Voice of the Resident 

Giving residents and families a voice. Supporting provider excellence. Strengthening care. 

Why listening matters and why it matters now 

Aged care providers face greater scrutiny than ever before. With the strengthened Aged Care Quality Standards, the focus has shifted from compliance checklists to a culture of respect, dignity, and continuous improvement. 

The Aged Care Quality and Safety Commission makes it clear: 

“The provider must acknowledge and transparently manage all complaints and feedback and use complaints and feedback to contribute to the continuous improvement of aged care services.” 

Capturing resident and family feedback isn’t just a best practice — it is a regulatory expectation and a powerful driver of better care outcomes. 

Insync’s Voice of the Resident survey 

Our Voice of the Resident survey is an independent, trusted and Standards-aligned tool designed to help aged care providers listen and act on feedback with confidence. 

Key features 

• Alignment with the Aged Care Quality Standards: short and easy to understand questions mapped to requirements across dignity, care, environment, and feedback management 

• Resident and family perspectives: both voices captured, ensuring a fuller picture of lived experience 

• Independent and credible: external, trusted methodology encourages openness and builds confidence 

• Actionable insights: dashboards and reporting that inform governance and continuous improvement 

How surveys support the standards 

The ACQSC encourages resident engagement surveys as a practical way to monitor and improve care: 

“Regular surveys can capture feedback from older people about how satisfied they are with their care, their sense of independence, and whether the care is meeting their preferences. This feedback helps measure how effective care plans are and identify areas for continuous improvement.”
— Aged Care Quality and Safety Commission 

Surveys provide a consistent and structured way to: 

• Capture resident and family perspectives on dignity, independence, and care experience 

• Monitor progress over time and across sites 

• Feed actionable insights directly into governance and quality improvement cycles 

• Demonstrate compliance with Standards through transparent, credible processes 

The value for providers 

Implementing the Voice of the Resident survey helps you: 

• Meet regulatory expectations: demonstrate robust feedback mechanisms to the Aged Care Quality and Safety Commission 

• Strengthen governance: provide your governing body with clear, evidence-based insights 

• Build trust and transparency: show residents and families their voices are not only heard but acted upon 

• Drive continuous improvement: use evidence-based insights to focus resources on what matters most to those in your care 

• Reduce risk: resolve issues early, before they escalate into formal complaints 

• Empower staff: provide teams with clarity on where they’re excelling and where support is needed 

Why partner with Insync? 

Insync has over 20 years of experience helping organisations listen to and act on stakeholder feedback. We’ve worked with hundreds of providers across aged care, healthcare, and community services, combining deep sector knowledge with proven methodologies. Our expertise extends not only to survey delivery, but also to building cultures of listening, learning, and continuous improvement.