Spike in aged care complaints

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New information released just days after the Morrison government announced the aged care royal commission has confirmed a substantial spike in complaints about the sector.

A new report tabled by aged care minister Ken Wyatt has revealed a 23 per cent spike in complaints to the Aged Care Complaints Commissioner.

“This report indicates increasing awareness of the capacity of the Complaints Commissioner and growing concern about aged care issues, with a record 5,779 complaints received,” said Minister Wyatt. 

“While significantly more people are using the national service, the data shows that most of their complaints are being managed effectively, with 73 per cent resolved within a 30 days and 93 per cent resolved within 90 days.”

The Aged Care Complaints Commissioner’s 2017–18 annual report found a 130 per cent increase in case referrals by the Commissioner to the Australian Aged Care Quality Agency.

In January 2019, the Complaints Commissioner and the Quality Agency will join to form part of the new Aged Care Quality and Safety Commission.

“I am confident the new Commission will better target sub-standard care,” said Minister Wyatt. “It will be a central point to identify failures, highlight quality concerns and have them quickly rectified.

“Any concerns about quality of care will be managed by the one agency, making it easier for everyone to know who they can contact, and further enhancing the complaints policing and resolution process.

“The Complaints Commissioner’s growing activity - which will continue through the new Quality and Safety Commission - highlights how our Government is getting on with the job of improving aged care, as the recently announced Royal Commission goes about its important work.”