Skip to content

Share your experience of residential aged care

You may be invited to take part in a program about your experiences living in a residential aged care service

Up to 1 in every 5 residents living in aged care services across Australia will be interviewed by a skilled, independent interviewer – the interview should take 15–35 minutes

Interviews will be scheduled between April and October 2022

Participation is voluntary and requires consent – information remains anonymous and is strictly confidential

The anonymous information collected from the interviews will be used to prepare Consumer Experience Reports, which will help residential aged care services identify areas for improvement in the quality of residential care they provide

Consumer Experience Reports will contribute to the star rating for each residential aged care service, which will help them identify areas for improvement in the quality of residential care they provide. This will help Australians:

  • compare the quality of different residential aged care services
  • make an informed choice about where they live

Click here to view a copy of the Participant Information Statement

Frequently asked questions

What information is collected about resident experiences?

We are asking residents in all residential aged care services across Australia to share their experience about where they live, including what they like and what they do not like.

What is involved for me?

Interviewers from Access Care Network Australia (ACNA) will schedule a day to visit your residential aged care service. They will have a list of residents they will ask to speak with, which is provided by the Department of Health. This list is randomised to make sure every aged care resident in Australia has a similar chance to participate and be represented.

The interviewer will invite you to speak in private where you cannot be overheard. They will explain the program and answer any questions you have. They will ask your consent to do an interview. You can ask to have someone you trust (like a family member) sit with you or join by telephone if you want.

If you agree to take part the interviewer will ask you 14 short questions about your experience living in this residential aged care service. This includes questions about how you like the food, the care you receive and how staff treat you. They will also ask you questions about yourself.

The interview will take about 15 to 35 minutes. The interviewer will record your answers directly on a computer or iPad. They will not share the information from any interview with anyone at your residential aged care service. The information you give will not be linked back to you.

I am a family member or friend of a resident. Can I participate?

These interviews are for residents of residential aged care services. In some cases when residents are unable or unwilling to speak for themselves, the interview may be completed by a proxy. Proxies should be a close family member or friend, such as a person nominated under a power of attorney and/or guardian.

Do I have to take part? What if I change my mind?

You do not have to take part if you do not want to. If you decide not to take part the interviewer will invite the next person on the list.

If you agree to take part and then change your mind, that is okay. You can stop the interview and withdraw from the program at any time. Information already received will be kept by the program unless you request otherwise. No further information will be collected about you.

Your decision about whether to take part and the information you give will not affect the care you receive or your relationship with your care providers and the interviewers.

What are the possible benefits of taking part?

There will be no direct benefits to you. You might feel good about having a say about your experience living here.

What are the possible risks and disadvantages of taking part?

Some residents (or their nominated representative) may wish to share information about negative or unpleasant experiences involving their care.

There is a chance that thinking about and sharing this experience may cause you to become upset. If this happens to you at any time during or after the interview, you can contact Lifeline 13 11 14 or the National Dementia Helpline 1800 100 500 (for people with dementia, or informal carers caring for someone with dementia) for information and support. If you would like to speak with an aged care advocate you can call the Older Persons Advocacy Network (OPAN) on 1800 700 600.

What if you have concerns about your current aged care service?

The interview process might identify concerns you have with your current aged care service. If you advise the interviewer that you are unhappy with your current aged care service (e.g. service quality, staff issues, COVID procedures etc) our interviewers will be able to assist by:

  • suggesting you raise these concerns with the aged care provider, or
  • suggesting that you have the right to change aged care providers, and/or
  • provide you with contact details for the Australian Government Aged Care Quality and Safety Commission.

Advocacy Program (NACAP) which provides free, confidential, and independent advocacy support to older people receiving government-funded aged care services, their families, and representatives across Australia.

What will happen to information about me?

The interviewer will save your information with a code that is not linked to your name or other identifying information. This means you cannot be identified by your aged care service or the Department of Health from the data you provide. This information will only be used to inform the star rating for your residential aged care service.

Your interview answers will be combined with the answers given by other people living at your aged care service and summarised to give an overall “resident experience” score for your aged care service. This score will become part of the star rating for your aged care service.

Will my information be kept confidential?

Your records relating to this program and any other information received will be kept strictly confidential and securely stored. Your identity will not be revealed, and your confidentiality will be protected in any reports of this program which may be published.

How long will my information be stored and will it be stored securely?

Information collected for this program will be stored securely in Australia for 15 years. After 15 years it will be securely deleted.

Who is organising and funding this program?

This program is funded by the Australian Government Department of Health. The work is being done by three companies working in partnership:

  • IQVIA is leading the project and is storing and analysing the data
  • Access Care Network Australia (ACNA) is conducting the interviews
  • HealthConsult is making sure the program goes to plan.

Where can I get more information?

If you would like further information about this program or if you have any problem related to this program, you can contact Dr Lisa Fodero from HealthConsult on 02 9261 3707.

What if I have a complaint?

If you have a complaint about the interview please call 1300 151 537 or email