1st $200,000 2nd $150,000 and 3rd $100,000. The Govt will waste much more than that on consultants to give us another clunky website. 1st and 2nd bid against each other to build the winning design.
The Aged Care system is very difficult to navigate. Perhaps the government appointed people should be speaking to the aged care staff working in facilities who are assisting people looking for care. The aged care sector is never given credit for the work that they do in this area.
Issues such as the financial implications of care for prospective residents, and other questions in regard to Enduring Powers of Attorney, Advance Health Directives, assistance in dealing with Services Australia, Department of Health and Ageing, to name but a few, is often what is discussed at first contact whether or not they accept a placement at that facility
A lot of time is given to helping families and others in navigating the system. I have been working in aged care for many years and the government, no matter what party they are, do not seem to be making the pathway to care in aged care any easier.
Good luck with fixing the My Aged Care portal. Years ago, I battled with it—weird policies and double/duplicated actions prolonged outcomes. It was laborious, to say the least.
This an convinced the search for Providers portal is set up to encourage people to give up. Put your postcode in and after contacting the first 6 suggested Providers you are told we don’t service that area. It’s a joke! But not funny or ethical
I am convinced the search for Providers portal is set up to encourage people to give up. Put your postcode in and after contacting the first 6 suggested Providers you are told we don’t service that area. It’s a joke! But not funny or ethical