The Aged Care Complaints Commissioner has reported a 23 per cent increase in complaints in the financial year to June 2018.
The Commissioner, Rae Lamb (pictured) said her office received a record 5,779 complaints during the period which was a 20 per cent increase in complaints over the year before.
Ms Lamb said complaints had increased by around 47 per cent since 2015–16.
Minister for Senior Australians and Aged Care, Ken Wyatt said the Commissioner also referred 1,073 cases to the Australian Aged Care Quality Agency during the year, a rise of 130 per cent over the previous year.
“This report indicates increasing awareness of the capacity of the Complaints Commissioner and growing concern about aged care issues,” Mr Wyatt said.
“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 30 days and 93 per cent resolved within 90 days.”
He said the Complaints Commissioner was a free, independent service providing advice, guidance and education in resolving complaints about aged care services.
The Complaints Commissioner and the Quality Agency are to join together on 1 January 2019 to become part of the new Aged Care Quality and Safety Commission.
Mr Wyatt said the new Commission would be a central point to identifying failures, highlighting quality concerns and having 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,” Mr Wyatt said.
The Aged Care Complaints Commissioner’s 48-page report can be accessed at this PS News link.
