Benchmarking board performance: 500 board reviews later

Unlock evidence-based insights into board performance
A growing and transforming sector

Helping Aged Care providers deliver quality, person-centred care to older Australians.

Talk to us today

Aged Care

Today, the Aged Care sector supports 1.3 million elders. By 2022 it will support 1.5 million and by 2039 approximately 3.3 million.

The scale of demand, along with significant structural disruption across the sector, is placing significant pressure on providers’ operations and financial performance. Providers are transitioning from block funding to consumer-based care, adjusting to significant regulatory changes, a Royal Commission, and balancing clients who want to remain in their home, with a funding model that rewards morbidity.

Many providers are struggling to align their internal operations and workforce with a client focused culture. Some are becoming financially unsustainable. This is despite Commonwealth expenditure that is projected to increase from $20.5b 2019, to $25.4b by 2023.

Consumer expectations and preferences have changed, including beliefs about ageing, the wish for greater choice, and expectations regarding safe, consistent and high-quality care. The shift towards a more consumer-centric model is in step with changing consumer dynamics more broadly.

The time is right for aged care providers to design service delivery based on deeper and actionable consumer insights to attract and retain customers based on their preferences.



How Insync can help you meet the numerous challenges and opportunities

Our purpose is to help aged care providers deliver safe and person-centred care to older Australians. We do this by helping you engage more effectively with all your stakeholders. We know we are successful when we see our clients improving their EBITDA, occupancy rates and service hours, reduce churn, resourcing costs, and reportable incidents.

We focus on four key outcomes that will drive your success:

1. Attract and retain the right people

The challenge
  • Demand for aged care services will outstrip the size of the current workforce within three years.
  • Attraction and retention strategies, an effective employee value proposition, engagement/ alignment, and a positive organisation image are key issues for providers
  • Providers face high costs of turnover, including significant movement between providers
  • Care work emphasises teamwork and communication
  • Negative publicity about aged care is driving candidates towards primary health and community services
The solution
  • Insync combines evidence-based insights and benchmarking, with specialist industry knowledge to co-create solutions with providers.
  • We identify a Provider’s strengths and vulnerabilities, eg. “I see a future with this organisation”, “I have a sense of job security”
The outcomes

2. Align and engage your people

The challenge
  • A large proportion of the aged care workforce is neither engaged or enabled, putting strategic priorities and organisational performance at risk. (Australian Aged Care Workforce Strategy Taskforce, 2018)
  • The scale of disruption and change in Aged Care will only be navigated effectively when people are engaged by what they do and aligned to your vision and goals.
The solution

We paint a picture of the strength of alignment with your strategic vision and goals, as well as give insight to what’s driving engagement.

Increase your organisation’s overall performance with our expert insight into areas needing improvement and advice from our specialist aged care team.

When we partner with you, you’ll get access to market leading, customised benchmarks, where we can compare your organisation against others.

The Alignment and Engagement framework will give you the confidence to drive real strategic change.

The outcomes
  • Improve service quality
  • Improve productivity and effectiveness (discretionary effort)
  • Reduce operating expenses
  • Improve employee experience

3. Build a sustainable organisation

The challenge

The transition to a consumer directed environment is revealing key capability gaps, and misaligned skills and competencies. Particular problem areas include:

The solution
The outcomes
  • Link customer feedback to strategy
  • Improve leadership effectiveness

4. Understand and meet the needs of clients

The challenge
  • The negative public perception of aged care service quality and provision.
  • Older Australians have increasingly complex care needs that frequently require multidisciplinary services drawn from across aged, health and disability care. However, there is poor coordination across these systems contributing to reduced access to care, diminished care experience.
  • Consumer expectations and preferences have changed, but the system is difficult for consumers and their families to navigate and control. It is difficult for consumers to find appropriate resources and staff to meet their needs and expectations
  • The shift towards a more consumer-centric market in aged care is consistent with changing consumer dynamics across the broader economy. The time is right to design service delivery based on deeper and actionable consumer insights.
The solution
The outcomes
  • Consumer touchpoints identified in their ageing journey
  • Client promise defined explicitly
  • Client centric culture
  • Care needs, care preferences and expectations of consumers identified
  • Service model, care model and care profile aligned to the customer and employee experience

Some organisations we've helped

We support a wide range of industries

Beyond aged care, we provide help and support to a number of differing industries. Some of those include:

Need help getting started?

Talk to us today about how we can help you deliver safe and person-centred care to older Australians.

Aged Care industry insights

Why a client-centric culture is the way forward for Aged Care

The release of the Aged Care Royal Commission Final Report & Recommendations in the past week is seen by many in the sector as a welcome step.

The 5 drivers of client centricity: a blueprint for the NFP sector

The not-for-profit (NFP) sector is experiencing change at a rate that is equal to, or faster than, many other sectors of the economy.

Mission and market: evidence based insights for NFP executives

Profound changes are impacting the not-for-profit (NFP) sector. Having a clear identity and purpose can help navigate through these changes.

Employee retention in community services

This Insync study takes a closer look at employee retention in community services organisations. We examine the causes of employee turnover and the key initiatives ...