Lyle Steffenson, care solutions - national practices leader, pacific, MARSH

All of us who work either with, or within, the aged care services industry are keenly aware that Australian society and government is calling for a refocus of the industry on ‘Dignity’ and ‘Respect’, a person-focused approach to care. This is evidenced by the key outcome of the new Aged Care Quality Standards which focuses on the ‘consumer’, and also within the current ongoing Aged Care Royal Commission’s very first Term of Reference which is ‘Dignity’.
We are being asked to provide care to consumers who want more control over the types of living options, care and services they require and the delivery of those services. They want these services to be provided respectfully and responsively as personal care to the elders of our community and not as patients. It was quoted by an industry leader at the recent Village & Care Leaders’ Summit in March 2019, that “I don’t want to live in a hospital, I want to live in a home”.
Dignity of care is a noble aspiration, and one to which all of us, particularly as we are all ageing and will be there one day, want to be the recipient of this care. And yet, aged care providers are required to balance this exciting yet vague concept of Dignity of Care on top of their business as usual financial, operational risk management, corporate governance, and multiple legislative requirements which encompass the aged care operator’s Duty of Care.
As a risk and insurance professional who is very much invested in us being able to achieve dignity and respect of our elders in how we care for them, I would like to engage LASA attendees in a frank and pragmatic discussion on the key current Duty of Care obligations facing aged care operators, in a changing landscape, and how to begin resolving these Duty of Care obligations against this new emerging concept of Dignity of Care.


Day 3, 12:00pm – 12:30pm – Dignity of Care versus Duty of Care – A conundrum

Lyle has more than 20 years of experience as an insurance and risk management adviser. Lyle has a specific focus on the not for profit, health, community and aged care sectors and was the National Health Practice Leader at her previous employer.
Lyle’s passion for social justice is reflected not only in her work but in her personal pursuits as a volunteer for a number of organisations who support vulnerable people, and this is reflected in her wholistic, grounded and person-focused approach.
Lyle is the National Chair of the Marsh Aged Care & NFP Portfolio at Marsh (77 clients including Estia, Opal, Japara, Benevolent Society), Churches of Christ, Anglican Church (NSW), and the Seventh Day Adventist Church.
– Graduate Australian Institute of Company Directors
– Fellow Australian & New Zealand Institute of Insurance and Finance
– Bachelor of Commerce, University of Western Australia
– Ongoing Qualified Practicing Insurance Broker and Certified Insurance Practitioner