Adapting to a new normal to maintain quality care and improve customer experience
Online Event Date: 08 - 09 July, 2020
Online Event I 9:25AM - 12:30PM (AEST) Daily
Aged Care in a COVID-19 Era: Day 1 Agenda, Wednesday 8 July 2020
9:30 am - 9:35 am
Conference Opening and Remarks from Event Chair
Simon Jennings -
Group Manager,
Core Platforms, Silver Chain Group
9:35 am - 10:20 am
Care, Connection, Compassion – How Rockpool Repurposed a brand new Residential Wing in response to COVID-19
Melissa Argent -
Chief Executive Officer,
Rockpool Residential Aged Care
Rockpool Residential Aged Care (RAC) recently repurposed a newly built 150 bed wing to act as a facility to safely quarantine residents if needed during the pandemic.
Implementing this project in a short timeframe has allowed for the business-as-usual admission of new customers to the facility, at a time where many providers would struggle to take on new residents. In this session, learn more about how:
- Effective leadership and culture allowed for the safe, planned delivery of this initiative
- Workforce support and communication strategies to facilitate change at a rapid rate
- Lessons learned and early outcomes from the opening of this new wing
10:30 am - 11:15 am
Achieving a Chorus of Approval for Customer Service in Aged Care
Jamin Hirte -
Group Head of Customer Operations,
Chorus Group
Chorus went through a business transformation with the merge of three established WA care providers; Care Options, Community First International and Volunteer Task Force. With disparate technology systems and subsequent challenges, Chorus sought a technology partner that would help facilitate and realise their core values and philosophy towards community service.
During this session, you gain insights into:
- What challenges Chorus was facing from a technology perspective that prevented them from providing the best possible service.
- Some of the key decision criteria in finding the best technology solution and partner
- The role that Chorus' technology partners, 8x8 and Scope Logic played prior to, and during Covid-19, and this has helped Chorus deliver on their core values
- The opportunity that company mergers provide for technology transformation
- Lessons learned in the provision of customer experience for the wider community service and non-for-profit sector
11:30 am - 12:15 pm
Delivering quality care during lockdown: Redefining residential and at home care at MercyCare WA through digital technology
Gabriela Di Perna -
Manager Major Projects,
MeryCare WA
MercyCare have been looking into several avenues to increase resident wellbeing during their lockdown period and to address the unique challenges facing residential and at home care.
Maintaining vital social connections across the generations in times of physical distancing and investigating the impact of loneliness and depression during COVID 19.
This session will highlight the success and lessons learned from MercyCare’s journey to-date, including:
- The impact of digital technology on depression and loneliness with a focus on home care: an Australian first study in partnership with the Queensland University of Technology and Checked in Care
- Not re-inventing the wheel: utilising every day solutions such as phone calls, direct delivery of presents to residents, “conversations through glass” and platforms such as Skype, zoom and face-time to improve resident experience
- Intergenerational learning pilot: Developing innovative ways to connect older residents at Mercy Village and primary school students at Rehoboth Christian College - co designing purposeful structured activities using video conferencing in partnership with Griffith University.
12:30 pm - 1:15 pm
How Uniting NSW is rolling out new technologies to Keep Residents Active and Socially Connected
Georgene McNeil -
Dementia & Behavior Management Lead,
Uniting NSW
Over the past couple of months, Uniting NSW has trialed a number of innovative projects to improve residents well-being and mental health during isolation. From their ‘Virtual Visitors’ program to music therapy and the use of audio and video entertainment, Uniting NSW is utilising new technologies to provided continued support to residents and ensure they stay socially connected with their peers and relatives.
This session will explore how Uniting NSW rolled out this initiative in a sustainable way across many of their sites, including:
- Building the business case and fast-tracking the implementation of this successful trial of this project in 5 sites and plan to roll out across a further 20 sites across NSW
- The significant results to date, particularly on resident engagement and its potential impact on reducing medication use
- Developing a sustainable and seamless plan for integrating social technology into your organisation
Georgene McNeil
Dementia & Behavior Management LeadUniting NSW
