Jun 18, 2019

“Customer Experience is more than just a buzz word”, says Matthew Richter, CEO Aged Care Guild

“Customer Experience is more than just a buzz word”, says Matthew Richter, CEO Aged Care Guild.

With the new quality standards driving a shift in focus to consumer outcomes, the way aged care providers measure and deliver on quality requires transformation. However, this represents a real cultural shift for many employees within aged care.

Matthew Richter, CEO, Aged Care Guild talks about the importance of real time feedback and highlights the importance of separating complaints and compliance from customer experience.

What is your organisation doing to better understand your community and the people you care for?

 

Leave a Reply

Your email address will not be published. Required fields are marked *

Advertisement
Advertisement
Advertisement

Can I visit my loved one in hospital even if they don’t have coronavirus?

The number of people with suspected or confirmed COVID-19 who need to go to the hospital is increasing. So family members and friends will be asking whether they can visit their loved ones. People will also want to visit patients in hospital for another reason. Perhaps they’ve just given birth or are recovering after a... Read More

How Can We Prevent Financial Abuse Of the Elderly?

Throughout Australia older people are losing their savings, property and homes through financial abuse, usually at the hands of persons close to them such as an adult child or grandchild. A sense of entitlement, ‘Inheritance impatience’ or opportunism can encourage people to ‘help themselves’ to an older person’s assets. Elder abuse is not a new... Read More

Open Letter: A Catholic Perspective on Voluntary Assisted Dying

These views are a reflection of the contributor and we believe it is important to give everyone a platform to share their opinion.  Catholic health and aged care services in Australia have a long history of providing palliative care and will continue to care for people in the best way possible at their end of life.... Read More
Advertisement