For an older Australian who is Deaf or hard of hearing, navigating My Aged Care can feel like running an obstacle course designed for someone else.
Barriers emerge from the first phone call to the last written notice. Yet, these obstacles can be overcome with the proper support – relay services, Auslan interpreters, informed staff, and advocacy assistance.
Effective communication is fundamental at every step of the aged care journey. For older Australians who are Deaf or hard of hearing, barriers can arise right from the initial contact with My Aged Care. This government gateway is typically accessed via a website or national phone line, which can pose obvious challenges if you have difficulty hearing. While My Aged Care does offer aids like the National Relay Service and sign language interpreting, consumer feedback suggests these supports, while helpful, don’t always eliminate the obstacles in practice.
This raises the need for continuous improvements: ensuring My Aged Care contact methods are user-friendly for the hearing impaired, streamlining the representative process, offering alternative assessment pathways, and delivering information in formats people can understand. It’s about ensuring older people with hearing impairments don’t fall through the cracks of a complex system.
Recent Progress in Accessibility
In recent years, meaningful efforts have been made to improve accessibility. For instance, My Aged Care has implemented Auslan video interpreting services, allowing Deaf, Deafblind, or hard-of-hearing individuals to contact them through a free three-way video chat with an Auslan interpreter. The National Sign Language Program has expanded to include free sign language interpreting and captioning services for health and medical appointments for eligible older individuals.
A program by COTA Victoria aimed at Deaf seniors demonstrated that when information was delivered in Auslan and face-to-face support provided, Deaf elders eagerly engaged and took control of their care. This outcome highlights the importance of ongoing enhancements to communication methods.
How Does Aged Care Compare to Other Systems?
When examining accessibility practices, comparing My Aged Care with other support systems in Australia is helpful. One key comparison is with the National Disability Insurance Scheme (NDIS), which serves people under 65 (at the time they joined the Scheme) with disability. The NDIS generally offers more individualised support for communication needs.
A common criticism has been that older Deaf people who were not eligible to join the Scheme because they were older than 65 were left worse off than their younger counterparts due to the aged care system not initially covering Auslan interpreters or specialised technology. This gap has started to close with initiatives like the National Sign Language Program, which essentially imports best practices from the disability sector by providing interpreters as fundamental support.
Another point of comparison is healthcare services. Hospitals in Australia are expected by policy to provide interpreters for Deaf patients under the Disability Discrimination Act. While compliance varies, the principle is recognised. The aged care system has followed suit by acknowledging the right to communication access during assessments and care. Some state-run senior support programs, in partnership with My Aged Care, also prioritise accessible communication.
The Need for Further Improvements
Despite progress, My Aged Care relies heavily on individuals proactively requesting accommodations. Other systems, like the disability sector, embed communication support as a default. Within aged care facilities, accessibility varies widely. Some residential homes have staff trained in assisting people with hearing challenges and those who sign, while others lack basic communication strategies.
To bridge these gaps, My Aged Care will continue adapting. Simplifying processes, ensuring proactive support, and providing accessible information will allow these older Australians to access care with dignity, autonomy, and full understanding at every step.
By committing to continuous improvements, My Aged Care can ensure that Deaf and hard-of-hearing Australians are not left behind in a system meant to support them. The ultimate goal is an aged care system that listens to all its users.