Configurable Survey Platform for Multi-Site Aged Care Operations

The Challenge

A multi-state aged care group needed to replace ad-hoc satisfaction spreadsheets and disconnected feedback tools with a governed survey platform. Teams required support for Relatives Feedback Surveys, Consumer Pulse-style pulse checks, and staff engagement surveys—each with different audiences, sample sizes, and collection windows. Manual email follow-up, inconsistent proxy-completion workflows, and no linkage to quality indicator reporting created rework and limited visibility for quality managers across 40+ sites and 12,000+ users.

Our Approach

We engineered a configurable survey platform with flexible question models, audience segmentation, email distribution workflows, proxy completion, response-rate tracking, and progress dashboards. The engine supported lightweight Consumer Pulse surveys alongside fuller Relatives Feedback programmes. Collection results were structured for downstream linkage to the quality indicators module, with role-based access for facility teams, regional managers, and head-office quality staff.

Outcomes

• Deployed survey programmes across 40+ sites with centralised configuration and local execution
• Automated email distribution, reminders, and response-rate tracking for recurring satisfaction cycles
• Enabled Relatives Feedback and Consumer Pulse scenarios from a single configurable engine
• Linked survey results to quality indicator workflows for consolidated quality oversight

Related Solution

This engagement aligns with our Survey & Feedback capability—explore the module overview for a product-level view of what we can build.