Update on Quality of Life and Consumer Experience Surveys

Dear Resident Representatives,

We would like to provide you with an update regarding the Quality of Life and Consumer Experience Surveys that are completed each month through our Moving On Audits (MOA) platform. These surveys play an important role in helping us understand the experiences of our residents and ensuring we continue to deliver high quality, person centred care. Under the National Aged Care Mandatory Quality Indicator Program (QI Program), residential aged-care providers are required to conduct quarterly surveys covering quality of life and consumer experience.

At times, we have noticed that proxy completion rates are lower. A proxy refers to a family member, guardian or nominated representative who completes the survey on behalf of a resident who may be unable to do so independently. Proxy feedback is just as important as resident feedback, as it helps us gain a more complete understanding of each resident’s wellbeing, comfort and satisfaction with their care.

We would like to emphasise the importance of these quarterly surveys, as they allow us to:

• Monitor residents’ quality of life and identify opportunities for improvement
• Strengthen communication between the facility, residents and families
• Ensure our services continue to meet the needs and expectations of those in our care
• Inform our Continuous Improvement Plan and support positive changes across the facility

If you are a proxy for a resident, we kindly encourage you to assist in the completion of the surveys, as your perspective helps guide our ongoing improvements.

If you have any questions or require assistance with completing the surveys, please contact the facility on 4752 2500. 

Thank you for your continued partnership and commitment to our residents’ wellbeing.

Kind Regards

Buckland Management Team