In a report that details the litany of problems consumers face when accessing aged care services in Australia, the Older Persons Advocacy Network (OPAN)'s National Aged Care Advocacy Program Presenting Issues report highlights two key failings: poor communication and a lack of information from providers.

In residential aged care, home care, and the Commonwealth Home Support Package (CHSP), the lack or miscommunication was the most popular reason that older Australians sought OPAN support in 2023-24.

The main communication issues were unclear information on My Aged Care, unprofessional communication with frontline aged care workers, unclear or a lack of communication about fees and charges, and a lack of communication about service availability and rosters.

“It is disappointing to see that yet again, people are struggling to have clear communication and information from their aged care providers," said OPAN CEO Craig Gear.

Overall, OPAN provided 44,428 cases of advocacy and support in 2023-24, an increase of 20% from the previous year. 

In his introduction, Craig said many of the cases that informed the report  were "harrowing" and "illustrate the multiple ways in which the current aged care system is failing those it is designed to support.

"Australia is on the cusp of a major cultural shift in the way we deliver aged care, but we’re not there yet, he said.

Home Care Package (HCP) made up a disproportionally large proportion of OPAN cases during the year, at 44% of cases compared with HCP consumers making up only 21% of all people using aged care services. The result comes as the waiting list for HCPs has blown out to 76,000.

The 90-page report makes 47 recommendations, 23 of which remain from the previous year's report. Read OPAN's report in full here.