Consumer Experience Interviews (CEIs) will be undertaken in residential aged care facilities from April 2022. Interviews will be undertaken and will use a simple set of questions to ask senior Australians about their experience living in residential aged care.

The results of these CEIs will be published on the Star Ratings web page. This will give all Australians more information and confidence when choosing aged care services for themselves or their loved ones.

To conduct the interviews, the department has engaged IQVIA in a consortium with Access Care Network Australia and HealthConsult, which has substantial experience in the aged care sector. IQVIA will be in touch with residential aged care providers to schedule interviews.

Around 20% of care recipients will be interviewed nationally, including residents from vulnerable communities, diverse cultures and those with special needs.

Find more information on the department’s website and keep an eye out for a webinar about these consumer experience interviews, coming soon.

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