Australia’s aged care sector is undergoing transformational change, spurred by the government's 10 years of aged care reforms and Royal Commission Report into Aged Care Quality and Safety aimed at improving care quality and meeting the growing needs of an aging population. With the introduction of the new Aged Care Act, Strengthened Aged Care Quality Standards, and a stronger focus on workforce development and governance of aged care, care providers face both new challenges and opportunities.
Sourcingcare talked to Ada Chee Har Cheng, CEO of the Australian Nursing Home Foundation (ANHF) in the Asia Pacific Care Industry Forum (ACIF) at Cares Expo Taipei 2024 about how aged care organizations in Australia are preparing for these changes. The interview is summarized in this article.
A new regulatory landscape
The new Aged Care Act represents one of the most significant shifts in the sector. The previous framework, which had been in place since 1997, was primarily focused on service providers and funding mechanisms. In contrast, the new legislation emphasizes a person-centered approach, focusing on the rights and well-being of the elderly. The revised Aged Care Quality Standards now require providers to maintain higher standards of care, with stricter reporting and compliance requirements.
Cheng explained how her organization is adapting to the new landscape: “We deliver services to over 1,500 seniors and manage 400 home care packages every day. With the new reforms, we’ve had to enhance our operational procedures to meet the updated regulatory requirements, especially around personal care, housing, and health monitoring.” ANHF operates five nursing homes and provides community-based services for the Chinese community in Sydney, is adjusting to the stricter standards, ensuring compliance while maintaining high-quality care.
For many aged care providers, including ANHF, the new reforms require significant operational adjustments. Providers must now maintain high standards consistently, especially in light of unannounced inspections and new regulatory framework from the Aged Care Quality and Safety Commission. Cheng highlighted the challenge of managing both in-home care and nursing home services under the new framework. “We are the biggest aged care organization for the Chinese community in Australia, and managing five nursing homes, three blocks of seniors’ housing, and a range of in-home care services has required us to invest in new systems and staff training,” she said.
A customer-centric approach
With the government funding model placing more control in the hands of individuals, providers must focus on building strong relationships with residents and their families to ensure loyalty. A crucial part of ANHF’s success in adapting to these reforms has been its focus on customer engagement. For Cheng, having an engaging relationship with residents and their families is the cornerstone of excellent care. "If you are a good provider, no matter how big or small, engaging with your customers ensures you're providing the services they want and need," she says. According to Cheng, customer feedback is an invaluable source of business intelligence, helping to shape ANHF’s services and priorities.
For example, ANHF conducts regular customer experience surveys, engaging residents through monthly meetings to understand their likes, dislikes, and overall satisfaction with the care provided. "We make sure our residents are engaged at all levels. From menu design to daily activities, we involve them in the decision-making process. After all, what we think is right may not be what the residents want. The findings of the Consumer Experience survey drive continuous improvements," Cheng emphasizes.
Leveraging technology to stay competitive
To stay competitive in the evolving aged care landscape, ANHF has embraced innovation and technology. Cheng acknowledged that while having state-of-the-art facilities is important, it’s not enough to attract and retain residents. "You can have a beautiful nursing home, but if residents feel bored, that’s a problem," she said. To combat this, ANHF has invested in various forms of technology to engage residents and make their experience more enjoyable.
Cheng stressed that technology plays a key role in both service quality and resident engagement. "The new boss is the customer, and to keep them loyal, you need to adopt an agile approach and use technology in ways that improve their experience," she explained. ANHF leverages management data and customer feedback to continuously refine its services.
ANHF has introduced entertainment and engagement technologies, including robots and interactive games, to combat boredom among residents. ANHF also invested Motion Senor VR system that can encourage elderly to do more exercise in a fun way. "I brought in robots and other tech to make life fun for residents. It’s not just about care, it’s about ensuring they have a good quality of life," Cheng shared. This focus on engagement has even won over younger family members. "When grandchildren visit and see the robots and fun activities, they love it. It makes a big difference for both the residents and their families."
Competition in home-care and customer-centric transformation
In the home care sector, competition is fierce, with many providers vying for clients. Cheng noted that Australia’s aged care system places more power in the hands of customers. "In Australia, the money is with the person, but they can only access it through registered providers. Therefore, even if you’re a well-known brand, failing to engage your customers may lead them to switch to another provider," she said.
This shift toward customer-driven care has forced providers to focus on delivering high-quality, personalized services to retain clients. "Even with the best facilities and technology, if you're not offering what customers want, they'll go elsewhere," Cheng warned. Providers must continuously engage with clients, improve their services, and ensure they remain competitive in an increasingly deregulated market.
Cheng believes that while deregulation offers more choice, it also places greater responsibility on consumers to choose the right provider. "Customers need to be educated to recognize quality. Cheap services may not always mean good care," she cautioned. By focusing on customer engagement, innovation, and technology, ANHF is well-positioned to navigate this competitive landscape and continue providing high-quality care to Australia’s aging population.
Notes: For more details about ACIF and Cares Expo Taipei, please check the website or contact Juihui Lin via lin@ankemedia.com for more info.
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