Aged Care

• 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

• 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”

• Align brand, candidate fit and candidate experience
• Understand why people join
• Understand why people leave
• Define your employee experience
• Develop an attractive employee value proposition
• Improve churn
• Reduce resourcing costs
• Improve role performance
• Improve client satisfaction

• 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.

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.

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

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

• Quality and customer focus
• Diversity and inclusion
• Role clarity
• Leadership effectiveness

• Define and embed your vision, purpose and values
• Measure and improve board effectiveness and leadership team effectiveness
• Organisational/team/individual capability diagnosis

• Link customer feedback to strategy
• Improve leadership effectiveness

• 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.

• Customer Journey Mapping
• Voice of the Client
• Customer Value Proposition
• Net Promoter Score
• Customer satisfaction score
• Customer effort score
• Patient Experience
• Align employees to your customer experience and care model

• 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