Concurrent Sessions – Consumer… Rungie, Ong, Ogden

Description

I am not a consumer – I am a person. In this modern age, it is becoming increasingly important to engage older people in the design and development of products and services so they continue to feel valued.

Dr Mike Rungie (GCMA, Tonsley, Australia)

Abstract:

Australia has a global role to play in developing innovative products and services for a growing ageing population. With the proportion of Australians aged over 65 continuing to increase, due in part to higher standards of health care, businesses have a greater need to ready themselves to better understand this growing but diverse group

Launched in October 2018, the Global Centre for Modern Ageing (GCMA) provides a living laboratory (dubbed LifeLab), paired with research, insights and advisory services to businesses, organisations and government to help bust ageing myths and assist clients develop better products, services and solutions to meet the needs and wants of those over 65.

A first of its kind in Australia, the LifeLab hosts innovative initiatives including developing solutions that increase mobility, reduce isolation, address nutrition needs and allow people to enjoy a better quality of life.

This workshop focuses on the business imperative and the possibilities of co-creation and co-design.

Co-creation and co-design methods provide opportunities for businesses and end-users to collaborate together, ensuring that older people feel valued and heard, and that companies truly understand the needs and wants of this unique group.

Hear from international expert, Dr Mike Rungie, as she shares insights and case studies which highlight the power of seeing people and not consumers and how co-design improves user experience, reduces market risk and often leads to better concepts leading to an increase in demand.

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The bedrock of compliance – Consumer Dignity and Choice

Miss Katrina Ong (Prideliving Group Pty Ltd, Level 19 567 Collins Street Melbourne, Australia)

Abstract:

Partnering with the Consumers has been part of the NSQHS the past 6 years. In this session, we will take a deep dive into what we can we learn from the Healthcare sector to assist providers transition to a consumer-driven environment under the new Aged Care Quality Standards

Consumer experience is the collage of memories and feelings about the interactions between an organisation and a consumer throughout that relationship. Good consumer experience occurs when the individual’s overall experience matches or exceeds the individual’s expectations.

With increasing, consumer and regulator expectations organisations need to understand the consumer experience along their journey of interactions with the organisation. Understanding the consumer journey begins with knowing your model of care and what this looks like for the customer.

This session will provide delegates with:

An overview of how different public and private health services integrated and applied strategies to create distinct models of care.
Examples of how they implemented their model of care.
Similarities and differences that can be applied to the aged care setting
Practical tips on what the aged care sector can learn from the health care sector.
Examples of insightful measures of outcomes and means of collecting and analysing data about consumer experience
As aged care is entering a new arena, the things that got providers where they are will not help them navigate this new world. Now more than ever providers need to learn from those who have done this before. While Healthcare and Aged Care each have their unique complexities, both have an interdependent relationship with mandated standards which govern the outcomes of how they partner with consumers in a way that shows dignity and respect.

Katrina will share her experience as both a Community Representative for one of Melbourne’s largest metropolitan public health services and a consultant with substantial experience in the residential Aged Care sector.

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Turning feedback within the sector from a negative to a positive and how you can take back control.

Mr Mark Ogden (Dps Publishing, Adelaide, Australia)

Abstract:

There is a crisis of confidence in the sector, and this has resulted in a demand for transparency. As consumers look to provide feedback, they are utilising platforms such as Facebook, Google and Twitter to deliver their message. This feedback is often difficult to manage, respond to or even track, but it is easily findable for those searching for information at the decision making stage of their journey into aged care.

With more than 1.8 million Australian aged care consumers each year utilising the DPS Guide to Aged Care, and with 100% of aged care providers listed with us, we have a unique perspective in the sector, understanding the needs and wants of both consumers and providers alike.

Through our partnership with Care Opinion, the leading health consumer feedback platform in Australia & UK, we have established the only purpose-built, and industry endorsed, comprehensive consumer feedback management platform for aged care in Australia.

This presentation will cover:

– what is most important to consumers

– what feedback is already being captured

– how providers are taking back control and not only protecting their reputation, but enhancing it.

The information covers components of all three themes of the ACSA Summit, and in particular, PEOPLE. Not every consumer feedback platform is created equal – what makes Care Opinion on AgedCareGuide so unique is that it is a consumer-centric system, not an organisation-centric system.

Example: We talk about the CEO of a large care provider: he was doing what many organisations are currently doing, using real-time hand-held data-gathering methods and getting dashboards of results. But when he began implementing Care Opinion, he discovered a whole new way of connecting with the community in a transparent way. He said that surveys ask things that the organisation wants to hear and gather, but Care Opinion starts with what the consumer wants to say, which is often very different from what organisations want to ask them. The first 10 stories he received via Care Opinion gave him new insights that he could act on that the previous 150,000 consumer surveys hadn’t.

Proven outcomes of successfully implementing a consumer feedback management system include;

Not only protect reputation but enhance it through moderation, training & support.
Connect with the community in a transparent and constructive way.
Reduce formal complaints by up to 50%.
Compliant with the new Quality Standard 6.
Increased staff engagement.
Improved lead generation through consumer search & select process.
Operational improvements driven by consumer experience.
Data-driven insights through comprehensive reporting.
Validation of staff training & development impact through consumer data delivered seamlessly through alerts.