LASA National Congress 2017

Day 1 – Sunday, 15 October 2017


Plenary Session 1


2.00pm                               Welcome and Introductions                                                              Dr Norman Swan, Congress MC

2.10pm                               Welcome to Country Address                                                           Uncle Allan Lena

2.15pm                              Official Opening of Congress                                                             Graeme Blackman, Chairman, LASA

 2.20pm                             Ministerial Address                                                                            The Hon Ken Wyatt AM MP, Minister for Aged Care and Minister for Indigenous Affairs

2.45pm                              Parliamentary Panel Session                                                              Facilitator: Dr Norman Swan, MP.

Panel: The Hon Ken Wyatt, AM MP, Senator Helen Polley, ALP

3.45pm                              Keynote Sponsor Address                                                                  George Bej, Strativity Group

3.50pm                              Airtasker                                                                                               Tim Fung, Founder, Airtasker

4.35pm                              Corporate Speed Networking Sponsor Address                              Tresscox Lawyers

4.40pm                              Corporate Speed Networking                                                             TressCox Lawyers       




5.15pm                              Welcome Reception Sponsor Address                                             Tom Enright, Foxtel for Business

5.15pm                               Welcome Reception                                                                           Sponsored by Foxtel for Business


Day 2 – Monday, 16 October 2017


Optional Breakfast Sessions


7.00am                                   Breakfast #1           

The Next Game Changer – Will the co-located retirement and aged care campus style village model in quality suburban locations redefine seniors Living in 2017 and beyond?

With the retirement and aged care sectors facing challenges, operators and providers are searching for innovative service solutions. The suburban based campus style model is an increasingly more appealing product for consumers particularly with baby boomers coming on-line and providing opportunities for continuum care from  operators and investors alike. But what’s included? Retirement accommodation, aged care, supported living and prime suburban and inner city locations and anything else the market demands. In this highly interactive session our panel of industry experts will dissect the model and look at its risks and benefits.

Julie McStay, Hynes Legal Darrell Price, Grant ThorntonKiro Veleski, National Australia Bank Russell Allison, Knight Frank

7.00am                                     Breakfast #2           

A Conversation on the Current Financial Issues around Policy, Provider Issues and their Implications

This panel session will discuss the financial issues currently facing providers and the implications for challenges and opportunities in the industry in the short to midterm. The panel will consist of a number of aged care providers and industry professionals who will provide inut into the conversation.

Lynda O’Grady, ACFA / Cynthia Payne, SummitCare / Richard Rosewarne, Applied Aged Care Solutions / Donna Walsh, Kellock Lodge / Sharyn McIlwain, LASA / Anne-Marie Cox, Silver Chain

Plenary Session 2


8.25am                                     Welcome                                                                         Dr Norman Swan, MC

8.30am                                     LASA CEO Update                                                         Sean Rooney, CEO, LASA

8.45am                                     International Speaker                                                     Professor Tine Rostgaard, Denmark

This session will look at the Danish/Nordic model for aged care with a particular emphasis on social inclusion, healthy living, restorative care keeping people in their own homes longer and in highlighting some of the new technology innovations coming out of Denmark.

9.15am                                     International Speaker                                                    Jonathan Papworth, United Kingdom

A person centred approach combined with comprehensive real time evidence of care is producing outstanding CQC ratings in the United Kingdom.  This approach has a surprising additional upside for Australian providers.

9.45am                                      Fit for the Future                                                           Gihan Perera

Digital disruption, global reach, and the changing workplace affect us all, and at all levels – individual, team, organisation, and community. The future belongs to those with foresight, flexibility, and a forward-looking, optimistic focus.Take an educational, eye-opening, and engaging ride into the future to learn about the global megatrends shaping your industry, the mindset that helps you lead the change, and the skills you need to get things done in a fast-changing world.

10.30am                                     Morning Tea

11.00am – 12.30am                    Concurrent Sessions

Concurrent A1:     Legal and Regulatory – Changing Rules


11.00am                       How would you run your business if there was no Aged Care Act?

The current legislative structure effectively dictates governance and business structure in aged care in a culture of regulatory compliance and stifles creativity.  Quality care does not come from regulatory compliance. In an environment where the balance of who pays for the services is tipping toward the consumer, we need a new model. The Draft Quality Standards have identified that legislative compliance for providers of aged care services is not limited to the Aged Care Act and providers should start to focus their businesses on what is the best outcome for the business which is directly related to the satisfaction and outcomes to residents.

Sabine Phillips, Gadens

11.30am                     Changing the way the Quality Agency captures and shares the consumer experience of care and services

The Quality Agency is building on the Let’s talk about quality conversation to develop a new consumer interview in partnership with Latrobe University’s Australian Institute for Primary Care and Ageing. The interview tool will enable better capture and report on the consumer experience of aged care in Australia.

We are also enhancing our regulatory intelligence and risk based approaches through introduction of a computer assisted audit tool (CAAT) – a tablet-based system for the recording of information from staff, care recipients and family members in residential aged care. This system enables the capacity of a risk based approach for regulatory interventions because it is capturing a much richer data set of observations and considerations of the quality assessment team during audits.

Nick Ryan, AACQA

12.00pm                    Changes to privacy obligations – can your brand survive a privacy breach?

Aged care in Australia is undergoing an evolution, powered by technological and regulatory change. Australians are becoming more connected with each other than ever before, powered by the rising use of social media. But aged care providers, who handle sensitive and personal information, must pay close attention to their privacy obligations, even as they change their business models to fit the changing landscape. Craig Subocz of Russell Kennedy gives a practical presentation on privacy and how it affects aged care providers, their suppliers and the people in their care.

Craig Subocz, Russell Kennedy

Concurrent A2:     Innovation – Nutrition and Dining Focus


11.00am                    Lantern Projects Explore – App – Case study insights to aged care dining experience

The Lantern Project’s Explore App – A tool for gathering food stories in Aged Care.
The agedcare dining experience has the potential to make or break a resident’s day. Statistics suggest the latter occurs regularly, with rates of malnutrition amongst aged care residents significantly higher (>50%) than those seen in the community (10-30%) and acute hospital settings (30%). Poor satisfaction with the food service is a significant moderator of food intake. As food is often used as a barometer of quality of care by residents and family in RACFs and staff time is limited, an accurate, time-efficient tool to measure satisfaction and mealtime values is important.’s EXPLORE app powered by intellegence-based software has been developed and tested through the Explore Study to gain unique insights around the agedcare dining experience for the purpose of enacting positive change. This presentation will share study results and demonstrate how RACFs can use it to gain powerful insights in real-time and enable timely targeted and measurable change.

Cherie Hugo, The Lantern Project Australia

11.30am                    You are what you serve up! Innovation model led by Head Chef

The Henley on Broadwater, a vertical retirement community and aged care provider, recently reviewed their catering operations. The process began with a survey of all residents, which informed menu design, dining options, service processes and workforce.

It is no longer one size fits all – menus are emailed to each resident; people on a care package choose between meals in the dining room, phone order for self pick-up, or delivery if required; a daily specials board is in the foyer for lunch; and they serve an evening buffet. The Bistro is now too small and everyone’s talking food.

As the baby boomers move from being carers to being the care recipients, they will bring their collective opinion to the discussion on what constitutes a good service worthy of mention. If we think our consumers have a lot to say about food now . . . we ain’t heard nothin’ yet!

Tibor Paller, Noagroup

12.00pm                    Improving Health & Length of Stay – A Focus on nutrition with measurable outcomes

Malnutrition is a massively unrecognized national problem within Australian Aged Care facilities. Caused by disease?! Or simply lack of awareness?
Complex in nature & devastating in consequence, it requires urgent attention.

A new innovative Malnutrition Model of Care, piloted at one VIC and one QLD facility has led to significant positive clinical outcomes, including a reduction in pressure injuries and falls, fewer hospital admissions and shorter length of stays.  Additional data shows improved staff satisfaction and renewed passion in nutrition management. Please come along and see how this has developed over the past 18 months and is being achieved through passionate leadership, collaborative partnerships and tailored specific client centered care.

Liz Purcell, OSCAR Hospitality


Concurrent A3:     Core to Game Plan – People are Key


11.00am                    Future Fit Leadership: Preparing for a purpose-driven workforce and population ageing

Our industry is not only experiencing a shift in expectation from our ageing population, but also from an evolving workforce wanting happiness and meaning in their work.

BallyCara has a unique approach to service delivery, based on positive psychology, which embraces our clients preferred futures. This requires “fit” players (employees) who can help us to enhance the experience of our clients, and ensure they prosper in their own growth and goal setting.
You’ll learn about our entrepreneurial approach to leading our people, workforce development, and a focus on purpose, building leaders who inspire healthy and happy living for our community.

Nicole Devlin & Tim Mahlberg, BallyCara

11.30am                    It’s your move; accountability & empowerment in aged care

IRT Group believes that to thrive in a market-driven environment, it must empower its employees to be more innovative and customer centric. Over the past 18 months IRT has embarked on a journey to transform its culture, and prepare its 2300-strong national workforce for a future in which ‘doing more of the same’ is not an option.

IRT began its journey by benchmarking its current culture, identifying its target culture, and implementing a Culture Plan to move to its target culture by 2020.

Systems, policies and practices were re-engineered to give employees greater autonomy to make decisions, while increasing their accountability for their performance.

This decision-making is guided by the ‘voice of the customer’ to ensure IRT’s products and services better meet their wants and needs. An excellent customer service experience is now standard at IRT. In ‘It’s your move’ IRT will share how it’s successfully empowered its people through its culture journey.

Campbell McGlynn, IRT Group

12.00pm                    Workforce or Workfarce –  Competitive advantage through human capital management.

Where staff and frontline workforce intersect with clients is going to be the new frontline in the war for clients, for talent and ultimately for survival.
After recruiting over 12,000 carers in the last 2 years, we have some great data to share about what might be the difference between survival and flourishing.

Far from being a commodity, carers will be the arbiters of all things quality and will determine your customer engagement.
Come and learn from 2 years worth of data about what the opportunities are in human capital management. The session promises to call it how we see it after providing services to the aged care industry in that time, the lessons to be learned, and the opportunities we see available to the industry to gain leverage in their markets.

Helen Kemp, Newly

Concurrent A4:     Buildings are Assets Too


11.00am                    The Feeling of Space

How do we, as architects, thought leaders and interior designers bring about inclusive design to empower the lived environment of Seniors living solutions? How do we engage through the senses? How do we feel when we enter a space?

The shift in seniors living design culture is the questioning and driving the philosophy that the design built environment must include interior design thinking, ideas and input that provokes the senses.

This design thinking, and implementation, enables consideration of well thought care models and philosophies. The fundamental principle that interiors with feeling, enhances and enables socio-psychological needs  by providing social opportunities and living spaces that empower residents from differing cultures, backgrounds and individual lifestyle philosophies.

Sensory, interactive & personalised spaces create experience and facilitate emotions so that the end user feels a sense of place, a sense of value, a sense of association and a lifestyle enriched with texture, light, scents, memory, stimulation and retreat.

Rulla Asmar, Thomsonadsett

11.30am                    As if Architecture Matters… for Aged Care

A nursing home is like no place we’ve ever lived: a place of potentially stifling, unchanging indoor constancy. A place one never leaves, but spends 24 hours, 365 identical days a year.

Wellness associated with mental and physical health is essentially linked to environment and sensory stimulation; the opportunities to access natural light, air, textural variance, sounds and scents of the outdoor world.

Architecture matters. Architects are strategically positioned to take a game-changing role in raising the profile of aged care facilities globally; as designers we work proactively to secure the wellbeing of this particularly vulnerable client group through design excellence.

An aged care facility is not about the commonly expected ‘hotel’ or ‘resort’ model – it’s about creating a sense of belonging where the unfamiliarity is engaging, warm, varied and focused on positive human experience.

Lara Calder, Calder Flower Architects

12.00pm                    Architects On Tap or On Top? 10 Rules To Build the Facility You Want (and Keep Yourself Nice)

A well designed and executed aged care facility can provide you with a competitive edge: better care outcomes, greater resident, family and staff satisfaction and more efficient staffing levels.

Your organisation has spent a significant amount of time developing a model of care and services that will make your aged care facility a great place to live and to work.

Now it’s time to convert your vision into reality and build that new home. Boldness, strength and bravery are all essential qualities:  but equally you need a plan and a strategic approach to the project.

Designed for Providers with no in-house building professionals or limited overall development experience, this session will provide 10 rules for managers on how to ensure that your vision and operational priorities survive the design and construction process.

David Ettershank, Outcomes Plus, and Luke Naughton, Johnstaff Projects

Concurrent A5     Leading the Pack – Focus on Dementia


11.00am                    Memory café role in providing innovative outcomes

“Great things are done by a series of small things brought together” (Van Gogh).

The Lantern Memory Café is an example of this. From a shared value base and professional relationship between Centacare Enoggera and Churches of Christ (CoC) a passionate desire to help create a Dementia Friendly Community emerged. We hope to break down barriers to be more inclusive, understanding and supportive of people living with dementia with flow on effects for wider society. This initiative has engaged people with dementia and advocates from the outset. The space is designed in an open engaging, dementia friendly way. This Memory Café meets bi monthly and was opened on the 25th of November last year with John Quinn and friends officially cutting the ribbon. We are privileged to have a reference group of clients who inform and direct this project, e.g. suggesting speakers or information they wish to be covered.

Caroline Grogan, Centacare Enoggera Community Services

11.30am                    AViD – Ahead of the game, active volunteering model

Volunteers are valued members of aged care teams. However, there is little empirical evidence surrounding volunteer training programmes to support people with dementia living in residential aged care.

Churches of Christ Care are innovatively addressing this gap through an Active Volunteering in Dementia (AViD) project. AViD prepares volunteers to engage in meaningful interactions with people living with dementia and tailor leisure activities to meet their preferences, through a structured training programme.

Training includes education, mentorship, peer-support and workplace activity initiatives. Four volunteers and nine people with dementia living in aged care were initially recruited. Outcomes were assessed pre-training and again six months later.

Pilot results are promising and include increasing positive attitudes towards people with dementia and volunteer satisfaction. As suggested by others, positive attitudes to people living with dementia promotes quality care. We are now replicating it in a larger sample to determine more generalizable outcomes.

100 word synopsis: Demystifying dementia – creating positive attitudes towards people living with dementia

Patricia Dargent, Churches of Christ Care

12.00pm                    Flametree Dementia Care Project

The innovative Flametree Project at IRT Woonona has been achieving better care outcomes for aged care residents living with dementia, their families and staff. Flametree incorporates best practice and cutting-edge environmental design, such as improving sight lines between residents and staff, skirting boards and corridors painted different colours to help with way finding, and murals and street scenes created on exterior walls.

Craig Hamer, IRT Group


Concurrent A6: Seniors Living


11.00am                    Senior Living Innovation         

Senior Living Innovation is a major research collaboration between QUT and five leading industry partners that aims to reconceptualise the experience of ageing in Australia with a focus on the senior living industry. The research will inform policy development and decision making in the senior living industry by delivering robust evidence, best-practice standards and practical tools for the planning, construction and operation of senior living environments.                                    

Professor Laurie Buys, QUT

11.45am                     Recognising Retirement Villages as a Critical Aspect of Age Services

How can we collectively change community perspective?

Paul Murphy, LASA / Nick Loudon, Seasons Aged Care / Danielle Lim, Aveo Group / Terry Green, Department of Housing and Public Works

12.30pm – 1.30pm                    Lunch

1.30pm – 3.00pm                     Concurrent Sessions

Concurrent B1:     Gearing for More Complex Care


1.30pm                     Technology – Helping or Hindering. How data will enable more complex care management

Technology doesn’t have all the answers. Using siloed applications to solve small pieces of a problem only further fragments our aged care system. The game changer is when you combine client engagement, clinical data, care data and personal health data for a 360° view of a client’s health and wellbeing. We need to move from individual services and systems to the broader ecosystem. Using global and local examples, we will show how health platforms create tools more valuable than the sum of their parts, including some platform examples available to us today, drawing upon risk mitigation strategies when implementing a health platform and the stakeholders you will need along your transformation journey.

We will walk attendees through:
• How to quickly and cheaply assess health technology;
• The options for risk mitigation;
• How to avoid analysis paralysis;
• Health platform case study from Switzerland.

David Bacon, Telstra Health

2.00pm                     Changing Times: New Methods for Aged Health Service Delivery

Bolton Clarke is a large, Australia wide, multi-sectorial health care and supported living provider. The organisation employs over 6200 staff to deliver high quality, evidence-based healthcare to consumers through ‘at home’ support, retirement living and residential aged care services. Innovative practices are essential to support access to expert nurses and information, which can be challenging. Utilisation of information and communication technology is a pivotal driver for bridging the gap in service delivery. We have addressed this challenge via several platforms:

  • Tele-consultation. Consultation through tele-conferencing which provides timely access to specialist nurses for consumers.
  • Triage framework. A tool to provide guidance on referral priority based on consumer clinical need.
  • Clinical Information Hub. One stop shop, online platform to access up to date, evidence-based, clinical information which is moderated and managed by subject matter experts.
  • The efficiencies and effectiveness of each platform will be discussed within the community nursing context.

Tracy Aylen, Bolton Clarke (the new face of RSLCare+RDNS)

2.30pm                     Evaluating a New Residential Model of Care

A ‘model of care’ is a complex set of conceptual and/or pragmatic elements, which provides a framework for providing a particular type of health or care service. New models of care commonly emerge from practice, in response to identified service gaps and a desire for quality improvement. Their complex nature and emergent development can make them difficult to define, and hence to evaluate. This presentation describes the evaluation framework that has been developed for Benetas’ new residential model of care. The model is based on three principles: A home first (home-like living environment); People Who Care (holistic approach, continuity of staff); and Complete Integration (of service, system and process elements). The presentation describes the program logic model which articulates the model of care’s key elements and expected outcomes. It also describes the evaluation approach, including evaluation of how the model is being implemented in practice, and the outcomes being achieved.

Dr Catherine Joyce and Paula Trood, Benetas

Concurrent B2:     Winning the Game


1.30pm                     Athlete – professional or amateur – what do the top financial performers do differently?

The aged care sector is large and diverse and the financial performance of providers does vary due to a number of factors. Through the StewartBrown Aged Care Financial Performance Survey Stuart Hutcheon, StewartBrown Managing Partner, has reviewed the detailed financial and supporting data from over 830 residential aged care facilities and 455 home care programs across Australia to examine the factors that can affect financial and operational performance. StewartBrown has sought out providers for this presentation to discuss and provide insights into the trends and drivers of higher financial performance by the top 25% of the sector. Stuart will discuss these insights and provide practical examples of changes providers can make to improve outcomes.

Stuart Hutcheon, StewartBrown

2.00pm                     International Rules Played the Australian Way

Australia is not alone in facing the rising tide of frail aged.
Overlaying international trends in residential and home care on the Australian Policy setting provides leaders of organisations with insights into the possible direction of policy changes.
Providing outcomes form contemporary qualitative research on consumer preference provides another powerful perspective that will inform key decision makers
Combined the policy and consumer perspectives will enable Providers to understand the game, how it is changing and how their game plans will be impacted.
With the insights and evidence gained from longitudinal research undertaken by us Providers can develop more sustainable business models  or gain confirmation that there current models are sufficiently robust to play to win

Bruce Bailey, Pride Living Pty Limited

2.30pm                     From Test Cricket to T20 – Playing to win in the new aged care game

What will the successful residential aged care provider of the future look like? Traditional approaches are ripe for reinvention. With reference to cricket’s recent transformation, Nous will explore the features of emerging and future care models, including;
œ *The new rules. In the context of consumer control and funding constraint, providers must understand the outlook for further deregulation of aged care supply and the integration of health and social care.
œ *The tactics. Providers must choose whether they will invest solely in traditional residential aged care models or allocate investment to hybrid care models and/or new prototypes for models of care.
œ *The team. New operating models will require a very different ‘first eleven’ to be selected. Providers must understand and align the organisational capabilities necessary to deliver success.
Drawing on practical examples and deep sector experience, Nous will highlight the choices, strategies and ‘keys to winning’ the new game.

Richard Ainley and Stephen Teulan, Nous Group

Concurrent B3:     People and Workforce


1.30pm                     What Motivates Talent in the Healthcare Sector

The healthcare sector is exposed to continual change due to numerous factors, such as the evolution of regulations, policies, and care delivery, as well as the expansion of health services, technology, and payment models. To keep up with this fast paced environment, the right leader is required for the job. Although customer satisfaction and patient experience are fundamental for anyone working in this sector, the changing landscape requires a different type of leader who considers employee motivation, engagement, and innovative learning methods. Learn insights on what organisations should look for and focus on when recruiting successful leaders and what motivates the future pioneers of Australia’s healthcare organisations.

Wayne Bruce, Ccentric Group

2.00pm                     Thriving Staff, Exceptional Care  

In a care-focused industry it is not simply a matter of getting employees to do their work, but rather how to get them to do their best work. Thanks to decades of research in Psychology and Neuroscience, we now know much about the conditions and processes that enable people, groups and organisations to thrive. The practical applications can significantly improve the performance and well-being of staff, well-being of residents and business outcomes. Constructs such as Resilience, Mindfulness, and Strengths are some that are becoming commonplace in many corporate/industry sectors, however they are as yet to be harnessed by most aged care providers. It’s time. Learn about how cutting edge academic research is being bridged with practical application at the facility level in order to strengthen the level of care provided, to promote the long-term well-being of care personnel, and to fine tune organisational efficiency and effectiveness.

Michael Hines,ThriveCare

2.30pm                     Effective Pre Employment Risk Assessment 

Getting the right staff has never been more important in the aged care sector. Reputational and OHS risk from unsafe employees cannot be ignored.
Lutheran Community Care with the assistance and oversight of Dr Rob McCartney (Occupational Physician) have implemented a suite of efficient and effective strategies to build a sustainable workforce with the right attributes and skills to work at the human interface.
One of the solutions was the development of an innovative pre-employment risk assessment tool that provides evidence-based information in a timely and efficient manner enabling prompt decisions.
Accurate real-time data enable better informed strategic workforce planning.
Preliminary revealed that 15% of applicants as higher risk which raises questions about the existing workforce and risks around fitness for duty?

Dr Robert McCartney, Resile


Concurrent B4:     Small or Agile is the New Black


1.30pm                     Revolutionising Aged Care – Small Scale Living

Synovum Care Bellmere is a world first in aged care and offers freedom of movement, a safe and family friendly environment and individualised care underpinned by a wellness and empowerment approach.
The design creates the right environment for our vision, ‘Your Life Your Way; as normal a life as possible’ to come to life.  The community consists of 17 Small Scale Houses which are domestic style homes.  The outdoors accounts for more than 50% of the design and is made up of ‘normal’ street scapes that include a town centre.  Cutting edge technology enables us to balance safety and independence for our residents.
Natasha Chadwick will provide evidence that the small scale living model works as well as insights into the improvements in residents’ wellbeing, the staffing model, the financial model and the technology infrastructure that underpins this game changer in aged care.

Natasha Chadwick, Synovum Care Group

2.00pm                     Home2Home – small neighbourhoods + resident choice = improved lifestyle outcomes  

Large, cavernous, soul-less aged care homes are a thing of the past.  Residents want their own private space (single room with en suite) but in a smaller home-style environment – they do not want to eat in large cafeteria-style dining rooms but in smaller private dining areas, where food is cooked and served fresh, with people they can build friendships, and trust. Residents want to choose when they rise, when they eat, and what they do in their day. But how do you turn a “traditional” aged care home into a home of smaller neighbourhoods without a rebuild? How do you bring your staff along on the journey, change years’ of time and task orientated work into a more flexible, and fluid environment, where residents are now in charge of their day?  How do you do all of this without affecting budgets, current accreditation standards, EBAs and more?

Karen Wilson-Holmes, Lifeview Residential Care Pty Ltd

2.30pm                     Uber Tactics – New Thinking in Home Care

Uber inspired thinking is transforming the home care landscape.  Traditional delivery models are being reshaped.  Consumer expectations are shifting.  And tech savvy intermediaries are taking a cut.
‘Uber Care’ raises a range of commercial, operational and compliance issues for approved providers and brokered services.
Come and hear us unravel some of the mysteries of ‘Uber Care’ landscape; debunk some misconceptions; and challenge the way you view home care opportunities and risks. We will talk you through options for legal structures, quality and compliance risks as well as workforce issues and provide practical strategies for managing these risks.

Anita Courtney, Libby Pallot, Solomon Miller, Russell Kennedy

Concurrent B5:     Structural Game Plan


1.30pm                     Strategic communications for merger, acquisition and IPO success

Mergers, acquisitions and IPO’s are increasingly common in the aged care sector, Acknowledging the natural exuberance of business owners, boards, investors and executive teams, we must consider with level head the range of emotions that this activity elicits in all stakeholders near to the business and further afar. We must consider the best communication strategy for responding to all stakeholders, remembering that when corporate activity accelerates, emotion drives markets.

Rhod Ellis-Jones, principal consultant for Australian agency Ellis Jones will build a picture of ‘the end game’ for major structural and ownership changes, and step the audience through the four key elements of strategic communications to get there:

1. Understand and bolster perceived  value
2. Bring employees with you
3. Deliver on the promises
4. Never fail on purpose

Rhod Ellis-Jones, Ellis Jones

2.00pm                     Mergers & Acquisitions – Managing Risk and Deal Protection

Mergers & Acquisitions in the aged care sector is becoming increasingly sophisticated and challenging given the diverse mix of industry participants.  What are the key risk issues in executing and completing a transaction?  What are the key mechanisms for managing risk at each stage?  What is “deal protection”.  We will examine the key insights and lessons learnt.

Klay Brown, Clayton Utz

2.30pm                     “Getting to the Finish Line”… Achieving Success in Competitive Acquisitions

The mergers and acquisitions market is on the move again. In 2017, more providers are making the decision to divest parts or all of their aged care businesses and this is welcome news to the many organisations looking to expand through acquisition. Many have had to wait patiently in an environment of fierce competition and heavy pricing.

The key to acquisition success is understanding the vendor – what are they trying to achieve through the sale of their business? How can prospective purchasers address their priorities without having to overcompensate through price?

Ansell Strategic has facilitated the sale of over $500 million in aged care asset sales, working within the Not-for-profit, For-profit and government sectors. This experience reveals a massive difference in the way organisations promote their appetite for investment and sell their value proposition when they are invited to buy.

This session would focus on helping those organisations that are serious about growing through acquisition and well as those looking to divest. Case studies will be used to demonstrate successful strategies that have helped smart providers to secure the assets they have been chancing without breaking the bank.

Cam Ansell, Ansell Strategic Pty Ltd

Partnered Session     The Governance Institute


1.30pm                     Practical Implementation of the Aged Care Governance Guidelines

Adding value to governance in aged care is a practical guide for any potential or current member of a board of an aged care provider. It covers:

  • the unique challenges facing the governing bodies in the aged care sector
  • a checklist for potential directors when undertaking due diligence before taking a position on a board
  • issues that a board should consider when inviting a new member onto the board, including the skill set needed to navigate the challenges ahead
  • the relationship between the board and management
  • advice on interacting with stakeholders
  • guidance on volunteer management
  • risk management responsibilities.

Catherine Maxwell, Governance Institute Australia

3.00pm – 3.30pm                Afternoon Tea

Plenary Session 3


3.30pm                     Healthy Ageing                                              Dr Norman Swan

Healthy ageing means optimising opportunities for physical, social and mental health to enable older people to take an active part in society and enjoy a beneficial quality of life. This holistic approach through a lifetime of good health enables older people to continue to contribute socially, culturally and economically to the wider community and all aspects of their lives.

4.15pm                    Healthy Ageing Panel Session                      Facilitator: Dr Norman Swan         

The panel discussion will incorporate discussion on a range of projects, research, innovation and considerations that promote healthy ageing, which will encourage attendees to not only consider their own well being but also enhance the lives of their residents and clients. A gathering of esteemed and leading authorities who are working to promote healthy ageing will provide stimulating insights and practical approaches healthy ageing.

Jane Flemming, Live Life, Get Active / David Kelly, SAHMRI / Adjunct Professor John Kelly, The Heart Foundation / Dr Haley La Monica, Brain and Mind Centre

4.55pm                    Pre-Dinner Drinks Sponsor Address              Michael Dalichau, Mirus Australia


5.00pm     Pre-Dinner Drinks                                                          Sponsored by Mirus Australia           

6.30pm      Taste of Gold Coast Dinners                                       (See networking functions page for restaurant options)         



Day 3 – Tuesday, 17 October 2017


Plenary Session 4


8.50am                                     Welcome Day Three                                                                                          Dr Norman Swan, MC

9.00am                                     Plenary Sponsor Address                                                                                 Angela San Diego, Marsh

9.05am                                     Aged Care Roadmap and LLLB Review Update                                              David Tune AO PSM

9.25am                                      Aged Care Roadmap and Living Longer Living Better Review Update        Panel Session

David Tune, ACSC / Dagmar Parsons, National Seniors / Lynda O’Grady, ACFA / Felicity Walker, Office of Complaints Commissioner / Michael Culhane, Aged Care Policy and Regulation Division (DoH) / Andrea Coote, Quality Standards Advisory Group

10.25am                                     Sponsor Address

10.30am                                     Morning Tea

11.00am – 12.30am                    Concurrent Sessions

Concurrent C1:     Finance Solutions – Funding Growth and Options

11.00am                      Will Australian aged care providers invest, acquire or consolidate for growth?

In the next decade the context of aged care will change profoundly – driven by digital technology, social media, data analytics, regulatory amendments, and a maturing health care consumerism. As these forces become part of the core business of aged healthcare – new ways of thinking and transformative business models will become paramount. The scene is now set for strong levels of M&A in the sector, with strong growth and consolidation opportunities available to stay ahead of the game.

This presentation will provide a view on the likely shape of acquisition and consolidation for Australian Aged care operators; including Opco Propco deals, ongoing appetite from private equity and superfunds and a growing interest from local aged care operators in the Asia-Pacific region.

Trevor Pogroske, EY

11.30am                    Private Equity – why it matters to the not for profit sector

Be Bold – Private Equity will fund competition, then get out
Private equity firms are circling the industry seeking a capital play that will generate wealth for their investors.. they will focus on capital efficiency in the first place by leveraging investments and funding deals… once in play operational efficiency will generate the returns that investors have come to know and expect from these firms.. whys does this matter, because to optimise their investments and realise the gains they will seek those demographic areas that provide the greatest returns… increasingly this will be adjacent to current services where they believe the demand lies..

Graham McManus, Grant Thornton

12.00pm                    Accessing Equity in RADs and Independent Living for Residents / post CDC World Combined

For operators, every RAD adds to the Government’s liability leading to calls for greater protection and remain limited in its use. In retirement villages, the use is more loose but the protection mechanism is there.
From the residents’ point of view, a RAD in aged care or lump sum in villages impacts the means tested care fee but is otherwise ‘dead’ money that cannot be accessed to fund other costs of ageing while still remaining restricted.
Sale of the home remains the most common way to buy in but as equity in homes falls, that is a challenge. Residents continue to face challenges to fund care services.  Various strategies exist to assist residents such as third parties paying for RADs and deposits to secure payment.
This presentation will discuss for aged care and villages:
• what is the nature of the ’equity’ residents actually hold
• what is its security held
• current forms of assistance – third party (family etc) loans; ‘probate’ issues
• products that have been developed and could be developed to aid provider growth and assist consumers to access care services more efficiently,
• Government’s response to current products and legislative changes needed
• the role of providers to innovate in their financial model and contracts to assist residents to release their equity

Arthur Koumoukelis, Dentons Australia


Concurrent C2:     Innovation in Models


11.00am                   Playing to Win Together – Increasing the Odds!

The “whole is greater than the sum of the parts” flies in the face of traditional single service provider program design.
In an increasingly competitive game field of government subsidised services, BallyCara embraces the belief that by bringing individual organisations with their networks, links and relationships together as a `super provider` achieves client outcomes that would be harder to deliver in isolation.
Our STRC consortium coaching model provides operational clinical expertise, care delivery and assistive technology across 3 service delivery partners enabled by a shared technology platform.

In this session we will outline our collaborative approach to utilising lead coaches, experiential learnings and meaning-centred goal setting for client outcomes. By engaging with our partners we are delivering more integrated healthcare with our “achievers” (clients) benefiting from a more cohesive network with an increased variety of service offerings.

It’s quarter time and let’s review the game plan with our coaches.

Kate Newton & Paul Johnson, BallyCara 

11.30am                   Tech, Tea and Tales: fostering resident well-being and intergenerational connection through an innovative social enterprise model

Humankind Enterprises, ‘Tech, Tea and Tales’ is an innovative intergenerational program that employs young jobseekers to spend one-on-one time with individuals in residential care, recording their life stories and experiences, and helping them learn how to use new technologies to connect with friends and family and pursue their interests.

Jewish Care is the first Australian aged care provider to have adopted the program, which was delivered for the first time at Jewish Care’s Montefiorre residence early in 2017. The program evaluation identified a range of significant benefits for participating residents, increased interest in the aged care profession among young employees, and striking staff reports of the program’s impact in the facility.

The program is presented as an innovative model with strong potential to be replicated to enhance resident wellbeing and satisfaction, and to attract young employees into the aged care industry.

Sophie Weldon, Humankind Enterprises & Bill Appleby, Jewish Care

12.00pm                    Bring the Voice of our Customer to Life – Listening to the Moments that Matter the Most

SummitCare has a proud history of providing residential care for over 50 years, and more recently Home Care services, to over 1000 people across NSW. It is the only aged care service to be recognised for business excellence, having achieved gold under the Australian Business Excellence Framework (ABEF) and is a well recognised leader in the sector. In recognition of the change around Consumer Directed Care, increasing compliance and disruption and  market driven competition, SummitCare has focused on deeply understanding both present and future customers and noncustomers. Carla, Claire and Sue with provide detailed information on SummitCare’s  “Customer Journey” and how customer experience influences strategic focus and initiatives. The team will detail the initiatives that have been implemented as part of the Customer Journey and will provide insight into how truly listening to our many customers continues to enhance our customer experience.  Ideal for delegates who are developing consumer facing strategies with a 5-10 year horizon.

Claire Ward, SummitCare


Concurrent C3:     Bringing a New Focus


11.00am                   The role of research in aged and health care services

Aged care and health services for older people should have a strong foundation in research evidence. This is an important game changer for funders and consumers.  Through research we can answer such questions as: what type of service will deliver the best outcomes for older people? and Is the service cost-effective? In the era of consumer-directed care consumers need to (and want to) know that they will benefit from a service. Funders need to be assured that money is being well spent. This presentation will provide a case study of a research institute embedded within Australia’s largest independent not-for-profit health and aged care provider.  Our innovative research and knowledge translation approaches, using examples from our research into models of dementia care, social isolation and medication management, will demonstrate how we are contributing to the evidence based practice and policy game within our organisation and in the broader arena.

Judy Lowthian, Bolton Clarke (the new face of RSL Care + RDNS)

11.30am                   Primary Health Networks: Changing the game in residential aged care

Preventable emergency presentations by residents of aged care facilities can result in unfavourable health outcomes and significant health care costs. The Innovative Models to Support RACFs project was implemented by Brisbane North PHN in July 2016. It offers a multi-prong approach to improving emergency presentation rates through the provision of geriatric outreach, standardised care pathways and handover tools.
This presentation looks at how developing strong partnerships with Primary Health Networks can be a game changer for both residential aged care and the acute sector when it comes to preventable emergency presentations. It will explore the impact the project had on hospitalisation data from date of implementation to October 2017. More importantly, it will examine how involvement by the PHN encouraged collaboration between sectors, and how this improved project effectiveness. It will conclude that PHNs provide the vital link and “support play” between acute, primary and residential care.

Michele Smith, Brisbane North PHN

12.00pm                   Time for a new response to cultural and linguistic diversity

Niche aged care providers specialising in services for a specific ethnic or language group can no longer be seen as a sufficient response to people from culturally and linguistically diverse backgrounds. More than 30,000 people living in aged care facilities across Australia – almost one in five residents – were born in non-English speaking countries. As this number grows, so does the geographic spread. For example, in Melbourne 90% of residential facilities have at least one resident who prefers to speak a language other than English. At the same time, there are only 3 facilities where all the residents speak the same language other than English. Current and future aged care policies and reforms need to acknowledge and respond to the changing rules of the game.  Sector-wide responses to inclusive practice, particularly in relation to language services and staff development, has to be a priority.

Ljubica Petrov, Centre for Cultural Diversity and Ageing  & Dr Catherine Joyce, Benetas

Concurrent C4:     A Lens on People and Capability


11.00am                   Creating Flexible work arrangements in an inflexible industrial relations framework

Flexibility in employment arrangements is key to remaining competitive in light of the rise of CDC.
However, the flexibility that providers are required to provide clients can be difficult to reconcile with the fairly inflexible industrial relations framework that they are required to operate within.

Many providers will be looking at ways to create a more flexible workforce which could lead to redundancies, an increase in casualisation of the workforce and/or the adoption of more “creative” engagement methods.

By attending this session, providers will gain:
• a better understanding of the flexibilities that can (and can’t) obtained under current labour laws; and
• insight into any legislative changes on the horizon that may impact the engagement of staff.

Kristin Ramsey, Hynes Legal

11.30am                   Barrier or bargaining chip? Navigating and using workforce regulation to your advantage

Enterprise bargaining in the aged care industry is being increasingly utilised as a tool to minimise costs, improve client services and strengthen the workforce.

This workshop will draw on comparative recent historical data quantitative and qualitative data collected from key aged care providers spanning 45,000 residential beds and 70,000 employees, complemented by our twenty years of experience in the industry.

During this session, we will:
•             examine key trends and game changers in enterprise bargaining;
•             consider regulatory challenges including award limitations, the FWC approval process and discrimination; and
•             explore practical strategies for overcoming these barriers such as skill retention, workplace flexibility and demand-driven rostering.

Delegates will walk away with not only a greater understanding of the legal framework surrounding bargaining, but able prepared to maximise opportunities which were traditionally barriers to effective workplace practices.

Jessica Fisher, FCB Group and Josh Keech, The Whiddon Group

12.00pm                   How to Create a Capability Framework that Builds People and Organisational Performance

Understanding on the how to go about building your own organisational capability from end to end.
Includes collaborative and discovery phases, the use of qualitative and quantitative investigation to start to build what is needed.
Looking at different pillars of behaviours required to offer a range of behaviours that influence recruitment talent management job roles performance and learning development strategies.
How to seek buy in, How to begin, How to find out what you need to know and measure the gap between existing capabilities and what needs to emerge and How to go live and review

Amanda Loh and James Slade Symons, Calvary Care

Concurrent C5:     Focus on Young Leaders


11.00am                   Focusing on developing the leaders for today and tomorrow- Insights for every organisation

Connecting young leaders, entrepreneurs, executives and students who are eager and ready to turn their passion into leadership and action. Learn how to attract, mentor, challenge and retain young people to become your organisation’s future leaders.

Samantha Bowen, the Acorn Network.


12.00pm                   Engaging Young Leaders on Aged and Community Boards (EYLACCB) Program

 The EYLACCB Program encourages young people to volunteer on aged care and community Boards through training, mentoring and practical involvement in the areas of governance and leadership. One of the recent program graduates will share their experiences through the program and the resulting immersion in the industry.

Katherine Jenkins

Partnered Session   Playing to Win


11.00am                    The Customer Service Institute Australia

CSIA believes that great customer experience is fundamental to every business.
We support organisations and individuals with best practice know-how, education, certification, international recognition, and practical support – all from a globally recognised service standard.
As the customer landscape changes and shifts, our focus is on relevant, world-class, continual improvement. Today, customer service is a profession that can make an immediate and tangible difference.
We’ll help you see the world through a customer lens.

Anouche Newman, CEO, CSIA

12.30pm – 2.00pm                    Lunch

Plenary Session 5


2.00pm                     Transforming Aged Care Through the Intersection between Technology and Humanity   
Dr Jordan Nguyen is on a mission to improve the lives of as many people as possible. By re-imagining and re-defining the boundaries between human and technological evolution, Jordan is at the forefront of bringing about positive, sustainable and life-altering change.
As an advocate for disability, health technology, good design and worthy causes, helping the next generations to positively shape the world he focuses on driving significant positive impact both locally and on a global scale.
Jordan will blow the audience away with his previous projects, innovations and foray in to the aged care sector.

    Dr Jordan Nguyen

4.45pm                  Congress Dinner Sponsor Address                            HESTA Super Fund       



6.30pm                   Congress Dinner                                                          Theme: The Games

Welcome to The Games! Bring your team and go for gold. Join us in celebrating another fantastic LASA National Congress. We encourage you to come dressed as your favourite sports star – how about getting your colleagues together and going as a football team or a netball team? Bring your tennis racket and your best impersonation of Lleyton Hewitt.

Day 4 – Wednesday, 18 October 2017


Optional Sessions – Masterclasses and Site Tours



9.00am                                       Adapting your game through collaboration                                                    

Adapting to the game of deregulation of markets for government funded service delivery is one of the greatest challenges NFPs are confronting. The shift to consumer driven markets combined with the funding reductions have many Boards of smaller regional providers questioning the future viability of their organisations.
Some of these organisations are discovering that the answer lies in what NFPs have in the past found to be a natural fit – working and collaborating together.
This workshop will present a case study of a group of organisations in rural NSW who have taken collaboration to a new level – forming a new company which will be the lynch pin for them to achieve their objectives and continue to serve the communities that rely on them.

Patrick Herd, Community Business Australia & Joanna O’Brien, CRH Law

9.00am                                       Business Model Innovation – Practical tools for rethinking traditional product and services.

Your business model can make the difference between world-leading success and dismal failure.
Learn how to rapid prototype new business models using the Business Model Canvas and other entrepreneurship approaches.
Used by start-ups and multinationals, tech companies and social ventures, the Business Model Canvas is a strategic management and lean start-up tool for developing business models (pathways to revenue) for new products, processes, or services.
During this practical workshop participants will get to understand the 9 building blocks of the Canvas, how they can be designed or recombined to build business models that work and create value propositions with impact. This is a ‘hands-on’ practical workshop where participants work together to address key industry challenge topics.
By the end of the workshop participants will have co-created their first Canvas business model, networked with their peers, and leave armed with the knowledge needed to apply the Business Model Canvas to their next venture or project.                           

Ilona Caruana, Bentleys

9.00am                                       How to position your brand ahead of your competition.                                                   

Organisations often promote their brand without understanding WHO their target customers are & WHY they’re different in their customers’ eyes.
This interactive workshop involves a facilitated discussion of three key topics:

  • Customer segmentation: You can’t be all things to all people, so segmentation identifies groups of customers who think, feel or behave similarly. It leads to greater engagement & greater brand value.
  • Brand positioning: The most powerful concept in marketing is owning a word in your consumer’s mind. However, your customers position your brand, not you.
  • Customer value: Adapting your services & communicating WITH (not to) your core segment over their lifetime.

If you don’t have a clear idea of your brand identity & key benefit for customers, then there’ll be inconsistency in your communications activity – this results in a weakened call to action & under-performing marketing outcomes.

Damien Edmonds, Edmonds Marketing

9.00am                                      Spirituality is Bigger than Religion and Religion is Bigger than a Tick-box                                           

There is growing evidence that effective spiritual care can mean reduced depression, reduced anxiety, increased resilience and better customer satisfaction for older people. The National Guidelines for Spiritual Care in Aged Care require that all staff are sensitized to spiritual needs, however most staff receive very little development in this essential area. Facilitated by their dynamic CEO, Ilsa Hampton, Meaningful Ageing Australia is offering a unique workshop for LASA Congress participants. Participants will:

  • refine or develop a contemporary understanding of spiritual care
  • learn how to use the new spiritual screening tool, ConnecTo
  • leave with practical ideas about how to improve on the way their organisation understands and responds to the spiritual needs of older people
  • grow their network with other leading organisations

Ilsa Hampton, CEO, Meaningful Ageing Australia


9.00am                                       Off-Site Tour                                                  

Visit the MAC Contact Centre on the Gold Coast and see first hand how the call centre works as consultants take calls from providers, health professionals and the community. Gain a better understanding of the role of the contact centre in the My Aged Care journey.
Then on to The Star Hotel (previously known as Jupiters Hotel) for a back of house tour of the inner workings of a hotel. Synergies between a large hotel and residential aged care facility include the logistics around providing accommodation services, food & beverage provision, management of staff and workplace health and safety to name a few. Learn from the parallels between the two industries and

My Aged Care Contact Centre
The Star Hotel