Including Customer Experience in Aged Care stream
Conference Date
18th & 19th March 2020
Doltone House Darling Island Wharf, Sydney
Early Bird - Save $100
Book by 06/03/20


High quality service delivery goes hand in hand with customer experience
In partnership with:

Building on the success of our previous Quality in Aged Care & Customer Experience in Aged Care conferences, for the first time ever, COTA, ACSA & Criterion are connecting these two essential priorities in one streamed event. Bring your team along to the 5th Quality in Aged Care conference to gain value from both streams, with in depth discussion, insights and practical strategies for your organisation.

After a year of public scrutiny and negative publicity, and with the Royal Commission Final Report on the horizon, this is your chance to join with industry leaders and experts and unpack key issues with a vision for person-centred, best practice approaches.

What you will gain by attending
Stream A: Quality
  • Hear insights directly from industry leaders who are shaping the future of the aged care sector
  • Learn what person-centred care looks like in practice with a case study from the Whiddon Group
  • Understand how best to address emerging issues such as restraint & the use of CCTV
  • Explore opportunities for innovation & best practice through intergenerational care & improved mealtime experience
Stream B: Customer Experience
  • Explore best practice in customer experience from out of sector leaders
  • Take away strategies & ideas for how data and measurement tools can be used to enhance the customer experience, with insights from Five Good Friends
  • Understand how to map the customer journey for clear customer insights
  • Learn how a strong customer focus can enhance your brand & position in an increasingly competitive marketplace
Who will attend?
Chief Executive Officers, Chief Operating Officers, Operations, Residential & Home Care Business Executives & people with responsibilities for:
Stream A: Quality
  • Quality
  • Care
  • Compliance
  • Risk
  • Clinical

    • Stream B: Customer Experience
    • Client Relations
    • Customer Service
    • Customer Experience
    • Marketing & Brand

    • General: Chief Executive Officers, Chief Operating Officers, Operations, Residential & Home Care Business Executives
    Executive Advisory Panel
    Our aged care events are part of a series of executive conferences and workshops developed in partnership with COTA Australia and Aged & Community Services Australia (ACSA). This partnership brings together leadership from across the aged care sector to provide essential insights on reform and change to come.

    What’s new in 2020

    • Two conferences in one - move between our Quality and Customer Experience streams to cover topics most relevant to you
    • Insights from out of sector leaders to help you achieve excellence in customer centric service delivery
    • An international keynote from Denmark sharing case studies & ideas for quality innovation
    • Key priorities for the sector in 2020 with updates from government, peak bodies, industry leaders & experts
    Show more details

    Key Speakers

    Janet Anderson
    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


    What People Are Saying

    • “Criterion Conferences are one of the best I have ever experienced, I have gained invaluable insights from professional and interesting speakers.
      I have had many takeaways that will be very beneficial to my organisation. I would highly recommend Criterion’s conferences.”

      Karen Slater
      Bundaleer Care Services, Quality in Aged Care Conference August 2019 attendee


    • Date: 19 Jan 2020  By: Criterion Content Team

      Reducing the use of medication as a chemical restraint has been outlined as one of the key priorities of the Royal Commission’s Interim Report. In an effort to counteract the over-reliance on chemical restraint in aged care, stronger safeguards and restrictions will be established from 1 January 2020. There many simple alternatives to the use …

    • Date: 23 Oct 2019  By: Criterion Content Team

      After a year of speculation and waiting, the interim report of the Royal Commission into Aged Care Quality and Safety due next week will offer the sector’s first insights into the findings and proposed changes.  “The evidence shows that the problems are not restricted to any one part of the aged care sector, whether it …

    • Date: 20 Mar 2019  By: Ash Natesh

      Boards governing aged care providers are increasingly under scrutiny during this period of immense change for the aged care sector. With the Royal Commission underway, providers are being called at short notice to provide evidence and account for the quality and safety of their service delivery. At the same time, the new Aged Care Safety …

    • Date: 10 Jan 2019  By: Ash Natesh

          As revolutionary aged care technologies are being trialed and implemented across the nation, innovation and research is once again high on the agenda for many Aged Care Providers across Australia. So let’s delve into what 2018 had on its agenda? Virtual reality driving simulators to test whether seniors can keep their licenses, apps …

    Endorsers & Media Partners