Consumer Experience
Identifying Attributes
Care Settings
Country
Publishing Organisation
Type of Quality Indicator
IOM Quality Dimension
Domain
Defining Attributes
Definition
Percentage of care recipients who report 'good' or 'excellent' experience of the service.
Numerator
Care recipients who reported consumer experience through each completion mode of the Quality of Care Experience - Aged Care Consumers (QCE-ACC) (self completion, interviewer facilitated completion or proxy-completion), scored against the categories: 'Excellent' (care recipients who score between 22–24) or 'Good' (care recipients who score between 19–21).
Denominator
Total number of care recipients.
Exclusions
Care recipients who were absent from the service for the entire quarter or who did not choose to complete the consumer experience assessment for the entire quarter.
Use of Risk Adjustment
Risk Adjustments
None
Stratifications
None
Data Attributes
Type of Data Collection
Data Collection Methods
A consumer experience assessment must be offered to each care recipient for completion, around the same time every quarter. Data items collected: Number of care recipients offered a consumer experience assessment through self-completion, interviewer facilitated completion or proxy completion. Number of care recipients excluded because they were absent from the service for the entire quarter. Number of care recipients excluded because they did not choose to complete the QCE-ACC for the entire quarter. Number of care recipients who reported consumer experience through each completion mode of the QCE-ACC (self-completion, interviewer facilitated completion, or proxy-completion), scored against the five categories: • 'Excellent' (care recipients who score between 22–24) • 'Good' (care recipients who score between 19–21) • 'Moderate' (care recipients who score between 14–18) • 'Poor' (care recipients who score between 8–13) • 'Very poor' (care recipients who score between 0–7).
Frequency of Data Collection
Frequency of Data Collection in Days
Reporting Methods
Reported at national, state, remoteness (www.gen-agedcaredata.gov.au/Topics/Quality-in-aged-care/Residential-Aged-Care-Quality-Indicators-latest-release) and facility level (www.myagedcare.gov.au/find-a-provider/search-by-name), every quarter. Included within an overall five-star quality rating program (n=5 QIs). Contributes to Star Ratings (care recipients with one or more pressure injuries).
Reporting Frequency
Reporting Frequency in Days
Indicator Has Recommended Targets
Source and Reference Attributes
Evidence Source
Department of Health and Aged Care. National Aged Care Mandatory Quality Indicator Program (QI Program). 2023 www.health.gov.au/our-work/qi-program
Link to Measurement Tools
Hutchinson et al. (2022) QCE-ACC User Guide: information on how to use the QCE-ACC instrument, Caring Futures Institute, Flinders University, Adelaide, South Australia.