2024 Residents’ Experience Survey has begun

Two older women are smiling and conversing with an out-of-focus person across from them, likely in a healthcare or social setting.

The annual Residents’ Experience Survey has begun and will run at aged care homes across Australia until October this year.

The survey gives people in aged care homes a chance to share feedback about the care they receive.

An independent survey team asks participants 14 questions on topics including food, staff knowledge, how residents feel they are treated, what’s good and any suggestions for improvement.

The responses are de-identified and combined in a report for each aged care home. This report helps aged care homes understand what residents think they are doing well and what needs improvement. The results also form part of an aged care home’s Star Rating on the ‘Find a provider’ tool on the My Aged Care website.

On the day of the visit, the survey team randomly selects people to participate. This gives everyone the same chance of being chosen to provide feedback on the care they receive. Participation is completely voluntary.

We understand that sharing feedback and experiences is personal. To ensure confidentiality, the survey team interviews a minimum of 10 per cent of residents at each aged care home. This equates to about 20 per cent of all residents across Australia. All responses are anonymous and no identifying information is shared with providers or the Australian Government.

Participants should feel respected and protected throughout the survey process. We encourage residents to have a representative to support them if they wish. All survey interviews are face to face, in a private space and take up to 30 minutes.

Visit the Residents’ Experience Survey webpage to view our new survey resources including A guide for older people in residential aged care. It answers some common questions and outlines what to expect on the day.

Let's change aged care, together

Every Australian should feel confident about accessing high quality and safe aged care, when and where they need it.

The changes mean Older people will have greater choice and control, services that respect and meet their needs, and support to stay independent as they age.

To find out more and help design the changes, visit the Get Involved page or call 1800 318 209.

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The Department of Health and Aged Care acknowledges the traditional owners of country throughout Australia, and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to elders both past and present.