We know that the quality and safety of care and services is one of the most important factors when choosing an aged care provider. But what should you expect from your provider? And how can you be sure a provider will deliver the best quality of care for you?
There are many factors that go into delivering high quality care. These include meeting regulatory and health care requirements and providing enough staff. High quality care is about listening to people, understanding them as individuals and delivering care in line with their needs and preferences. It’s about hearing and responding to feedback from the people receiving care, to ensure the best possible quality of life.
You can use the Find a provider tool to find service providers in your area that are regulated by the Aged Care Quality and Safety Commission. This means they need to meet the Aged Care Quality Standards and other legal requirements.
If you’re looking at a Home Care Package or an aged care home, you’ll find some extra information to help you understand how they are performing.
Aged care homes receive a Star Rating for Compliance, Quality Measures, Residents’ Experience, and Staffing. The ratings for each subcategory make up the home’s overall Star Rating.
This rating is based on this organisation’s performance in relation to Compliance, Quality Measures, Residents’ Experience, and Staffing. The ratings for each of the subcategories that make up the Overall Star Rating are shown below. The Overall Star Rating was most recently updated on 7 August 2023.
The Australian Government assesses the quality of care at all government-funded aged care homes. Based on these assessments, each home receives a Star Rating as a simple way of showing information about the quality of care they provide and how they compare to others.
Star Ratings were introduced in December 2022. Aged care homes receive a rating between 1 and 5 stars to indicate the quality of care across 4 key areas of performance. Outcomes in these 4 subcategories inform an overall Star Rating.
The 4 key areas are:
The Compliance Rating looks at whether an aged care home is meeting government regulations and standards. The Aged Care Quality and Safety Commission checks aspects of care including quality, safety, financial matters, and management.
An aged care home with a 1-star rating means that a decision such as a sanction has been made in response to a high level of risk to people receiving aged care. A 5-star rating reflects a 3-year period with no non-compliance decisions and an accreditation period of at least 3 years.
The Compliance Rating contributes 30% to the overall Star Rating.
2. Quality Measures
The Quality Measures Rating describes the quality and safety of care in aged care homes in relation to five key areas of care. These areas are important indicators of whether a home is providing high quality care to its residents. Quality Measures looks at incidents at the home and compares these results to the national average.
The five Quality Measures are:
The Quality Measures Rating contributes 15% to the overall Star Rating.
3. Residents’ Experience
The Residents’ Experience Rating considers how residents feel about the quality of care they receive in their aged care homes. It’s based on surveys from residents gathered by an independent team. It looks at their experiences of:
The Residents’ Experience Rating contributes 33% to the overall Star Rating.
The Staffing Rating looks at the amount of care being provided by nursing and personal care staff in an aged care home. It tells you whether aged care homes are meeting their care requirements in relation to:
The Staffing Rating contributes 22% to the overall Star Rating.
When you use the Find a provider tool to check an aged care home’s Star Rating, you’ll see an overall Star Rating between 1 and 5 stars. More stars means an aged care home is delivering higher quality care across the four key areas of performance.
The table below displays the different rating levels and the number of homes nationwide that have received each rating.
|Overall Star Rating
|Significant improvement needed
There are a number of reasons why a provider may display a ’No rating’ label. This may be because the aged care home:
For new providers, new ownership, or recent reopening, data and ratings will appear in the subcategory areas from about 6 months. The overall Star Rating is displayed at 12 months once data across all four subcategories has been collected.
There are some exceptions in the display of ratings and data in some of the subcategories:
You may also see a provider with a 1-star rating, but without data. This may happen in the Residents’ Experience, Quality Measures, or Staffing subcategories. It means the provider reported their data late or chose not to provide the data needed. These providers have not been granted an exemption.
You have the right to receive high quality care and services, and to always be treated with respect and dignity. This is part of the Charter of Aged Care Rights.
If you have concerns about the quality of care that you or your loved one is receiving, a good first step is to talk to your provider about it. If you need help with talking to your provider an advocate may be able to help you. Learn more on our Advocacy page or visit the Older Persons Advocacy Network website.
If you don’t feel comfortable talking to your provider, or you have spoken to them and your concern has not been resolved, you can make a complaint to the Aged Care Quality nd Safety Commission. If you wish, your complaint can be confidential or anonymous. They can help you resolve your concern with the service provider and can take regulatory action where needed.