Explore consumer experience in aged care
In this section, you can explore information on the results of the Consumer Experience Report (CER) survey, including a breakdown by service and consumer characteristics.
Since 2017 the former Australian Aged Care Quality Agency (AACQA) and its successor, the Aged Care Quality and Safety Commission (ACQSC), have conducted surveys to obtain feedback on consumer experiences in residential aged care services, in conjunction with its service audit procedures.
The results from the CER provide insight into people’s experience of living in residential aged care based on their answers to 10 questions across three dimensions:
- the care environment (social, physical, functional)
- the organisational aspects of care provision
- respect and autonomy.
Most people in residential aged care feel safe, respected and that their healthcare needs are being met
Overall, positive responses were given by a large majority of respondents for each of the questions.
- Overall, between 80–98% of people surveyed responded positively to the different questions.
- Most people (98%) reported that they felt safe all or most of the time.
- The majority (98%) of people also reported that their healthcare needs were met, and a similar proportion reported that they were treated with respect all or most of the time.
- People responded less positively to questions about liking the food (85%) and having staff available to talk to if they are feeling sad or worried (80%).
A ‘positive response’ means that a person answered either ‘Always’ or ‘Most of the time’ to questions 1–6 or ‘Strongly agree’ or ‘Agree’ to questions 7–10 of the CER survey.
What factors are associated with positive responses?
- People living in services with a higher proportion of people born in English-speaking countries responded more positively than people living in services with lower proportions of residents born in English-speaking countries.
- Respondents in smaller or not-for-profit residential facilities reported more positively than those in larger or private residential facilities.
- Residential aged care services with higher resident mobility needs— measured by the proportion of residents needing help—showed consistently lower levels of positive responses across the 10 questions.
To learn more about the Consumer Experience Report survey, and to explore the data in more depth, see the full report.