meeting the consumer perspective of quality in aged care

Consumer focused surveys and feedback consistently show quality of care and quality staffing are most valued by consumers and their families when looking for care. In a world where consumers are bombarded with information and jargon how do providers engage with consumers and families and stand apart from other providers?

Consumer Experience Reports show the benefits of engaged models that address consumer needs and preferences and meet consumer expectations of quality.

Offering service and care models that consumers/families can understand and describing these in language that resonates with consumers and families sets services apart and provides an ongoing competitive advantage

Consumer focused surveys and feedback consistently show that quality of care and quality staffing are most valued by consumers and their families when looking for care; the second most valued aspect is promoting resident independence and well-being. The most powerful source of information is ‘word of mouth’ from friends, family, facility staff and current residents. Accreditation status is ranked as the most important attribute when choosing a facility; the second highest ranked attribute is food.

In a world where consumers …

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