ACRC standard excellence

Rating Criteria Explained

Ratings Explained

Standards of Excellence in Care

Understanding what is important to older Australian’s and providing aged care services that meet their preferences is critical. When this is the primary focus for service providers this transforms people accessing the services and their families from passive care recipients into one where they can play an fundamental role in defining quality care.

Putting people who access aged care services at the forefront of the decision making should be a key focus for aged care providers and services. The Aged Care Reform has seen significant changes and there has never been such a focus to support increased consumer choice, transparency and engagement.

Australia’s National Average

An industry approach to improving the overall Consumer Quality Index

Aged Care Report Card’s Standards of Excellence in Care
Our research shows that the below rating criteria were the areas most important when making decisions about Aged Care Facilities, Home Care, Retirement Villages, Placement Agencies and Aged Care Assessment Teams.

Our aim is to provide consumers and the dedicated professionals referring consumers to a particular service with additional guidance on those important subjective factors of the performance of a home in the eyes of the customer or employee. After significant consultation with consumers and professionals around our first rating criteria ACRC’s 7 Standards of Excellence in care was formed.


The ratings below show you a snapshot of the overall Consumer and Employee satisfaction rating across all homes in Australia.

Staff Presence

Nursing Care

Friendliness

Quality of Food

Activities

Cleanliness

Management

Overall Rating

Consumer Quality Rating Criteria

Nursing Homes
  • 1. Staff Presence
  • 2. Nursing Care
  • 3. Friendliness
  • 4. Quality of Food
  • 5. Activities
  • 6. Cleanliness & Environment
  • 7. Management
  • Quick responses, when you call for assistance.
  • Enough time to complete your daily living activities without feeling rushed.
  • A strong presence of personal carers and nursing staff.
  • Confidence with the skill level of staff attending to any complex or chronic needs.
  • Compassion and dedication shown toward residents.
  • Peace of mind that you and if you choose a representative is kept well informed of any changes, health updates or incidents.
  • Prompt General Practitioner attention when you are unwell.
  • Accessibility of allied health services such as a dietician, speech/physiotherapy and podiatry in accordance with your needs.
  • Staff value and understand your cultural and religious beliefs when it comes to delivering clinical care.
  • You feel listened to and included by staff at the facility when it comes to planning and implementing your preferences.
  • Friendly, welcoming staff that smile and greet you and your visitors with warmth.
  • Staff who treat you with dignity and respect at all times.
  • Staff who are compassionate, dedicated and responsive when caring for you.
  • The feeling that this is a home, filled with warmth and care.
  • Your meals are of high quality and you always feel hydrated.
  • You can choose meals from a variety of food groups, and any special dietary needs you have are catered for; meals look tasty and are presented well.
  • Culturally and generationally appropriate foods are provided.
  • Your opinion is sought throughout the year on the overall satisfaction of food quality and menu choices.
  • Your dining facilities are comfortable and clean, as is the crockery and cutlery.
  • Your dining environment is conducive to conversation and socialisation.
  • Quick responses, when you call for assistance.
  • Enough time to complete your daily living activities without feeling rushed.
  • A strong presence of personal carers and or nursing staff to meet your needs.
  • Access to daily activities.
  • A wide range of activities on offer that meet your interests. Support is offered as required for you to enjoy and participate.
  • A choice of activities that cater to your level of physical and cognitive ability.
  • The opportunity to participate in decisions regarding activities; you feel you have choice and control over your lifestyle.
  • Readily available emotional support for those adjusting to life in a new environment.
  • Comfort that your generational and cultural beliefs are valued and fostered.
  • Responsive management staff that react quickly and satisfactorily to concerns that you may have raised.
  • Staff are familiar and your carers stay with you over time.
  • Assurance that what needs to be fixed or improved will happen in a reasonable timeframe.
  • Visibility of the values and objectives of the operation practiced and embodied by staff.
  • Access to management team; they are readily available when you need them.
Home Care Services
  • 1. Quality of Care
  • 2. Friendly Staff
  • 3. Accommodating
  • 4. Supportive
  • 5. Organisation
  • The care provided to you, in your opinion is of an acceptable standard in your view.
  • You have confidence in the care staff’s ability that visit your home and that they have the required skills to assist you.
  • Enough time is provided to complete your daily living activities without feeling rushed.
  • Staff that visit your home are friendly, and show compassion towards you.
  • The service is supportive of your needs.
  • You are provided with opportunities to contribute your views and are included in discussion about the service and support your receive.
  • The care you receive is personalised service that meets your needs.
  • Overall the service is reliable and and the carers turn up on time.
  • Overall the service is reliable and and the carers turn up on time.
  • The home care provider responds to changes in your needs in a timely manner.
  • Responsive management team that responds quickly and satisfactorily to concerns that you may have raised.
  • Staff are familiar and your carers stay with you over time.
  • Assurance that what areas need improving will happen in a reasonable timeframe.
Placement Agencies
  • 1. Quality of Advice
  • 2. Supportive
  • 3. Friendliness
  • 4. Reliable
  • The quality of information provided and shared with you was exactly what you needed to guide you through decision making process of finding aged care services.
  • A valuable service that made a difficult decision easier.
  • The placement consultant provided you with the necessary support and recommendations to help navigate you through your requirements to make an informed decision.
  • The placement consultant was supportive and showed empathy through the process from the beginning to the end.
  • Overall the placement agency was reliable and you had trust in their ability to help guide you.
  • The provider responds to changes in your needs in a timely manner.
Financial Planning Services
  • There are no ratings for 'Financial Planning Services', however you can write a comment about your experience with a particular service.
  • Whilst we list Aged Care Specific Financial Planning Services we do not rate them with a “Heart Rating” as financial advice, rather we allow you to provide a comment.
  • The reason we do not provide a rating scale is because whilst seniors and their relatives may believe they were given good financial advice, in reality this may not be the case. Given it involves a financial decision, we only allow the community to provide a comment and share their experience
Aged Care Assessment Teams
  • 1. Friendliness
  • 2. Supportive
  • 3. Quality of Advice
  • Staff that visited your home are friendly, and show compassion towards you.
  • The assessor that visited your home was supportive and provided the necessary support you needed.
  • The quality of information provided and shared with you met your requirements to guide you through the next steps of the services you needed (ie. respite, permanent care or home care packages).
Retirement Village
  • 1. Food Quality
  • 2. Friendliness
  • 3. Environment and Design
  • 4. Resident activities
  • 5. Management
  • The meals provided in the village are quality meals.
  • Your opinion is sought throughout the year on the overall satisfaction of food quality and menu choices.
  • Your dining facilities are comfortable and clean, as is the crockery and cutlery.
  • Your dining environment is conducive to conversation and socialisation.
  • Friendly, welcoming staff that smile and greet you and your visitors with warmth.
  • Staff treat you with dignity and respect at all times.
  • Staff are compassionate, dedicated and responsive when caring for you.
  • The feeling that this Village is filled with warmth and care.
  • Ease of access to the Village Unit's – pathways and entrances are well lit-up and safe.
  • The Village grounds are well looked after and maintained. The common areas are clean also.
  • The design layout is easy for you to navigate.
  • There a range of activities on offer that meet your interests. Support is offered as required for you to enjoy and participate.
  • A choice of activities that cater to your level of physical ability.
  • The opportunity to participate in decisions regarding activities; you feel you have choice and control over your lifestyle.
  • Responsive management staff that react quickly and satisfactorily to concerns that you may have raised.
  • Assurance that what needs to be fixed or improved will happen in a reasonable timeframe.
  • Visibility of the values and objectives of the operation practiced and embodied by staff.