Aims The aim of this study was to identify features of well‐performing residential aged care services (RACS) as experienced by family carers. Background Family carers can have an integral role in residential aged care providing social support and are well‐placed to engage with staff and monitor care. Design A qualitative descriptive design was used. Semi‐structured face‐to‐face and telephone interviews were conducted with family carers of current or past residents of Australian RACS between November 2018 and January 2019. Interview transcripts were analysed thematically. Results Rather than reporting features of well‐performing RACS, participants shared stories of sub‐standard care, dysfunctional management and poor resident–staff–family interactions. An overarching theme emerged of ‘having to be an advocate’ for residents’ needs, which covered four major categories: organisational accountability (including transparency and individualised care), good communication, connection and trust. Combined, these constitute what carers perceive are the necessary conditions for determining the features of a well‐performing RACS. Conclusion Family carers need to feel confident and trust RACS staff when they hand over the role of carer for their relative with dementia. Relevance to clinical practice This study provides insight into the needs and challenges of family carers when they relinquish the care of an older relative with dementia. Strategies to build confidence and trust between RACS and family carers are essential. Aged care nurses can play a pivotal role to support this through the development of open communication and relational connections with residents and their families.

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Objective 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). Methods 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. Results 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. Conclusions 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.

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