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

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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

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.

    Attend to learn:

    • 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