Aged Care Resident Experience Surveying
The recent introduction of Residents’ Experience Surveys across residential aged care in Australia is an important initiative of the Australian Government to empower older people by inviting them to share their experiences and views about the quality of the care they receive. It was introduced in response to recommendations of the Royal Commission. The surveys are intended to encourage transparency, connection and commitment to quality improvement by giving residents an opportunity to share feedback on their care.
The results of the surveys also feed into the new Star Rating system, which provides public information and ratings for each residential care facility in Australia.
About our Assessors
Harvest’s assessors come from a diverse range of backgrounds. All of them have the skills to deliver consumer experience interviews to a high professional standard. Consistent with a person-centred and trauma-informed approach; our staff are known for their empathy, their ability to communicate confidently and clearly, and their respect for each client’s unique story.
Relatable, pragmatic and approachable, our team are able to build rapport with clients from a diverse range of backgrounds in both a residential aged care, home and community care and other community sector settings.
This provides the foundation for capturing honest, unbiased and arms-length feedback from clients and gain rich insights into continuous improvement opportunities for service providers.
Harvest offers a parallel consumer experience interviewing process.
This delivers a range of benefits, including:
No surprises! Don't get caught out. Our survey mirrors the questions asked by the Department so your service will receive targeted feedback on areas of strengths, as well as identification of improvement opportunities at a level of detail not provided in the Department’s summary reports.
Honest, frank and transparent "arms-length" feedback from residents and families that you are unlikely to elicit from in-house surveys.
Whereas the Department’s interviews only include a random representative sample of residents, depending on your services’s needs, we often offer all residents with capacity the chance to participate offering a truly inclusive process.
Feedback to support the continuous improvement and business development cycle
Early feedback can be acted on as soon as possible to potentially enhance consumer experience and thus increase the star rating allocated to your facility.
A professionally produced report that can support your quality accreditation process next time you are audited by the Aged Care Quality Commission (particularly against Standards 1, 2, 5, 6 and 8).
Take charge of the reputational impact of the star rating system and positively influence consumer behaviour for prospective residents / families when choosing a care facility by ensuring you get the feedback you need and act early to influence positive outcomes.
Data and highlight comments that could be showcased as part of your marketing and consumer engagement strategy.
A partnering approach with your residents that affirms that their voice is being heard and that they are partners in care.
We can tailor the surveying process to meet your organisation’s unique needs. Talk to us today to find out more.
Customer Experience (CX)
Consumer experience is all about separating good customer experience from bad. How do you put customers and consumers first, how do you manage their journeys and best serve their needs in an efficient and intuitive way?
Across the human services sector, there is an increasing need to understand the customer’s end-to-end experience with your organisation. To support and cultivate a growth mindset at the organisational level that helps to drive continuous improvement at all levels; effectively measuring CX and harnessing business insights to drive proactive journey innovation and improvement is essential to thrive and prosper in increasingly competitive and saturated marketplaces.
Our team is experienced in journey mapping, identifying improvement opportunities and helping you to ideate and leverage new ideas and ways to enhance your relationships with your clients and the communities that you serve.
Our Values
Place-Based
Our services and our people are embedded in communities and responsive to local needs. We will always strive to build local capacity and to give back to our local communities in a meaningful way.
Person-Centred
People are always at the heart of everything we do. Our services reflect a partnering-in-healthcare approach, and we invest in optimising the client and employee experience.
Professional
Our workforce is proud of diligently delivering reliable, consistent and ethical services.
Purpose-Driven
We seek alignment with our values in everything we do. We believe in equity of service access, closing the gap on Indigenous health and wellbeing outcomes, and being responsible stewards of the environment.
Solutions-Focused
We stand apart for our positive attitude that leverages strengths and harnesses innovation. We believe in collective wisdom to solve problems and in partnering for impact.
Nimble
We are agile, responsive to changing needs and embrace technology that enables us to achieve our purpose.
Evolving
We strive for better. We don’t rest on our laurels. We make evidence-based decisions and actively contribute to building the sectors we belong to.