Raising concerns about care, safety, service provision, or dignity
People living in aged care are often frail and rely on others to notice when something changes. Falls, pain, dehydration, infection, or medication issues can escalate quickly if they aren’t followed up properly.
Raising concerns early helps staff respond, keeps residents safe, and supports better care.
When to act
You should raise a concern if you notice:
A fall, injury, or sudden decline
Pain, especially pain on movement
Changes in behaviour, alertness, or mood
Missed medications or unexplained changes
Weight loss, dehydration, or poor intake
Skin damage, wounds, or infections
Lack of communication after an incident
Someone not being treated with dignity and respect
If there is immediate risk, call 000.
Questions you can ask
What happened, and what was checked at the time?
Has a Registered Nurse assessed them?
Has the GP been notified, and when?
What is the plan today, and what happens next?
How will this be monitored and reviewed?
Is this an internal policy/procedure/arrangement or is there legislative or Aged Care Quality and Safety Commission requirements? What are they?
Simple things you can request
A falls incident report or summary
Medication list and recent changes
Weight, food and fluid intake records
Skin or wound care notes, if relevant
A brief written update of the plan
For a review of any decisions made, by someone more senior
If you can’t be there, you can ask for these to be emailed or discussed by phone.
If the matter hasn’t been resolved to your satisfaction and in a timely manner
Aged Care Quality and Safety Commission: 1800 951 822
OPAN – Aged Care Advocacy Line: 1800 700 600
Advocare (WA): 1800 655 566
WA Elder Abuse Helpline: 1300 724 679
Advocacy services are free and independent. They can help you raise concerns safely and effectively.
How to raise concerns constructively
Stick to specific examples and dates
Focus on risk and safety, not blame
Ask for a clear plan and timeframe
Request responses in writing if helpful
Keep notes of who you spoke to and when
Why it’s okay to ask
Raising concerns is part of good care. It helps staff understand risks early and supports safer outcomes for everyone. Asking questions is about partnership — not criticism.
