Policy Goal: person-centred services that recognise those accessing care and support as individuals and deliver quality outcomes
The design of care and support services must focus on the needs of those who require the care and support. The quality of experience with care and support systems and of the service received is influenced by a multitude of factors. If there are not enough workers, or providers operating, quality care and support will not be accessible to those who need it. If workers don’t have adequate conditions of work, they are less able to deliver quality care and support.
As Australia is a highly diverse nation, it is important that care and support services are culturally appropriate and psychologically safe for all people. Additionally, the formal care and support system must complement the significant contribution that is made by informal carers.
High quality care and support services help people to maintain or develop their capabilities and independence to lead fulfilling lives or have good quality of life. In contrast, poor quality care and support can have serious negative impacts.
Consumers understand quality care and support when they see it, and they know when it is missing. Specific markers of quality may look different in each sector due to their different focus. For example, ECEC focusses on children’s development while aged care focuses on enabling people to maintain their independence and quality of life as they age. However, what is common across these sectors is that quality services are person-centred and recognise those accessing services as individuals.
One of the most important developments in aged care and disability support in recent years has been the move towards empowerment models of care and support. These policy shifts give control to the people accessing services, and recognise the inherent rights of the individual to make choices about their lives. Choice and control for people using care and support needs to remain at the centre when considering any other changes to programs or regulatory settings.
Of course, consumer choice needs to be coupled with consumer protection. The Royal Commission into Aged Care Quality and Safety, and the current Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability have shone a light on poor quality care and support in these sectors.27 The exposure of these failings has resulted in a strong and resounding call from the Australian public to do better.
There is already some work underway focussing on improving quality of care and support. This includes the NDIS Review and a Productivity Commission inquiry into ECEC. In addition, a vision for the ECEC sector is being developed between the Australian Government and states and territories, and a new National Early Years Strategy and significant reforms of the aged care sector are progressing.
Ensuring the availability and delivery of quality care and support requires a multi-faceted approach. Regulation plays a key role here, ensuring quality and safeguarding consumers, but it should be carefully designed to avoid potential unintended consequences. Ultimately, a market that allows choice between quality providers, upholds quality standards and has access to a sufficiently sized and skilled workforce is one that is most likely to ensure people can receive high quality care and support.
- Royal Commission into Aged Care Quality and Safety, 2021; Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability, due for completion September 2023.Return to footnote 27 ↩