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New questions for AACQA’s consumer experience reports

The Australian Aged Care Quality Agency (AACQA) has enlisted the help of La Trobe University researchers in producing a list of questions that will form part of the accreditation site audit of residential aged care services.

Earlier this year professor Yvonne Wells, Dr Angela Herd and Dr Deirdre Fetherstonhaugh from La Trobe’s Australian Institute for Primary Care & Ageing tested a set of about two dozen questions on residents at 10 aged care homes in Sydney, Melbourne and Launceston.

Wells said the team found that the questions were acceptable for use by both the person asking and the resident answering them.

She said the team chose the 12 best questions for AACQA to ask residents as part of the standard report on consumer experience of the quality of care and services. They were:

      1. Do staff treat you with respect? (Never – Always)
      2. Do you feel safe here? (Never – Always)
      3. Do staff meet your healthcare needs? (Never – Always)
      4. Do staff follow up when you raise things with them? (Never – Always)
      5. Do staff explain things to you? (Never – Always)
      6. If I’m feeling a bit sad or worried, there are staff here who I can talk to. (Strongly disagree – Strongly agree)
      7. The staff know what they are doing. (Strongly disagree – Strongly agree)
      8. This place is well run. (Strongly disagree – Strongly agree)
      9. I am encouraged to do as much as possible for myself. (Strongly disagree – Strongly agree)
      10. Do you like the food here? (Never – Always)
      11. What would you say was the best thing about this home? (Open-ended)
      12. What is one thing you would suggest as an improvement at this home? (Open-ended)

Wells said the questions have been designed to allow residents to share their personal experiences on key aspects of their care, either directly or through a representative.

“It gives residents a stronger voice and allows other consumers to make informed choices about aged care,” she said. “Providers can also use the information to identify opportunities for improving the experiences of residents.”

AACQA will officially launch the new consumer experience reports at its Better Practice Conference this week.

Click here to view the full report to AACQA.

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