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Jewish Care (Victoria) Inc

 St Kilda Road, Melbourne, VIC

Clients’ Expectations Driving Continuous Improvement

Residential and Home Care - Metropolitan - Organisational wide or multiple home program

Award descriptors

  • Diversity
  • Consumer engagement and/or co-design
  • Health and wellbeing

Developing an innovative survey methodology for capturing quantitative data related to customer satisfaction in aged care.

About this program

There is no recognized industry tool in Australia for capturing quantitative data related to customer satisfaction in aged care. This inspired the organisation in 2013 to develop an innovative survey methodology. 

The survey methodology was developed in conjunction with our clients to ensure an inclusive research practise. Focus groups were held to pilot the survey and clients were given the opportunity to comment and rate questions. The methodology itself is based on the acclaimed SERVQUAL approach by Zeithaml, Parasuraman and Berry (1985). The methodology involves scaled measurement of both consumer expectations and satisfaction levels.

By not only measuring satisfaction but also expectations of consumers, organisations are better equipped to understand changes in satisfaction levels. For instance, high expectations and low levels of satisfaction might indicate that the marketing strategy for a particular product or service is not communicating the accurate message. Furthermore, by asking the client for their expectations, a voice is given to express what is important to them. Conventional surveys only question satisfaction levels of consumers, thereby missing an essential element: what is crucial to clients accessing services.

The gap between expectations and satisfactions can be visualised on a GRID, which immediately shows which service or product areas need more attention according to consumers. We extended the methodology to include not only the customer service items but also a range of service provision dimensions which reflect the relevant service area identified under the National Aged Care Standards. For instance for Community Aged Care, the Home Care Common Standards were included as survey items.

The data resulting from the dual survey methodology implemented in 2013 was then linked to our customer feedback and incident rates which allowed us to adjust continuous improvement plans across our services to address both expectation and satisfaction levels of clients. For instance, complaints handling processes were improved and implemented and an Organisational Lead: Practice and Support role was appointed.

As a result of the use of this methodology, for example, satisfaction levels from 2013 to 2015 for Community Aged Care improved in over half of the domains.

More information about this program

Stephen Thomas at or call (03) 82175935

Friday, 21 December 2018 - 6:31am