This site has been set up for older and infirm Australians, their families, carers and friends – as well as those working in this sector – to share their experiences ahead of the Federal Government’s next moves on aged care regulation.

Your input will be invaluable as a way to let Canberra publicly know what the issues are at the coalface. You will be helping us show policymakers and politicians what really needs to be addressed.

If you browse through each of the site’s sections, you will get a feel for some of the issues raised by others. Each page has a conversation-starter and usually at least one link to a news story, report or other relevant information. Just follow the link at the bottom of the page to have Your Say on Aged Care in Australia.

We invite negative and positive insights about residential, in-home or community aged care that you or a loved one has experienced. We also welcome input from those tasked with providing that care.

NOTE: Please read the Submission instructions before contributing.

This website is an initiative of Older People Speak Out, an all-volunteer group of retired and semi-retired professionals who advocate on behalf of Australians aged over 50 years. We are an independent, free-spirited group with the experience, knowledge and qualifications to speak out on older people’s issues without fear or favour. OPSO has been going strong for 25+ years and you can find out more about us at opso.com.au, where you can become a member for just $10 a year.

Not what was promised

We received a call from our mother’s aged care facility around breakfast time one Friday that she was on her way to hospital after having breathing difficulties overnight. She passed away late the next day, in early November 2016. The emergency department doctors said the likely cause of her admission to hospital the day prior was “aspiration pneumonia”. (This condition occurs when food, saliva, liquids, or vomit is breathed into the lungs or airways leading to the lungs, instead of being swallowed into the oesophagus and stomach.)

But it’s how we got to that point that should concern others in the same boat as well as those who claim to be reforming aged care in Australia. Our family knew very little about the aged care industry when our fiercely independent elderly mother had a nasty fall in her retirement village unit in 2011 and, during her hospital rehabilitation, was assessed as requiring around-the-clock care. That wasn’t something that her retirement village provided.

So, before she was discharged from the hospital, we searched far and wide and placed her name on several waiting lists. As time came close to her mandatory discharge date (yes, there is a limit) and she was once again mobile, we’d still not received an offer of a suitable place. The hospital helped us find her a facility that could take her. However, it 30km from her nearest relative. All her belongings that she was taking into care were moved there, only for a more suitable place, 15 km from her family, to become available a week later – for which she and the rest of the family were grateful.

When she settled into her permanent aged care facility on Brisbane’s northside, we were all pleased that she would be getting the services and attention she required, even if she wasn’t too thrilled with the hot meals on offer because, she claimed, they were “bathed in gravy”. We continued to visit her regularly and, whenever it was practical, take her out for a meal or picnic.

Initially, all seemed positive in most other respects. Sure, there were repeated trips required every couple of months for her hearing aids to be repaired because she or the staff attending to her had been too heavy-handed and broken the battery door or shoved the battery in back-to-front, jamming the thing shut or cutting an internal wire. And, despite having all her clothing – including underwear – marked, things would periodically go missing, with only the occasional item finding its way back to her room.

But, slowly at first and then more noticeably over the following years, things began to change. We first really noticed it about the time when the original general manager moved on. With Mother having been there a couple of years by then, we knew most of the RNs and ENs as well as the regular food and cleaning crews. Suddenly there were new faces and staff seemed a lot busier. Many regulars had left.

Mother had a fall in her bathroom in the early hours one day and wasn’t found until just before breakfast. She was unable to get up from the cold floor without assistance and, consequently, was in pain and quite scared. Months later she had another fall, this time more serious: dual fractures in her pelvis, requiring another hospital admission. After recovering from this she walked far less and was pretty much restricted to her bed or her electric-lift chair, with any movement beyond these requiring a stand-up rollator plus staff to assist her. Her outings in the car ended, too, closing her world down that bit more.

It was about this time that we noted that staff shortages had really became obvious. Mother would buzz for someone to help her to the toilet, but it would take ages until anyone replied. We even saw this for ourselves. A proud woman, she was mortified if she soiled herself or had “an accident” on the way to the toilet from an over-full bladder or upset bowels. Sometimes, particularly at night, no one would respond if she buzzed. So the aged care facility put her in adult nappies, not because she was incontinent, but because they didn’t have enough people on deck to attend to her toileting needs.

One former RN, who bumped into us a few weeks after she’d resigned, told us she had departed because of the unrealistic workload. We respected her care and Mother thought a good deal of her. She told us the breaking point was when she was assigned responsibility for 70+ residents on her overnight shifts. Given the number of elderly residents requiring nurisng attention overnight, sometimes for serious medical reasons that would require constant care until an ambulance arrived, it was easy to understand why this nursing professional found that situation intolerable.

When our Mother first went into full-time care, she would join a small group of other residents at a central dining table for her meals. After her falls, she eschewed that, preferring to dine in her room where she’d spend most of her days in her electric-lift chair beside her bed. However, sitting for long periods led to painful bedsores developing on her tailbone and a nasty lesion appeared on the underside of one ankle because her leg had been resting over the end of her elevated footrest, cutting off the circulation to her foot. These should have been avoided with basic nursing care.

Mother never really adjusted to the food on offer, finding most of it too bland and tasteless. So we would bring her the occasional hot meal (fish and chips were a favourite but not on the facility’s menu, other times it might be a roast with veges) or some of her favourite baked treats. Whenever we brought a meal, we’d ensure we stayed until it was consumed and tidy up afterwards. Over the years, it was obvious to us that the standard of food – and quantities served – had slipped markedly. Mother’s weight fell, too, a sure sign she either wasn’t getting sufficient calories or wasn’t eating what was put in front of her.

What we began to notice when we visited, and repeatedly alerted staff about, was that her fingernails would have food stuck underneath them. Clearly she was past using utensils for most things, so would scrape up food with her fingers. Given she was supposed to be receiving personal care, we were astounded that her hand hygiene wasn’t being attended to nor, apparently, was she being assisted when eating alone in her room.

The diagnosis, then, of aspiration pneumonia could well have been the consequence of such oversights. We will never know. What we do know is that the level of care in a once highly reputable facility fell to well below an acceptable standard. Our mother was there to receive care and attention. Indeed, when she entered the facility in her early 90s, we were assured that she would, if needed, receive end-of-life care in situ. She had signed an advanced care plan and had indicated in no uncertain terms to her family that she did not wish to have any other interventions beyond pain relief if she were to have a major medical episode. We were grateful for having that documented when her time came but will always wonder whether sub-standard care sped up her departure.

Ultimately there was no end-of-life care offered by her aged care facility when she eventually needed it five years later. It was, however, expertly provided in a public hospital. We have wondered whether a sign that there was a certain level of guilt on the part of the aged care facility was that they didn’t even extend their condolences after her passing. They merely told us we had 24 hours to vacate her room and remove her possessions.

EM & KE, Brisbane

Care in aged care facilities

Start here


This website is an initiative of Older People Speak Out, an all-volunteer group of retired and semi-retired professionals who advocate on behalf of Australians aged over 50 years.

We are an independent, free-spirited group with the experience, knowledge and qualifications to speak out on older people’s issues without fear or favour.

OPSO has been going strong for 25+ years and you can find out more about us at opso.com.au, where you can become a member for just $10 a year.


About this site 

Submission instructions 


Start here

In-home and community care


Many hundreds of thousands of older and infirm Australians elect to receive in-home and/or community care in preference to moving to an aged care facility, in part because it gives them more freedom.

If you or your loved one/s are in this situation – or you provide care in the community – we invite you to explore and contribute your observations and ideas in this section of the Your Say on Aged Care website.

If you or a loved one has been in an aged care facility – or you have worked in one – we invite you to explore this section and have Your Say on in-home and community care in general or via any of the following sub-topics:

Care recipients’ rights and responsibilities
Medication management
Meals (including fluids)
Communication challenges
Personal care
→  Hygiene, sanitation
Personal safety & security

→  Financial abuse
→  Falls, physical harm, abuse
→  End-of-life and palliative care
→  Dying at home
Accessing home-care packages

Have your say on aged care-2

In-home and community care

Residential aged care


With scandals such as that at a South Australian aged care facility for dementia patients – and more recently at multiple Queensland aged care facilities – where several deaths were caused by improper care, the sector has increasingly been under the spotlight.

The first report notes that five people associated with the now-closed South Australian facility were the subject of adverse findings of maladministration: the nursing director, the service manager, one doctor, a nurse and a health department official.

An official inquiry found there had been failures in clinical governance, incidents of rough handling of patients, excessive use of restraints and a high level of injuries.

Astonishingly, the inquiry found that “senior people, including some ministers and chief executive, who were responsible by virtue of their office for the delivery of care and services to the consumers, should have known what was going on but did not”.

Not all care shortfalls in aged care facilities have fatal outcomes. Nevertheless, many have serious consequences for the residents and their families.

Conversation starter

If you or a loved one has been in an aged care facility – or you have worked in one – we invite you to explore and have Your Say and explore any of the following sub-topics in this section of the website:

Aged care residents’ rights and responsibilities
Medication management
Clinical care
Resident meals (including fluids)
Personal care
Hygiene, sanitation
Personal safety and security
Property loss or damage
Financial abuse
Falls, physical harm, abuse
End-of-life and palliative care
Staffing in residential aged care

Staff:resident ratios
→ Training
Off-loading to hospitals

Have your say on aged care-2

Care in aged care facilities

Privacy statement


Older People Speak Out (OPSO) – the publishers of the Your Say On Aged Care website – will only collect, store, use, disclose and destroy personal contact information in accordance with the Privacy Act 1988.

Schedule 1 to the Privacy Act 1988 contains the Australian Privacy Principles which regulate the way in which organisations such as OPSO can collect and use personal information.

The Your Say On Aged Care Privacy Policy below sets out the way in which OPSO complies with these principles.

Privacy Policy

Any time you complete a submission to the Your Say On Aged Care website – via the provided online or downloaded form – you will be prompted to provide personal and contact information.

Whether submitting on your own behalf, or on behalf of another individual who no longer has the access, ability or capacity, you will be required to provide personal and contact information relating to you as well as any individual/s for whom you may be acting.

Personal and contact details will be kept confidential, unless – in specific cases – you otherwise direct or grant permission for its release.

This personal and contact information may be used by OPSO to clarify or verify details provided.

Personal information will not be shared with a third party unless it is lawfully requested or there is an immediate risk to one or more individuals.

On the form, you will be given the option to receive communication from OPSO in the future and invited to become a member. You may accept or decline either offer.

In line with legislative requirements, OPSO will not use your details for communication unrelated to the Your Say On Aged Care project without your express permission.

OPSO will only use information you provide to external parties where such use is lawful.

If accidental or unauthorised use – or disclosure – occurs, OPSO will act quickly to rectify and remedy the situation.

All reasonable steps will be taken by OPSO to protect your personal and contact information from misuse, interference, loss, unauthorised access, modification or improper disclosure.

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Your personal information and contact details will be retained separately – for the duration of this project – from the descriptive content you provide that may be used for publishing online.

With any content you submit that is intended for publication, you may elect to remain anonymous or to use one or more suitable pseudonyms, however, you will be required to indicate the region from which the post is being made. This detail will be included with your published content.

At any time, you may request to access personal information held by OPSO about you or the person/s for whom you are acting and you may request correction of any inaccurate details.

The lifespan of the Your Say On Aged Care website is intended to be limited, with its closure likely to be at the end of 2018, unless otherwise required or notified.

At the time of the website’s closure, all personal information provided will be destroyed unless you have given permission for your details to be used for other purposes (such as receipt of OPSO emails or requested OPSO membership).

Privacy statement

Your say on aged care form


      • This form comes in two sections
        • Fields 1-10 contain contact information that
          will not be published without your prior permission
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          permission to be reviewed, edited if necessary, and published
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        please download the form here and mail your completed form to:
    • Your Say on Aged Care
      c/- OPSO
      PO Box 1037
      Mt Gravatt Qld 4122.



Your Say on Aged Care Form



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