The Struggles – Why Feedback and Responsiveness Are Key in Aged Care
We recently hosted a podcast with a client of in-home aged care, Sharon. Not all of Sharon’s experiences with in-home aged care have been positive. In her podcast conversation, she recalled moments when she didn’t feel respected — from being driven in dirty cars to interacting with carers who didn’t present themselves professionally.
For Sharon, these moments made her feel like “just a number” rather than a valued person. Speaking up was difficult, but she recognised that her needs had to come first.
Her story highlights a broader issue in Australian aged care: feedback systems must be safe, accessible, and responsive.
The Aged Care Quality and Safety Commission encourages all clients to provide feedback — whether positive or negative — to help improve services (Aged Care Quality and Safety Commission).
Under the upcoming Support at Home Program (commencing 2025), there is an even stronger emphasis on consumer choice and voice, making client feedback central to quality standards (Department of Health and Aged Care).
OPAN (Older Persons Advocacy Network) offers free, independent support to help older Australians and their families raise concerns and seek improvements in their care (OPAN).
As Giovanni and Giselle explained, the real measure of a provider is not whether issues arise — but how they respond. Do they listen, take action, and communicate outcomes? That is what builds trust.
For clients like Sharon, and for the thousands of Australians receiving in-home aged care, having their voice heard isn’t optional — it’s essential for safety, dignity, and quality of life.