Quality in aged care
We know that the quality and safety of care and services is one of the most important factors when choosing an aged care provider. But what should you expect from your provider? And how can you be sure an organisation will provide the best quality of care for you?
This page covers some of the key factors to consider, such as:
- what good quality care looks like, and what you should expect from your provider
- how to choose a provider with a good track record for providing quality care, and
- what to do if things go wrong.
What does good quality aged care look like?
Good quality aged care is about how you are treated and the care you receive.
There are eight Aged Care Quality Standards that the government, service providers, and the community have all agreed to. They reflect the level of care you can expect from organisations providing government-funded aged care.
Every aged care home provider has to show the Aged Care Quality and Safety Commission that it meets these Standards. This is assessed through monitoring visits, reviews, and feedback from those receiving care and services. The results are published in the Find a provider tool.
How can I check an aged care provider’s performance on quality?
You can use the Find a provider tool to find service providers in your area. Every provider shown in the search results is regulated by the Aged Care Quality and Safety Commission. This means they need to meet the Aged Care Quality Standards.
If you’re looking at a Home Care Package or a residential aged care home, you’ll find some extra tools to help you understand how they are performing. This information is designed to make it easier for you to make a decision about your care provider.
- For aged care homes – you can see the Service Compliance Rating for each home in your search results. This shows if the service is meeting its quality and safety requirements.
To dig a little deeper, click on the provider name in the search results to view their profile.
- For aged care homes – you can check:
- how a provider performed in their last assessment against the Standards in the Quality section of their profile, and
- whether they are meeting all quality and safety requirements in the Compliance section.
- For Home Care Package providers – you can check whether they are meeting all their compliance requirements in the Compliance section of their profile. These providers do not currently have a Service Compliance Rating.
Can I trust this information?
The Quality Standards information reflects the latest assessments by the Aged Care Quality and Safety Commission. The Commission is an independent government authority. It is responsible for regulating quality and safety in aged care.
You can read about how providers are assessed on the Aged Care Quality and Safety Commission website.
What happens if quality requirements aren’t met?
If an aged care provider does not meet quality requirements and other obligations, they can receive one of the following:
- Areas for improvement, where some improvements are needed
- a Non-compliance notice, where significant improvements are needed
- a Sanction or Notice to Agree, where the service is inadequate
Find out more about compliance.
What if I’m not happy with the quality of care?
You have the right to receive good quality care and services, and to always be treated with respect and dignity. This is part of the Charter of Aged Care Rights.
If you have concerns about the quality of care that you or your loved one is receiving, a good first step is to talk to your provider about it.
If you don’t feel comfortable talking to your provider, or you have spoken to them and your concern hasn’t been resolved, you can:
- make a complaint to the Aged Care Quality and Safety Commission. If you wish, your complaint can be anonymous; or
- contact an advocacy service. Learn more on our Advocacy page or visit the Older Persons Advocacy Network.
The Aged Care Quality and Safety Commission can help you resolve your concern with the service provider and can take regulatory action, where needed.
Improving quality in aged care
The Australian Government is committed to improving the quality of aged care services by:
- making it easier to determine how a provider is performing through:
- new shared and clear expectations of the outcomes of care defined in the Aged Care Quality Standards
- increased transparency and access to information, such as the Service Compliance Rating
- supporting the sector to improve and build capacity and skills
- effective regulation to hold the provider to account to meet their obligations
- encouraging and measuring best practice in clinical care through quality indicators in aged care homes.
