Consumer Experience

Identifying Attributes

Care Settings
Residential Aged Care
Country
Australia
Publishing Organisation
National Aged Care Mandatory Quality Indicator Program
Type of Quality Indicator
Outcome
IOM Quality Dimension
Person-Centredness
Domain
Consumer Experience

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
No
Risk Adjustments

None

Stratifications

None

Data Attributes

Type of Data Collection
Standardised clinical data
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
90 days
Frequency of Data Collection in Days
90
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
Quarterly
Reporting Frequency in Days
91
Indicator Has Recommended Targets
No

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.

Quality Indicator Confirmed to be Part of a Program Used to Monitor Quality and Safety of Care Among Older People at a Population-Level between 2012-2022
Yes
Assessed by the Australian Consortium for Aged Care Collaborators as Generally Containing Good Properties (Importance and Scientific Acceptability)
Yes
Australian Consortium for Aged Care Endorsed
No
Identified by PHARMA-Care Project
No
Upload Date
12 March 2025