Tangled complexity over common sense – “maze-like conditions” when navigating my aged care, inspector-general affirms difficulties facing people and provider alike

Directly addressing what advocates have called the “mess” of My Aged Care, the Inspector-General of Aged Care has recently tabled the final report on the Review of the digital resource. Numerous systemic issues and need for immediate overhaul are laid bare, affirming what advocates and sector leadership have been voicing, looking for answers in aged care should not require a PHD. Many have voiced frustration with the complexity of seeking clarity on aged care services, particularly cost structures. When it comes to My Aged Care, numerous seniors and advocates have communicated with Hello Leaders that the system is opaque, confusing and distressing. Rightfully so there has been a focus on seniors being able to understand how aged care will look for their specific needs and the cost they should expect but there is another side that must be addressed, a lack of clarity on how the system of aged care functions may contribute to seniors entering RAC early.

Tabling of final report

Thursday saw the government table in parliament the final report of the Review of My Aged Care. Natalie Siegel-Brown, the Inspector-General of Aged care has officially found that a considerable number of senior Australians face significant difficulty when navigating My Aged Care, resulting in thousands unable to access supporting services they require, at the time they need them.

Focus of report

The report had an overt purpose, it was to be the first formal review from the Inspector-General’s office into investigating whether My Aged Care, offered as the “single-entry point to the aged care system” was “fit-for-purpose”. The report looked into whether the government’s digital system was able to support timely accessibility to aged care services and aids for the full gamut of senior people in Australia, inclusive of all locations, backgrounds and life experiences.

The Inspector-General’s office exhibits a position pivoting directly from countless seniors, loved ones and provider heads calls across the nation, is the doorway set up for seniors to navigate aged care open to all who use it? The office asked in the conduct of the review whether the digital system was easy to find, use and fair. And importantly, did it reflect the rights and dignity at the heart of the new act.

Findings

Ms Siegel-Brown is forthright in her findings, “the findings are clear: for many, it is not and does not. Enhancements have been made and a lot of effort invested in improving the doorway, but still, many older people — particularly those from diverse backgrounds, remote communities, or with limited digital literacy, struggle to access and navigate the system.”

“Over the course of the review, my Office heard that whilst My Aged Care is intended to provide the ‘front door’ to the aged care system, for many older people seeking to access aged care services, the experience is more akin to navigating a maze.”

The report highlights the reality of the system as it is experienced by many seniors, “poorly understood, insufficiently promoted, onerously complex to navigate and not appropriately tailored to the needs of the whole of the target population.”

Providers weigh in

BaptistCare’s experienced and well-respected head, Charles Moore, has kindly shared a glimpse into his family’s navigation of the aged care system.

Online he’s shared that as his father’s disease, “has progressed, his care needs have changed, and, along with my family, I’ve been helping him navigate the aged care system like so many other Australians.”

“He’s finding it complex, confusing and he and my mum are struggling to weigh up dad’s needs now, his needs in the future and how these all align with the evolving aged care system in front of them.”

The glimpse into an experienced person’s navigation of the aged care system, alongside and in support of loved ones, is invaluable in highlighting the depth of problem at hand. The system is not appropriately set up to yield clear, concise and timely answers for those it serves.

Moore shares, “If my family is finding this tough, I can’t imagine what it’s like for those without an aged care CEO in the family!”

“I worry for the tens of thousands of Australian families who are navigating the aged care system through this period of change to make these decisions with their loved ones.”

Reform agenda

The Inspector-General’s office has stated through the report that the efficacy of My Aged Care, as the single-entry point offered to senior Australians to comprehend the aged care system and their journey through it, must be “front and centre” in the march forward for reform. Pointedly, seniors hailing from diverse backgrounds and those with complex needs cannot be excluded.

Siegel-Brown notes, “For too many older people, access to the care and services that they need is further complicated and delayed by the very platform designed to facilitate this, compromising their ability to live independently and putting them at significant risk of further physical and cognitive decline.”

“With the introduction of the new Act, we have a powerful opportunity to build a system grounded in equity and dignity. But that promise will remain out of reach unless My Aged Care becomes a genuinely inclusive and accessible entry point — one that honours the diversity, rights, and lived experiences of every older person.”

She asserts, “many of the recommendations I make in this review have also been made before but have not been sufficiently prioritised or acted on by policymakers to date.”

Government call

Directly addressing policymakers in Canberra, the Inspector-General has called on the Australian government to acknowledge and act upon the “system issues” highlighted in the report. The office additionally calls upon ministers to allocate the further investment required to comprehensively upgrade the full range of recommendations required to elevate the function of My Aged Care. The end goal is clear, a digital resource “fit-for-purpose in facilitating access to care for all older people in Australia.”

Siegel-Brown states, “The front door into aged care is improving, but not quickly enough to deliver on the promise of the new Act. In many ways, the door needs to be reimagined — not just widened — so that no one is left standing outside.”

Provider consequences

As detailed by Moore, the complexity of navigating the aged care system is weighing heavily on families, even those with highly astute aged care personnel in their midst.

Of concern is that if his father’s needs aren’t able to be cared for at home, “Dad may be forced to find a bed in an aged care home earlier than he wants or needs.” This highlights a concern for both senior and provider that has only been growing.

The demand for RAC beds is rapidly increasing, and with capacity already sitting around the 93% occupancy rate, the lack of policy supporting the bed build rate, along with early admissions demand, is of serious concern for the sector at large.

An aged care system that fails to provide seniors with the information, and timely access to answers and services to stay at home, is likely to result in rapidly overwhelming the RAC section of the sector. Early admission into RAC is a failure on behalf of the system, with grievous consequences for seniors and RAC providers alike.

Strategic clarity

A populace that is able to become informed easily, quickly and substantively is of benefit to not only the individuals of a nation but the pillars of modern society such as the health and aged care sectors. If seniors and their loved ones are able to access answers to aged care, and navigate the system well, the benefits for health, budget, and managing demand are pronounced.

With seniors able to plan ahead quickly, to discern what services they will be able to access reliably, to be able to trust that access will be assured when they need it, and importantly to be able to clearly understand cost, seniors and loved ones will be able to be far more prepared for the important stage of aged care. A prepared and in-control senior is a moral and strategic position for the government and sector.