Residents’ Experience Surveys commence February 2023. Here’s what aged care providers need to know.

What are Residents’ Experience Surveys?

The Government has organised for an independent survey team to interview aged care residents across Australia. Each resident will be asked the same 14 questions. The results will be collected and published in a report that can affect the Star Rating for an aged care home. The Government’s plan is to conduct the surveys in approximately 2,700 aged care homes to reach about 20% of older Australian residents.

Residents’ Experience Surveys were formerly known as Consumer Experience Interviews and were launched for the first time in 2022.

Who is Conducting the Surveys?

The Government has contracted a group called IQVIA, in partnership with Access Care Network Australia (ACNA) and HealthConsult to conduct the surveys.

When and How Are the Surveys Scheduled?

Between February and October 2023, IQVIA/ACNA will contact residential care homes and invite them to participate in the survey. If the home accepts the invitation, IQVIA/ACNA will schedule a survey visit at least four weeks in advance.

Can I Refuse to Participate?

Yes, an aged care provider can refuse to participate in the survey. However, there are consequences to such a decision: those homes who refuse to participate will be publicly named in the report and could have their Star Rating negatively affected.

What Happens on the Day? (Key Information to Give Your Staff and Residents Ahead of Time)

If you agree to the survey, inform your staff and residents ahead of time that:

• the survey team will be visiting the home on the scheduled day
• the team will randomly select a group of at least 10% of residents and invite them to participate in the survey. Not every resident will get a chance to participate. You (the aged care provider) will have no input into this selection process and will not be allowed to see the list of residents who have been selected
• if the resident needs support to participate, the survey can be conducted with a resident’s representative
• selected residents will be asked 14 short questions about their experience living in this residential aged care home
• according to IQVIA/ACNA, “aged care home staff will not be present during the survey, your answers will be anonymous and will not be linked back to you”
• IQVIA/ACNA also informs residents that “You don’t have to answer any questions if you don’t want to. After you complete the survey and if you consent, a close family member or friend may be contacted and invited to complete the survey as well.”

What are the Survey Questions?

1. Do you like the food here?
2. Do you feel safe here?
3. Is this place well run?
4. Do you get the care you need?
5. Do staff know what they are doing?
6. Are you encouraged to do as much as possible for yourself?
7. Do staff explain things to you?
8. Do staff treat you with respect?
9. Do staff follow up when you raise things with them?
10. Are staff kind and caring?
11. Do you have a say in your daily activities?
12. How likely are you to recommend this residential aged care home to someone?
13. What would you say is the best thing about this service?
14. What is one thing you would suggest as an improvement at this service?

What is the Difference Between this Survey and Last Year’s Survey?

• The name has changed from “Consumer Experience Interviews” to “Residents’ Experience Surveys”.
• Survey visits will now be scheduled at least four weeks in advance.
• There are now no requirements for an aged care home to provide data files prior to the survey visit.
• Question 12 has been modified from “Do you feel at home here?” to “How likely are you to recommend this residential aged care home to someone?”

What Happens After the Survey? What is the Information Used For?

IQVIA/ACNA will use information from the surveys to make a Resident’s Experience Report for each aged care home. These reports will be issued within six weeks of survey completion. The Government will publish these reports and use the information they contain as part of their process for determining a home’s Star Rating.

What Should I Do Now?

Talk with your leadership team and clarify whether you are willing to participate in the surveys. Have your answer ready for when IQVIA/ACNA contacts you. Await your invitation from IQVIA/ACNA. Once you have a day for the surveys scheduled (if you agree to participate), let staff and residents know what to expect.

More Information

• Department of Health and Aged Care: Residents’ Experience Surveys
• QVIA/ACNA/Health Consult: Residents’ Experience Surveys
• My Aged Care: Star Ratings for Aged Care Homes