You are here: Home Publications Consumer Experience Reports Sampling and use of Consumer Experience Reports

    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

    Statutory requirement

    Section 2.15(2) of the Quality Agency Principles 2013, specifies that the assessment team must meet at least 10% of the care recipients of the service, or the care recipients’ representatives, during the site audit to discuss the care and services they are receiving. 

    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, 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 Consumers’ Experience Report is 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%.

    Consumer Experience Reports 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 re-accreditation audit report at http://www.aacqa.gov.au/publications/reports.    


    [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 Quality Agency is not identified in the Consumer Experience Reports. The Quality Agency will provide the Consumer Experience Report to the provider if it contains data from 10 or more random interviews.

    The below table summarises how the Quality Agency will use the Consumer Experience Reports. 

     

    Monitoring and evaluation

    We have trained our staff in the use of the core interview questions. We are providing ongoing support to staff to implement this quality improvement in our practice. A post implementation workshop covering formative and summative evaluation will be conducted in October 2017 in collaboration with La Trobe University and the Consumer Experience Report Working Group.   

    Acknowledgement

    The Quality Agency acknowledges the wisdom and diverse input from the Consumer Experience Report Working Group.