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Your email address will not be published.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 *


Becoming Aware of Elder Abuse

I am happy to report that, with my strong networks throughout Melbourne’s aged care facilities, I have been able to place many clients into suitable care. They are often thrilled that I am able to negotiate a place for them much faster than they or their families have been able to do on their own.... Read More

Person Centred Care – The Golden Years

“The goal of person centred care is to move the person, even momentarily, from loss to fulfilment, loneliness to connectedness, sadness to cheerfulness, confusion to orientation, worry/anxiety to contentment, frustration to peacefulness, fear to security, paranoia to trust, anger to calm and embarrassment to confidence.” People living with dementia deteriorate more rapidly in negative environments,... Read More

More funding is not the answer to fixing aged care quality

Minister for Aged Care, Richard Colbeck, opened his address to the Criterion ‘Future of Aged Care: Beyond the Interim Report of the Royal Commission’ conference in Melbourne today by saying that the royal commission interim report provided a forensic assessment of the aged care sector and had been a confronting read for himself, and many... Read More