PureBalance Aged Care in South Australia implemented a new rostering system that optimises staff coverage based on resident-to-staff ratios. Operational efficiency improved and overtime costs reduced. However, resident satisfaction scores declined and families report their family members "see a different face every shift." Which people management concept MOST directly explains the satisfaction decline?

Question

Accepted Answer

Optimising for coverage ratios at the expense of consistent assignment has disrupted employee-resident relationships central to perceived service quality in aged care, demonstrating that efficiency metrics do not capture the full people dimension

Answer

The new rostering system has reduced total staff hours, lowering care quality despite maintaining compliance with minimum staffing ratios

Answer

The families of residents have not been informed about the rationale for the rostering change, generating concern independent of actual care quality

Answer

Staff assigned to unfamiliar residents take longer to complete tasks, reducing the efficiency gains the rostering system was designed to achieve

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PureBalance Aged Care in South Australia implemented a new rostering system that...

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