From feedback to action: strategies to elevate your resident experience rating
With the introduction of the star rating system and the quality indicators, The Department of Health & Ageing (DoHA) has acknowledged […]
Customer Experience CX
CX-driven culture: the heartbeat of success
In the Age of the Customer, customer-centricity should be at the heart of every business. Take a moment to reflect:
Survey says: The National Quality Indicators may have cause for concern
Since the implementation of The National Aged Care Mandatory Quality Indicator Program (QI Program) in 2019, The Department of Health
Star ratings are now public. Know all about the new system.
With the star ratings of Australian aged care homes now publicly available, let’s examine the four subcategories that star ratings
Are you delivering on the National Standards for Disability Services?
In the care sector, we want to continually improve what we do – but it can’t happen without using customer
Accessible but NOT usable: Improving practices for surveying people with a disability
If your customer experience strategy doesn’t include accessibility, remember the adage,“Essential for some, useful for all.” This phrase is relevant
Giving older people a voice at the board table.
Are you committed to being an aged care provider that genuinely puts people first? To providing participatory, effective and responsive
Retirement Living – Get Code of Conduct compliant for feedback and complaints
A particular focus for operators when preparing for Code of Conduct compliance has been to ensure the wellbeing of residents
Engagement with residents plays a key role in the NEW $10 daily fee supplement reporting
With the first quarterly report on the basic daily fee supplement due on October 21, 2021, many providers will be