identify, adapt and deliver

The theme of this year’s ACSA Conference is Identify, Adapt and Deliver describes how Australian providers need to respond to the continually changing aged care environment.

To thrive in the consumer focused contestable market environment providers need to focus on the consumer experience and re-think their care model, service delivery and consumer engagement from the consumer perspective.

What do consumers want?

The first step is to redefine your offering from a consumer perspective.

Ideal has surveyed potential and current consumers. They want to be in a ‘safe, happy and welcoming environment’ and they want:

  1. Quality care
  2. To maintain their independence
  3. Quality staffing.

The most valued sources of information are people who currently live or have lived in the home and information from hospital staff, discharge planners and social workers. Information directly from staff at the home and from family and friends is more important and influential than government websites or the home’s website.

When they consider a home the most important factors ranked in order are the quality of food and the dining experience, accreditation status, the range of activities and outings and interaction with the community. These are more important than who operates the home.

The amenities and aspects of the build environment that are valued are those areas that provide choice – the hairdresser, café, small shop etc where consumers can exercise choice.