Consumer Experience Reporting

About

The Aged Care Guild has undertaken to publish the collated results of Consumer Experience Reports (CERs) conducted by the Australian Aged Care Quality Agency. The Quality Agency is the Australian Government statutory agency responsible for ensuring high quality aged care. The Guild will report on responses to CERs conducted each quarter.

These reports are considered and deliberated on at Guild Board meetings and are 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.

Method

The Quality Agency use the two indications of agreement that consumers can respond to each question with and present this as a percentage, effectively an agreement score or rating for how providers/Guild members as a collective are fulfilling consumers’ expectations.

Consistent with this methodology, the Guild collates responses for all Guild homes with a CER carried out during each quarter and calculates a weighted average response to each question, as well as overall.

In calculating an overall agreement score/rating, for how providers are meeting consumers’ expectations, the Guild has set a bar of a >90% Consumer Rating as Green, 70%-90% as Amber and <70% as Red.

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