Lynda Chalmers

General Manager Home Care Mercy Health

Aged Care Day Two: Thursday, 18 March 2021

Thursday, March 26th, 2020

10:30 AM Panel Discussion: How to Ensure Consistent Quality of Care in an Environment of Rapid Change

With rising scrutiny in the Aged Care sector, there is ongoing pressure to ensure consistency in your operations and service delivery. But how do you adapt your business model to ensure consistent care in an environment of rapid change, especially where you have a large organisation? Hear from some of Australia’s top 10 residential aged care and home care providers on how they are adapting their business model in preparation of the new quality standards. Learn how to:

  • Get the right mix of system, process and culture to enable consistent care
  • Develop a flexible and adaptable workforce to drive sustainable change
  • Pilot new models of care while always putting the customer at front of mind

2:00 PM Stay Ahead of the Competition: How to Personalise Care and Gain Customer Loyalty through Meaningful Consumer Engagement

With the increased focus on quality outcomes for consumers, this means that we should consider how to better engage with consumers to partner, co-design and target services that meet their expectations and needs. Learn how to:

  • Understand matters to and empathise with consumers and their family members  
  • Measure and monitor the impact of your services, your client experience, satisfaction and loyalty  
  • Improve your relationship with consumers by acting on feedback and creating a supportive and transparent culture of co design

Check out the incredible speaker line-up to see who will be joining Lynda.

Download The Latest Agenda