23 - 24 July, 2019 | Melbourne Convention and Exhibition Centre, South Wharf, VIC

Sarah Marciano


Executive Director Quality & Safety
integratedliving

Aged Care Plenary Day Two: Wednesday, 24 July 2019

Wednesday, July 24th, 2019


10:10 AM TOP TIPS: Life after the Royal Commission – How to Stay Ahead of the Game

The Royal Commission into Aged Care Quality and Safety will undoubtedly be a turning point for the aged care sector. Be ahead of the game with these top tips on how to: 

  • Proactively manage publicity and rebuild consumer trust
  • Build effective clinical governance to resolve areas of complaints
  • Manage resources effectively

2:50 PM PEOPLE: Communication and Engagement – The Key to Continuous Quality Improvement

Hear lessons learnt from integratedliving’s journey to entrench customer advocacy in everything that they do:

  • What does “customer advocacy” entail and how do you build a framework to govern, assess and embed customer advocacy throughout your organisation
  • Culture fix to encourage people to challenge internal systems and processes and “see” from the customer’s point of view
  • Realign customer service teams and train staff to be proactive and confident in complaints handling and CRM
  • Eliminate prejudice across internal compliance
  • Introduce reflective practice and critical thinking – step back from the situation to assess pros and cons and areas for improvement

Check out the incredible speaker line-up to see who will be joining Sarah.

Download The Latest Agenda