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Consumer Experience+
A Voice of the Consumer survey solution which delivers valuable data insights on the experiences of residents and clients, from their primary contacts. This feedback is essential for enhancing satisfaction, belonging, and overall quality of care and for meeting Australian Government compliance.
What is the Voice of the Consumer?
The Voice of the Consumer holds immense importance in aged care services. It encompasses the active and systematic collection of feedback, insights, and preferences expressed by residents, consumers, and clients, their families, and their key contacts within aged care.
The Voice of the Consumer approach involves gathering feedback across a range of essential areas that directly impact consumer’s well-being and quality of life. These areas include satisfaction levels, physical comfort, emotional support, spiritual and cultural needs, social engagement, and overall life quality.
Benefits of the Voice of the Consumer
Through listening to the voice of consumers and families and understanding their needs and preferences, providers gain valuable insight and knowledge that allows them to assess the effectiveness of their care practices, identify areas of success and improvement, and make informed decisions to enhance the overall quality of care and support.
The Voice of the Consumer approach empowers aged care providers to create a positive and fulfilling living environment that prioritises consumer satisfaction and well-being, ultimately aiming to deliver person-centred care.
Get the Answers You Need
To prioritise the needs of consumers effectively, aged care providers must establish a well-designed Voice of the Consumer feedback program, that is evidence-based and drives understanding for key business outcomes.
The first step towards understanding what truly matters to your consumers is partnering with a company adept at navigating and managing this survey process.
At True Potential Care, we offer Consumer Experience+ (Plus) which is a survey and feedback solution, specifically designed to assist aged care providers in gaining these comprehensive insights. We manage the end-to-end process and provide various plans to meet your unique needs.
Easily Connect Your Insights
We help you connect this feedback through data insights, visualisations, reports, and benchmarking, so you can easily use these insights in your forward planning and with executive management and board members.
These reports are available in flexible formats, including our client portal, electronic files, hardcopies, or a combination of these options.
Consumer Experience+
Key Features
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By partnering with True Potential Care for your survey solutions, we ensure a secure opportunity where participants can provide valuable feedback with confidence.
In our comprehensive plan, we take care of every aspect of the survey process to deliver an end-to-end outcome. This includes consultation, design, implementation, management, data analysis, reporting, and consultancy services.
With our personalised survey design and flexible service options, you’ll discover tailored solutions that perfectly fit your needs and timeframes. We offer standalone, biannual, and quarterly retainer plans.
We provide a range of survey feedback collection options to cater to user preferences, including telephone interviews, online surveys, QR codes, and paper surveys.
We provide frequent consumer snapshots, in-depth insights, and visual analysis dashboards and reports for real-time reporting and feedback analysis.
Our dedicated Account Manager takes charge of managing the end-to-end process, providing personalised support, proactive communication, and regular updates at agreed timeframes.
In the aged care sector, Net Promoter Score (NPS) can be used to assess the likelihood of consumers, their families, or key contacts recommending a specific aged care facility or service to others, providing insights into customer satisfaction and loyalty.
At True Potential Care, all of our experience management survey solutions have the NSP built-in.
True Potential Care provides a variety of customisable delivery options specific to your aged care facility needs, which can be further discussed during a consultation to ensure a perfect fit.
Core
Benefits
- Enhanced stakeholder satisfaction
- Benchmarking & industry insights
- Optimise resource allocation
- Strengthen government compliance
- Increase stakeholder loyalty, belonging, & wellbeing
- Proactive quality improvement
- Enhance employee engagement and empowerment
- Reputation Management
Our Process
The Consumer Experience+ service is a user-friendly experience management survey solution, that provides practical insights to enhance the satisfaction of your consumers. As a high-level overview, we provide the following workflow. More information will be provided during our initial consultation.
Supporting You
Whether you are a residential care provider, independent living facility, home care package provider, or disability support provider, we are here to meet your unique needs and ensure that your consumers receive the highest level of care and support through our tailored telephone solutions.
Residential Care Providers
Independent Living Facilities
Home Care Providers
Disability Support Providers
Would you like to learn more?
All of our packages are tailored to your individual needs and you can mix and match services, and switch them on and off at will.
