YOU DON'T KNOW WHAT YOU DON’T KNOW: The current state of Australian aged care service literacy

This study asks whether older Australians have the knowledge, skill and motivation to access aged care services.

National Seniors Australia has conducted a number of research projects into aged care. In 2017, our research provided an early stage analysis of Consumer Directed Care. Earlier in 2018, we reported on the experiences of older Australians receiving home support and home care services, as well as the issues of people providing informal care to family members.

This study considers a further aspect of aged care: service literacy, or the level of understanding that seniors have about the sector, including access to the My Aged Care website and call centre, assessment services, consumer contributions, complaints processes, regulation of the sector, and consumer rights.