Inspector-General finds My Aged Care failing many older Australians

Australia’s gateway to aged care, My Aged Care, is failing a significant number of older Australians, according to a review released last week.

Inspector-General of Aged Care Natalie Siegel-Brown's final report on the Review of My Aged Care has exposed systemic flaws in the platform, which is designed to be the single-entry point to the aged care system.

The report, tabled in Parliament, concludes that for many, My Aged Care is not fit-for-purpose. Ms Siegel-Brown said that instead of an open door, older people often face a complex maze.

“Improvements have been made, but far too many older people – particularly those from diverse backgrounds or remote communities, and those with complex needs or limited digital literacy – are still struggling to access the care they need, when they need it,“ she said.

This directly undermines the rights and dignity now enshrined in the new Aged Care Act 2024.

Older Persons Advocacy Network (OPAN) chief executive officer Craig Gear said the findings are consistent with feedback from older people.

“The report’s message is clear – My Aged Care is failing too many older people, who are left unable to navigate and access the support they need, when they need it,” Mr Gear said.

“My Aged Care is meant to be the front door to the aged care system, but many older people are unable to find the front door or to step their way through it.

“Aged care is very complex and older people deserve user friendly and easy to navigate pathways including in person access points.“

A systemic failure

Ms Siegel-Brown emphasised that the issues are not new, nor are the review’s findings original. Many of these problems have plagued My Aged Care since its inception in 2013, despite previous calls for reform.

She highlighted that the experience is “more akin to navigating a maze,” compromising older people’s ability to live independently and putting them at significant risk of physical and cognitive decline.

The review, which was initiated by former Acting Inspector-General Ian Yates AM, sought to determine if My Aged Care offers an equitable and universally accessible single-entry point in the new ‘rights-based’ era for aged care.

The findings are clear: for many, it does not. The new Act codifies the right to equitable access, but this right is meaningless if the system is inaccessible.

The Inspector-General’s review considered over 1100 documents from the Department of Health, Disability and Ageing and its partners, along with 36 stakeholder submissions and direct engagement with key groups.

Consistent themes emerged around low awareness, poor accessibility, and inequitable service provision.

The Inspector-General’s report identifies several critical failings of My Aged Care:

• Poor awareness and understanding: It is not well known, poorly understood, and insufficiently promoted.
• Onerous complexity: It remains too complex to navigate and is not appropriately tailored to the needs of the entire target population.
• Unsuitable delivery model: It relies on a model of delivery and a workforce that are not conducive to providing personalised support.
• Lack of equity: It is not equitable for older people from diverse backgrounds and those with complex needs.

These issues mean that access to care is complicated and delayed by the very platform designed to facilitate it.

Recommendations

The Inspector-General is calling on the federal government to address these systemic issues and provide the additional investment needed to implement a comprehensive set of recommendations.

These recommendations span seven areas, building on those from the Royal Commission into Aged Care Quality and Safety:

1. Improved public awareness of the aged care system: A national communication campaign to raise awareness of care options and encourage early planning, including financial considerations.
2. Improved public awareness and understanding of My Aged Care: A national multimedia campaign to promote My Aged Care’s role as the single-entry point, inclusive of all access channels (digital, phone, face-to-face) and co-designed with diverse communities.
3. Reduced system complexity: Redesigning the My Aged Care website with a focus on user experience, streamlining information, and considering a live web chat assistant and a software application. This also includes developing clear instructional guides in various formats and improving systems interoperability with other government services like My Health Record and MyGov.
4. My Aged Care workforce capacity and capability uplift: Strategies to improve the workforce’s capacity and capability across all access channels, ensuring accurate, timely, and culturally safe support. This involves an independent review of contact centre operations, a refocus on quality of personalised support over KPIs, and enhanced training in areas like cultural competency, dementia awareness, and trauma-informed care.
5. Increased access to navigational and face-to-face supports: Funding additional personalised phone and face-to-face support options, similar to the care finders program but with broader eligibility criteria. This includes a detailed review of existing navigational services to identify gaps and design new offerings.
6. Enabled equitable access to aged care: A targeted program of work to ensure equitable access and engagement for all older people, regardless of location, background, or life experiences. This includes co-designing the My Aged Care system with Aboriginal and Torres Strait Islander people and developing a robust monitoring and evaluation framework.
7. Commitment to action and public reporting: The Australian Government is urged to accept the recommendations in full, designate a senior responsible officer for implementation, and publicly report on progress biannually.

The Inspector-General stressed that the success of a single-entry point service predicated on equitable access “needs to work for everyone. At present, it does not.” She urged the government to accept the recommendations in full.

“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.”

The Inspector-General’s Office will continue to monitor progress on My Aged Care, advocating for a system that truly supports older Australians’ personal ageing aspirations, understands their care needs, and respects their specific identities and circumstances.