Moderated feedback system for residential aged care

NZ aged care information service Eldernet has launched a new review system for residential aged care facilities that will allow residents and families to provide feedback on their services.

Eldernet plans to have a nationwide system but has begun with those facilities in the Southern District Health Board region.

The company, which holds contracts with DHBs to report on current residential aged care bed vacancies through its residential care bed vacancy status report (VSR) tool, will moderate the comments to ensure feedback is fair and reasonable and will give facilities the opportunity to respond.

Eldernet said in a statement that a lot of time and effort, and extensive testing has gone into building the software for the project, saying it hoped the service proves to be a way to receive honest, comparable feedback while supporting continued quality and improvement across the sector.

“Rest homes have often been seen as ‘closed’ services – whereby people can’t discuss what goes on behind closed doors,” Eldernet general manager Esther Perriam said in a statement.

“In the many years Eldernet has worked in the sector we’ve seen great examples of exceptional care. We believe that rest homes want to be able to show the great work they do. This new services allows them to do that – families, visitors and older people themselves, can easily let people know that what happens in many of these services is amazing and life enriching.”

Ms Perriam said there may be comments that highlight shortcomings but that negative comments would allow the sector to see what can be done better. “I don’t think that there would be an operator who does not want to offer their residents the very best,” she said.

Many service providers have signalled their wish to be part of this project, Eldernet said, with the Southern DHB region one of the first to be have the service fully available.

Residents and families can write a review about participating facilities by finding it on the website and selecting the 'Review' tab at the top of the listing.

Formal complaints should be made to Age Concern or other advocacy groups.

Posted in New Zealand eHealth

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