How U-Matter Works
A step-by-step guide to using the U-Matter platform.
For Reviewers
Step 1: Download the App
Get U-Matter from the App Store (iOS) or Google Play (Android).
Step 2: Register
Enter your email or phone number. We will send a one-time password (OTP) to verify your identity.
Step 3: Choose Your Role
Select whether you are:
- Staff: A worker at a nursing home (carer, nurse, activities, or other)
- Resident: Someone living in a nursing home
- Relative: Someone with a relative in a nursing home
This choice is permanent and cannot be changed.
Step 4: Select Your Facility
- Staff can review multiple facilities where they work
- Residents and relatives select one facility (permanently linked to their profile)
Step 5: Rate Your Experience
Answer the overall question and optional sub-questions using the 1-6 heart scale. Your honest feedback helps others make informed decisions.
Step 6: Geofence Verification
When you submit a rating, the app checks if you are at the facility. If you are outside the geofence, your rating is saved and will automatically upload when you next visit the facility.
For Relatives Searching for Care
Step 1: Search
Browse or search for nursing homes by name, suburb, or state.
Step 2: View Ratings
Each facility shows a heart icon:
- Green: Excellent experience
- Orange: Insufficient or mixed data
- Broken Red: Significant concerns identified
Step 3: Drill Down
Tap a facility to see domain-level ratings from staff, residents, and relatives.
Step 4: Make an Informed Decision
Use the ratings alongside other factors (location, services, cost) when choosing aged care.
The Rating Formula
Overall ratings are calculated using a weighted formula:
- Staff experience: 40%
- Resident experience: 35%
- Relative experience: 25%
- ACQSC star rating: 10% (when available)
Reviews older than 3 months receive reduced weight. Reviews older than 6 months are excluded.
Frequently Asked Questions
Is my review anonymous?
Yes. Your identity is never shared with facilities or the public.
Can I change my role?
No. Your role is locked after registration to prevent gaming the system.
How often can I review?
Once per facility per 24 hours.
What if I am outside the geofence?
Your review is saved locally and will upload automatically the next time you visit the facility.