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
- 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
Chief Executive Officers, Chief Operating Officers, Operations, Residential & Home Care Business Executives & people with responsibilities for:
Stream A: Quality
- Client Relations
- Customer Service
- Customer Experience
- Marketing & Brand
Stream B: Customer Experience
General: Chief Executive Officers, Chief Operating Officers, Operations, Residential & Home Care Business Executives
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
Aged Care Quality & Safety Commission
Janet is a career public servant who for the last 20 years has held a range of executive positions at Commonwealth, State and regional levels, working in the areas of health and aged care policy, strategy and planning.
After stints in the NSW Department of Health, the Commonwealth Department of Veterans’ Affairs and the Commonwealth Department of Health, Janet took up the position of Deputy CEO, and then acting CEO, of the Northern Territory Department of Health.
Immediately before her appointment as inaugural Commissioner of the Aged Care Quality and Safety Commission in January this year, Janet was Chief Co-ordinator with overall responsibility for leading the Northern Territory Government’s response to the Royal Commission into the Protection and Detention of Children in the Northern Territory.
In 2009, Janet was awarded a Public Service Medal for her contributions to health system policy.
Hans Erik Henriksen is CEO of Healthcare DENMARK. Healthcare DENMARK is a public private partnership organization, with a national mandate to promote Danish healthcare solutions and competencies abroad. The partnership is a framework for linking international partners with efficient Danish solutions and does not represent individual companies.
He has a solid healthcare background from different executive positions during the latest 20 years. He was CEO of the innovative Danish healthcare-IT company Cetrea, which during 2008-2012 was established as a leading provider of solutions to the Danish market and during the same period accessed markets in other Nordic countries, Germany, Netherlands and USA.
Before joining Cetrea, he was responsible for IBM Healthcare and Life Sciences in the Northern and Eastern part of Europe (the countries U.K., Ireland, South Africa, Germany, Austria, Switzerland, the Nordic Countries and Central and Eastern Europe).
Since 2008 he has also been engaged as board member in a number of different healthcare and healthcare-IT companies. During 2012 he was a member of the Danish Governments Growth team for Healthcare and welfare solutions.
Opal Aged Care
Rachel Argaman joined Opal as Chief Executive Officer in August 2018. Rachel is passionate about people and knows that organisational culture is fundamental to success. She believes that, “Companies don’t succeed, people do”. She is committed to investing in Opal’s 8,500 strong team, ensuring they can develop their skills, build long-term careers in aged care and continue to provide exceptional, compassionate care to residents as we ensure our customer experience is one of connection and whole of person well-being.
Rachel brings a wealth of experience, expertise and proven leadership skills in the hospitality and accommodation industry to Opal. Previously she was CEO at TFE Hotels for 11 years. Rachel holds a Bachelor of Arts (Hons) and MBA in Services Industries Management from the University of the Witwatersrand.
Content Jason is a Chartered Accountant and Executive Director with over 19 years’ experience as a CEO in the Aged Care industry. As the CEO of KinCare, he led the organisation through a period of growth from a small family owned organisation employing around 60 staff, to position it as the largest private sector entity in its industry. Jason and his team have managed the company’s success through substantial and consistent organic growth as well as a series of company transforming acquisitions. A focus on successful execution, change management, team leadership and customer service was central to this success.
CompliSpace specialises in governance, risk, compliance and policy management (GRC&P) solutions for organisations in highly-regulated industries-including residential aged care. We help you meet your obligations so you can focus on your core purpose –caring for consumers and supporting your staff.
With ongoing industry changes announced by the Regulator (ACQSC), eight Standards (Aged Care Quality Standards) to demonstrate compliance with,and a Royal Commission, the pressure is on to not only comply, but also to demonstrate and evidence compliance on a continuous basis and to prove staff understanding of their obligations and meeting of their responsibilities.
We have a proven track record of providing solutions that result in cultural change within organisations and we have extensive experience with helping organisations manage the outcomes of Royal Commissions. CompliSpace provides services across Residential Aged Care, the education, not for profit and corporate and financial services sectors. We have aged care specialists on staff.
Aged Care Essentials–Free Weekly Publication to Help You Keep Up
Our mission is to help Aged Care providers understand and meet your legal and regulatory requirements. Whether you are a client or not, we know we can help. That’s why we publish Aged Care Essentials(ACE).This weekly online publication focuses on helping Aged Care Providers understand HOW to meet the ever-changing and ever-increasing regulatory and compliance obligations. It’s free to subscribe: agedcareessentials.com.au
CompliCare–Your Answer to “How?”
How can you ensure anyone within your organisation can access the answers they (or assessors) need -fast? CompliCare helps you handle over 600 possible requests from assessors and manage the complexity of how the Standards interrelate.
There are two solutions:
- CompliCare –For providers who want a complete solution. Includes policies (kept up-to-date with changes in the law and best practice), training (to ensure staff understand what the Standards require) as well as a tool for capturing, interpreting and managing data and reporting. This complete solution simplifies the way you meet your obligations and facilitates cultural change.
- CompliCare Assurance –For providers who HAVE policies,but need a solution to capture, interpret and manage data and reporting. This system and content solution is especially effective for providers who have more than one facility and would like to see all data in one place
Both solutions include consulting services before, during and after implementation,as well as Help Desk support.
Learn more and watch a short video: www.complicare.com.au
MDFM provides facilities management, maintenance and building services to Aged Care facilities across Australia. Their mission is a compliant and efficient service environment where Residents, Staff and Visitors are safe, comfortable and productive. MDFM’s services include comprehensive planned and reactive maintenance and genuine 24/7 emergency support, as well as providing temporary maintenance officers. MDF Group possess extensive experience in asset register and CMMS implementation and management. Their Project Management and building services can cover transition refurbishments for single rooms through to large scale building upgrades and extensions. After 35 years in business, MDFM continues to deliver on client expectations through their specialised staff, impeccable safety record and accredited project control systems.
Is your aged care facility located in a rural or remote area? You may be eligible for Australian Government-funded support to help alleviate the pressure of finding a temporary replacement when your valuable healthcare team member goes on leave.
You will be given all the support needed to recruit, screen and place a highly experienced locum health professional that can hit the ground running from the moment they arrive.
Our unique program is subsidised by the Australian Government so that all you need to worry about is ensuring your community receives ongoing healthcare during your colleague’s absence. This means that there are no fees and your organisation only pays for the cost of hiring a locum for the duration of the leave period i.e. their wage, superannuation and any applicable taxes. We help to alleviate the pressure even further by arranging and paying for the temporary health professional’s travel and accommodation.
Interested in becoming a locum? For every rural and remote placement, you not only receive complimentary travel and accommodation, but you also receive an incentive allowance of $150 per working day and a $100 per day meals allowance.
For more information please visit www.rurallap.com.au or freecall 1800 Rural LAP (1800 18725 527).
As the world’s largest marketplace of training, GO1 is a new and better way to train your team.
Bringing you the world’s top content providers all under one roof, GO1 makes it easy to find and compare the best training options available and provides customers with a one-stop shop for all things training.
GO1 has all your compliance needs covered with aged care online training, including courses from recognised providers such as Aged Care Learning Solutions. Our marketplace features over 100,000 courses created by local and international experts. Customers include SEEK.com.au, Oxford University, National Australia Bank, and St John Ambulance.
GO1 – making learning easy with unlimited access to online training covering compliance, professional development and more. Thousands of courses, one simple solution.
Australian Nursing Migration Group
The Australian Nursing Migration Group has been established specifically to support employers in the Aged Care sector seeking qualified staff to join their teams.
Since 2007, we have been delivering skilled employment solutions by providing registered migration services. In the dynamic space of Australia’s Immigration law, we have continuously sought to identify solutions for employers faced with skills shortages in their field. We have since established a track record in providing reliable solutions for employers looking to recruit skilled employees from overseas.
The modus operandi of the Australian Nursing Migration Group marries recruitment screening and selection of strong candidates, skills assessment and AHPRA registration with work visa preparation, submission and representation. This avenue provides short term and long term staffing solutions for employers seeking doctors, registered nurses, care assistants, chefs, cooks and other hospitality staff.
Since our beginnings, we have always placed an emphasis on developing and maintaining long-standing relationships with clients. Our reliability stems from understanding and explaining the options available to employers looking to sponsor skilled workers. As importantly, we make clear and comprehensible the requirements that need to be met by both employers and prospective skilled employees.
We pride ourselves on timely communications and follow up. This ensures appropriate information and supporting material from employers and prospective employees is prepared before any official application is made.
We make a point of being easily accessible by phone, email or SMS to provide advice should a sponsor need to relay notable developments within their organisation, or if a candidate has any queries or significant developments of their own.
With a base in the Philippines, we can draw from a pool of highly skilled and conscientious candidates to help answer your skills shortage.
We invite prospective employers to learn more about how the Australian Nursing Migration Group can assist you with sourcing and sponsoring skilled workers from overseas. Find out more about the short term and long term solutions available to you by contacting the Australian Nursing Migration Group today.
Abbott is the global leader in point-of-care (POC) diagnostics with the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient’s bedside and at home. Abbott’s offering of industry-leading near patient tests and services is unmatched across key health and therapeutic areas, including: infectious disease, cardiometabolic & informatics, toxicology and consumer diagnostics. For more information visit www.abbott.com/poct.
The Moffat group designs, develops, manufactures and markets a comprehensive range of Foodservice, Bakery, and Meal Distribution, Healthcare equipment and products.
The Moffat Group head office is located in Melbourne Australia, with sales and service offices located in Sydney, Melbourne, Brisbane, Perth and Adelaide in Australia, our manufacturing plant located at Rolleston New Zealand and an office in Auckland, New Zealand as well as an office in the United States and United Kingdom.
Moffat has a well-developed global distribution strategy with the Moffat group exporting to over 50 countries globally. As a part of one of the world’s two largest groups in the industry – the Ali Group, Moffat is not just about the products we offer, we provide a wide range of added value services across the world to meet the changing competitive markets with our dedication to working with our clients and their needs. Offering a 24/7 emergency breakdown service, planned maintenance work and equipment installation. With a national warranty and technical support for all foodservice, bakery and healthcare equipment sold.
CFS Australasia is an Australian based company that has successfully implemented and supported Commercial Off the Shelf (COTS) solutions across the Australian Health and Aged Care landscape for more than fifteen years. We specialise in the provision of a range of Hardware and Cloud-based Business Improvement and Decision Support Tools that are tailored to meet the unique needs of clients operating in the Health, Aged Care, Community Services and NDIS Sectors throughout Australia and New Zealand.
From Real-time, Fully-Integrated Resident, Family and Staff Experience Measurement Programs that include Live Alerts, Case Management and Qualitative / Thematic Text Analysis to National Standards Compliant Auditing and Quality Measurement Tools to Physical / Virtual Visitor and Bespoke Operations Measurement / Improvement Solutions that leverage the Internet of Things, CFS truly does it all!
If you are looking to improve the way you Measure, Understand and Improve the way you Engage with and Support your Residents, Families, Carers and Staff, speak to us first. Look no further than our experience with more than 1500 Australian services and teams Nationwide to see the impact we can make – at a cost that will surprise you and a level of service that will astound.
For further information on CFS and how our suite of integrated systems and solutions can help, please pop by our stand while you are at the conference or visit us at www.cfs-australasia.com and https://servicesystems.com.au. We’ll be sharing some useful insights from our work in the Aged Care sector over the past decade at our stand and look forward to connecting soon.
MARS Recruitment – Our Journey
MARS Recruitment was founded in Perth in 2008 by Director and Owner Lorna Lewis who had a vision and passion for connecting top talent with the best roles in the market. Lorna’s desire to offer a unique level of service first saw MARS Recruitment’s expansion to Sydney by Owner and Director Marcus Wood, and in 2015 to Melbourne with offices led by Directors Rohan D’Silva and Dean Greaves. The team’s credibility and MARS’ reputation attracted some of the best recruitment talent in the market and ensured rapid growth for MARS locally and nationally.
Traditionally specialising in core head office recruitment functions, MARS Recruitment seized the opportunity in early 2017 to expand their offering into the rapidly growing healthcare market and once again, MARS was able to secure the best experienced recruitment talent nationally to take on the healthcare market.
Why Partner with Mars Healthcare?
Responding to client and candidate demand for national coverage, MARS Healthcare have established teams in Sydney and Perth and specialise in the permanent, temporary and contract recruitment of many professionals including nurses, midwives, doctors, allied health and social care professionals.
MARS Healthcare provides a consultative service to all forms of Healthcare and Social Care entities across Australia, from rural and remote services to metro areas, the team of specialists are available to assist private health facilities, public services and NGOs.
We understand that geographical locations, skill shortages, state government funding and varying population demographics are just some of the external factors that bring fresh challenges each year to the Australian health industry, therefore, whatever external factors our clients are facing, our experienced team can add value through their consultative approach, specialist knowledge and passion, and above all, ensure you have access to the best talent in the market every time you have a critical hire.
We have an active referral program in place and a large percentage of our successful placements derive referrals from other successfully placed candidates. Our candidate network is happy to refer people to our Consultants, confident they will experience professional service and access to exciting career opportunities.
MARS is at all times cognisant of the need for gender balance and inclusivity in a diverse workforce and we proactively engage with our clients to support their human capital strategies and diversity agenda and actively work to close imbalance gaps whilst ensuring only the best talent is represented without discrimination.
Get your compliance under control so you can focus on innovation and providing exceptional experience delivery.
Active Quality have developed an easy to use, cloud-based Continuous Quality Improvement program that helps Aged Care and Disability Services efficiently manage their accreditation activities and enhance quality management processes. This provides a platform for continuous improvement to help increase customer satisfaction and employee engagement while decreasing compliance risks.
Over 110 Care Services use their program to advance their compliance and service delivery. They utilise our twenty years of combined experience in quality management, consulting and systems to fully leverage our management platform and find and fix their compliance gaps.
Active Quality’s partnership with the Aged Care Quality Association, an industry group representing a wide range of Aged Care providers, allows them to work closely with their clients to rapidly respond to changes in compliance and accreditation requirements.
With Active Quality see your compliance and service delivery evolve, by gaining:
- Streamlined evidence-based auditing and benchmarking processes
- Systemised and integrated continuous improvement planning tools
- Realtime visibility across all compliance activities for multiple sites and services
- Compliance activities cross-refenced with the new standards
- Enhanced customer outcomes and reduced risks
- Evidence at hand for confidence during accreditation visits.
“When we first brought Active Quality in, we were getting audit results of 20-25%, but it wasn’t too long before we hit the 80-90% benchmark levels, which is where we wanted to be.” – Matt Kowald, General Manager at Barossa Village, South Australia
Not sure where to begin? Engage their industry experienced consultants to get started. They can help with initial setup and gap analysis, through to implementing quality improvements or providing help during an accreditation issue. Their mission is to give you the confidence to go beyond compliance and to use the implemented systems and processes to focus more on innovation.
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.”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
ACSA is the leading national peak body supporting not for profit church, charitable and for purpose providers of retirement living, community, home and residential care for more than 450,000 older Australians.
We are committed to being a strong and effective advocate with a persuasive national voice that leads the national aged care agenda. Our members are critical to the community and the people they serve.
Aged and Community Services Australia is at the forefront, representing and supporting members to achieve excellence in providing quality and affordable housing, home care and residential services to older Australians.