hacc guide

HACC Consumer Survey Instrument Guidelines

Home and Community Care ProgramConsumer Survey Instrument and

Guidelines

Introduction

This package aims to provide a framework for obtaining consumerinput in the assessment of quality in Home and Community Care (HACC) services.

It consists of the Consumer Survey Instrument (there are 7 versions to choose from)and Guidelines for using the Instrument.

The Guidelines are not meant to be prescriptive but rather are intended to providegeneral guidance to agencies and service quality assessors in collecting the views ofconsumers as part of the appraisal of service quality.

BackgroundThe HACC National Service Standards were introduced in 1991 as part of acommitment to providing high quality services to consumers of community care. TheStandards provide agencies with a common reference point for internal qualitycontrols and outline expected outcomes for consumers.

The National Service Standards Instrument (NSSI) was developed in 1998 to providea nationally consistent and reliable means of measuring and monitoring agencycompliance with the Standards. The Instrument allows agencies to determinewhether they are meeting the Standards and what they can do to improve theirservices.

With the development of the Consumer Survey Instrument (CSI), we can now ensurethat the views of those people who receive HACC services are taken into account inthe appraisal of service quality. The CSI has been developed specifically for theHACC Program as a means of gathering consumer feedback in relation to servicequality. Each question in the CSI has been designed to reflect an aspect of servicequality in relation to a particular Standard or Objective of the HACC National ServiceStandards.

The CSI has been subject to extensive field testing and detailed analyses involvingover 2000 HACC clients and 41 HACC agencies. This testing revealed that serviceproviders, quality assessors and consumers overwhelmingly support the use ofconsumer feedback in the assessment of HACC agencies against the HACCNational Service Standards. The Instrument itself has been shown to reliablymeasure consumers’ opinions of service quality as they experience it.


Link to the Standards Appraisal ProcessConsumer feedback is an important part of a comprehensive quality framework thathas been established within the HACC Program. It should not be used as a stand-alone measure of service quality, or as a substitute for the assessment reviewprocess using the HACC National Service Standards Instrument. Instead, it shouldbe used as an integral part of the service appraisal process, to highlight qualityissues from a consumer perspective.

Information from the consumer feedback process is not numerically linked in aprescriptive way to the National Service Standards Instrument. Feedback datashould be used as a qualitative rather than a quantitative input to the assessmentreview process.

Possible uses of data from the consumer feedback process using the CSI are:

1. Identifying potential problems

Summary results from the consumer feedback process can be used as a guide toassessors to allow them to focus attention on potential problem areas within a HACCagency.

2. A tool in improving agency performance

Results can be used as a tool in the negotiation process between assessor andservice provider to facilitate compliance with the HACC National Service Standardsand to encourage service providers to recognise and accept areas where there isscope to improve agency performance.

3. Improving knowledge of consumers’ needs

For providers, the consumer feedback process is a useful way of keeping in touchwith consumers’ needs and of maintaining or improving the effectiveness of theirservice in continuing to meet those changing needs.

Guidelines for Using the CSI

Which Instrument

There are a number of versions of the CSI, which have been developed to suitparticular HACC service types, consumer groups and different ways of gatheringconsumer feedback. A copy of each version is included in this package.

1. Consumer Survey Instrument for HACC general services

This instrument should be used by HACC funded agencies that provide servicesother than home maintenance/modification services, meals services and


transport services. Testing has revealed that it is suitable for agencies providingsocial support, community nursing, home help, personal care, allied healthservices, respite care and case coordination/management. This version shouldbe used where the consumer feedback process is conducted via a mail out toconsumers.

2. Consumer Survey Instrument for HACC home maintenance/modification services

This Instrument should be used by HACC services providing homemaintenance/modification services where the consumer feedback process isconducted via a mail out to consumers.

3. Consumer Survey Instrument for HACC meals services

This Instrument should be used by HACC services providing meals services,where the consumer feedback process is conducted via a mail out to consumers.

4. Consumer Survey Instrument for HACC transport services

This Instrument should be used by HACC services providing transport services,where the consumer feedback process is conducted via a mail out to consumers.

5. Telephone Interview Instrument

This version of the Instrument should be used by any agency that uses telephoneinterviews as the method for collecting consumer feedback. Specific adaptationshave been made to the Instrument to make it appropriate to obtaining feedbackby telephone interview. The order of questions has been altered to better suit thismethod, the language used adapted to a more conversational style, andresponse categories made more consistent to allow participants to understandand answer questions with greater ease.

6. Focus group discussion questions for consumers of non-English speakingbackgrounds

Expert advice received during the development of the Consumer SurveyInstrument revealed that face to face interviews were likely to be the mostappropriate way of seeking feedback from people from non-English speakingbackgrounds. Accordingly, the use of focus groups are recommended for theseconsumers and a specific survey instrument has been designed for this purpose.

7. Focus group discussion questions for consumers of Aboriginal specific HACCservices

Expert advice received during the development of the Consumer SurveyInstrument revealed that face to face interviews were likely to be the mostappropriate way of seeking feedback from indigenous people from remotecommunities. Accordingly, the use of focus groups are recommended for theseconsumers and a specific survey instrument has been designed for this purpose.


Which method

Consumer feedback can be collected using the Consumer Survey Instrument viatelephone interviews, mail outs and/or focus groups.

No one method can be recommended for use in all agencies because particularcharacteristics of agencies and consumers may affect their ability to participate bysome methods. For example, focus groups tend to be suitable for people from non-English speaking backgrounds but by their nature tend to exclude the most frail ordependent people from participating; on the other hand, mail surveys are the leasttime consuming for most consumers and agencies but tend to have low responserates.

Each method has advantages and disadvantages. These are summarised in thetable below.

Method Advantages Disadvantages

Focus Groups

� Extra qualitative data canbe collected throughopen discussions

� Can foster a strongpositive relationshipbetween serviceproviders and consumers

� Can provide in-depthcoverage of issues

� More relevant for peoplefrom non-Englishspeaking backgroundand Aboriginal andTorres Strait Islanderpeople

� Can be time consumingand expensive

� Require significantadministration andorganisation

� Not particularly suitablefor mobility impaired andfrail consumers

� Will not necessarilyconstitute arepresentative sample ofthe target audience

Telephone Interviews

� A more cost-effectivemethod of canvassingthe views of manyconsumers in a shorttime

� Encourages more openfeedback due toanonymity

� Must be undertaken by athird party and thereforeconfidentiality issuesarise

� Due to above, can beexpensive to constitute

� Not particularly suitablefor people from non-English speakingbackground andAboriginal and TorresStrait Islander people

� Minimal administrative � Lowest rate of response


Mail outs

requirements

� Least burden on serviceproviders

� Non-intrusive

� Can provide reliable data

� Time lag between themail-out and return

� Limited opportunity forrespondents to exploreother issues

� Not suitable for peoplewith literacy problems,people with visualimpairments, people fromnon-English speakingbackgrounds, orAboriginal and TorresStrait Islander people

The method chosen should be that which is best suited to the individual agency,taking into account the type of consumers, agency resources and so on. A mix ofmethods may also be appropriate for some agencies.

Who should collect consumer feedback

It is not recommended that agency staff be used where telephone interviews or focusgroups are chosen as the method for collecting consumer feedback. To do so maycompromise the information provided (eg, consumers may not wish to give frankfeedback directly to the agency) and anonymity of responses is obviously notpossible. In these cases, independent facilitation should be used. If this is notpossible, consideration may be given to using a staff member from another servicewithin the same organisation.

Client confidentiality is not at issue where mail outs of surveys are used and surveysare returned anonymously.

Which clients

Where possible, all consumers who have recently received a HACC service from theagency, or who are considered to be current clients, should be invited to participatein the consumer feedback process. Obviously this may not be feasible for allagencies (eg; those with several hundred clients). In these cases, a random sampleof consumers is appropriate.

Other important notes on the process

In terms of timing, client feedback should be obtained before the assessment reviewprocess. This will enable the assessor and the agency to focus on particular areasof quality highlighted by the consumer feedback.


Agency staff are discouraged from assisting their clients to complete the survey.Rather family members, friends or other individuals not associated with the agencyare suggested as appropriate people to assist in this way.

Facilitators or other third parties involved in the appraisal process should not makedirect contact with consumers without first obtaining their consent to do so. Theservice provider should obtain consent from the consumer first, either by telephone,mail or in person; it is only once this consent obtained that consumer details can bepassed on to the person actually conducting the survey.

It must be made clear to all consumers that their participation is voluntary and thatthe information they provide will not affect their access to services.

In a minority of cases, the consumer feedback process may reveal individual caseswhere consumer well-being appears to be seriously compromised. In planning thecollection of consumer feedback, consideration should be given to implementation ofappropriate procedures in these cases, particularly where an understanding of clientconfidentiality has been given as part of the data collection process.

Service quality surveyfor Home and Community Care home support and respite services

Consumer Survey Instrument for HACC General Services - mail survey form

The following questions are about the services and assistance youhave been receiving from your local Home and Community Care(HACC) agency. Your answers and comments will helpgovernment and service providers to improve services providedthrough the HACC program.

� Your views are important to us and we look forward to receivingyour reply however you do not have to complete and returnthis survey if you do not wish to. You may also leave blankany questions you would rather not answer.

� Your replies to the survey questions will be completelyconfidential.

Please return your completed survey form using the reply paidenvelope provided. No stamp is necessary.

Consumer Survey Instrument for HACC General Services - mail survey form

Please answer the following questions about the agency you receive helpfrom:

Name of agency

Simply tick the box of the answer most appropriate to you or write yourcomments in the spaces provided.

1: Provision of Services

1 Does the agency properly consider your needs and preferences when theydecide how to help you?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4

Did not discuss needs with agency.......... �5

2 Has the agency offered you a choice in the service you can have? Forexample, can you choose the day or time of service, or make decisions aboutother aspects of the service that you receive?

Yes, a lot of choice.......... �1

Some choice.......... �2

No choice.......... �3

Don’t know.......... �4

3 Does the agency give you clear information about what help they will give you(for example, information about type of service or when or how often youwould get it)?

Yes.......... �1

Some of this information.......... �2

No, none of this information......... �3

Don’t know.......... �4

4 Do you think that the agency gives you the right type of help?

Consumer Survey Instrument for HACC General services – mail out survey

Yes, all of the time.......... �1

Most of the time.......... �2

Some of the time.......... �3

Not at all.......... �4

Don’t know.......... �5

5 Do you think that the agency gives you enough help?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5

6 Does the agency provide you with help in the way they said they wouldprovide it?




Not at all.......... �4

Don’t know.......... �5

7 Does the agency explain to you its decisions about the services it willprovide?

Fully explains decisions.......... �1

Partly explains decisions.......... �2

Does not explain decisions.......... �3

Don’t know.......... �4


8 If the agency needs to make changes to your service do they give youenough notice?

Yes, enough notice.......... �1

Some notice given.......... �2

No, no notice given.......... �3

Don’t know.......... �4

Doesn’t apply.......... �5

9 If the agency needs to make changes to your service do they explain whythese changes are necessary?

Fully explains changes.......... �1

Partly explains changes.......... �2

Does not explain changes.......... �3

Don’t know.......... �4


10 What type of help do you currently receive from the agency?

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2: Rights and Information

As someone who receives HACC services you have certain rights andresponsibilities. For example, you have a right to confidentiality of personalinformation and privacy and a right to access your personal information.

1 Are you satisfied that any details that the agency has about you, such as youraddress or other personal details, are kept private and will not be given toother people without your consent?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


2 If you were not happy about the service you received, would you feelconfident about bringing it up with the agency?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4

3 Do you feel confident that the agency will listen to any concerns you haveabout the service you receive?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4

4 Do you feel confident that the agency will deal fairly with any concerns youraised about the service?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4

5 Are you aware of where else you can go to raise any concerns about theservice you receive?

Yes.......... �1

No.......... �2

Don’t know.......... �3


An advocate is a person you can choose to represent your rights, andnegotiate on your behalf. This may be a friend, a family member or anadvocacy service.

6 Have you received any information from the agency about how you couldobtain or use an advocate?

Yes.......... �1

No.......... �2

Don’t know.......... �3

Previously had information.......... �4

Not relevant.......... �5

7 If you were to choose someone to speak to the agency for you (to act as youradvocate) when arranging services or sorting out problems, do you think theagency would accept this arrangement?

Yes.......... �1

No.......... �2


Don’t know.......... �4

Many HACC agencies invite their clients to participate in servicemanagement by having consumer representatives on a managementcommittee or by regularly asking consumers what they think of the serviceand its management.

8 If you wanted to, do you feel that you could have a say in the way the agencyis run?

Yes, a lot of say.......... �1

Some say.......... �2

No say.......... �3

Don’t know.......... �4



3: Satisfaction with Services

The following questions are about your satisfaction with the services youreceive.

1 Are you satisfied with the way the agency manages its business, for example,how it handles accounts or organises staff?

Yes, very satisfied.......... �1

Somewhat satisfied......... �2

Not satisfied.......... �3

Don’t know.......... �4

2 Do people from this agency carry out their work competently?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5

3 Would you say that the services provided by this agency were reliable?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5

4 Have you ever been concerned about your safety or security because of theactions of agency staff?

No concerns.......... �1

Minor concerns.......... �2

Yes, serious concerns.......... �3

Don’t know.......... �4


5 If yes, what were your concerns?

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6 Is the agency sensitive and responsive to any financial limitations youmay have?

Yes.......... �1

Partly.......... �2

No.......... �3

Not applicable.......... �4

7 Is the agency sensitive and responsive to the additional needs you havebecause you live in a rural or remote area?

Yes.......... �1

Partly.......... �2

No.......... �3


8 Is the agency sensitive and responsive to the customs and traditions of yournationality and culture?

Yes.......... �1

Partly.......... �2

No.......... �3


9 Does the agency consider your needs as someone caring for a person withdementia or similar condition?

Yes.......... �1

Partly.......... �2

No.......... �3



4: General Client Information

Now we would like to know a little about you as a HACC client.

1 You are...........Male.......... �1

Female.......... �2

2 You are aged between........0-18 years.......... �1

19-24 years.......... �2

25-34 years.......... �3

35-44 years.......... �4

45-54 years.......... �5

55- 64 years.......... �6

65-74 years.......... �7

75-84 years.......... �8

85 and over.......... �9

3 The services you are receiving are primarily........to help you (yourself or as a couple).......... �1

to help you as a carer.......... �2

4 You are ........(Please feel free to tick more than one box)From a non-English speaking background.......... �1

An Aboriginal or Torres Strait Islander.......... �2

Pension recipient or low income.......... �3

Living in a rural or remote area.......... �4

Caring for someone with dementia.......... �5

None of the above.......... �6


5 If you have been answering this survey for someone else (who could notcomplete it themselves), please indicate your relationship to the person youhave answered for.

Family member.......... �1

Friend.......... �2

Spouse/partner.......... �3

Other (please specify).........................................................

If there is more information you would like to give us about any of the questions inthe survey, please use this space.

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Thank you for your time.

Service quality surveyfor Home and Community Carehome maintenance/modification services

Consumer Survey Instrument for HACC home maintenance/modification services – mail out survey

The following questions are about the home maintenance ormodification services and assistance you have been receivingfrom your local Home and Community Care (HACC) agency. Youranswers and comments will help government and serviceproviders to improve services provided through the HACCprogram.






Name of Agency



1 Does the agency properly consider your needs and preferences when theydecide how to help you with home maintenance or modification?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


2 Has the agency given you a choice in how the home maintenance ormodification services would be provided? For example, could you choose thetype of work or the time and day when these services would be carried out?



No choice.......... �3

Don’t know.......... �4

3 Did the agency give you enough information about what they would do foryour home before they did the work?

Yes.......... �1

Some information.......... �2


Don’t know.......... �4


4 Did the agency complete the work as they said they would and on time?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5

5 Do you think the agency gives you enough help with home maintenance ormodification?




Not at all.......... �4

Don’t know.......... �5





Don’t know.......... �4


Yes, enough notice..........�1

Some notice given..........�2

No, no notice given..........�3

Don’t know..........�4







Don’t know.......... �4





Yes.......... �1

Partly..........�2

No.......... �3

Don’t know..........�4


Yes.......... �1

Partly..........�2

No.......... �3

Don’t know..........�4



Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


Yes.......... �1

No.......... �2

Don’t know.......... �3



Yes.......... �1

No.......... �2

Don’t know.......... �3





Yes.......... �1

No.......... �2

Don’t know.......... �3





Some say.......... �2

No say.......... �3

Don’t know.......... �4








Don’t know.......... �4





Not at all.......... �4

Don’t know.......... �5

3 Would you say that the services provided by this agency were reliable?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5

4 Have you ever been concerned about your safety or security because of theactions of agency staff?




Don’t know.......... �4

If yes, what were your concerns?

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5 Is the agency sensitive and responsive to any financial limitations you mayhave?

Yes.......... �1

Partly.......... �2

No.......... �3




Yes.......... �1

Partly.......... �2

No.......... �3



Yes.......... �1

Partly.......... �2

No.......... �3



Yes.......... �1

Partly.......... �2

No.......... �3




1 You are...........Male.......... �1

Female.......... �2



19-24 years.......... �2

25-34 years.......... �3

35-44 years.......... �4

45-54 years.......... �5

55- 64 years.......... �6

65-74 years.......... �7

75-84 years.......... �8

85 and over.......... �9

3 The services you are receiving are primarily........to help you.......... �1










Friend.......... �2





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Consumer Survey Instrument for HACC meals services – mail out survey

Service quality surveyfor Home and Community Care meals services

The following questions are about the meals service you havebeen receiving from your local Home and Community Care (HACC)agency. Your answers and comments will help government andservice providers to improve services provided through the HACCprogram.






Name of Agency



1 Does the agency properly consider your needs and preferences when theydecide how to help you with meals?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


2 Has the agency given you a choice in the types of food you get?Yes, a lot of choice.......... �1


No choice.......... �3

Don’t know.......... �4

3 Has the agency given you a choice in the time of day for receiving meals?Yes, a lot of choice.......... �1


No choice.......... �3

Don’t know.......... �4


4 Has the agency given you enough information about the meals services theyprovide to you, including notice about what days meals would or would not bedelivered or information about meal delivery times?

Yes.......... �1



Don’t know.......... �4

5 Do you think the agency gives you enough help with meals?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5





Don’t know.......... �4





Don’t know..........�4







Don’t know.......... �4





Yes.......... �1

Partly..........�2

No.......... �3

Don’t know..........�4


Yes.......... �1

Partly..........�2

No.......... �3

Don’t know..........�4



Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


Yes.......... �1

No.......... �2

Don’t know..........�3



Yes.......... �1

No.......... �2

Don’t know.......... �3





Yes.......... �1

No.......... �2

Don’t know.......... �3





Some say.......... �2

No say.......... �3

Don’t know.......... �4








Don’t know.......... �4





Not at all.......... �4

Don’t know.......... �5

2 Would you say that the meal deliveries provided by this agency werereliable?




Not at all.......... �4

Don’t know.......... �5

3 Have you ever been concerned about your safety or security because of theway meals are provided?




Don’t know.......... �4

If yes, what were your concerns?

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Yes.......... �1

Partly.......... �2

No.......... �3




Yes.......... �1

Partly.......... �2

No.......... �3



Yes.......... �1

Partly.......... �2

No.......... �3



Yes.......... �1

Partly.......... �2

No.......... �3




1 You are...........Male.......... �1

Female.......... �2



19-24 years.......... �2

25-34 years.......... �3

35-44 years.......... �4

45-54 years.......... �5

55- 64 years.......... �6

65-74 years.......... �7

75-84 years.......... �8

85 and over.......... �9











Friend.......... �2





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Consumer Survey Instrument for HACC transport services – mail out survey

Service quality surveyfor Home and Community Care transport services

The following questions are about the transport services andassistance you have been receiving from your local Home andCommunity Care (HACC) agency. Your answers and commentswill help government and service providers to improve servicesprovided through the HACC program.






Name of Agency



1 Does the agency properly consider your needs and preferences when theydecide how to help you with transport?

Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


2 Has the agency given you a choice in the transport assistance you can have.For example, can you choose the day or time of service, or does the agencyoffer you a choice of outings or activities you could attend?



No choice.......... �3

Don’t know.......... �4

3 Does the agency give you clear information about the services they wouldprovide to you (for example, information about pick up and drop off times)?

Yes.......... �1



Don’t know.......... �4


4 Do you think the agency gives you enough help with transport?Yes, all of the time.......... �1



Not at all.......... �4

Don’t know.......... �5





Don’t know.......... �4





Don’t know..........�4






Don’t know.......... �4






Yes.......... �1

Partly..........�2

No.......... �3

Don’t know..........�4


Yes.......... �1

Partly..........�2

No.......... �3

Don’t know..........�4


Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


Yes.......... �1

Partly.......... �2

No.......... �3

Don’t know.......... �4


Yes.......... �1

No.......... �2


Don’t know.......... �3



Yes.......... �1

No.......... �2

Don’t know.......... �3




Yes.......... �1

No.......... �2

Don’t know.......... �3






Some say.......... �2

No say.......... �3

Don’t know.......... �4








Don’t know.......... �4




Not at all.......... �4

Don’t know.......... �5


3 Would you say that the transport services provided by this agency werereliable?




Not at all.......... �4

Don’t know.......... �5

4 Have you ever been concerned about your safety or security because of theway transport is provided?




Don’t know.......... �4

If no, what were your concerns?

...............................................................................................................................................

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Yes.......... �1

Partly.......... �2

No.......... �3



Yes.......... �1

Partly.......... �2

No.......... �3




Yes.......... �1

Partly.......... �2

No.......... �3



Yes.......... �1

Partly.......... �2

No.......... �3




1 You are...........Male.......... �1

Female.......... �2


19-24 years.......... �2

25-34 years.......... �3

35-44 years.......... �4

45-54 years.......... �5

55- 64 years.......... �6

65-74 years.......... �7

75-84 years.......... �8

85 and over.......... �9












Friend.......... �2




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Consumer Survey Instrument – Telephone Survey

Service quality surveyfor Home and Community Care services

Telephone interview schedule

Introduction

Interviewer asks for: title first name last name.”Hello, I'm <Interviewer identification>.As explained in the letter you received from ……………. we are evaluating theservices you receive from Home & Community Care to help agencies improvetheir services.Do you have a few minutes to help us with this?”Interviewer provides assurances about confidentiality of responses, thatparticipation is voluntary, and that interviewee may skip questions or terminatethe interview at any time.

Service useAre you answering this survey for someone else (who could not complete it forthemselves)?Response category: Yes

NoDon’t know

If you are answering this survey for someone else, please indicate yourrelationship to the person you will be answering for.Response category: Family member

FriendSpouse or partnerHome & Community Care service providerOther

Are you the person who receives services from Home & Community Care?Response category: Yes

NoDon’t know

Are the services being received primarily to help YOU or to help you as aCARER?Response category: To help you


To help you as a carerTo help bothOtherDon’t know

What SERVICES do you currently receive from the agency?Response category: Home Maintenance-Modification

TransportMealsSocial SupportHome Help-Personal CareCommunity NursingAllied HealthRespiteCase Coordination-Management-BrokerageOtherDon’t know

Provision of ServicesHome Maintenance (if applicable)

We will now be concentrating on the home maintenance you receive from<Agency name>

Does the agency properly consider your needs and preferences when theydecide how to help you with home maintenance or modification?Response category: Yes

PartlyNoDid not discuss preferences with agencyOtherDon’t know

Did the agency offer you a choice in how the home maintenance/modificationsservices would be provided? For example, could you choose the day or time ofday when these services were carried out?

Response category: Yes, a lot of choiceSome choiceNo choiceOtherDon’t know

Did the agency give you enough information about what work they would do at


your home before they did the work?'Response category: Yes

Some informationNo informationOtherDon’t know

Did the agency complete the work as they said they would, and on time?Response category: Yes

Most of the timeSome of the timeNoOtherDon’t know

Do you think the agency gives you enough help with home maintenance ormodification?Response category: Yes


Transport (if applicable)

We will now be concentrating on the transport you receive from <Agency name>

Does the agency properly consider your needs and preferences when theydecide how to help you with transport?Response category: Yes

PartlyNoDid not discuss needs with agencyOtherDon’t know

Has the agency offered you a choice in the transport you could receive fromthem. For example, can you choose the day or time of service, or does theagency offer you a choice of outings or activities you could attend?Response category: Yes, a lot of choice

Some choiceNo choiceOtherDon’t know


Has the agency provided clear information to you about the services they wouldprovide, including pick up and drop off times?Response category: Yes


Do you think the agency gives you enough help with transport?Response category: Yes

Most of the timeSome of the timeNoDon’t know

Would you say that the transport services provided by this agency were reliable?Response category: Yes, all of the time

Most of the timeSome of the timeNoDon’t know

Meals (if applicable)

We will now be concentrating on the meals you receive from <Agency name>

Does the agency properly consider your needs and preferences when theydecide how to help you with meals?Response category: Yes


Has the agency offered you a choice in the meals you could receive from them.For example, does the agency offer you a choice of the types of food provided?'Response category: Yes, a lot of choice


And can you choose the time of day for receiving meals?'


Response category: Yes, a lot of choiceSome choiceNo choiceOtherDon’t know

Has the agency given you enough information about the meals services theyprovide to you, including what days meals would or would not be delivered orinformation about meal delivery times?Response category: Yes


Would you say that the meal deliveries provided by this agency were reliable?Response category: Yes, all of the time


General (if applicable)

Does the agency properly consider your needs and preferences when theydecide how to help you?Response category: Yes


Has the agency offered you a choice in the service you can have? For example,can you choose the day or time of service, or make decisions about otheraspects of the service that you receive?Response category: Yes, a lot of choice


Does the agency give you clear information about what help they will give you(for example, about the type of service or when or how often you would get it)?Response category: Yes



Does the agency provide you with help they way they said they would provide it?Response category: Yes, all of the time


Do you think that the agency gives you the right type of help?Response category: Yes, all of the time


Do you think the agency gives you enough help?Response category: Yes, all of the time


All service types

Does the agency explain its decisions about the services it will provide topeople?Response category: Fully explains decisions

Partly explains decisionsDoes not explain decisionsOtherDon’t know

If the agency needs to make changes to your service do they give you enoughnotice?Response category: Yes, enough notice

Some noticeNo noticeOtherDoesn’t apply


Don’t know

If the agency needs to make changes to your services do they explain why thesechanges are necessary?Response category: Fully explains changes

Partly explains changesDoes not explain changesOtherDoesn’t applyDon’t know

Rights & Information

As someone who receives HACC services you have certain rights andresponsibilities (for example, your right to access personal information and yourright to confidentiality).

Are you satisfied that any details that the agency has about you, such as youraddress or other personal information, are kept confidential and will not be givento other people without your consent?Response category: Yes

PartlyNoDon’t know

If you were not happy about the service you received, would you feel confidentabout bringing it up with the agency?Response category: Yes


Do you feel confident that the agency will listen to any concerns you have?Response category: Yes


Do you feel confident that the agency will listen to any concerns you have, anddeal with them properly?Response category: Yes



An advocate is a person you can choose to represent your rights and negotiateon your behalf. This may be a friend, a family member or an advocacy service.

Did you receive any information from the agency about how you could obtain oruse an advocate or someone to help you?Response category: Yes

Previously had informationNoNot relevantOtherDon’t know

If you were to choose someone to speak to the agency for you (to act as youradvocate) when arranging services or sorting out problems, do you think theagency would accept this arrangement?Response category: Yes

NoDoesn’t applyDon’t know

Satisfaction with Services

Many HACC agencies invite their clients to participate in service management byhaving consumer representatives on a management committee or by regularlyasking consumers what they think of the service and its management.

Do you feel that you could have a say in the way the agency is run if you wantedto?'Response category: Yes, a lot of say

Some sayNo sayDon’t knowNot relevant

Are you satisfied with the way the agency manages its business, for example,how it handles accounts or manages staff?Response category: Yes, very satisfied

Somewhat satisfiedNot satisfiedDon’t know

Do people from this agency carry out their work competently?Response category: Yes, all of the time

Most of the timeSome of the time


NoOtherDon’t know

Would you say that the services provided by this agency were reliable?Response category: Yes, all of the time


Have you ever been concerned about your safety or security because of theactions of agency staff?Response category: No concerns

Minor concernsYes, serious concernsDon’t know

Can you tell me about this?

General Client Information

Now we would like to know some information about you.

(Are you Male or Female RECORD AUTOMATICALLY)Response category: Male

Female

Are you under or over 50 years old; (are you aged between...)Response category: 0-18

19-2425-3435-4445-5455-6465-7475-8485 and over

Are you from a non-English speaking background?Response category: Yes

No

Are you an Aboriginal or Torres Strait Islander?


Response category: YesNo

Is the agency sensitive and responsive to the customs and traditions of yournationality and culture?Response category: Yes

PartlyNoNot applicableDon’t know

Are you a pension recipient?Response category: Yes

No

Is the agency sensitive and responsive to any financial limitations you may have?Response category: Yes


Are you living in a rural or remote area?'Response category: Yes

No

Is the agency sensitive and responsive to any additional needs you may havebecause you live in a rural or remote area?Response category: Yes


Are you caring for someone with dementia?Response category: Yes

No

Does the agency consider your needs as someone caring for a person withdementia or similar condition?Response category: Yes



And finally, is there anything you would like to add on any of the issues we havetalked about?

Thank you very much for your time. Goodbye.

Consumer Survey Instrument – Focus Group Discussion Questions for consumers from non-English speaking backgrounds

Service quality surveyfor Home and Community Care servicesFocus group discussion questions for consumers of non-English speakingbackgroundsA: Help provided1. WHAT help do you get from the agency?2. Do they ask you about WHAT you (and your carer) NEED?3. Did you and the agency AGREE about WHAT SERVICE they would give,

WHEN?4. Does the agency EXPLAIN the DECISIONS they make about the services you

get?5. Do you have a CHOICE in how services are given to you?6. Is their help ENOUGH?7. Is the help WHAT THEY SAID it would be?8. Do they TALK TO YOU first if they need to CHANGE your services?

B: Rights and Information1. Is your information kept PRIVATE and CONFIDENTIAL? Do they tell other people

your business?2. IF YOU’RE NOT HAPPY with the help you get could you TALK ABOUT IT with

the agency?3. Would the agency LISTEN TO YOUR CONCERNS, and sort them out?4. Were you told that SOMEONE else could HELP YOU TALK with the agency?5. Did they tell you HOW to get someone else to help talk with them?6. Could you HAVE A SAY in the way the agency is run?

C: Satisfaction with Services1. Do you think the agency MANAGES its business properly?2. Do you trust the people from the agency to do a GOOD JOB?3. Have you ever been worried about your SAFETY when getting help?

If YES, what worried you?4. Is the agency sensitive and responsive to your background as a (name

appropriate cultural origin)?

D: General Client InformationAge SexCarer Country of originPension, low income

Consumer Survey Instrument – Focus Group Discussion Questions for consumers fromAboriginal specific services

Service quality surveyfor Home and Community Care servicesFocus group discussion questions for consumers of Aboriginal specificservicesA: Help provided1. WHAT HELP do you get from the agency?2. Do they ask you about WHAT you (and your carer) NEED?3. Do you have a CHOICE in how services are given to you?4. Is their help ENOUGH?5. Is the help you get WHAT you EXPECTED it should be?

B: Rights and Information1. Is your information kept PRIVATE and CONFIDENTIAL? Do they tell other people

your business?2. IF YOU’RE NOT HAPPY with the help you get could you TALK ABOUT IT with

the agency?3. Would the agency LISTEN TO YOUR CONCERNS, and sort them out?4. Were you told that SOMEONE else could HELP YOU TALK with the agency?5. Did they tell you HOW to get someone else to help talk with them?6. Does the agency invite you to have A SAY in planning and management?7. Does the agency TELL YOU WHAT’S GOING ON (for example, do they tell you

about meetings, activities or new services they are running)?

C: Satisfaction with Services1. Do you think the agency MANAGES its business properly?2. Do you trust the people from the agency to do a GOOD JOB?3. Have you ever been worried about your SAFETY when getting help?4. If YES, what worried you?5. Is the help and treatment you get FAIR?

D: General Client InformationAge SexCarer Pension, low income

hacc guide

Documents

appraisal of service

consumer survey instrument

service quality assessors

consumer feedback process

service appraisal process

haccnational service

assessment of hacc agencies

hacc clients