5th
Including Customer Experience in Aged Care stream
Conference Date
18th & 19th March 2020
Location
Doltone House Darling Island Wharf, Sydney
Early Bird - Save $300
Book by 31/01/20
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Agenda

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Day 1 - Wednesday 18th March, 2020

8:00
Registration, coffee & networking
8:30
Opening remarks from the Chair
PLENARY
8:40
MINISTERIAL ADDRESS: Towards a stronger future for aged care in Australia
Invited: Senator the Hon. Richard Colbeck
Minister for Aged Care & Senior Australians
9:00
Strengthening quality & prioritising customer experience through the standards
Janet Anderson
Commissioner
Aged Care Quality & Safety Commission
9:40
Delivering quality for aged care consumers
  • Going beyond compliance to understand what quality means to consumers
  • Prioritising choice and dignity to ensure quality care and quality of life
  • Reflecting on the Royal Commission thus far and building a stronger, consumer focused future
Ian Yates AM
Chief Executive
COTA Australia
10:20
EXECUTIVE PANEL DISCUSSION: Exploring key priorities for aged care providers over the next 12 months
  • Renewing a focus on the consumer for better quality care & quality of life
  • Moving away from traditional approaches to enable person-centred care and improved customer experience
  • Leading proactively in the midst of media attention, ongoing reform and the Royal Commission
Catherine Daley
Chief Executive Officer
IntegratedLiving
Jason Howie
Chief Executive Officer
KinCare
Glen Hurley
Chief Operating Officer
Allity
Rosy Walia
Chief Executive Officer
Multicultural Care
11:00
Morning tea & networking
STREAM A: Quality in Aged Care
STRENGTHENING CLINICAL GOVERNANCE & EFFECTIVELY MANAGING RISK FOR HIGH QUALITY, CONSUMER-DRIVEN CARE
11:30
Learnings from the health sector: Exploring clinical governance as an essential foundation for high quality care
  • Sharing learnings from across the health sector
  • Developing frameworks for clinical governance and risk management
  • Strategising to enable personalised care that balances choice and risk
Dr Tony Bartone
President
Australian Medical Association
12:10
INNOVATION SPOTLIGHT: Exploring intergenerational approaches to enhance care & wellbeing
  • Demonstrating the value and impact of intergenerational care
  • Integrating aged care with the community through partnerships and collaboration
  • Addressing practical challenges and enabling sustainable approaches to innovation
Fiona May
Chief Executive Officer
Playgroup Australia
12:50
Presentation by MedeHealth

Senior Representative
MedeHealth
1:20
Networking lunch
2:20
INTERACTIVE ROUNDTABLE DISCUSSIONS
  • A: Ensuring quality care and quality of life for diverse consumers including LGBTI consumers
  • B: Measuring and benchmarking to ensure quality and
    continuous improvement
  • C: Addressing the challenge and importance of balancing
    choice and risk
  • D: Developing organisational processes to meet the standards
Samantha Edmonds
Managing Director
Ageing with Pride
3:40
Afternoon tea & networking
ADDRESSING THE CHALLENGES OF EMERGING ISSUES IN AGED CARE
4:10
PANEL DISCUSSION: Unpacking the ethics & interest in using CCTV
  • Exploring the arguments for and against
  • Understanding if and how CCTV could support better quality care
  • Developing an appropriate organisational standpoint
Craig Gear
Chief Executive Officer
OPAN
Cassie Mason
Director, Office of Ageing Well
SA Health
Carolanne Barkla
Chief Executive Officer
Aged Rights Advocacy Service
4:50
PANEL DISCUSSION: Addressing physical & chemical restraint in aged care
  • Understanding the impacts of restraint on quality care
  • Exploring alternatives and best practice approaches
Elaine Pearson
Australia Director
Human Rights Watch
Lisa Clinnick
Director Aged Care Services
Ballarat Health Service
Dr Juanita Breen
University of Tasmania
STREAM B: CUSTOMER EXPERIENCE IN AGED CARE
UNDERSTANDING CUSTOMER NEEDS & BUILDING TRUST THROUGH TRANSPARENCY
11:30
Knowing your customer & transforming your service to align with their needs
  • Listening to the customer and their family to genuinely understand their interests and expectations
  • Translating insights and learnings from customer feedback into improvement
  • Leading your organisation to ensure a strong customer focus
Rachel Argaman
Chief Executive Officer
Opal Aged Care
12:10
OUT OF SECTOR SPOTLIGHT: Building trust in your brand from the inside out
  • People power – strengthening your brand by better understanding the power and impact of your employees
  • Leading with purpose – how a clear ‘why’ continues to enhance both employee and customer experience at HESTA
  • Bringing it all together – the role organisational structure can play in driving brand experience and trust
Anita Fox
General Manager Brand & Acquisition
HESTA
12:50
Trends & developments in customer experience
1:20
Networking lunch
2:20
INTERACTIVE ROUNDTABLE DISCUSSIONS
  • A: Strengthening customer strategy through metrics and insights
  • B: Growing a customer focused culture in your organisation
  • C: Exploring the changing demographics and evolving expectations of aged care customers
  • D: Best practice approaches to customer feedback and engagement
Tanya Reardon
Senior Manager Marketing & Communications
BlueCross
MAPPING THE CUSTOMER JOURNEY & USING METRICS TO SUPPORT BETTER RELATIONSHIPS WITH CUSTOMERS
3:40
Afternoon tea & networking
4:10
Mapping, reviewing & continually improving customer experience in your organisation
  • Understanding the differences between customer service, customer experience, customer centricity and engagement
  • Redesigning and streamlining the customer journey from the first point of contact
  • Taking a proactive rather than reactive approach and creating brand advocates
Mark Ogden
Director Strategic Partnerships
DPS Publishing
4:50
Leveraging data insights to transform customer experience
  • Exploring what tools and processes can be implemented to better understand customers and strengthen customer relations
  • Understanding the potential of data to inform strategy
  • Empowering consumers by bringing the customer voice to the heart of the organisation
Nathan Betteridge
Co-Founder & Director
Five Good Friends
5:30
Closing remarks from the Chair & close of Day One
5:40
Networking drinks

Day 2 - Thursday 19th March, 2020

8:00
Registration, coffee & networking
8:30
Opening remarks from the Chair
PLENARY
8:40
INTERNATIONAL KEYNOTE: Lessons, innovation & best practice for dignified elderly care
  • Exploring case studies and opportunities from Denmark’s national efforts in innovation
  • Collaborating to improve quality through ‘Welfare Innovation’
  • Meeting higher expectations through personalised solutions
Hans Erik Henriksen
Chief Executive Officer
Healthcare DENMARK
9:30
Enabling best practice in the context of reform & the Royal Commission
  • Understanding the progress and implications of the Royal Commission
  • Supporting your organisation to respond effectively and engage with consumers to ensure quality
Pat Sparrow
Chief Executive Officer
Aged & Community Services Australia (ACSA)
10:10
Presentation by Touchstone Life Care

Senior Representative
Touchstone Life Care
10:40
Morning tea & networking
STREAM A: Quality in Aged Care
MEASURING QUALITY, MEETING THE STANDARDS & INNOVATING FOR CONTINUOUS, SUSTAINABLE IMPROVEMENT
11:10
Prioritising quality for your consumers and going beyond compliance
  • Transforming your organisation to focus on consumers, in line with the new standards
  • Supporting your workforce to go beyond compliance and tracking the success of risk management strategies
  • Building an evidence based approach to quality improvement informed by consumer interests and experience
Glen Hurley
Chief Operating Officer
Allity
11:50
Measuring quality & using data to enhance quality
  • Introducing quality indicators and identifying tools to gather and make sense of data
  • Strategising to measure quality and monitor trends over time
Susan Blackbourn
Director of Quality & Safety Aged Care
Mercy Health
12:30
Presentation by MDFM Group

Senior Representative
MDFM Group
1:00
Networking lunch
2:00
PROVIDER PANEL DISCUSSION: Innovating for sustainable improvements in quality outcomes
  • Embracing innovation to enable tailored care
  • Balancing upfront costs with long term benefits of investing in
    technology
  • Supporting a shift from consumers as passive recipients of
    care to active drivers of personalised, holistic care
  • Addressing best practice in dementia and complex care
Wendy Bowker
General Manager Clinical Governance
RSL Lifecare
Jay Jayashankar
General Manager Quality
Goodwin
3:00
Afternoon tea & networking
ENHANCING QUALITY OF LIFE WITH HOLISTIC APPROACHES TO CONSUMER WELLBEING
3:30
CASE STUDY: Whiddon’s approach to delivering quality, person-centred care
  • Integrating the ASCOT tool and pioneering best practice
  • Empowering consumers through wellbeing care planning and
    relationship based care
  • Aligning customer experience, quality care and quality of life
Karn Nelson
Executive General Manager Strategy & Innovation
Whiddon Group
4:10
Improving food & nutrition in aged care
  • Reimagining how food and nutrition is served in aged care
  • Practical tips and better practice to improving quality through better food and nutrition
Dr Cherie Hugo
Founder & Director
The Lantern Project
STREAM B: Customer Experience in Aged Care
DEVELOPING A CUSTOMER CENTRIC CULTURE IN YOUR ORGANISATION
11:10
Integrating customer centricity in organisational culture
  • Being in the business of caring: establishing a genuine appreciation for customer experience across your organisation
  • Identifying workforce champions to transform and lead a customer centric culture
  • Working with purpose and driving positive change from the
    executive to the frontline
Justin Primus
Customer Engagement Consultant
Churches of Christ in Queensland
11:50
WORKFORCE SPOTLIGHT: Growing a values based, customer centric workforce
  • Exploring the relationship between customer experience and employee experience
  • Building an accountability and customer service culture
  • Recruiting, training and supporting staff to deliver better customer experience in every interaction
Kevin McCoy
Chief Executive Officer - Independent & Assisted Living
Australian Unity
12:30
Identifying tools to support your customer strategy
1:00
Networking lunch
2:00
OUT OF SECTOR PANEL DISCUSSION: Learning from customer experience leaders across Australia
  • Exploring best practice in customer experience
  • Developing a customer centric culture
  • Strengthening your customer strategy through data, measurement and insights
  • Delivering exceptional customer experience consistently and sustainably
  • Differentiating your brand and creating brand advocates
Scott Howard
Former General Manager Customer Design
QBE Insurance
Robyn James
National Manager Customer Experience & Strategy
Origin Energy
3:00
Afternoon tea & networking
ENGAGING WITH CONSUMERS THROUGH CO-DESIGN TO PROMOTE & IMPROVE CARE IN AN INCREASINGLY COMMERICIAL MARKET
3:30
CASE STUDY: Reimagining & strengthening the future of aged care through co-design
  • Transforming the way we operate and fostering collaboration to support both quality and sustainability
  • Translating insights into improvement
  • Operating successfully in an increasingly competitive market
Catherine Daley
Chief Executive Officer
IntegratedLiving
4:10
Using co-design to develop & deliver personalised services
  • Enhancing the effectiveness of consumer reference groups
  • Implementing and acting on learnings
  • Campaigning for and investing in better customer experience
Wendy Zernike
Executive General Manager Care Innovation & Quality
Bolton Clarke
4:50
Closing remarks from the Chair & close of Day One
Workshop D: How to nurture a customer centric culture across your organisation
Thursday 19th March 2020, 5:15pm – 8:15pm

Achieving quality outcomes and a positive customer experience starts with your internal stakeholders and organisational culture. With staff as your front line brand advocates, it is essential to understand your
employee experience and engage staff across your organisation to drive quality by living out customer centric organisational values.

Attend this practical workshop to unpack and map the employee journey and assess your current levels of customer centricity. Learn from best practice case studies and identify real strategies to support a strong
culture of customer centricity.

What will you take away?

  • Tools to measure and evaluate how internal stakeholders engage with your organisation and identify areas for improvement
  • Tips to bring staff with you on a journey and communicate organisational values
  • Strategies to grow a culture committed to customer centricity

* Refreshments & dinner provided

Jodie McAloney
Director People & Culture
Churches of Christ in Queensland
Justin Primus
Customer Engagement Consultant
Churches of Christ in Queensland
Register Now
Workshop A: How to drive improvement through innovation
Tuesday 17th March 2020, 9:00am – 12:00pm

As the aged care sector evolves, there is a vital need for proactive innovation to transform traditional models of care and develop new approaches that prioritise better customer experience. Genuinely empowering consumer dignity and choice requires significant organisational change with tailored approaches, and can also support greater sustainability in an increasingly commercial market.

This workshop invites you to overcome the practical challenges of driving innovation in your organisation, with strategies to grow a culture of innovation that will enhance quality and the customer experience.

What will you take away?

  • Ideas to drive a creative, proactive response to key quality issues
  • Strategies to support and inspire your organisation to refocus on the consumer and innovate for improvement
  • An innovation framework to work through and tailored advice on your current challenges and projects

* Refreshments provided

Deanna Sacco
Head of Group Innovation
IRT
Register Now
Workshop B: How to strengthen clinical governance & support personcentred approaches
Tuesday 17th March 2020, 1:00pm – 4:00pm

Ensuring quality is a non-negotiable priority, and essential to this is establishing systems and processes for good clinical governance. With the introduction of the new standards and renewed focus on the consumer, it
is equally important to support clinical governance and risk management strategies with a culture of improvement and person-centred approaches.

This practical workshop is a chance to discuss, strategise and takeaway actionable insights that will enable you to review your clinical governance frameworks, effectively balance choice and risk, and transform your
organisation through a renewed consumer focus.

What will you take away?

  • Principles and processes necessary for good clinical governance
  • Strategies to engage your team with a whole of organisational approach that promotes continuous improvement
  • Examples of risk management and person-centred approaches with practical learnings you can apply in your organisation

* Refreshments provided

Wendy Bowker
General Manager Clinical Governance
RSL Lifecare
Register Now
Workshop C: How to measure quality & leverage data to go beyond compliance
Tuesday 17th March 2020, 5:00pm – 8:00pm

With immense pressure to demonstrate quality, determining the effectiveness of your processes and benchmarking performance has never been more important. While this in itself can be challenging, it’s far more than a tick box exercise in compliance, and best practice goes a step further in leveraging metrics, data and insights to enable targeted and effective quality improvement.

Attend this interactive workshop and build your capacity to capture the right data, analyse it accurately to identify trends and translate your learnings into better quality outcomes for your consumers.

What will you take away?

  • Metrics, tools and indicators that can be used to effectively measure quality
  • Insights on how to make sense of data and draw out key actions to ensure compliance and continuous improvement
  • Methods to benchmark performance and develop a targeted strategy to achieve improved quality care and quality of life for your consumers

* Refreshments provided

Kellie Whelan
Chief Operating Officer
RSL Care SA
Register Now
Workshop D: How to nurture a customer centric culture across your organisation
Thursday 19th March 2020, 5:15pm – 8:15pm

Achieving quality outcomes and a positive customer experience starts with your internal stakeholders and organisational culture. With staff as your front line brand advocates, it is essential to understand your
employee experience and engage staff across your organisation to drive quality by living out customer centric organisational values.

Attend this practical workshop to unpack and map the employee journey and assess your current levels of customer centricity. Learn from best practice case studies and identify real strategies to support a strong
culture of customer centricity.

What will you take away?

  • Tools to measure and evaluate how internal stakeholders engage with your organisation and identify areas for improvement
  • Tips to bring staff with you on a journey and communicate organisational values
  • Strategies to grow a culture committed to customer centricity

* Refreshments & dinner provided

Jodie McAloney
Director People & Culture
Churches of Christ in Queensland
Justin Primus
Customer Engagement Consultant
Churches of Christ in Queensland
Register Now
Workshop E: How to map & understand the customer journey
Friday 20th March 2020, 9:00am – 12:00pm

Understanding customer experience is imperative, especially in an increasingly commercial marketplace, but it can be difficult to understand evolving expectations of consumers and their families. Customer journey
mapping is a key method of learning how consumers engage with your brand, services and organisation, offering insights and enabling you to better deliver a positive, personalised experience.

Attend this practical workshop to learn how to map the customer journey, and gain insights to leverage for a more effective customer strategy that differentiates your brand through exceptional customer experience.

What will you take away?

  • Tools to map and make sense of the customer journey, with advice to build internal capacity for ongoing improvement
  • Skills to translate insights from journey mapping into process and practice improvement
  • Frameworks to measure and tailor customer engagement at various touchpoints

* Refreshments provided

Olivia Groth
Digital Marketing Manager
IntegratedLiving
Vanessa Jones
National Marketing & Business Development Manager
IntegratedLiving
Register Now
Workshop F: How to respond to feedback & build a positive brand
Friday 20th March 2020, 1:00pm – 4:00pm

Customer feedback, whether positive or negative, offers valuable insights into the expectations and experiences of those in your care and also shapes how your brand is perceived by customers and the broader community. In light of this, it is critical to have appropriate systems and processes for collecting, managing and responding to feedback, while also integrating customer feedback in proactive brand building strategies that will sustainably strengthen your brand position over time.

This interactive workshop is a unique opportunity to learn what best practice looks like in customer feedback management. You’re invited to discuss practical strategies to engage with feedback, translate data into improvement and grow brand advocates.

What will you take away?

  • Practical insights to review and strengthen your organisation’s customer feedback processes
  • Advice to integrate and consolidate feedback from multiple channels, including customer surveys and social media
  • Skills to translate feedback into improvement strategies and leverage positive feedback to support your brand

* Refreshments provided

Tanya Reardon
Senior Manager Marketing & Communications
BlueCross
Register Now
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Key Speakers

Janet Anderson
Commissioner
Aged Care Quality & Safety Commission
Hans Erik Henriksen
Chief Executive Officer
Healthcare DENMARK
Rachel Argaman
Chief Executive Officer
Opal Aged Care
Jason Howie
Chief Executive Officer
KinCare