How shifting aged care legislation impacts client communication

The aged care sector in Australia is undergoing a period of significant transformation, with a wave of legislative changes aimed at improving the quality of care, transparency and accountability across the industry. These changes have profound implications for how aged care providers communicate with their clients — the residents and their families — writes JOHN ANDERSON, Head of Services & Support at Airdocs.

Effective communication has always been central to aged care, but with new reforms reshaping the regulatory landscape, providers must adapt their strategies to remain compliant while fostering trust and understanding. Here’s an exploration of how evolving legislation affects client communications and what providers can do to stay ahead.

The legislative landscape: key changes

Several key reforms are driving change in the aged care sector, including:

1. The Aged Care Quality Standards: Updated standards now emphasise consumer dignity, choice, and ongoing assessment and planning, requiring providers to demonstrate a client-centric approach in all communications.
2. Increased transparency: New measures mandate clear and accessible communication of fees, services and residents’ rights, ensuring clients and their families can make informed decisions.
3. Stronger compliance measures: Providers are now subject to stricter reporting requirements, particularly regarding complaints handling and incident management. This necessitates clear and prompt communication protocols.
4. The Aged Care Act reform: This sweeping legislative update introduces new rights-based principles, further embedding communication as a core aspect of care delivery.
5. Support at Home program: The new Support at Home program will replace the Home Care Packages Program and Short-Term Restorative Care Programme from 1 July 2025.

Impact on client communications

Legislative changes place greater emphasis on clear, compassionate and transparent communication. Here’s how these reforms are reshaping interactions:

1. Enhanced clarity and transparency: Providers must offer detailed, jargon-free explanations of services, fees and care plans. This ensures clients and families fully understand their options and any associated costs, building trust and reducing the potential for disputes.
2. Responsive and proactive communication: The new standards require providers to actively listen to clients and respond to concerns in a timely manner. Communication channels must be accessible, and staff should be trained to handle inquiries and complaints effectively and empathetically.
3. Focus on consumer choice: With the emphasis on consumer-directed care, providers must regularly consult with clients about their preferences and ensure these are reflected in care plans. This necessitates ongoing, meaningful dialogue that respects individual needs and values.
4. Increased use of technology: To meet compliance requirements and enhance client engagement, many providers are adopting digital tools like online portals, apps and video conferencing. These platforms facilitate real-time updates and consultations, bridging communication gaps and increasing convenience for clients and families. While this increase in technology usage has its benefits, there is still the reliance on formal communications such as statements that must be delivered through multiple channels.
5. Cultural sensitivity and inclusivity: The sector’s commitment to diversity means providers must tailor communications to suit cultural, linguistic and individual needs. This includes offering translated materials, interpreters, and culturally appropriate messaging and accessible communications.

Strategies for success

To navigate these changes effectively, aged care providers should consider the following strategies:

1. Invest in staff training: Equip staff with the skills to communicate effectively, handle sensitive conversations, and understand the nuances of the new regulations.
2. Leverage technology: Implement user-friendly digital platforms to streamline communication and improve transparency. Ensure these tools are accessible to all clients, including those less familiar with technology, ie, multi-channel.
3. Engage in regular consultations: Build a culture of collaboration by seeking regular feedback from clients and families. Use this feedback to refine services and address concerns proactively.
4. Simplify messaging: Ensure all communications — from care plans to service agreements — are written in plain language and supported by visual aids where appropriate.
5. Strengthen complaint handling processes: Develop robust systems for managing complaints and incidents. Promptly communicate resolutions and use these as opportunities to improve service quality.

As Australia’s aged care sector evolves, so too must the communication practices of its providers. By embracing transparency, responsiveness and inclusivity, aged care organisations can not only meet legislative requirements but also foster deeper trust and satisfaction among clients and their families. Change can be challenging, but with the right strategies, it’s an opportunity to enhance care and connection across the sector.

John Anderson has over 40 years of technology experience, with a strong focus on business process optimisation, solutions and support. With a deep understanding of the Australian care sector, he has spent the last decade working with three software providers specialising in aged care funding and software solutions. At Airdocs, John leads the Services & Support team, ensuring care providers receive expert guidance in streamlining operations, enhancing software solutions, and navigating complex funding and compliance requirements.

Image credit: iStock.com/SDI Productions