My Aged Care Research and Evaluation

Page last updated: 13 October 2017

The department commissioned research through independent research consultancy, AMR, to evaluate experiences and perceptions of the aged care system and My Aged Care initiative among clients, carers, assessors, service providers and health professionals.

Wave 2 My Aged Care Research - Key findings

Wave 2 of the My Aged Care evaluation research was carried out in late 2016 – early 2017. The research showed increased satisfaction ratings among a number of groups since Wave 1, which was conducted in early 2016.

The key strengths identified include:

  • Consumer satisfaction with screening outcomes, face-to-face assessment, and referral to services has remained high.
  • Carers’ experience of many parts of the My Aged Care process has improved to match that of care recipients.
  • Satisfaction with information from the Contact Centre has risen since Wave 1 among carers, RAS assessors, and service providers.

Additionally, both service providers and RAS assessors are feeling more supported by My Aged Care to carry out their professional roles. However, many ratings for these audiences are still low and ratings for health professionals and Aged Care Assessment Teams are generally low. The department remains committed to improving My Aged Care systems and processes.

The research also identified a number of areas for improvement including:

  • Enhancing health professionals’ views of the My Aged Care system and processes such as improving the ease of making inbound referrals on behalf of their patients.
  • The ability for assessors to identify service providers and access information on a client’s history.
  • Service providers’ perceptions of how My Aged Care impacted their workload, though results had significantly improved since the previous round.
  • Referral to services that can meet the needs of people from Culturally and Linguistically Diverse or Aboriginal and Torres Strait Islander backgrounds as well as aspects of services received by these clients.

A baseline survey relating to the Home Care Packages Program operations was included as part of this research. Around one in ten Home Care Package consumers said they were likely to consider a change of service provider as a result of the Increasing Choice in Home Care reforms. Further research with Home Care Package consumers and service providers was recently conducted.

My Aged Care Stage Two Wave 2 Research - Summary of Findings

Next Steps

The results of this research will build on the co-design and accelerated design processes and contribute to continuous improvement processes for My Aged Care.

Previous research

My Aged Care Stage Two Wave 1 Research - Summary of Findings

The first wave of research was conducted in early 2016 and focussed on evaluating the implementation of stage two of My Aged Care in July 2015.