Not everyone in aged care is ‘old’ so how are these businesses going to build CX that works for all?

One of my mum’s closest friends (Anne) has moved into an Aged Care facility.? She lives in her own apartment, but it is part of bigger centre that offers extra support for those that need it. ?She is lucky as she has some mates either side of her, she is mobile and active and has a full life outside her residence.?

Aged care reforms, since our Aged Care Royal Commission, are dictating customer experience as a key factor for success.? In other words, a quality experience for those residents is vital for these companies to be compliant.

When we visited Anne, she showed us the weekly newsletter that details the activities on offer. And quite honestly, it was embarrassing.? The exercise class options were only for those bound to a chair, the beauty services where half arsed, and the social events were unstructured and, we heard, not well attended.

Although she would be willing to participate, none of these suited Anne or her cohort.

Because this is the area we play in, I wondered, how do these companies find out from the residents what they want and what they don’t?

Here are some easy tips to get feedback:

?? The old suggestion box would work well in this environment.? Set guidelines for what you are looking ideas around, review them weekly and post results on the message board.

?????? Set up monthly sessions with an experienced interviewer to hear about their experience that month.? Pull apart the ongoing pain points versus the once off issues and look for some ideas on solutions

?? Every few months, arrange 'in home' check ins.? Have a list of 5 key questions but keep it quite informal to gather new insights about how to build a customer experience that suits all types in your facility.

In an era where diversity and individuality are celebrated, it's imperative for aged care facilities to embrace a broader, more inclusive approach to their service offerings.

?As the industry moves forward, powered by reforms and a deeper understanding of what quality care truly means, it's not just about meeting the basic needs but about enriching all lives.?

Tailoring experiences, fostering community engagement, and genuinely listening to the voices of all residents will not only ensure compliance but will set a new standard for excellence. By doing so, these businesses can transform aged care from a place where one simply resides to a place where life, in all its fullness, is celebrated and cherished.