Survey fatigue: Why a lack of action equals a lack of traction
As the name implies, survey fatigue occurs when respondents become uninterested in sharing their feedback. The natural response when residents […]
Voice of Customer
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
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
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
“Until occupancy is an issue we don’t have to worry about customer experience”
By Lauren Todorovic, CEO CarePage When we first started CarePage, I heard this comment many times when speaking with operators.
Leadership in CX means it starts with the CEO
Executive buy-in has long been cited as a critical prerequisite for customer experience success. But research suggests that not only
Why are forward-thinking companies turning to always-on, always-listening tools?
The notion of CX + EX is all the rage these days. As a result, ensuring that customers and team
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
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,