Feedback and complaints are an essential part of the continuous improvement process. This is especially true in the Aged Care sector where you are asking your customers to trust you with their personal care, often during some of the most important and vulnerable times of their lives. The Aged Care Quality and Safety Commission released their yearly review of complaints data at the end of October 2024, which revealed some new trends in relation to residential care. This article will give a quick overview of the latest data and trends and suggest some actions providers can take to ensure they are best placed to respond to feedback and complaints in their service.

What were the trends in residential aged care complaints this year?

In 2023-2024, the number of complaints regarding residential aged care services increased compared to the previous year. Complaints can address multiple issues, and tracking these helps assess the quality and safety of services.

The national rate of complaints was 0.8 per 10,000 occupied bed days (OBDs), a key metric used to compare complaint numbers across services, accounting for differences in size.

There were several observations made by the Commission when reviewing the complaints data:

Anonymous complaints made up almost 30% of all complaints

While anonymous complaints are a valuable source of information, they present some limitations, this is because the Commission cannot verify whether the issue raised has been resolved, as it is impossible to directly follow-up with an anonymous complainant. However, these complaints still provide valuable intelligence about the quality of care being delivered and are an essential component of the overall feedback process.

Repetition of complaints

Approximately 43% of services received more than one complaint, which may signal recurring issues that require closer attention. Ongoing problems or system-wide issues may necessitate more focused action from the Commission to ensure that providers are addressing these concerns effectively. Monitoring services with frequent complaints is essential to protecting the safety and quality of care.

No complaints

Some services reported no complaints, which may reflect satisfaction from residents, their families, or representatives. While this could indicate that concerns were resolved directly with staff, there are some potential issues behind this absence of complaints:

• The service might lack an accessible and effective complaints process.

• Residents might not feel confident in raising concerns or may not know how to.
• There may be a culture of discouraging complaints, or people might not be aware of the Commission’s role in handling complaints.

What can providers do better when it comes to feedback and complaints?

When it comes to your own complaints handling mechanisms, it can be helpful to ask the following questions:

• Are unresolved issues being raised repeatedly?

• Does the complaints system have any flaws?
• Do staff and management resolve issues promptly, or do residents feel the need to involve the Commission?
• Are residents confident in raising complaints, and do they know how to do so?
• Is the facility practising open disclosure to maintain good relationships with residents, especially when harm occurs?

The following strategies may be helpful if you have identified gaps in your complaints systems or are concerned about trends in your own data:

Strengthen complaint handling systems

Residential aged care services should ensure their complaint processes are accessible, transparent, and easy for residents and families to navigate. Providers should regularly review their complaint rates and seek to understand any discrepancies with national benchmarks.

Promote open disclosure and resolution

Facilities should actively encourage open disclosure when something goes wrong. This transparency can help maintain trust and improve relationships between staff and residents.

Foster a safe environment for feedback

Encourage residents, families, and staff to provide feedback and raise concerns without fear of reprisal. This can be achieved through regular communication and clear information about how to make a complaint.

Increase awareness of the commission’s role

Providers should ensure that residents and families are aware of the Commission’s role in handling complaints. Raising awareness about the possibility of anonymous complaints can help protect vulnerable individuals who may be afraid to speak up.

Regular monitoring and engagement

Providers should ensure that residents and families are aware of the Commission’s role in handling complaints. Raising awareness about the possibility of anonymous complaints can help protect vulnerable individuals who may be afraid to speak up.

Conclusion

The rise in complaints about residential aged care services highlights ongoing concerns that need to be addressed. By improving feedback systems, encouraging open dialogue, and enhancing awareness of complaint mechanisms, aged care providers can ensure that residents receive the care and attention they deserve, while maintaining a culture of transparency and trust