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Providers to publish Consumer Experience Reports each quarter

Eight of Australia’s largest private residential aged care providers have pledged to publish quarterly evaluations of their facilities.

The Aged Care Guild has published the collated results of Consumer Experience Reports (CERs) conducted by the Australian Aged Care Quality Agency.

Moving forward, the Guild will report on responses to CERs conducted each quarter.

The move follows the Government’s announcement of measures to improve transparency of information on aged care provider quality through funding of $8.8 million over four years in the 2018–19 Budget.

The budget held that differentiated performance ratings of residential service providers will be published on the My Aged Care website from July 2020, along with a tool to compare providers.

“Simplified, plain English accreditation reports will be published with the existing Consumer Experience Reports, and providers who obstruct the resolution of complaints can be publicly identified,” the budget said.

In response to consumer demand of further information on consumer experience of quality of care, the Quality Agency developed the CERs to be published alongside the re-accreditation audit report for each home on its website.

Guild members said they will report on responses to the surveys, which are also considered and deliberated on at Guild Board meetings and provide a simple and straightforward measure of consumer sentiment and experience.

“The reports and individual CERs provide consumers and our members with a valuable insight into residents’ satisfaction with the care and services they receive, as well as highlighting and informing management of areas that require attention,” the Guild said.

Interim chief executive Lee Hill said the Guild appreciates the reasoning behind Minister for Aged Care Ken Wyatt’s announcement of performance ratings against the quality standards.

“Giving consumers entering care the power to choose their level of care and services is key to the future of aged care,” Hill said. “Providing this kind of information is an important first step”.

As part of the reporting process, the Guild said it would backdate the reports to April 2017. “We’re proud of the progress our members’ homes have made during this time,” Hill said.

He said that the reports will augment the Federal Government’s new performance ratings system, which the Guild supported as a recommendation from the Carnell-Paterson review into aged care quality.

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