27 - 28 March, 2019 |
ICC, Sydney, NSW

Aged Care Day Two: 28 March, 2019

8:00 am - 9:00 am Registration and Networking

9:00 am - 9:10 am Opening Remarks from the Chair

Ross Peden - CEO, Christadelphian Aged Care

Ross Peden

Christadelphian Aged Care

9:10 am - 9:40 am Operational Efficiency: Addressing the Elephant in the Room – Will Regulatory Reform Significantly Drive Quality Improvement?

While Australia’s aged care quality regulatory framework aligns well with best practice regulatory principles and the models we see overseas, we must ask ourselves whether a market driven aged care sector coupled with regulatory reform will drive improved outcomes for consumers. Learn about:

  • What drives quality improvement – Is it regulation, culture, publishing performance measures or ‘tripadvisor’?
  • Areas that are working well within the regulatory system and where improvements can be made
  • Whether CDC funding will drive improvement in residential care
  • What we can learn from other countries that host a deregulated consumer-orientated system

9:40 am - 10:10 am Spotlight Interview: Building and Supporting the Workforce in Dementia Sector

Dr David Sykes - Director, Dementia Australia
To improve of quality of care, we need to raise the bar around dementia education. But this can only be achieved by having the right leadership to drive a culture which has as part of its focus ongoing coaching and mentoring of staff. Learn how the Centre for Dementia Learning at Dementia Australia is working with providers to be responsive to the needs of customers living with dementia by:

  • Getting the “people piece” right, which will in turn improve retention rates, reduce expenditure of recruitment and onboarding in a market where there is a
  • shrinking supply of good workers
  • Addressing issues around career pathways for the sector and create solid pathways for people to become dementia specialists 
  • Identifying passionate workers to act as role models, mentors and change champions for improved practice and increased capacity

Dr David Sykes

Dementia Australia

10:10 am - 10:50 am Case Study: TBD

10:50 am - 11:20 am Networking Morning Tea

11:20 am - 11:50 am Differentiation: Customers Should Be At the Centre of Your Rebrand Strategy

Wendy Waddell - Group Executive - Care & Commercial, Japara
Japara is conducting a review of their rebrand strategy to enhance the whole process of end to end customer engagement, which should start before they arrive and continue after they pass on. Learn why it’s important to:

  • Bring all stakeholders along the journey to give them a sense of ownership and contribution to the end to end customer experience and help you to identify different market needs and understand how to meet them
  • Keep the brand simple, consistent and understandable to all stakeholders because the brand should be a “lived” experience that engages staff and customers at every touch point
  • Keep an open mind when you undergo a rebrand, to be brave and self-critical, be ready for change and have the evidence to support your vision and approach

Wendy Waddell

Group Executive - Care & Commercial

11:50 am - 12:20 pm Operational Efficiency: Digitally Transform Your Aged Care Business in a Cost Effective Manner

12:20 pm - 1:20 pm Networking Lunch

1:20 pm - 1:50 pm Infection Prevention and Control in Residential and Aged Care Settings – The Current State of Play in Australia

Professor Ramon Z Shaban - Clinical Chair Infection Prevention and Control, University of Sydney and Western Sydney Local Health District


Professor Ramon Z Shaban

Clinical Chair Infection Prevention and Control
University of Sydney and Western Sydney Local Health District

1:50 pm - 2:20 pm Customer Experience: Improving the Customer Experience through a Journey of Uncovering Shared Value

Whether in our business or our personal lives, we have shared values, even with strangers. How do we learn what is important to our stakeholders and uncover where we have shared values for the benefit of all parties? Learn about:

  • The Opal Journey to Shared Value
  • Customer Experience Examples… The Good, The Bad and The Ugly!
  • Why supplier diversity and local content makes good sense 
  • Modern Slavery Act – creating a sustainable and ethical supplier chain free from modern slavery

2:20 pm - 2:50 pm Networking Afternoon Tea

2:50 pm - 3:20 pm Operational Efficiency: Home Care Trial for Chronic Disease Management – Embracing a New Model of Care

Dr Kevin Bullen - Chief Medical Officer, Healius Ltd
Health Care Homes is a change in funding for patients with chronic disease. It allows for a lump sum monthly payment to enable and encourage a team approached model of Patient centred care. Kevin will discuss:

  • Whether it is funded correctly
  • The main issues preventing engagement and patient numbers intended by Government 
  • If it will improve patient outcomes
  • If the GPs and other members of the Primary care team will embrace these changes
  • What the future holds for home care and patients with chronic disease

Dr Kevin Bullen

Chief Medical Officer
Healius Ltd

3:20 pm - 3:50 pm Customer Experience: Using Home Care Packages to Give People the Best Quality of Living at this Stage of Life

Sarah Newman - General Manager Home Services, BaptistCare
BaptistCare looks beyond maintaining independence at home to actually achieving best quality of living for their customers. Through their Wellness Reablement program, home care packages are being creatively used for more than just domestic assistance and personal care to reengage and expand their customers’ world. Learn about:

  • What “wellness” means to an individual, what does a great life look like and how does BaptistCare work with allied health to achieve it? 
  • Key initiatives to leverage home care more creatively, including increased use of allied health, working with external partners to look at reablement of people
  • with dementia and reengaging customers through health and fitness
  • Challenges when it comes to reinventing home care

Sarah Newman

General Manager Home Services

3:50 pm - 4:20 pm Customer Experience: How to Improve Customer Experience and Personalised Care through an Innovative Program on Inter-Generational Collaboration

Allity recently won an innovation award for developing an inter-generational program whereby 16 high school students interviewed residents 2-3 times a week for entire semester before publishing a narrative about the residents’ life story. Steve will discuss how they successfully ran their program and the benefits that ensued from creating a bond between student and resident:

  • Enhancing customer experience – being able to understand individuals on a deep and connected level allows Allity to plan and tailor care around what’s most important to them
  • Collaboration with high school students exposes them to life as a carer in the aged care sector, while also enlivening residents by enriching their social contact with the new generation 
  • Addressing challenges around residents feeling confronted to talk about particular stories and supporting a 16-17 year old to communicate effectively

4:20 pm - 4:30 pm Closing Remarks from the Chair and Conference Closed