Carla Beheram has over 12 years of experience in Aged Care, in both profit and not for profit organisations. She is a Registered Nurse who holds a Graduate Certificate in Strategic Business and is currently working towards her MBA. She joined SummitCare as New Graduate RN and has worked in a variety of roles within the organisation with both operational and strategic focus. In her current role Carla provides strategic leadership to all things “Customer Experience: and is passionate about ensuring that the customer is front and centre in our thoughts when understanding and innovating service delivery.
Carla will be presenting Bringing 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.
Tuesday Concurrent Session C2: Innovations in Models, 12.00pm-12.30pm