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

The Residents' Experience Survey 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 Residents' Experience Surveys, 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 Residents' Experience Survey website and on the Department of Health and Aged Care website.

About our team

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

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

All providers are 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, team members are trained to stop the survey immediately should they detect any signs of stress.

The second round of Resident Experience Surveys commenced in February 2023 and will conclude by October 31st. More than 37,000 residents participated in 2022, across some 2700 commonwealth funded residential aged care homes. In 2023, we are on track to do even more.

On how long a survey takes

Facilities and residents are advised that surveys will take between 10-30 minutes to complete. However, our team are trained to invest time and effort into creating a positive survey experience, ensuring residents receive the support they need.  

On why the surveys are taking place

The Consumer Experience Interviews in 2002 were a key input into the development of the Australian Government’s Star Rating System. 

In 2023, the Resident Experience Surveys are providing further opportunity for aged care residents to offer their insights 

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

Star Ratings are available for all residential aged care services on My Aged Care, and will be updated for 2024 upon completion of this year’s surveys. 

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

General Enquiries

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General Enquiries

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