Aged Care Complaints In Australia Essay


Discuss about the Aged Care Complaints in Australia.


Statement of problem

In Australia, the aged care system bestows a wide range of options in order to meet the care needs of the aged population residing in Australia (King et al., 2013). The urge of the majority of older population in Australia to stay in their own homes as they age has increased the focus on the procurement of care under the community settings (Australian Institute of Health and Welfare, 2018). However, according to the reports published by Aged and Community Services Australia (ACSA) (2018), revealed that the quality of the aged care in Australia has dropped to a considerable amount. According to their statistics, there are 3205 complaints were logged during July to December (2017) in comparison to 2,996 between July (2016) to June (2017). The top five outcomes which are not assessed as highlighted by ACSA include medication management, human resource management, clinical care, behavioural management and living environment. Moreover, reports published by Bernoth et al. (2014) revealed that the healthcare providers lacks proper policies for information management in the grounds of confidentiality and this leads to bridging of ethical parameters and thereby generating unrest. Reports published by Baldwin et al. (2015) revealed that there is a high level of quality failure observed in the residential aged care in Australia. The quality failure is mostly occurring due to the lack of trained nurses and poor wages in Australian aged care facility (Grealish, 2012; Palmer & Eveline, 2012). Roche et al (2015) highlight high turnover rate of nurses in aged care as the reason behind quality failure. High nurses turnover rate signifies lack of trained or adequate nurse force and this again increases the work load on the existing nurses and thereby forcing them to quit their job (Karantzas et al., 2012). Bismark et al. (2013) highlighted there is a specific group of untrained doctors against whom the majority of the complaints is lodged from the aged care population and this decreasing the quality of care.

There are numerous problems that have been highlighted against the drop in the quality of care in the aged care facility of Australia but there is no comprehensive analysis of the reason. Furthermore, a comprehensive analysis will help to increase the quality of care in the aged care facility (Silvester et al, 2012).

Research aim and objective

The aim of the research is to investigate the underlying reason behind the drop in the quality of care in the aged care facility in Australia. The main objectives of the research include

  • Lack of trained nurse and its relation of aged care facility
  • High turn-over rate among the nurses and is impact on aged care facility
  • How a specific group of untrained doctors is affecting the quality of aged care
  • Recommendation for the improvement of the aged care in Australia


To properly access the variable affecting the quality of care in aged facility in Australia, this study will follow the path of mixed methodology.

Secondary Data: In order to collect the secondary data, review of literature will be performed and this will help to access the current issue affecting the aged care in Australia. Literature review will be performed via academic journals, government websites and other relevant publicly available reports.

Primary data: Primary data will be collected from the care givers and the service consumers of the aged care facility in Australia (Melbourne) via conducting face to face interview with both open and close ended questionnaire.

Secondary data and data analysis

Analysis of the secondary data will be done via thematic analysis and primary data analysis will be done via quantitative analysis through well structured excel sheet. Then the correlation analysis will be done in order to find relationship between the dependent variable (poor of aged care facility) and independent variable (role of nurse/ role of doctors).


Australian Institute of Health and Welfare., (2017). Aged Care: Overview. Access date: 3rd April. Retrieved from:

Baldwin, R., Chenoweth, L., Rama, M., & Liu, Z. (2015). Quality failures in residential aged care in Australia: The relationship between structural factors and regulation imposed sanctions. Australasian journal on ageing, 34(4).

Bernoth, M., Dietsch, E., Burmeister, O. K., & Schwartz, M. (2014). Information management in aged care: cases of confidentiality and elder abuse. Journal of business ethics, 122(3), 453-460.

Bismark, M. M., Spittal, M. J., Gurrin, L. C., Ward, M., & Studdert, D. M. (2013). Identification of doctors at risk of recurrent complaints: a national study of healthcare complaints in Australia. BMJ quality & safety, bmjqs-2012.

Grealish, L. (2012). How competency standards became the preferred national technology for classifying nursing performance in Australia. Australian Journal of Advanced Nursing, The, 30(2), 20.

Karantzas, G. C., Mellor, D., McCabe, M. P., Davison, T. E., Beaton, P., & Mrkic, D. (2012). Intentions to quit work among care staff working in the aged care sector. The Gerontologist, 52(4), 506-516.

King, D., Mavromaras, K., He, B., Healy, J., Macaitis, K., Moskos, M., ... & Zhang, W. (2013). The aged care workforce 2012 final report. Canberra: Department of Health and Ageing.

Palmer, E., & Eveline, J. (2012). Sustaining low pay in aged care work. Gender, Work & Organization, 19(3), 254-275.

Roche, M. A., Duffield, C. M., Homer, C., Buchan, J., & Dimitrelis, S. (2015). The rate and cost of nurse turnover in Australia. Collegian, 22(4), 353-358.

Silvester, W., Fullam, R. S., Parslow, R. A., Lewis, V. J., Sjanta, R., Jackson, L., ... & Gilchrist, J. (2012). Quality of advance care planning policy and practice in residential aged care facilities in Australia. BMJ supportive & palliative care, bmjspcare-2012.

The Weekly Source., (2018). AACQA data reveals big rise in aged care complaints and serious risk decisions. Access date: 3rd April. Retrieved from:

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