AGED CARE COMMERCIALITY, INNOVATION & QUALITY 2017

Transcription

1 AGED CARE COMMERCIALITY, INNOVATION & QUALITY 2017 Remaining competitive during uncertainty through innovative customer-centric delivery 28th - 30th March Adina Apartment Hotel, Sydney Featuring exclusive keynotes and case studies from the following companies: SPONSORS:

2 CONFERENCE OVERVIEW This event will bring together senior leaders in some of the largest aged care providers on the issues facing the sector. You will learn how to drive quality throughout your organisation, prepare for industry change, shift your organisational focus to a more commercial mindset and come to terms with hot topics in the industry such as marketing of products and LGBTIQ issues. YOUR EXCLUSIVE SPEAKERS: Jason Howie, Chief Executive Officer, KinCare Kerri Rivett, Chief Executive Officer, Shepparton Villages Christopher How, Chief Executive Officer, Bethanie Jo Boylan, Director of Operations, Southern Cross Care Laurie Leigh, Chief Operating Officer, The Whiddon Group Paula Trood, General Manager Residential Services and Quality and Compliance, Benetas Angela Raguz, General Manager Residential Care, HammondCare Linda Justin, Director of Practice & Quality, Uniting Karn Nelson, Executive General Manager Strategic Policy and Research, The Whiddon Group Stephen Thomas, General Manager Quality & Innovation, Jewish Care Cathy Mordaunt, HR Manager, Anglican Care Penny Lovett, General Manager Human Resources, McKenzie Aged Care Denise Mitchell, Group Quality Manager, Homestyle Aged Care Services Melanie Dicks, Head of Strategic Commissioning, Uniting Alasdair MacDonald, General Manager Innovation & Quality, Montefiore Home Matt Kowald, General Manager of Residential Care Services, Barossa Village Vitish Guddoy, Hospitality Services Manager, Barossa Village Lena Hopkinson, Executive Manager, Care and Strategic Development, Braemar Presbyterian Care Marita McCabe, Director, Institute of Health & Aging, Australian Catholic University

3 KEY BENEFITS OF ATTENDING Transcend clinical care to appreciate customer experience and holistic care Adapt to industry upheaval by leading cultural change Balance ethics and risk with quality of life and LGBTIQ issues Attract and engage a Gen Y care workforce Adopt appropriate and pro-active marketing communications Ensure CDC success by adapting culture and leadership Deliver quality to new groups of clientele Benchmark quality across a variety of demographics AUDIENCE This forum will bring together head of innovation, quality compliance and leadership in Aged Care throughout Australia. It is specifically relevant to: General Managers Executive Managers Chief Operating Officers CEOs Quality Managers GROUP PACKAGES Send 3 delegates and receive: 10% off the currently advertised rate Send 4 6 delegates and receive: 15% off the currently advertised rate Send 7 or more delegates and receive: 20% off the currently advertised rate CONFERENCE LOGISTICS Venue: Adina Apartment Hotel, Sydney Address: 55 Shelley Street, Sydney, NSW 2000 Dates: 28th March - 30th March, 2017 Start/Finish: 8:30 am 5:30 pm REGISTRATION AND ENQUIRIES To register for the Driving Commerciality, Quality & Innovation in Aged Care, simply complete the registration form at the back of this brochure and send to: events@ konnectlearning.com.au or call Alternatively, registrations can be made online at: SPONSORSHIP The opportunity to network with the leading aged care providers in Australia is limited for this event. Contact the sponsorship team on or events@ konnectlearning.com.au to discuss package options. Don t miss the exclusive workshops on day three facilitated by the General Manager of Jewish Care and CEO of Shepparton Villages

4 DAY ONE THEME: ADAPTING TO INDUSTRY UPHEAVAL 8:30 Registration, morning coffee and tea 8:50 Opening remarks from chair: PREPARING FOR CUSTOMER-CENTRICITY 9:05 Driving quality of service and innovation through customer centric care Understanding what customer-centric care means for your organisation Implementing a customer-centric approach to your service How customer-centricity adds to the bottom line Improved reputation Increasing your client base Contributing to marketability Enhancing quality of care Priming innovation Alasdair MacDonald, General Manager Innovation & Quality, Montefiore 9:50 Best practice customer-centric care through effective data management Understanding the data you need and capturing it effectively Appreciating your organisation s strengths and weaknesses through data Using data to take a continuous improvement approach to service delivery The role data plays in improving quality of care Stephen Thomas, General Manager Quality & Innovation, Jewish Care 10:35 Morning tea OPENING ADDRESS: MCKENZIE AGED CARE 10:55 Bringing your brand to life through engagement and culture in the age of a Consumer Directed Care (CDC) Benefits of engaging with colleagues to develop the cornerstones of a brand Developing a change program to bring your brand to life Embracing spirituality, social needs and well-being is key in CDC Penny Lovett, General Manager Human Resources, McKenzie Aged Care 11:40 Ensuring CDC success from the top down through adaptive culture and leadership Understanding how organisational climate and leadership effects CDC Highlighting the importance of relationships and communication between residents and colleagues Learning how your leadership can adapt to ensure CDC success Marita McCabe, Director, Institute of Health & Aging, Australian Catholic University 12:25 lunch DAY ONE: 28th March, :25 Enhancing quality of life through holistic approaches to care How holistic care can become integrated in care provision Bringing innovation to care through creative aging Remaining at the forefront of holistic therapies to add value to clients and residents Laurie Leigh, Chief Operating Officer, The Whiddon Group Karn Nelson, Executive General Manager Strategic Policy and Research, The Whiddon Group LEADERSHIP TO REMAIN COMPETITIVE 2:10 Driving innovation through project management techniques and effective governance Developing a strategy that prioritises innovation first Preventing project overload that hampers innovation Selecting the approaiate project/program governance model for your organisation Understanding change management and how it facilitates innovation Top 10 things not to do when developing a PMO Christopher How, Chief Executive Officer, Bethanie CEO KEYNOTE: KINCARE CEO KEYNOTE: BETHANIE 2:55 Preparing for industry upheaval by combatting an anti change culture Breaking down the aspects that impact positively and negatively on an organisation s culture Addressing areas of concern to implement effective cultural change Implementing frameworks to ensure successful cultural change Jason Howie, Chief Executive Officer, KinCare 3:40 Afternoon tea 4:00 Delivering quality to new client groups through bundled services Evaluating current service provisions to identify bundling opportunities Establishing the bundles that your existing and new patrons will find attractive Using bundled services to attract new and alternative client groups Combining customer-centricity with bundled services to provide tailored services Paula Trood, General Manager Residential Services and Quality and Compliance, Benetas 4.45 Enhancing quality of care by moving away from clinical quality towards client experience Remaining compliant with regulators by focusing on quality to operate as a provider Practical advice for transitioning from clinical quality to client experience Denise Mitchell, Group Quality Manager, Homestyle Aged Care Services 5:30 End of day one

5 DAY TWO THEME: IMPROVING THE WORKPLACE 8:30 Registration, morning coffee and tea 8:50 Opening remarks from chair: QUALITY THROUGH WORKFORCE EXCELLENCE 9:05 Achieving quality by putting the right people in the right jobs, in the right places Achieving business objectives through an appropriate mix of talent Minimising cost and driving quality through with an effective and efficient approach to hiring Wow ing new hires through onboarding to establish better engagement and passion Cathy Mordaunt, HR Manager, Anglican Care 9:50 Attracting the next generation of care workers: Gen Y and beyond The benefits of taking the time to understand the new generation of care workers Engagement Retention Producitvity Shifting towards a model of engagement to attract Gen Y Communicating the unique selling points and benefits that a career in Aged Care can offer Gen Y Angela Raguz, General Manager Residential Care, HammondCare 10:35 Morning tea BAROSSA VILLAGE 10:55 Continuous improvement of service and staff through innovation Conversational intelligence as a vehicle for change Changing employment expectations and dynamics From staff retention to having the right staff for delivery of care services Transitioning from traditional training approaches to organisational transformations Lena Hopkinson, Executive Manager, Care and Strategic Development, Braemar Presbyterian Care 11:40 Improving the health and well-being of residents through customer-centric molecular gastronomy Drilling-down into the evidence-based practice of molecular gastronomy Demonstrating molecular gastronomy as an effective way to advance quality of life Exploring the indirect benefits this poses to your organisation Vitish Guddoy, Hospitality Services Manager, Barossa Village 12:25 lunch DAY TWO: 29th March, :25 How do we benchmark quality of care across differing demographics? Can we establish consistent quality across a diverse range of demographics? How is service affected by a various demographics? How should we consider the ethical and legal ramifications to protect your reputation? Paula Trood, General Manager Residential Services and Quality and Compliance, Benetas Jo Boylan, Director of Operations, Southern Cross Care Linda Justin, Director of Practice & Quality, Uniting PANEL DISCUSSION: 2:10 Facilitating quality care through effective and innovative marketing Embracing social media channels to engage with new client groups and volunteers Developing an authentic and consistent brand The interplay between customer-centricity and client marketing communications Recognising your workforce as brand ambassadors to: Enhance care quality Drive colleague engagement Fostering an improving client experience Kerri Rivett, Chief Executive Officer, Shepparton Villages 2:55 Afternoon tea CEO KEYNOTE: SHEPPARTON VILLAGES DRIVING AN ETHICAL CULTURE FOR IMPROVED SERVICES 3:15 Ethical issues in sexuality and LGBTIQ care Highlighting the growing awareness of sexuality and LGBTIQ with your clients and their families Understanding what you can do to protect your brand, enhance quality and attract new patrons Writing your policy on sexuality/lgbtiq and implementing it organisation-wide Linda Justin, Director of Practice & Quality, Uniting Melanie Dicks, Head of Strategic Commissioning, Uniting 4:00 Balancing your risk appetite with quality of life Establishing what client choice & control is and why this matters for your organisation Protecting yourself legally in this space Techniques to limit your financial and reputational exposure Jo Boylan, Director of Operations, Southern Cross Care 4:45 End of day two

6 DAY THREE: 30th March, :30 Registration, morning coffee and tea Workshop A: Lunch: 12:30 9am-12.30pm Workshop B: EXCLUSIVE CEO WORKSHOP BY SHEPPARTON VILLIAGES 1:30am-4.30pm DEFINING CUSTOMER-CENTRICITY FOR YOUR ORGANISATION AND YOUR CLIENTS The ongoing funding reform has given current and potential clients more influence over their care services. Combined with the growing demand for services, the need to shift to a consumer-centric model is vital. While the aged-care industry understands the need for customercentricity, it struggles to define it in practice. What does customer centricity mean? What does it look like? How do we define it? This workshop will help participants to understand what customer centricity looks like within the context of their organization. Learning outcomes: Understand what customer-centric care means to your organisation Shift the customer-centric model to encompass initiatives beyond clinical care Map your organisation to appreciate areas you can bring in customer-centricity Appreciate what your clients need and want to help facilitate a customer-centric focus Matt Kowald, General Manager of Residential Care Services, Barossa Village With a career that started as a registered nurse, Matt worked for Barossa Village, Royal Adelaide Hospital, Flinders Medical Centre and ACH Group before returning to Barossa Village and being appointed General Manager in May Now involved in several aged care interest groups and local health advisory groups, Matt has always had a passion for Aged Care. MAKING YOUR ORGANISATION STAND OUT FROM THE CROWD Funding reforms have created a more competitive environment for aged-care providers, resulting in a greater need to stand out from the crowd. There is now a need to promote services to bring clients through the door. This workshop will help participants understand how to market aged care services within the confines of a tight budget. Through navigating a changing consumer landscape, participants will recognise how to build authentic relationships with clients through various marketing messaging and channels. Learning outcomes: Assess your organisation s values and mission Appreciate what your organisation stands for and what it values Identify who your potential customers are; Do you operate in a niche? Are you in a certain geographical area and does this impact your customer base? Does your organisation have certain religious, ethical or ethnic values? Learn how to match your customer profile to your values to create an authentic and marketable message Ways of understanding your target market demographics and behaviors to identify relevant and appropriate channels to market through Kerri Rivett, Chief Executive Officer, Shepparton Villages Jo Breen, PR/Marketing & Fundraising Manager, Shepparton Villages Kerri has held Senior Management positions within the public, not for profit and mental health sectors, giving her an excellent understanding of aged care in an urban and rural setting. Jo has a strong career in journalism, marketing and management across a range of organisations. Currently the PR, Marketing and Fundraising Manager at Shepparton Villages, she was previously a senior executive with the McPherson Media Group. Jo was twice nominated for the Telstra Businesswoman of the Year Award and has won a number of industry awards in news and marketing. 4:30 End of day three

7 Registration www PO Box H264 AUSTRALIA SQUARE, NSW, LOCATION & DATES: 28 February 2 March, Four Seasons Hotel, Sydney PRICING DETAILS: PLEASE NOTE: PRICES EXCLUDE GST Your selection: Please Indicate with Aged Care Provider Rate Super Sneaky Rate: Pay By 23rd Dec Early Bird Rate: Pay By 17th Feb Standard Rate: Pay After 17th Feb Workshops only $999 $999 $999 Conference only $1599 $1899 $2,199 Conference and Workshops $2299 $2599 $2899 Vendor and Solution Provider Rate Conference Only $2899 $3299 $3599 DELEGATE ONE DELEGATE TWO DELEGATE THREE DELEGATE FOUR YOUR COMPANY DETAILS Company Postal Address Postcode PAYMENT DETAILS CHEQUE EFT CREDIT CARD I have enclosed a cheque for $ payable to Konnect Learning* Konnect Learning (Commonwealth Bank)* BSB: Account number: Please charge my Mastercard Visa AMEX ^ Please note AMEX attracts a 2.5% credit card fee In the amount of $ Signature Card No. Expiry / on card Security Code * Please quote the invoice number and company name upon payment via EFT or cheque. Payment is required prior to the event. An invoice will be ed to you with any queries. CANCELLATION POLICY The following cancellation policies apply to all Konnect Learning events. Whilst Konnect Learning is sympathetic to the inevitability of changing circumstances, Konnect Learning incurs costs for each cancelled registration. It is for this reason that the following cancellation policies are non-negotiable: If a registration is cancelled more than 21 working days before the date of a scheduled event, the fee of that registration will be refunded, minus a $300 processing fee; If a registration is cancelled between 21 and 7 working days before the date of a scheduled event, the registered participant will receive a redeemable credit note that can be used to attend another of Konnect Learning s events (subject to availability of venues); If a registration is cancelled less than 7 working days before the date of a scheduled event, Konnect Learning is unable to issue a refund or credit note due to the significant expenses already incurred by Konnect Learning. CHANGES TO EVENTS A tremendous amount of effort is spent to ensure all of Konnect Learnings events proceed as originally marketed. It is with regret that circumstances beyond Konnect Learning s control can prevent this from happening. As such, Konnect Learning reserves the right to change the speaker and/or agenda details at any time throughout the marketing lifecycle of an event. It should go without saying that Konnect Learning will diligently minimise the risks of changes to any event and will always ensure events deliver the content that is advertised. Konnect Learning will notify all participants of any changes in a timely manner leading up to an event. CUSTOMER PRIVACY Konnect Learning takes diligent action to ensure all client details are protected. Furthermore, we respect our customer s right to opt out of our various promotional activities for relevant, upcoming events. If you do not want to receive further information about our upcoming conferences, training courses and learning experiences, please tick the following box: ONCE YOU ARE REGISTERED, WHAT IS THE NEXT STEP When you have registered for an event, and that registration has been received by Konnect Learning, you will be sent a confirmation . This will include your invoice and any relevant information regarding the event you are registered for. Konnect Learning will regularly keep you updated regarding the events for which you have registered. If you require any further information, visit our website at or call us on