Receiving aged care should provide older Australians with dignity, respect and peace of mind. Whether someone receives support at home or lives in residential aged care, they should feel comfortable expressing their preferences, asking questions and raising concerns whenever something does not feel right.
However, research commissioned by the Aged Care Quality and Safety Commission has found that many older Australians remain reluctant to speak up about their care. Some worry that making a complaint may affect the support they receive, while others believe that raising concerns will not make a difference.
Creating an aged care system where older people feel heard and respected is an important part of improving the quality and safety of care across Australia.
Every Older Australian Has the Right to Be Heard
Older Australians receiving aged care have the right to be treated with dignity, respect and fairness.
They should feel comfortable:
- asking questions about their care
- expressing personal preferences
- discussing concerns with care staff
- requesting changes to services
- participating in decisions about their own care
Speaking up is not about complaining unnecessarily—it is about ensuring care continues to meet an individual’s needs and expectations.
A person-centred aged care system encourages open communication and values the opinions of older people and their families.
Why Some People Hesitate to Raise Concerns
Although most people understand they have the right to speak up, doing so is not always easy.
Some older Australians may worry that:
- staff may treat them differently
- services could be reduced
- they will be seen as difficult
- nothing will change
- they may become a burden to their family
Others simply feel uncomfortable discussing concerns or are unsure who they should talk to.
Family members may also hesitate because they want to maintain positive relationships with care providers.
Recognising these concerns is the first step towards creating an environment where people feel safe to share their experiences.
Why Feedback Helps Improve Aged Care
Constructive feedback benefits everyone.
When concerns are identified early, providers have an opportunity to review services, improve communication and resolve issues before they become more significant.
Feedback may also help providers:
- improve service quality
- better understand client preferences
- strengthen relationships with families
- identify opportunities for staff training
- enhance the overall care experience
An aged care system that welcomes feedback is often better equipped to deliver person-centred care.
Building Trust Between Families and Providers
Good aged care is built on trust.
Families should feel comfortable discussing changes in health, asking questions about care plans and seeking clarification whenever needed.
Likewise, providers should encourage respectful conversations and respond openly to feedback.
Choosing a provider that values communication can make a meaningful difference to an older person’s confidence and overall wellbeing.
Open communication helps ensure that care continues to reflect the individual’s goals, preferences and changing needs.
Choosing the Right Provider from the Beginning
One of the best ways to build confidence in aged care is by choosing a provider that values transparency, communication and person-centred care.
When comparing providers, families may wish to ask:
- How are client concerns managed?
- How are families kept informed?
- How often are care plans reviewed?
- How does the provider encourage feedback?
- What processes are available if issues arise?
Asking these questions early helps families better understand how providers work and whether their approach aligns with the older person’s expectations.
Creating a Better Aged Care Experience
Quality aged care is about more than delivering services. It is about ensuring older Australians feel respected, listened to and involved in decisions that affect their lives.
When people feel confident speaking up, providers gain valuable insights that can improve care not only for one individual but for many others as well.
The Australian Government continues to encourage a culture where feedback and open communication are recognised as important parts of delivering safe, high-quality aged care.
For more information about the research and consumer feedback, visit the Australian Government’s Aged Care Quality and Safety Commission:
Find the Right Home Care Provider with Confidence
Choosing the right Home Care provider can have a significant impact on an older person’s confidence, wellbeing and overall experience of aged care.
Support Services Connect Australia (SSCA) offers a free Care Finding service to help older Australians and their families compare Home Care providers based on individual needs, service flexibility, fees and location.
With more than 25 years of experience in the Australian aged care sector, SSCA provides independent, no-obligation guidance to help families make informed decisions and find a provider that best supports their needs.