27 - 28 November, 2019 | Hilton, Brisbane

Aged Care Day Two: Thursday, 28 November 2019

8:00 am - 9:00 am Registration and Networking

9:00 am - 9:10 am Opening Remarks from the Chair

9:10 am - 9:40 am How UnitingCare Queensland is Using Customer-Based Segmentation to Shape and Define Their Business

UnitingCare Queensland has adopted detailed role-based segmentation to truly understand customers at a more granular level. This will ensure that what they build and deliver is targeted to the cohort they want to service. Learn why it’s important to:

  • View every customer as unique, with different behaviours, motivators, financial and care needs
  • Be person-centred – this is the first step to role-based segmentation 
  • Let the customer segmentation shape your branding, strategy and service
  • Give customers an active voice to drive the cultural shift
  • Adopt a “Good to Great” mindset: It’s good now but how can we continually improve?

9:40 am - 10:10 am Solution Provider Session

10:00 am - 10:40 am Panel Discussion: Strategies to Meaningfully Engage with Customers to Improve Care and Experiences

With an increased focus on quality outcomes for consumers driven by the single quality framework, the aged care sector needs to better partner, co-design and engage with consumers to achieve excellence in quality of care and experiences. Learn how to:

  • Develop a consumer engagement and participation strategy to empower consumers and enable constructive feedback 
  • Improve your relationship with consumers by creating a supportive and transparent culture that builds on their trust and loyalty to the business 
  • Personlise care programs to better meet their needs and expectations
Robyn Martinez, General Manager at Diversitat

Robyn Martinez

General Manager

Lincoln Hopper, Chief Executive Officer at St Vincent’s Care Services

Lincoln Hopper

Chief Executive Officer
St Vincent’s Care Services

10:40 am - 11:00 am Top Tips: Sundale’s Business Restructure and Culture Realignment to Meet the New Quality Standards

Sundale is shaking things up to stay abreast of the evolving landscape and better integrate consumers in the absolute trajectory of everything that they do from the time they enter services; not just in consultation. Learn how to:

  • Be brave, bold and resilient, and distill this philosophy top down
  • Restructure care and staffing models to be consumer-led and match changing needs and expectations
  • Be people-centric and let people underpin your strategy and everything that you do
  • Measure the impact of change and the cost of compliance in times of financial stress

11:00 am - 11:30 am Networking Morning Tea

11:30 am - 12:00 pm Strategies to Design User-Centric Facilities in Rural and Remote Locations

Blue Care Star of the Sea Elders Village provides residential aged care to the Thursday Island community.However, Blue Care was challenged with building a consumer-drive design in a rural and remote location. Learn how to:

  • Overcome challenges of construction in a rural and remote location 
  • Refurbish your facility in a live environment with minimal disturbance to residents 
  • Effectively engage with consumers and translate their input into infrastructure to ensure user-centric design
The Voluntary Assisted Dying Act 2017 (Vic) came into force in June 2019, becoming the first law in Australia in 20 years to permit voluntary assisted dying (VAD). It’s started something of a trend, with other Australian jurisdictions having or willing to engage in a parliamentary committee process; including Queensland. This panel will get us thinking about the inquiry into VAD in aged care, and:

  • How it will impact the way nurses and carers practice, including the extent of involvement and managing expectations of the nurse and carer
  • Lessons learned from Victoria: How Victoria's legislation is unique in the way voluntary assisted dying will be regulated
  • The importance of caring and assessment of all factors that contribute to a person’s request for euthanasia
  • Ethical issues around quality and delivery of care that nurses, carers and providers will need to confront
Daryl Kroschel, National Medical Director & Director of Clinical Care at Silver Chain Group (WA)

Daryl Kroschel

National Medical Director & Director of Clinical Care
Silver Chain Group (WA)

Leanne Davey, Nurse Practitioner Palliative Care at Bolton Clarke

Leanne Davey

Nurse Practitioner Palliative Care
Bolton Clarke

Denise Sauer, Coordinator at Dying With Dignity Queensland

Denise Sauer

Dying With Dignity Queensland

12:30 pm - 1:30 pm Networking Lunch

1:30 pm - 2:00 pm Using the Internet of Things (IoT), Data Science and Business Intelligence in the Heart of Business to Transform Elderly Care

With the need for increased consumer choice in an increasingly competitive market, we have the opportunity to personalise care through big data analytics. Learn how Bolton Clarke is making the most of big data and business intelligence, by:

  • Being curious about big data innovation and asking the right questions about intelligence automation, machine learning and predictive analytics
  • Providing intelligent insights to families and carers on the wellbeing of their loved ones
  • Investing in and working more collaboratively with data science experts to pull, interpret and make data useful to business

2:00 pm - 2:30 pm An Operational Perspective: How to Keep Staff Motivated, Engaged and Committed During Times of Change

With the new quality standards, we need to transform our businesses to be truly consumer-led. But you can’t achieve successful change without having your staff 100% on board. Learn how to manage the pressures of operational change on top of new quality standards by focusing on the motivation, engagement and happiness of your staff, by:

  • Maintaining a competent workforce in a technology-heavy environment with ongoing education, on-the-job training and coaching 
  • Aligning staff expectations with broader business goals and vision 
  • Moving away from the traditionally paternalistic model to a partnership model that re-defines how we access care needs and changes the language staff use to communicate with clients
  • Re-educating clients about their rights and encouraging them to identify and communicate their needs to the provider

2:30 pm - 3:00 pm Networking Afternoon Tea

3:00 pm - 3:30 pm How Silver Chain Group Collaborates with Sunshine Coast Hospital and Health Service to Reinvent their Service Delivery Model

Silver Chain Group is reinventing their service delivery model to drive efficiencies and bring the hospital to the home. A key component to success is ensuring a successful partnership with Sunshine Coast Hospital and Health Service. Learn how to: 

  • Ensure commitment, coordination and communication between the hospital and community service provider
  • Ask the right questions about medical and clinical governance – who owns it and how is it structured and monitored to ensure transparency of clinical incidence? 
  • Upskill the workforce in clinical competence and training
Sue Meteyard, Director Clinical Operations at Silver Chain Group

Sue Meteyard

Director Clinical Operations
Silver Chain Group

3:30 pm - 4:00 pm Strengthen Governance and Accountability Across Your Business to Ensure Continuous Quality Improvement

With change and reform comes the need for a robust governance and accountability framework to ensure continuous quality improvement. Learn how to:

  • Benchmark against best practice to improve governance performance
  • Manage finances and risk in the context of reform
  • Promote a culture of continuous improvement that prioritises quality of life 
  • Identify success factors of effective boards

4:00 pm - 4:00 pm Networking Drinks