An increasingly fragmented system, strained by delays, has become a source of national concern. For many, what should be a straightforward process to access support has turned into an exhausting and emotional battle. The government’s response and the growing reliance on private organisations to conduct assessments have only complicated matters further.
Growing Backlog Puts Elderly Australians at Risk
According to recent data, more than 116,000 Australians are currently waiting for an aged care assessment. This backlog, exacerbated by the shift to private providers, has led to delays stretching anywhere from six to ten months.
The average wait time for an assessment, which was reported to be 23 days in the July–September 2023 quarter, has little bearing on those facing urgent needs. Peter O’Shannessy, a 74-year-old man recovering from throat cancer, tragically died before he could access the home care services his family had fought for. His story is a tragic reflection of the reality for countless Australians caught in the system.
Peter’s family, after his initial approval for a level-three home care package, were informed they would have to wait up to nine months to receive the necessary support. When his health deteriorated rapidly, they requested a reassessment, but were given an eight-week wait for a visit from Aspire4Life, the company tasked with reassessing their case. Tragically, Peter passed away four weeks before that visit could occur.
Experts argue that the increased privatisation of the aged care assessment system has exacerbated the problem. In December 2023, the government transitioned from relying on Aged Care Assessment Teams (ACAT), which operated through state health departments, to private companies like Aspire4Life. While these providers are tasked with conducting assessments and determining the level of care needed, their effectiveness is under question. The shift has left families like O’Shannessy’s waiting for vital assistance, with many facing long waits for a reassessment that may never come.
Private Companies Under Pressure to Meet Deadlines
The shift to private contractors was intended to streamline the process, but according to those working in the field, it has led to a rushed and impersonal approach. Former clinical assessor Janine Mason, who worked with one of the newly contracted companies, shared concerns over the pressure on assessors to complete evaluations quickly. She noted that there were even guidelines that dictated that elderly people could be removed from the waiting list if they did not respond to three phone calls.
“There are obviously KPIs about how much time can be spent trying to contact the older person. We were advised three calls were to be given. If they don’t respond to those calls, then that referral would be rejected,” said Mason, adding that such practices led to dehumanising assessments.
While some organisations deny this was a widespread policy, others have confirmed similar practices are happening elsewhere, creating further challenges for vulnerable elderly Australians in desperate need of care.
Moreover, there are concerns that some of these private companies may have conflicting interests. According to the Aged Care Royal Commission, assessments should be independent from service providers to avoid any perceived bias. Yet, it has been revealed that more than half of the private companies now conducting assessments are either service providers themselves or related entities, raising concerns over conflicts of interest.
Despite the government’s claims that wait times have improved, families like the O’Shannessys continue to face undue hardship. The Department of Health has promised to enforce strict Key Performance Indicators (KPIs) to ensure timely assessments, but at a recent Senate Estimates hearing, it was admitted that these standards would not be fully enforced for at least 12 months.
The inadequacies in the current system, as well as the emotional and physical toll on families, highlight the urgent need for reform. Vulnerable elderly Australians, particularly those without strong family support, are paying the price for a system that, despite being labelled a priority, remains fragmented and overwhelmed. For many, the promises of change feel distant, with bureaucratic hurdles continuing to block access to the care they need.
