New resident surveys explained

A webinar to assist residential aged care providers with the upcoming Residents’ Experience Surveys is taking place next month.

Registrations are open for an interactive webinar to assist residential aged care providers with the upcoming rollout of Residents’ Experience Surveys.

Commissioned by the Australian Government, the surveys gather feedback from aged care residents about their experiences of care, culture, food, and management in the home they live in.

The Residents’ Experience Surveys – which replace the Consumer Experience Interviews from March – contribute 33 per cent to an aged care home’s overall star ratings score under the new system launched in December.

Next month’s webinar will detail the changes in the new program, including methodology, and provide information on how the surveys will be conducted.

Other webinar topics include:

  • outcomes of the 2022 Consumer Experience Interviews – in which 37,443 older Australians living in 2,689 residential aged care homes had their say
  • feedback and lessons learned
  • survey purpose and connection to the star ratings
  • why providers’ support and participation matters.

Providers are also encouraged to pre-submit questions for a Q&A session.

On hand to answer the questions will be representatives from the Department of Health and Aged Care and the external consortium commissioned to undertake this year’s survey. They include:

  • John Maldon – assistant secretary, choice and transparency branch, Department of Health and Aged care
  • Leighton Howard – senior director, IQVIA Solutions
  • Dr Lisa Fodero – partner, HealthConsult
  • Rebecca Woods – chief people officer, Access Care Network Australia.

Around 20 per cent of residents across 2,700 Commonwealth-funded aged care homes will be surveyed during 2023 including residents from vulnerable communities, diverse cultures, and those with special needs to best represent the voice of those receiving residential aged care in Australia.

Where the resident is unable to provide their own feedback, a family member or representative can do it on their behalf. All feedback is anonymous and gathered by an independent team of interviewers.

The surveys seek to:

  • help older Australians and their families make informed and confident decisions about aged care services
  • give aged care homes useful data to identify areas for improvement and further increase the quality of care they provide.

The survey questions – compiled with help from La Trobe University’s Lincoln Centre for Research on Ageing – have been updated to include two open-response questions:

  • what would you say is the best thing about this service?
  • what is the one thing you would suggest as an improvement at this service?

The update also sees the question asking residents whether they feel at home in the service replaced with:

  • how likely are you to recommend this residential aged care home to someone?

Providers wishing to participate in the webinar – which takes place on 9 March at 2.00pm-3.00pm AEDT – should register here.

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Comment on the story below. Follow Australian Ageing Agenda on LinkedInX (Twitter) and Facebook, sign up to our twice-weekly newsletter and subscribe to our premium content or AAA magazine for the complete aged care picture.  

Tags: Department of Health and Aged Care, residents' experience surveys, webinar,

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