Delivering quality care, workforce transformation and customer experience in a new covid-normal operating environment
Online Event Now Available On-Demand!
Aged Care Online Event Agenda
9:30 am - 9:35 am
Opening Remarks from Conference Chair
9:35 am - 10:15 am
Keynote Case Study: Behind the Master Plan to Create a Fully Integrated, Safe & Sustainable Retirement Village at Tanunda Lutheran Home over the next 30 years
Lee Martin -
Chief Executive Officer,
Tanunda Lutheran Home
Tanunda Lutheran Home is one of the largest providers of aged care in rural in South Australia. However, being established in 1952, executives were faced with aging infrastructure, disconnected facilities and other environmental constraints. In 2017 Tanunda Lutheran Home developed a master plan to create a fully integrated and sustainable retirement village over the next 30 years which this session will uncover. This session will focus on:
- How Tanunda Lutheran Home plans to modernise facilities to improve service delivery in aged care
- Strategies to centralise and connect the facility to form a more cohesive and liveable aged care system
- Strategies to create a sense of identity as an aged care hub, rather than a staged development
10:30 am - 11:15 am
Implementing a Change Management Approach for System Implementation to Drive Staff Engagement and Excellent Customer Experience at Anglicare At Home
Kthryn Bondoc -
Strategic Partnership & Transformation Manager, Anglicare Sydney,
Anglicare at Home
Anglicare At Home is undertaking an IT Transformation that includes a new IT stack, including client management, lead management, service scheduling, finance and client communication.
This session will explore change management strategies used by Anglicare at Home to successfully deliver this digital transformation. It will cover:
- The consultation process used to design their change management strategy
- Co-design approach for over 600 staff in the Home Care Services
- Creation, empowerment and impact of of 4 key groups that were created to drive change within Anglicare At Home
- How client Experience was embedded into design
Kthryn Bondoc
Strategic Partnership & Transformation Manager, Anglicare SydneyAnglicare at Home
11:30 am - 12:15 pm
Interactive Panel Discussion: How Can You Maintain Quality of Care in an Environment of Rapid Change?
Matt Durston -
Managing Director APAC,
Allocate Software
Fiona Millar - General Manager People and Culture, Swancare
Lee Martin - Chief Executive Officer, Tanunda Lutheran Home
Nerida Pankhurst - Care Co-ordinator – Social, Wellness and Carer, Blue Care SEQ South
With rising scrutiny in the Aged Care Sector, and the release of the final Royal Commission Report, there is ongoing pressure to improve your operations and service delivery.
Aged care staff also play a vital role in maintaining the quality of care, but how can you help your staff adapt to an environment of rapid change? How can you adapt your business model to ensure consistency of care, especially where you have a large aged care provider?
Hear from leaders in aged care and home care on how they have navigated and adapted their business models to improve quality standards in an environment of rapid change.
· The Aged Care sector has been put under the spotlight for the past 14 months due to the pandemic and the Royal Commission (and the spotlight is likely to be continue as the government works through an aged care reform), how have you helped your staff manage through all the attention and negative press?
· What initiatives have you implemented to keep up the moral of your staff?
· How did you retain your staff during such a difficult time?
· It’s clearly been challenging year for the aged care industry. How have you had to adapt and change services under pressure?
· Looking back on your experiences, particularly during the pandemic is there anything you would have done differently?
· How have you ensured quality improvement is embedded within the culture of your organisations?
· What frameworks and guidelines did you roll out to enable you could still deliver consistent services during the pandemic?
· What does sustainable, meaningful change look like for you and your organisation? How have you managed change within your role? How have you helped your workforce-manage change?
12:30 pm - 1:15 pm
Working in partnership to build capacity in Blue Care, through training and collaboration, to support people living with dementia
Nerida Pankhurst -
Care Co-ordinator – Social, Wellness and Carer,
Blue Care SEQ South
In 2018, Blue Care was invited to become an industry partner with Hammond Care to assist with capacity building as part of their Dementia Support Program.
This session will uncover how this partnership introduced strategies for change to support people living with dementia, resulting in more sustainable outcomes.
· How this program led to improved understanding of how to support people living with a diagnosis of dementia in both community and residential services
· Unpacking the results and feedback from staff and residents on implementing these new dementia care strategies within Blue Care
· Strategies to put the resident at the centre of their care and improving the journey and transition from residential aged care to acute care environments
