FAQ: Quality of care
Questions about quality of aged care
How often aged care homes are assessed depends on:
- the safety, health, well-being and quality of life of those receiving care
- the capacity and service history of the provider.
No. However, if your aged care home receives a sanction, you will receive a letter explaining the issue(s) and what the sanctions mean.
You can check your aged care home’s Service Compliance Rating at any time on the My Aged Care website.
Complaints can inform the Commission’s compliance activities, such as quality assessments. Those compliance activities determine the Service Compliance Rating.
Resident Survey results are only available where a Consumer Experience Interview has been conducted at the aged care home. If you can’t see any results for your aged care home, this means that a survey has not been conducted.
Yes, you can. Before quality assessors visit your aged care home you will receive a letter inviting you to participate in the survey. You will have the option to talk to the assessor in person or complete the survey online.
A non-compliance notice means there are problems at the aged care home which need to be fixed. The Aged Care Quality and Safety Commission may give a non-compliance notice if a service provider is not providing care and services as required by the law.
If an aged care home is rated as ‘inadequate’ it means that there are immediate and severe issues and a Notice to Agree or a sanction has been issued.
Where an aged care home’s non-compliance has resulted in the Commission considering revoking their approval to deliver aged care through a sanction, the Commission may – in certain circumstances – first issue the provider a Notice to Agree (NTA). These circumstances include where:
- the aged care home has failed to give an undertaking to remedy their non-compliance
- the aged care home has failed to comply with an undertaking to remedy their non-compliance
- the aged care home has made submissions in response to a non-compliance notice that are unsatisfactory, or
- the Commissioner is satisfied the provider’s non-compliance poses an immediate and severe risk to the safety, health and well-being of those receiving care.
If there is continued non-compliance or an immediate and severe risk to the safety, health or wellbeing of someone receiving aged care services, the Commission may place a sanction on the service provider. A sanction can also be placed on a service provider if it previously received a non-compliance notice but has not fixed the problem by an agreed deadline.