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

Aged Care Royal Commission recommendations highlight the need for a client centric approach

March 2021

The release of the Aged Care Royal Commission Final Report and Recommendations in the past week is seen by many in the sector as a welcome step. The recommendations related to the Royal Commission into Aged Care centre around the ideas of a client/ consumer first model; a new Act to ensure the health and safety of those in aged care which is aligned to their needs and preferences; systemic changes to care including increased monitoring; as well as increased access to multidisciplinary services.

While the recommendations are many, one of the crucial overarching ideas highlights the significant need for aged care to be driven by the client. Creating a culture of client centricity will be paramount in doing so, but for many providers, this will require a significant cultural shift.

With this in mind, Insync’s framework for client centricity aligns well with this need in the sector.

Client centricity model
Insync’s Client Centricity Model.

5 drivers of building and sustaining a client-centric organisation

According to Insync’s research, these 5 drivers assist in building and sustaining a client centric organisation. So what does it mean?

The first driver, Client-centric leadership is about putting clients at the centre of planning and service delivery.

The second driver Co-creating and adapting proposition, refers to understanding exactly what clients want and being clear about how your organisation can help them.

The third driver Aligning people and culture requires organisations to ensure employees have what they need, in to order to provide the best level of care to clients.

The fourth driver, Aligning of systems and processes is crucial to the sustainability of a client-centric culture, and requires streamlining of organisational processes and systems to make it easy to provide the services needed by clients.

Also important to sustainability is the last driver which is to ensure there are Systematic measurement and continuous improvement initiatives in place. This requires a systematic collection of client feedback on an ongoing basis and identification and action, in areas where improvement is needed.

Navigating the challenges faced by the Aged Care sector

We have a dedicated team to help Aged Care providers address the many challenges and opportunities they face by providing safe and people-centred care. We can help you engage more effectively with all stakeholders to improve EBITDA, occupancy rates and service hours, reduce churn, resourcing costs, and reportable incidents.

Want to learn more?

If you’d like to learn more about our work in Aged Care, or how we can support you in creating a client centric culture, please get in touch.

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