The department conducted a second wave of research in late 2016 – early 2017 to evaluate the implementation of My Aged Care amongst consumers, assessors, service providers and other key stakeholder groups.
The objectives were to evaluate experiences and perceptions of the aged care system and My Aged Care since the first wave of research in early 2016.
Care recipients and carers continue to report high levels of satisfaction in many areas, including:
- screening outcomes
- face-to-face assessment
- referral to services.
There was also significant improvement on a number of satisfaction ratings among service providers and Regional Assessment Service (RAS) assessors.
However, satisfaction ratings for most aspects of the system remain lower among health professionals and Aged Care Assessment Teams (ACATs) with opportunities to improve on:
- the process for health professionals to make inbound referrals
- the ability for assessors to identify service providers and access information on a client’s history.
These results will contribute to continuous improvement processes for My Aged Care, including recent improvements made to better support clients to contact My Aged Care and improve access to information for health professionals. View the Summary of Findings.