Star ratings for aged care homes reveal the worst in NSW

A new aged care star ratings system has revealed 14 per cent of homes in NSW are considered subpar. See our full list of the worst homes and compare those in your local area.

The worst aged care homes in NSW have been exposed with the federal government giving each facility across the state a star rating out of five.

So far, 13 aged care homes have received one star and 105 have recorded two stars, meaning 14 per cent of the 814 rated homes in the state are considered subpar.

However around 0.5 per cent of homes – totalling four facilities – in NSW were given a five-star rating including Southern Cross Care Marian Nursing Home, Lilliane Brady Village Nursing Home, Oolong Hostel and Willoughby Retirement Community Hostel.

National Seniors Australia Chief Advocate, Ian Henschke, said the new Star Ratings would provide a reference point for people if they understand what the ratings mean.

“It will take some time for the data to become meaningful and for people to understand how this system differs from the general star rating system we associate with hotel accommodation,” Mr Henschke said.

For example, a three-star rating for a hotel is one that delivers a broad range of amenities that exceed above-average accommodation needs and good quality service, design and physical attributes that are typically fit for purpose to match guest expectations.

“But in Aged Care three stars means it’s ‘acceptable’ and that could be an aged care home with an improvement notice on it,” Mr Henschke said.

One of the homes to receive one star is Burrowa House in Boorowa.

Burrowa House business manager Phil Coggins said the system was “a joke” and did not necessarily reflect on the real operations of a facility.

“Our quality of care is second to none,” Mr Coggins said.

13 aged care homes in NSW received one star. Picture: iStock.

“Our staff are brilliant and caring. Yes, our governance is poor and we are working on improving it, but good governance doesn’t necessarily mean a good facility.

“Poor governance, on the other hand, may just mean staff are too busy actually caring for our residents instead of dealing with paperwork for half their working day.”

A spokeswoman commenting on behalf of four Bupa homes that received a one star rating said the current assessment criteria reflected historic noncompliances.

“We’ve invested significantly in uplifting our quality measures and resident experience and believe we’re well positioned to improve our ratings over coming months,” she said.

“Star Ratings also highlight the challenge for the sector’s future viability.

“In addition to providing transparency through the new rating system, we need to reflect on how the sector is funded and what needs to be done to ensure we have robust aged care system for the future.”

Four aged care homes in NSW received a five star rating. Picture: iStock.

An Elizabeth Lodge spokeswoman in Sydney’s Rushcutters Bay, which also received one star, described the documentation standards as inadequate and said they were “on track towards rectifying this issue”.

“It should be noted that Elizabeth Lodge received the highest possible rating – five stars – for quality measures, which relates to the health and wellbeing of our residents,” she said.

Another facility receiving a one star rating is Anglican Care’s facility, McIntosh Court in Booragul, with a spokesman saying the staff worked “tirelessly” to improve the quality of care. It follows a site audit in early September which found the facility did not meet compliance standards.

The Albanese Government said the new Star Ratings fulfilled one of its election promises which was designed to make aged care more transparent and was a recommendation by the Royal Commission into Aged Care Quality and Safety.

Aged Care Minister Anika Wells said homes needed to embrace the transparency and “not make excuses”.

AGED CARE HOMES WITH ONE STAR WITHIN 250KM OF SYDNEY CBD:

Indochinese Aged Care Services

680a Cabramatta Road West, Bonnyrigg NSW 2177

Bupa Clemton Park

1 Tedbury Street, Clemton Park NSW 2206

Bupa Waratah

219 Christo Road, Waratah NSW 2298

Moyne Aged Care Plus Centre (0033)

161 Nangar Road, Canowindra NSW 2804

Moyne Aged Care Plus Centre (2519)

161 Nangar Road, Canowindra NSW 2804

BaptistCare Orana Centre

193-201 Brisbane Water Drive, Point Clare NSW 2250

Anglican Care McIntosh Court

Toronto Road, Booragul NSW 2284

Elizabeth Lodge Hostel

79 Mount Pleasant Ave, Wahroonga NSW 2076

Burrowa House

79 Ford Street, Boorowa NSW 2586

Marco Polo Woonona Care Services

11 Watergum Way, Woonona NSW 2517

St Basil’s Lakemba

300 Haldon Street, Lakemba NSW 2195

St George Aged Care Centre

3-5 Verdun Street, Bexley NSW 2207

Residential Gardens

420 Woodstock Ave, Rooty Hill NSW 2766

STAR RATINGS GUIDE

1 star – ‘significant improvement needed’.

2 stars – ‘improvement needed’.

3 stars – an ‘acceptable’ quality of care.

4 stars – a ‘good’ quality of care.

5 stars – an ‘excellent’ quality of care.

Ratings can change throughout the year, which is explained below:

Compliance: Based on noncompliance decisions made by the Aged Care Quality and Safety Commission reported daily.

Residents’ Experience: At least 10 per cent of older Australians living in residential aged care homes are interviewed face-to-face about their overall experience at their residential aged care home by a third-party vendor once a year.

Staffing minutes: From quarterly reports.

Quality Measures: Based on data from five existing quality indicators (pressure injuries, physical restraint, unplanned weight loss, falls and major injury, and medication management) reported quarterly.