36,000 residents across 2603 aged care homes have their say

The Australian Government has highlighted results from the 2024 Residents’ Experience Survey, in which 36,000 residents across 2603 aged care homes had their say.

Aiming to survey around 20% of residents each year, the survey provides insights into the quality of the services aged care residents receive, with the results making up a third of an aged care home’s Overall Star Rating.

Australian Government statement

Residents, the Australian Government said in an 8 September statement, responded more positively compared to the 2023 and 2022 surveys. The government added that “older Australians in residential aged care have told us their trust is growing in the care they are receiving, and they feel more confident to tailor this care to their needs”.

Results highlighted by the government were that, of the residents surveyed:

• 95% said they feel safe in their aged care homes and that staff are kind and caring;
• 91% said they have a say in their daily activities, which constituted a 10% increase from 2022;
• 88% said they are encouraged to do things for themselves, which was an increase of 7% from 2022;
• 88% of residents said they would recommend their aged care home, which was a 3% increase from 2023; and
• 70% said they were satisfied with the food in their home, which was consistent with previous years’ results.

Key improvement areas: food and staffing

In a summary fact sheet of the Residents’ Experience Survey 2024, food and staffing were identified as key improvement areas.

Food

With 70% of residents being satisfied with the food, this was again the lowest ranked question for 2024.

Improvements to food quality and variety have been asked for by residents — with food being the most raised issue in response to the open text response question: “What is one thing you would suggest as an improvement at this service?”

Quality, variety and suitability for dietary needs were among the common concerns, with the summary fact sheet noting: “Providers have an opportunity to build on what matters most to residents by taking steps to improve meal quality, menu variety and the dining experience.”

In its statement, the government said: “The Australian Government has taken significant steps to improve quality and variety of food in aged care because we know nutritious, flavoursome food makes all the difference to an older Australian’s health and is integral to their quality of care.

“When the new Aged Care Act starts from 1 November, providers will be obligated to meet the new, dedicated, Food and Nutrition Aged Care Quality Standard which raises the bar for providers looking after older Australians in residential care.”

Staffing

In the summary fact sheet, staffing was identified as the second most common issue raised — with residents in larger aged care homes and residents with high daily living support needs more likely to request staffing improvements.

Communication skills, staff availability and turnover were among the specific issues raised, with the question “Do staff follow up when you raise things?” remaining one of the lowest-scored questions in the survey — highlighting, the summary fact sheet stated, “that proactively responding to feedback would build higher resident satisfaction, greater trust and stronger relationships”.

With low satisfaction with communication being a persistent theme, particularly regarding staff explanations and follow-up, the summary fact sheet said: “Providers have an opportunity to build on what is important to residents by fostering clearer, more inclusive communication practices.”

Each aged care home’s survey results and information on what it spends on food is available on the Find a Provider tool on My Aged Care.

You can read the summary fact sheet of the 2024 Residents’ Experience Survey results here, via the Australian Government Department of Health, Disability and Ageing website.

Information on findings from the previous rounds of the Residents’ Experience Survey is available here, via the Australian Government Department of Health, Disability and Ageing website.

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