As part of the newly launched National Aged Care Mandatory Quality Indicator Program (QI Program), approved Aged Care providers are required to conduct two quarterly consumer surveys, starting in the April-June 2023 Quarter and reporting no later than 21 July.
Read MoreTwilight Aged Care implemented a successful change program to improve residential care. The change was achieved through regularly gathering feedback and empowering staff. This led to excellent satisfaction with services (98%) and strong staff engagement (87%).
Read MoreThe shift towards consumer-driven funding and greater customer choice in aged care is driving a corresponding and critical shift in focus away from simply complying with government standards, to better understanding and satisfying client and resident needs.
Read MoreAfter two consecutive years of impressive improvements, Flinders University has topped the ranking for the best internal customer experience of IT services. They say that critical to their achievement was listening to their customers, changing their culture and expectations around communication, and placing customer experience as the highest criterion for all change initiatives.
Read MoreMost of our clients are familiar with the work we do around staff engagement and leadership development. Increasingly though, we have also been conducting what we call ‘service quality’ surveys…
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