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Sampling and use of Consumer Experience Reports

This page relates to the Consumer Experience Report in residential aged care services. Also see our Consumer Experience Reports introductory page.

 

Sampling methodology and reliability

A random sample with a minimum of 12-17 responses, to each of the 10 core consumer questions, depending on the number of care recipients during the visit is required. This provides statistical reliability of the Consumer Experience Report (CER), based on calculations of the sample size required to estimate a proportion of about 90% with a 90% confidence interval and 12% margin of error[1].

The margin of error (or confidence interval) is the level of precision you require, expressed as a plus or minus number in percentage points (e.g., ±5%). The confidence level is the probability that the margin of error contains the true proportion. The higher the confidence level, the more certain you can be that the margin of error contains the true proportion. 

The sample size employed in the CERs are able to detect differences between homes where the percentage points difference in responses is 45 points or greater. The sample size is not sufficiently large to detect differences between homes where the percentage points difference in responses is less than 45%.

CERs which reach the minimum number of responses for the number of care recipients present to each of the 10 questions will be published alongside the corresponding site audit report.

This information is summarised in the table below:

 

Infographic_CER sampling methodology and reliability

 

[1] Wells, Y., Herd, A., & Fetherstonhaugh, D. (2017). Developing a consumer experience report: Pilot stage. Melbourne: Australian Institute for Primary Care & Ageing, La Trobe University.

Protecting consumer privacy

Personal information of those interviewed by the Aged Care Quality and Safety Commission is not identified in the CERs. The Commission will provide the report to the provider if it contains data from 10 or more random interviews.

This information is summarised in the table below:

 

Infographic_How the Commission uses Consumer Experience Report data

The team interviews at least 10 random care recipients and obtains the minimum number of responses to CER questions 1-10 for the size of their home.

CER report sent to service: YES
CER report published: YES

The team interviews at least 10 random care recipients, but does not obtain the minimum number of responses to CER questions 1-10 for the size of their home

CER report sent to service: YES
CER report published: NO

Homes with less than 10 care recipients, CER responses still inform performance against EO's

CER report sent to service: NO
CER report published: NO

Acknowledgement

The Commission acknowledges the wisdom and diverse input from the CER Working Group.

CER Working Group Members 2016 – 2017

Ms Pauline Solomons
Executive Manager
Presbyterian Aged Care

Ms Colleen Rivers
Policy and Consultancy Manager
Aged and Community Services Australia

Ms Amanda Allen
Projects Manager and Quality Assurance
Alzheimer’s Australia

Ms Daniella Greenwood
Strategy and Innovation Manager
Arcare Aged Care

Dr Maggie Haertsch
Chief Executive Officer
Arts Health Institute

Mr Ian Yates
Chief Executive Officer
Council on the Ageing

Ms Amy Laffan
Assistant Secretary
Department of Health

Ms Danielle McIntosh
Quality, Safety and Risk Manager
Hammond Care

Ms Kay Richards
National Policy Manager
Leading Aged Services Australia

Ms Judy Gregurke
Director, Aged Care Reform Secretariat
National Aged Care Alliance

Ms Suzanne Lawless
Policy Manager
National Seniors Australia

Mr James Newtown
Policy Manager
Aged Care Guild

Professor Elizabeth Beattie
Professor, Faculty of Health, School of Nursing, Research - Nursing
Queensland University of Technology

Ms Linda Justin
Director Practice and Quality
Uniting Quong Tart Ashfield

Rev Fr. Nicholas Stavropoulous
Chief Executive Officer
St Basil's Homes

Professor Yun-Hee Jeon
Professor of Chronic Disease and Ageing
The University of Sydney

A/Professor Lee-Fay Low
Associate Professor in Ageing and Health Head of Discipline, Behavioural and Social Sciences in Health
The University of Sydney

Ms Karn Nelson
Executive General, Manager Strategy and Research
The Whiddon Group

Ms Hazel Bridgett
Consumer representative
Consumer representative

Ms Kate Swaffer
CEO and Co-founder
Dementia Alliance International

Professor John McCallum
Dementia expert
Dementia expert

Mr Geoff Bartle
Consumer representative
Consumer representative

Ms Catherine Barker
Clinical Safety and Assurance Manager
Bupa Aged Care

 

Changed
Tuesday, 12 February 2019 - 9:10am