Why aged care providers need to listen and embrace client feedback

To provide an outstanding customer experience
The Australian Government Aged Care Quality Agency’s new consumer experience reports are an honest look at how residents feel about the care they receive and environment they live in. 
 
This comprehensive report provides us with a good understanding of what it’s like to live in a BlueCross residence. As part of these reports, aged care providers are given a breakdown of individual feedback as well as an overall consumer satisfaction score, which are publicly available. 
These changes to the Aged Care re-accreditation process, means that the Aged Care Quality Agency visits each residence and speaks to at least 10% of the people who live there. All residents who take part in this report are randomly selected, to ensure a fair and accurate representation.
At BlueCross we embrace this as an opportunity to be transparent about our residents’ experience living with us. Not only is this a chance for us to recognise and celebrate the things we do well, but it’s an opportunity to improve based on the feedback provided. 
 
In our inaugural BlueCross Hansworth report, we’re proud to have received an average aggregate score of 94.2% consumer satisfaction. “This incredibly positive score is testament to our staff, who at the heart of everything they do, focus on enriching the lives of our residents” said Chief Executive Alan Lilly. 
 
Key highlights from the report include: 
When asked ‘Do staff treat you with respect’ 100% of responses were most of the time or always (with over 90% of residents responding always).  
When asked ’Do you feel safe here’ 100% of responses were most of the time or always (with over 80% responding always). 
When asked ‘Do staff meet your healthcare needs?’ 100% of responses were most of the time or always (with over 75% responding always). 
 
 
This report will then be displayed at the residence for residents, their families and staff to see. Here BlueCross will providing details on the next steps staff will be taking to further improve on the feedback provided.  
 
BlueCross is no stranger to shining a spotlight on the importance of consumer feedback, earlier this year BlueCross Chief Executive Alan Lilly shared with Inside Ageing the ways in which we welcome and embrace social media feedback. 
 
As the aged care industry continues to grow, it is important that leading aged care providers continue to keep the focus firmly on the consumer experience, this can only be done if we listen and embrace feedback from all channels providing it.  
 
At BlueCross we’re measuring, monitoring and responding to the consumer experience on social media, through our website and actively seeking resident and staff feedback at all the residences. We welcome the new Australian Government Aged Care Quality Agency’s new consumer experience reports and will continue to publish, share and learn from these reports. 
 

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