Wells Yvonne, Fetherstonhaugh Deirdre, Solly Kane Norman
Lincoln Centre for Research on Ageing, La Trobe University, Melbourne, Victoria, Australia.
Australian Centre for Evidence Based Aged Care, La Trobe University, Melbourne, Victoria, Australia.
Australas J Ageing. 2019 Dec;38(4):267-273. doi: 10.1111/ajag.12664. Epub 2019 Apr 23.
To develop and pilot a short interview tool to be implemented by the Australian Aged Care Quality Agency (AACQA) in residential aged care, to inform prospective consumers about the quality of care and services received-the consumer experience report (CER).
Twenty-four questions addressing the four Aged Care Quality Standards were piloted with 140 residents and 48 representatives (including 27 resident-representative pairs). A method for approximating random selection was also trialled. Fifty-two residents were interviewed twice, one week apart, and each question's usability was rated by 11 surveyors and two interpreters. Selection criteria for questions included consumer preference, test-retest reliability, resident-representative agreement, usability and low missing data.
Nineteen questions performed well on missing data, 16 on test-retest, 17 on resident-representative agreement and 12 on usability. Ten quantitative and two open-ended questions were selected.
The CER questions proved suitable to collect data systematically on consumer experience in residential aged care. AACQA (now the Aged Care Quality and Safety Commission) uses the CER interview to support their audit process, and aggregated results are published online.
开发并试行一种简短的访谈工具，供澳大利亚老年护理质量机构（AACQA）在老年护理机构中使用，以便向潜在消费者介绍他们所接受的护理和服务质量——即消费者体验报告（CER）。
针对四项老年护理质量标准设计的24个问题，在140名居民和48名代表（包括27对居民-代表组合）中进行了试行。还试验了一种近似随机选择的方法。52名居民接受了两次访谈，间隔一周，11名调查员和两名口译员对每个问题的可用性进行了评分。问题的选择标准包括消费者偏好、重测信度、居民-代表一致性、可用性和低缺失数据率。
19个问题在缺失数据率方面表现良好，16个在重测方面表现良好，17个在居民-代表一致性方面表现良好，12个在可用性方面表现良好。最终选取了10个定量问题和2个开放式问题。
事实证明，CER问题适合系统地收集老年护理机构中消费者体验的数据。AACQA（现为老年护理质量与安全委员会）使用CER访谈来支持其审计过程，并将汇总结果在线公布。
