Residents’ Experience Survey: A guide for older people in residential aged care

This video explains the purpose of the Residents’ Experience Survey, how it works and what to expect if you are asked to participate. The Residents’ Experience Survey is a chance for aged care residents to share their thoughts on the care they receive at their home.

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Hello, everyone.

I'm here to talk to you about the Residents’ Experience Survey.

This survey is part of the Australian Government's response to a recommendation from the Royal Commission into Aged Care, Quality and Safety.

The idea is to regularly share with the community what residents like and dislike about living in aged care services.

This survey is your chance to share your thoughts on the care you receive at your home.

We've been conducting this survey every year since 2022.

An independent team funded by the Department of Health and Aged Care will visit all aged care homes in Australia to ask 14 important questions.

If you choose to participate, we want to assure you that your responses won't be shared with anyone.

How can you be involved?

On the day of the survey, residents are randomly selected.

This way everyone has an equal chance to take part in the Resident Experience Survey, which also helps protect your privacy.

If a survey team member approaches you, they will: introduce themselves, explain the purpose of the survey and ask for your consent to participate.

The survey team can organise interpreters and other support to help you participate.

The survey includes 14 questions and usually takes about 10 to 30 minutes to complete.

Here are some example questions.

Do you feel safe here?

Do you like the food here?

Do you get the care that you need?

Yes, I do. Always.

Could you tell me why do you participate in the Resident Experience Survey?

Well, I can tell them what I think, and I think it's a good thing.

And what would you say is the best thing about this service?

The management is very approachable. The staff are always visible and on hand.

After the surveyor visits your home, your answers are combined with other residents’ responses from your aged care home and your provider will receive a report.

No one can identify you by reading the report.

If you would like more information about the survey, please speak with the staff at your home and ask them about the Residents Experience booklet.

The booklet is available in English as well as eighteen other languages.

The friendly surveyors look forward to meeting you when they come to your home.

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From February to October each year, an independent survey team visits participating aged care homes and asks residents if they would like to share their views. We collate residents’ de-identified responses into a detailed report for each home. This report helps providers understand what is going well and where they need to improve. 

The survey results also inform the Star Ratings for a home through the Residents’ Experience rating. Resident feedback accounts for 33 per cent of the overall Star Rating for each home.

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