In 2022 the Australian Government revived the Consumer Experience Surveys which had been previously undertaken and published by the Aged Care Quality and Safety Commission.
This year we will be hearing from residents more than ever before through three different feedback mechanisms. This includes the continuation of the Government-led resident surveys and two additional surveys led by Providers as part of the expansion of the Quality Indicator Program.
Consumer Experience Interviews
The impact of the Consumer Experience Report on Star Ratings has been a key point of discussion during our conversations with Providers since the Star Ratings release at the end of 2022. Using our Star Ratings Calculator, we have been able to deep dive into the four areas that make up the star ratings and help Providers understand their results and how they can improve.
The Consumer Experience Report has the greatest weighting of 30%, therefore a resident’s feedback is playing the role the Royal Commission intended it would. Every Provider would want their residents to give favourable feedback as an honest measure of the level of care they are receiving but it isn’t just care in the clinical sense that is being asked about.
There have been some changes for this program in 2023:
- Round Two of the Residents’ Experience Surveys (formerly known as Consumer Experience Interviews) commences this month and will be completed by October.
- There has been one change to the questions with “Do you feel at home here? “ replaced with “How likely are you to recommend this residential aged care home to someone?”
As mentioned, in April this year the Quality Indicator (QI) Program will jump from five to eleven QI measures and two of these will require the Provider to survey each resident on their Consumer Experience and Quality of Life.
Below is a comparative chart of the 3 surveys residents will be asked in 2023
Here is the list of the 11 Quality Indicators Providers will need to collect data on from April 1st 2023.
More information can be found here.
Round Two of the Residents’ Experience Surveys (formerly known as Consumer Experience Interviews) commence this month and will be completed by October.
Further information can be found here.
If you would like to talk to our Quality Team about how we can support your team please reach out.