The past year has seen a striking increase in complaints within Australia’s aged care sector, with the Older Persons Advocacy Network (OPAN) reporting a 20% rise in grievances, reaching over 44,000 cases.
This troubling statistic highlights a sector where vulnerable residents and their families frequently encounter additional service fees for unexpected items, including basics like pillows and on-site meals.
For some, the frustration is compounded by fees for services they cannot use, raising questions about transparency, fairness, and the ethics behind aged care billing practices.
A key area of concern revolves around “additional service” charges that are not always optional, despite their high costs. For instance, some aged care residents face fees for items many would expect to be covered by standard fees, such as having a bed or meals prepared in-house.
Furthermore, some residents are being charged for amenities like gym facilities and social activities, even when their physical or medical condition prevents them from taking advantage of these services.
Craig Gear, CEO of OPAN, has expressed deep concern about the burden these extra costs place on older Australians, who are often already struggling financially. “If someone is bedridden, they can’t use the gym,” Mr Gear told Hello Leaders. “They should not have to pay for it.”
Yet in some cases, agreeing to these charges is reportedly a condition for entry, leaving residents and their families in a precarious position. OPAN has highlighted cases where residents have accumulated debts of up to $31 per day for these “extras,” stretching budgets and leading to cutbacks on essential personal care or medication expenses.
The report also shed light on numerous examples of residents being charged for services irrelevant to their needs. For instance, a resident with diabetes was billed for a lolly trolley they could not enjoy, while another resident, who does not drink, was required to pay for a “happy hour drinks” service.
In one particularly shocking case, a spouse received a $35,000 bill after their partner passed away shortly after entering aged care, though OPAN was eventually able to reduce this amount to approximately $5,000. Such instances illustrate a concerning trend where aged care providers impose blanket charges without considering individual needs or capabilities.
Beyond the specific grievances regarding fees, OPAN’s report highlights a persistent theme of inadequate communication between providers and residents. Complaints often point to poor or inconsistent communication, a lack of detailed information, and an absence of supported decision-making, leaving older Australians and their families in the dark about crucial aspects of their care and costs.
“It’s about putting yourself in older people’s shoes,” Mr Gear said, emphasising the importance of clarity and respect in every interaction. “We still have work to do around the journey into the aged care system and navigating it.”
To address these recurring issues, OPAN has made 47 recommendations aimed at reforming aged care services. These recommendations focus on transparency, rights-based education, and strengthened advocacy, and they call for greater investment in educating providers about fees, transparency, and the importance of respecting older people’s individual preferences.
Additionally, OPAN has advocated for the new rights-based Aged Care Act, designed to balance power dynamics and enshrine older Australians’ rights within legislative frameworks.
Mr Gear believes the new Act is a significant step towards elevating the rights of older people but insists that its success depends on providers actively respecting and integrating these rights into everyday practice.
“The implementation and people bringing those rights into aged care practice is what’s going to make a difference. It’s about how care is delivered in partnership by consulting for the wishes and preferences of older people,” he said.
The way aged care is run is nothing but a bloody disgrace! Cases like Anne marie Smith must never be allowed to happen again! Every individual, once situations and circumstances permit,should be allowed a peaceful death! The voluntary assisted dying legislation does not go far enough! Polls have regularly shown that 90 percent of the population supports voluntary euthanasia!