Feedback questionnaires

What are feedback questionnaires?
In order to help better understand approved providers’ expectations, in 2007 we contracted professional research firm to develop and trial a new set of questionnaires. As a result, our feedback systems were simplified.

There is one feedback form to cover all visits, whether it is a site audit, a review audit or a support contact, announced or unannounced.

There is also an assessor feedback form. The form is filled out by the assessment team leader following a visit, but will not form part of our decision-making processes, and will not be seen by an Agency decision maker prior to an accreditation decision.The questionnaires assist us to improve our own communication systems to assessors, and to assist in our logistics planning.

Where do the questionnaires go for processing?
The management and processing of feedback questionnaires is conducted by an external company to assure residential aged care homes the process is confidential.

This information is relayed to us in a monthly aggregated analysis of feedback. If a matter is urgent or important, residential aged care homes should contact their local Agency office directly.

What happens with the data?
An analysis is conducted on the data each month, each quarter, and annually. This is to capture any opportunities for improvement, and ensure we are still meeting the expectations of approved providers’ in supporting them to provide care and services to residents.

The Agency publishes quarterly feedback analysis in The Standard.

NB: The questionnaires below are SAMPLES ONLY. Do not fill them out. You will be given questionnaires to fill out when the Agency conducts a site audit, review audit or support contact at your residential aged care home.
Site visit questionnaire
Assessor questionnaire