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Using a Virtual Store As a Research Tool to Investigate Consumer In-store Behavior
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How do clients in Australia experience Consumer Directed Care?

Liz Gill1, Sandra L Bradley2, Ian D Cameron3

  • 1John Walsh Centre for Rehabilitation Research, Sydney Medical School Northern, The University of Sydney, Sydney, NSW, Australia. liz.gill@sydney.edu.au.

BMC Geriatrics
|June 27, 2018
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Summary

Client experience with Australian Consumer Directed Care (CDC) was explored. Findings suggest CDC

Keywords:
AustraliaClientsCommunityConsumer directed careThematic

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Area of Science:

  • Gerontology
  • Health Services Research
  • Sociology of Health

Background:

  • Australian Consumer Directed Care (CDC) is an evolving funding model promoting consumer autonomy and choice in aged care.
  • It enables older adults to receive personalized support services, facilitating community aging.
  • CDC aims for consumers to self-determine service types, providers, timing, and delivery methods.

Purpose of the Study:

  • To explore the client experience of Australian Consumer Directed Care.
  • To identify factors influencing the effectiveness of CDC in meeting consumer needs.
  • To understand how clients engage with and utilize their personalized support services.

Main Methods:

  • Conducted semi-structured in-depth interviews with 14 participants receiving CDC services in two Australian states.
  • Explored participants' awareness of CDC, service utilization, satisfaction, and out-of-pocket expenses.
  • Employed thematic analysis on transcribed interview data.

Main Results:

  • Four themes emerged: limited client knowledge of CDC, passive acceptance of offered services, compliance issues, and external influences (prior experience, finances, culture).
  • Consumers often lacked understanding of CDC's potential and how to best utilize funding.
  • External factors significantly impacted how clients managed their allocated support.

Conclusions:

  • The anticipated benefits of CDC were constrained by client knowledge, funding utilization understanding, and service acceptance.
  • Effective implementation requires ongoing client engagement to ensure services are personalized, relevant, and effective.
  • Addressing client knowledge gaps and external influences is crucial for successful consumer-directed care outcomes.