Beyond Performance Indicators: A Case Study in Aged Care (Contributed Article‪)‬

Abstract Benchmarking both absenteeism and labour turnover rates focuses on centrally driven performance measures emerging in aged care organisations in the health sector. This case study suggests that there is a need for performance indicators to take broader account of the essential characteristics of care work and the impact on employees of the changing focus of aged care work. Study participants express concerns about their working conditions and the impact that these have on their well being. They are also concerned about the interests of another group, the residents in aged care facilities, and the quality of care for those residents.