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Quality in aged care

All government-funded aged care services must meet quality standards in areas such as health, safety, personal care and staffing. Find out how aged care providers are assessed, what happens if standards are not met, how you can check the quality of care, and what to do if you have a complaint.

What is quality in aged care?

Aged care services aim to improve the quality of life of the people receiving care.

To help make sure this happens, providers of government-funded aged care must meet standards in areas such as:

  • physical and mental health
  • personal care
  • management and staffing
  • lifestyle of residents (for aged care homes)
  • physical environment and safety

From 1 July 2019, a single set of Aged Care Quality Standards will apply across all service types.

You have a right to be treated with dignity and respect. Read the Charter of Care Recipients’ Rights and Responsibilities to find out more.

How is quality assessed?

The quality of government-funded aged care is assessed against quality standards by the Aged Care Quality and Safety Commission.

The Commission checks compliance with standards through assessment and monitoring processes such as:

  • visits to the aged care service (aged care homes have at least one unannounced visit each year)
  • self-assessment by providers
  • feedback from care recipients
  • reviewing providers’ plans for continuous improvement
  • reporting on the service’s performance against the standards and publishing consumer experience reports.

More information on the assessment and monitoring processes is available on the Commission’s website.

What are quality indicators?

The National Aged Care Mandatory Quality Indicator Program is for government-funded residential aged care services.

From 1 July 2019, all government-funded residential aged care providers must report to the Department of Health on 3 quality indicators:

  • pressure injuries
  • the use of physical restraint
  • unplanned weight loss

If care does not meet standards

If an aged care provider does not meet quality standards:

  • the provider must revise their plan for continuous improvement
  • the Commission will monitor the provider
  • the Department of Health may give them a notice of non-compliance

If the provider does not respond to our notice of non-compliance, or if there is a serious risk to someone receiving care, the department may sanction them.

How can you check the quality of care?

There are tools available to help you check the quality of government-funded aged care providers. You can:

If you’re unhappy with the quality of care

Do you have concerns about the quality of care for you or your loved one?

If you don’t feel comfortable talking to the provider (or you have tried and it didn’t work), you can:

Last updated: 
26 July 2019
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