Staff shortages unseat medication management as residential care’s most complained about issue

There were more than 150 complaints about residential care staffing numbers to the aged care regulator during the December quarter, according to the Department of Health’s latest Sector Performance Report – forcing medication management out of its usual No. 1 spot. In total, the Aged Care Quality and Safety Commission (ACQSC) received 1,261 complaints about residential aged care services. Complaints were received for 819 facilities, out of a total 4,908 homes around the country. Food quality did drop out of the 10-most-complained-about issues during the quarter, after the Government issued providers with a $10 Basic Daily Fee supplement to improve food and nutrition quality.

Medication management did retain second place, followed by personal care and falls management. Home care complaints rose 12% to 948, with lack of consultation or communication the most complained about issue, and fees and charges the second-most complained about issue. On 1 January 2023, the Government brought in caps for home care management and administration fees, which were aimed at addressing complaints about fees.