Consumer attraction & retention in the new aged care market
Conference Date
27th & 28th June 2017
Sydney Boulevard Hotel
Early Bird - Save $300
Book by 12/05/17


The February 2017 home care reform is the beginning of an unprecedented transformation of the aged care sector. Providers will need to learn how to function like a business to survive in the open market. What are the next steps for aged care providers?

Consumers are now in control and are able to take their packages to the provider with the best service. To remain financially viable and to grow, aged care providers will need to improve customer retention and acquisition capabilities. What can your organisation do to navigate the impacts of reform?

Attend & learn practical strategies to:

  • Examine the impacts of reform on core business for aged care
  • Understand the needs & motivations of new & existing consumers
  • Effectively price services to ensure quality care while accounting for costs to the business
  • Lead change management for internal stakeholders
  • Ensure staff are upskilled to provide end-to-end consumer experience
  • Use marketing & promotion to differentiate yourself in the deregulated market

Who will attend?

Senior management from home and community care providers with responsibilities for:

  • Marketing & Communications
  • Customer Service & Experience
  • Client Relations
  • Community Engagement
  • Strategy & Operations

The Implementing Increased Choice in Aged Care conference is the next in the Aged Care Roadmap series. This event series will bring together key sector leaders to assist providers in preparing for the impacts of the market based system and beyond.

We would love to hear which milestones you would like to see addressed in more detail across this event series. Contact Event Producer Katherine at

Attend to learn:

  • Lessons learnt from the February 2017 roll out

  • Develop a critical understanding of consumer needs

  • Change management strategies to engage internal stakeholders

  • Improve acquisition & retention of customers

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Key Speakers

Ian Yates AM
Chief Executive
Nicola Reynolds
General Manager, Customer Innovation & Marketing
Melissa Simpson
Chief Customer Officer
Greg Skelton
Chief Executive Officer


What People Are Saying

  • “Consumers and their carers will be looking for an aged care business that best understands their needs. Providers will need to adapt and innovate to meet this challenge and grasp the opportunities that go with it”

    The Hon Ken Wyatt AM, MP
    Minister for Aged Care


  • shutterstock_367740026
    Date: 3 Apr 2017  By: Vanessa Jones
    In a market where the customer has true choice, providers need to find – and call out – their competitive edge. This is more than just deciding a tag line or promotional calling. You need to find out what’s truly important to your customers. What is it that customers value – that you do better …

  • Dementia
    Date: 12 Mar 2017  By: Lisa Nguyen
    We are barely scratching the surface of dementia specific care. The growing mortality rates for dementia patients have only intensified the urgency to adopt better strategies in dementia care. One particular area of concern is that many dementia patients are likely to find themselves in potentially dangerous situations if they become disoriented and unable to …

  • shutterstock_240407473
    Date: 5 Mar 2017  By: Laura Dunlop
    While the Aged Care Roadmap has been widely welcomed, multiple strategies will now be needed to ensure the changes deliver an inclusive and sustainable system. What’s more, the pace of change needs to be stepped up to alleviate the reform fatigue that has set in for some providers. This is just some of the feedback …

  • shutterstock_238020544
    Date: 21 Feb 2017  By: Laura Dunlop
    Moving to a consumer-led market has had major impacts on aged care providers unwilling to change with the times. The million dollar questions are now being asked: How can we give the customer what they want, when they want, within the regulatory frameworks? And how do we simultaneously achieve sustainability as a competitive player in …

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