Consumer Experience Interviews - Access Care Network Australia | ACNA

The Consumer Experience Interview program provides vital insights into the quality of services received by older Australians living in aged care.

The Consumer Experience Interview program is funded by the Australian Government Department of Health. 

The program is being delivered by three companies working in partnership:

  • IQVIA is leading the project and is storing and analysing the data
  • HealthConsult is responsible for program evaluation, and
  • ACNA's team of professional interviewers is responsible for conducting the interviews

For the first round of Consumer Experience Interviews, interviews commenced in April and concluded in November 2022. More than 37,000 residents participated in this first round of interviews, across some 2700 commonwealth funded residential aged care homes. 

More information can be found on the Consumer Experience Interview website and on the Department of Health and Aged Care website.


About our interviewers 

Our interviewers are qualified professionals who are trained to create a positive interview experience and ensure residents receive the support they need during the interview process, but importantly the interviews do not happen in isolation.

Prior to the interviews, all participating aged care providers were sent a range of materials to help inform facility management and residents, about the Consumer Experience Interview program, including how the process works and what information will be collected and why.

All providers were also sent flyers and posters to display throughout their facility so that they too could help create awareness for this important program. 


About our interview approach

Our approach to interviewing residents is consistent with global best practice on quantitative research, ensuring that it is both inclusive and sensitive to the needs of residents. This approach includes: 

  • Using highly trained interviewers who have undergone specific training for this task
  • Ensuring residents are informed prior to our arrival so there are no surprises or confusion
  • Ensuring informed consent is given prior to any interviews taking place 
  • Ensuring confirmed assent is given, which involves the initial and ongoing willingness of the participants themselves to participate. 

Additionally, interviewers are trained to stop the interview immediately should they detect any signs of stress.


On how long an interview takes

Facilities and residents are advised that interviews will take between 15-35 minutes to complete. However, our interviewers are trained to invest time and effort into creating a positive interview experience and ensuring residents receive the support they need.  


On why the interviews are taking place

The Consumer Experience Interviews are a key input into the development of the Australian Government’s Star Rating System. 

The interviews gave aged care residents the opportunity to provide their insights, which have in turn informed the development of the Star Rating System. 

The Star Rating System is all about improving transparency and quality of care in the aged care system.

Star Ratings will be available for all residential aged care services on My Aged Care from later in December 2022.

More information can be found on the Department of Health and Aged Care website.

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