Topic: Transparency – the key to rebuilding trust in the aged care industry and your brand

Day: Friday 16 October 2020

Time: 1:30pm – 1:50pm AEDT

Abstract:

We are now firmly in the midst of an aged care crisis. Looking forward beyond the Royal Commission into Aged Care and COVID-19 pandemic, the sector will have to deal with a general lack of trust both internally within the industry, and externally from the general public.

To rebuild trust in the industry, transparency and clear communication will be key. Transparency within aged care starts with the admission process – providers should be willing to present individuals and family with accurate information in order to make the right choice for their circumstances.

From a clients perspective the introduction and admission process remains disorganised, overwhelming and complicated, with bureaucratic paperwork, misinformation and complicated fees. Clients still find the admission process very difficult to understand and navigate often leaving them bewildered and stressed.

We have been listening to the industry and to the clients, who are becoming more educated and more demanding in what they expect. Organisations need to understand these concerns and allow clients to feel heard. This transparency from the providers will also build trust in their brand and in the industry.

Coming out of this crisis, we need to focus on solutions and opportunities to do things differently and better. We can learn from other industry such as the Financial and Banking Royal Commission as well as the very clear messages that are coming out of the current Aged Care Royal Commission.

Understanding how an independent voice can support your organisational express your values and unique service offers, instills credibility, improve residents’ experiences from the beginning and minimise negative impact when you are unable to assist.

Case Study: Mary is 94 and recovering in hospital from a recent fall. She no longer feels safe at home and would like to consider her options. Hospitals have referred her to three facilities with current vacancies. Mary’s daughter lives 50km away and her son lives 5km away, but is away most of the time. My Care Path reviewed all three facilities and after discussions with the Providers it was identified that they were not suitable based on price, room size and location. Three alternate options were identified based on Mary’s care needs, location, size and quality of room and vacancy. The family is happy that they now have real facilities options to choose from, and the facility is happy that they are not wasting valuable resources trying to support a client that are unable to assist and finally it was a very positive experience for the client that is now confident in their decision of moving to care.

 

Biography:

Dana Sawyer is the CEO of My Care Path.
Dana has worked in the aged care sector since 2008, when she took over ownership of Millennium Aged Care Consultants. In 2019, the organisation was relaunched as My Care Path.

Dana’s move into the industry was inspired by her personal experience looking for a home for her ill mother. Throughout this process, Dana saw a gap in the market for services that would help families through this difficult time, from handling paperwork to finding the right facility to suit a client’s needs.
My Care Path addresses these needs, connecting clients to a network of providers and providing advice and education to ensure that every elderly person receives appropriate care to live with dignity.

Prior to moving into the aged care industry, Dana worked as an accountant. She holds a Bachelor of Business (Accounting) from the University of Technology Sydney and a Bachelor of Arts (Psychology) from the University of Auckland.

This varied background allows Dana to understand the financial and emotional sides of aged care, particularly the impacts this has on vulnerable families, and helps her empower clients to make the right choices for their circumstances.