Consumer focused surveys and feedback consistently show quality of care and quality staffing are most valued by consumers and their families when looking for care. In a world where consumers are bombarded with information and jargon how do providers engage with consumers and families and stand apart from other providers?
Consumer Experience Reports show the benefits of engaged models that address consumer needs and preferences and meet consumer expectations of quality.
Offering service and care models that consumers/families can understand and describing these in language that resonates with consumers and families sets services apart and provides an ongoing competitive advantage
Consumer focused surveys and feedback consistently show that quality of care and quality staffing are most valued by consumers and their families when looking for care; the second most valued aspect is promoting resident independence and well-being. The most powerful source of information is ‘word of mouth’ from friends, family, facility staff and current residents. Accreditation status is ranked as the most important attribute when choosing a facility; the second highest ranked attribute is food.
In a world where consumers are bombarded with information and jargon how do providers translate the key aspects of their service to engage with consumers and families and stand apart from other providers?
Offering service and care models that consumers and families can understand and describing these in language that resonates with consumers and families sets services apart and provides an ongoing competitive advantage and creates higher levels of engagement throughout all staff levels. With thought, planning and commitment this can be achieved at all price points.
Emerging in the aged care markets is a range of providers across different price points that have developed consumer focused models that resonate with prospective and current consumers and their families. These include small household models, multifunction staffing models and person-centred models focusing on relationship building between staff and residents. Personalised care improves care quality, is highly marketable and creates a competitive advantage.
The Consumer Experience Reports capture current resident feedback across a range of domains; this information is publicly available. Collating this information demonstrates the impact that care models have on resident perspective. As the opportunity for formal feedback through Consumer Experience Reports and multiple other rating sites grows providers need to leverage ongoing positive engagement through their care model and service delivery.
In the coming years the market will segment into providers that have an engaging model and those who simply provide care to the required standard.
Providers need to clearly articulate their care models, the costs, the benefit to the consumer and how they create a competitive advantage for their business.
The Ideal Consultancy is a trusted advisor to some of Australia’s leading aged, community and retirement living organisations. Ideal enables aged care providers develop strategies and opportunities for growth through service innovation.
Ideal will be presenting on ‘Consumers & Quality’ at the upcoming Tri-state and LASA Queensland Conferences.
If you would like to discuss how to strengthen you aged care business please contact Fiona Somerville or Louise Greene via firstname.lastname@example.org or 1300 179 675.