Why 5-Star Ratings Still Matter: Leveraging Likert Scales for Responsive Aged Care

From restaurants to movies, 5-star ratings have become the universal language of quality. When the Australian government launched its Aged Care Star Ratings system in December 2022, it aimed to bring this familiar metric to a sector desperately needing transparency after the Royal Commission exposed widespread failures.

But after a shaky start,  the Aged Care Star Rating system is again receiving criticism.   A HelloCare article argues that the system isn’t just flawed; it’s a betrayal of trust, misleading families while haemorrhaging millions on development, fixes, and glossy campaigns to mask its failures.  This raises the question, can a simple Likert scale be used for some something as complex as residential aged care?  Should we abandon the 5 star rating scale completely even for simple metrics – afterall we have all had a 2 star experience at a 5 star rated restaurant!

But at LoopSafe we’ve embraced the Likert scale in our visitor experience surveys precisely because of its simplicity and power:

Real-time alerts drive immediate action. When a family member submits a low rating during sign-out, our system instantly notifies staff—creating opportunities to address concerns before they escalate. This quick-response capability transforms passive feedback into active service recovery.

Celebration-worthy trends boost staff morale. Consistently positive ratings aren’t just numbers—they’re validation of care teams’ dedication. Acknowledging these achievements strengthens workplace culture and reinforces quality care practices.

Simple metrics serve as early warning signs. Like canaries in coal mines, declining star ratings signal potential issues before they become serious problems. This early detection is invaluable for maintaining high standards of care.

Convenient feedback encourages participation. By embedding a simple “How was your visit today?” question in the departure process, families can effortlessly share their experience—creating a continuous feedback loop that keeps resident experience at the heart of care delivery.

The 5-star rating isn’t perfect, but when used as one component of a comprehensive quality approach, it remains an essential tool for responsive aged care.

https://hellocare.com.au/aged-cares-star-ratings-a-costly-mirage-the-dohac-wont-admit-is-broken/