The deciding factor for many people seeking aged care facilities is the evaluation of what each aged care facility lists in their brochures and the expectation that these will be detailed in the legal agreement each new resident signs. These agreements are full of legal jargon and their complexity is beyond the grasp of those without legal training. They are usually signed unread, like the acceptance required when buying computer software services.
The consumer watchdog has started legal proceedings against Bupa which provides seventy-eight aged care homes in Australia. It is alleged that between December 12, 2007 and February 22, 2018 it charged residents of twenty-one of these homes up to a hundred dollars each day for services it either did not provide or which were partially provided.
This extra charge was levied for air conditioning, access to audio books, physiotheraphy rooms, hot breakfasts and travel escorts to external appointments. Bupa has compensated residents $ 3 million to date and notified the watchdog of its actions but this remedial action was not enough to avoid litigation. To date they have repaid approximately 550 residents and the refund has been about $ 2000 for each year they have been in the facility.
Age care is expected to be a major growth industry as Australia ages and it is vitally important that people choosing a provider get factual information on just what care will be provided. It is both costly and difficult for residents to change service providers and many lack a supportive family to act on their behalf.
We are seeing economy of scale change the aged care industry as big companies bridge the gap between the provision of a range of accommodation that takes residents from self care through the provision of additional services as their health deteriorates, until they need a bed in a nursing home. Company size is important in enabling the service range needed to provide continuity through all aspects of ageing.
Originally, aged care was in the hands of charitable organizations who provided facilities for those lacking the care of a loving family and the homes provided were small and scattered. These provided an important service and they will continue to be the choice of many people but the sheer size of future demand favours group home facilities.
It is encouraging that when the big end of home care gets something wrong they confess to the watchdog and get it right. New entrants to aged care are encountering a very complex industry and it will take time to get things right. It is important that the watchdog ensures that the tenancy agreement is couched in simple terms that the average person can understand and that the service provision is spelt out clearly.
It is a service that most Australians will need at some stage of their lifetime.
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