In the evolving landscape of aged care, adhering to the Aged Care Quality Standards and the recommendations of the Royal Commission Interim Report is of paramount importance. However, when it comes to obtaining feedback and managing complaints, traditional survey methods simply don't meet these standards. Let's explore why surveys and instant feedback are indeed as different as apples and oranges in meeting the needs of aged care providers and their clients.
1. Timing Bias: Surveys often serve as a snapshot of a resident's experience at a specific moment in time. The drawback of this approach is that by the time surveys are conducted and results are compiled, it may be too late to remedy any issues identified. Conversely, instant feedback systems like Tell Touch allow for real-time reporting and immediate attention to concerns as they arise, providing opportunities for prompt action and resolution.
2. Memory Bias: Surveys rely on a resident's ability to recall past experiences accurately. However, memories can fade or become distorted over time, leading to inaccurate reporting of issues. On the other hand, instant feedback capitalizes on the recency of experiences, with issues still fresh and top-of-mind, leading to more accurate reporting.
3. Recency Bias: In survey situations, the most recent experiences might disproportionately sway the respondent's overall perceptions. This "Sunday roast effect" might overshadow other important aspects of care. Instant feedback, however, focuses on recent events as they are the issue, providing a more accurate picture of the current care experience.
4. Acquiescence Bias: People taking part in surveys often give the responses they think you want to hear. Instant feedback, especially when provided without supervision or via families, mitigates this bias.
5. Conformity Bias: Surveys are often conducted in a group setting, which can influence respondents to conform to the opinions of others. Instant feedback, by nature, is often provided independently, reducing the influence of others and leading to more genuine responses.
6. Intimidation Bias: Some residents may feel uncomfortable providing negative feedback for fear of reprisal. The option to provide instant, anonymous feedback eliminates this fear, encouraging honest and open communication.
2. Memory Bias: Surveys rely on a resident's ability to recall past experiences accurately. However, memories can fade or become distorted over time, leading to inaccurate reporting of issues. On the other hand, instant feedback capitalizes on the recency of experiences, with issues still fresh and top-of-mind, leading to more accurate reporting.
3. Recency Bias: In survey situations, the most recent experiences might disproportionately sway the respondent's overall perceptions. This "Sunday roast effect" might overshadow other important aspects of care. Instant feedback, however, focuses on recent events as they are the issue, providing a more accurate picture of the current care experience.
4. Acquiescence Bias: People taking part in surveys often give the responses they think you want to hear. Instant feedback, especially when provided without supervision or via families, mitigates this bias.
5. Conformity Bias: Surveys are often conducted in a group setting, which can influence respondents to conform to the opinions of others. Instant feedback, by nature, is often provided independently, reducing the influence of others and leading to more genuine responses.
6. Intimidation Bias: Some residents may feel uncomfortable providing negative feedback for fear of reprisal. The option to provide instant, anonymous feedback eliminates this fear, encouraging honest and open communication.
| Type of Bias | Surveys | Instant Feedback |
|---|---|---|
| Timing Bias | Surveys capture a moment in time, potentially too late to remedy issues. | Instant Feedback addresses issues as they arise. |
| Memory Bias | People may forget past issues when filling out surveys. | Issues are still fresh and top-of-mind with Instant Feedback. |
| Recency Bias | Recent experiences, such as a good meal, can disproportionately sway overall survey responses. | Instant Feedback focuses on recent events as they are the issue. |
| Acquiescence Bias | Respondents may give the responses they think the surveyor wants to hear. | Instant Feedback can be provided independently, without the pressure to acquiesce. |
| Conformity Bias | Surveys often conducted in group settings can lead to conformity of responses. | Instant Feedback is provided independently, reducing the chance of conformity bias. |
| Intimidation Bias | Fear of reprisal may cause discomfort and influence survey responses. | Instant Feedback can be given anonymously, reducing fear and encouraging honesty.
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In conclusion, while surveys can serve a purpose, especially for specific reporting requirements, their limitations highlight the need for instant feedback systems in aged care settings. By offering a real-time, bias-minimizing feedback mechanism, we can significantly enhance communication, trust, and the overall quality of aged care.
As advocates for improved aged care standards, we encourage providers to consider the many benefits of instant feedback mechanisms like Tell Touch in ensuring the voices of residents and their families are heard, and immediate action can be taken.
Let's work together towards revolutionising aged care one piece of instant feedback at a time.
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