Employee engagement drives the customer experience
While there is no shortage of metrics and KPIs to measure the success of a business, very few organisations take […]
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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
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
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
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 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
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,
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
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
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.