Claire Ward

Most people don’t think or don’t want to think about that ‘day’, until it comes around. It’s on that ‘day’ that you realise you might need a little extra support to live your life, the way you want.  With constant changes in aged care it’s important that as an industry we work towards enabling people to live life to the full. Whether that’s independently at home – maintaining personal and social connections, or in an aged care setting that promotes a sense of wellbeing – whatever choices we make we all deserve to enjoy a good quality of life.
Today, we feel included, participate in our community and have choices – why should tomorrow should be no different! Mother of one and Step Mother of two life is busy but my inspiration for why I do what I do every day come from listening to and advocating for older people, understanding their different journies and assiting them to naviage a compex system and achieve the best outcome.

Claire 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