Feedback and complaints support quality improvement
The Australian Government is signatory to a number of international treaties which are designed to recognise and protect human rights. […]
Consumer, quality care and leadership
The primary purpose of facilities and the aged care sector is to provide quality care to residents; however, different levels
Who is listening to residents in the aged care visitation debate?
As the government and aged providers grapple over the way forward on visitor access in aged care homes, we’ve heard
Creating a culture of constant assessment & feedback
With a focus on quality outcomes for consumers, the Aged Care Quality & Safety Standards hopes to encourage continuous improvement,
The Happy Life Index helping you better understand the factors you can control
Many existing happiness and wellbeing measurement frameworks tend to focus on indicators of quality of life that are beyond the
Customer complaints: The bitter pill good for business
Word of mouth over time can either make or break any business. If customers have a good experience, they will
The customer is always right, right?
The notion that ‘the customer is always right’ presumes the customer knows what they want but this is not always
Six things you need to get customer experience right
Customers hold the key to the success of any company. So it’s vital that for your organisation to get ahead
Quality is in the eye of the beholder
Quality improvement has always been recognised as an important approach to ensuring improved outcomes for consumers living in residential aged
Seven ways to gather customer feedback
With a focus on better outcomes for consumers, quality standards and accreditation processes recognise the importance of customer experience and