Media Statement Response

In response to the media story by The Telegraph today Columbia would like to address the misreporting of facts about residents satisfaction. 

Columbia takes the care of residents very seriously, including the provision of high quality food.

The Telegraph reported that only 30% of residents liked the food, which is a statistic that was taken from the last resident experience report, done nearly 12 months ago and by an independent third party funded by the Commonwealth. Only those residents who are deemed fully cognisant are able to complete the survey which means only a small number of residents responded. This survey is done once a year and is in fact due to be done again in May 2024. 

The My Aged Care website lists the fact that Columbia spends more on food than the industry average ($14.33 per resident per day versus $12.99), but does not reflect the current thoughts and views of residents. Columbia undertakes quarterly surveys to better track resident satisfaction and can report a marked improvement since the last survey.

We acknowledge resident satisfaction was not high in May 2023, however the results were that 20% did not like the food, 47% neither liked or disliked the food and 30% liked the food. A very different narrative when unpacked, something the media should know how to do.

Columbia is continuously exploring and implementing ways to meet and exceed resident satisfaction, including the role out of IT packages for resident experience, VR technology to support residents experience, upgrades to facilities and indeed improvements to meals. All meals are cooked fresh on site, unlike some other providers and we take pride in these improvements supported by residents feedback.