It's time for Government Grants for Digital Feedback Management Systems for Aged Care

The aged care sector has undeniably made great strides in the past year. As Aged Care Quality and Safety Commissioner Janet Anderson noted at the recent Aged & Community Care Providers Association conference, the entire community is united in their goal: every older Australian should have an excellent aged care experience. One significant way to ensure this happens? Feedback.

"If you're listening to the people you're providing care for, then there is a much better chance of you getting it right … A provider who is leaning in actively towards their consumers, encouraging them to voice their views about their experiences - good, bad and indifferent - is a better provider."

The Power of Feedback

Feedback is the heartbeat of improvement. The ability to understand, address, and act on feedback can drastically transform the quality of care provided. As highlighted by Commissioner Anderson, when providers actively encourage their consumers to voice their experiences, they stand a higher chance of getting it right. It is through this continuous loop of receiving, understanding, and implementing feedback that aged care facilities can truly thrive.

Standard Six Isn't the 6th Most Important Standard!

The emphasis on feedback isn’t simply anecdotal. The Aged Care Quality Standards, particularly Standard Six, reinforces the importance of feedback and complaints. An aged care provider that leans into feedback — be it positive, negative, or neutral — becomes a better provider by definition. It's all about active listening, understanding the needs, and proactively making necessary improvements.

With the new governance reforms set to kick in soon, feedback's role becomes even more paramount. Providers will be expected to showcase the feedback they've received and illustrate the steps they've taken in response. As Anderson aptly puts it, providers will gain "bragging rights" — the ability to proudly proclaim, "We listened, we acted, we improved."

The Call for Digital Feedback Management Systems

While the importance of feedback is universally recognized, managing it can be a challenge. This is where technology comes in. Digital feedback management systems can simplify, streamline, and optimize the feedback collection and implementation process.

Here's why the government should consider grants for these systems:

• Efficiency: Digital feedback systems allow for real-time collection and analysis of feedback, ensuring prompt action.
• Accuracy: Automated systems minimise errors that can arise from manual collection and interpretation.
• Transparency: These systems can generate reports, giving both the institutions and regulatory bodies clear insights into areas of improvement and action taken.
• Consumer Empowerment: Easy-to-use feedback platforms can encourage more consumers to share their experiences, leading to a richer feedback pool.

Historically, government grants have been pivotal in fostering innovation and improvement in the aged care sector. We've seen the transformative impact of digital care management systems funded by past grants, and the current emphasis on medication management systems. Now, it’s time for feedback management systems to take the spotlight.

Conclusion

As Commissioner Anderson rightly noted, perfection might not be the goal, but continuous improvement is. By supporting digital feedback management systems through government grants, we're not just investing in technology; we're investing in the betterment of aged care for every Australian. It's not just about aiming for better; it's about making "better" a tangible reality.