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Media Release - 28 September 2015

Family harassment in aged care not widespread; positive reviews tell the true story


28 September 2015

ABC Radio’s “AM” Program this morning highlighted the plight of a number of families of aged care residents – many of whom have been bullied after complaining about treatment.

Speaking on the topic of this story, CEO of consumer ratings website Aged Care Reviews, Kenneth Ray, today commented:

The formal aged care complaints system is slow, cumbersome and often leads to inadequate outcomes. Fortunately, Australian families have an outlet to share their stories and voice their concerns.”

 “Aged Care Reviews has nearly 3000 reviews from aged care residents and their families. Our reviews are verified, but submitted with an anonymous username – making it a safe and bully-free platform from which to share their experience”

“The reviews submitted through Aged Care Reviews do not bear out the claim that family harassment is occurring on anything near endemic levels. But the quantum of negative reviews is a concern – particularly when compared to other health related sectors” said Mr Ray.

The recent Aged Care Reviews Sentiments 2015 – What Australians Really Think About Aged Care, in Their Own Words Report, based on consumer reviews from the past twelve months, found that nearly two-thirds (65%) of consumer reviews in aged care were positive, with over a quarter (27%) negative.

 “Aged care has an unfairly deserved negative reputation in the minds of many people. Our reviews demonstrate that most families have a positive aged care experience. But there is more to be done to improve the aged care experience of families.” said Mr Ray.

“Negative reviews are an early warning sign – for consumers, for regulators, and for aged care operators. It is only with a truly open platform like Aged Care Reviews that true cultural change in aged care will come" said Mr Ray.

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