The aged care sector has undeniably made great strides in the past year. As Aged Care Quality and Safety Commissioner Janet Anderson noted at the recent Aged & Community Care Providers Association conference, the entire community is united in their goal: every older Australian should have an excellent aged care experience. One significant way to ensure this happens? Feedback. "If you're listening to the people you're providing care for, then there is a much better chance of you getting it right … A provider who is leaning in actively towards their consumers, encouraging them to voice their views about their experiences - good, bad and indifferent - is a better provider." The Power of Feedback Feedback is the heartbeat of improvement. The ability to understand, address, and act on feedback can drastically transform the quality of care provided. As highlighted by Commissioner Anderson, when providers actively encourage their consumers to voice their experiences, the...
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The ACCPA Conference is Australia’s largest aged care event. As usual, we'll be there. It is October 25-27 at the Adelaide Convention Center. We'll be at booth #126. Please come and visit us and say hi! Here is what ACCPA have to say about the conference: Discover the future of aged care by joining us at the highly anticipated ACCPA National Conference 2023! This exceptional event is a must-attend for all industry professionals seeking to stay at the forefront of developments and reforms. Immerse yourself in a dynamic atmosphere where innovation, collaboration, and excellence converge across three days of sessions, networking opportunities and an extensive trade exhibition. As the pinnacle event for the Aged Care Industry, the ACCPA National Conference will be an experience packed with thought-provoking keynotes, interactive sessions, engaging panel discussions, and innovative products and services, that will redefine the way we approach care for older Australians. Reserve your...
We're going to be exhibiting at the Victorian Healthcare Week Conference. It is 18-19 October 2023 at Jeff's Shed (The Melbourne Convention and Exhibition Centre). We're booth 7. The organisers have given is a link to get free tickets . Please feel free to get them and pop-in and say hi. https://tickets.lup.com.au/vhw-2023?CAT=CAT-REGISTRATION&ref=telltouch Here is what they have to say about the conference: Victorian Healthcare Week brings together the most innovative and forward-thinking healthcare professionals in Victoria and beyond. It is a must-attend event for healthcare professionals looking to drive change and shape the future of healthcare. With 90+ speakers, 70+ exhibitors, and 60+ free-to-attend sessions across digital healthcare, aged care transformation, nursing and midwifery & patient experience, this is your opportunity to partake in and shape Australia's healthcare revolution. Form more information please go to: https://www.ahwdigital.com.au/eve...
A recent study* has shed light on the transformative potential of digital platforms in aged care homes (ACHs), revolutionising the way feedback is collected and processed. The research, titled " Digital Platforms to Support Feedback Processing in Aged Care Homes ," explores the effectiveness and usefulness of a digital feedback tool called Tell Touch in enhancing the quality of care provided to residents. The study, by researchers Linden [The University of Melbourne] and Fisher [Swinburne University of Technology], aimed to investigate the impact of digital technology on resident-specific outcomes and staff perspectives in ACHs. The findings revealed insights into the potential of digital platforms to open new opportunities for aged care services. Key findings from the study include: Effectiveness: The use of digital feedback tools, such as Tell Touch, proved effective in collecting and managing feedback in ACHs. The platform enabled quick categorisation of feedback, generati...
We are pleased to announce that and article on Tell Touch called " Digital Platforms to Support Feedback Processing in Aged Care Homes: Friend or Foe? " was published in "Current and Future Trends in Health and Medical Informatics". This is part of the "Studies in Computational Intelligence" book series. The article was authored by Tanya Linden (University of Melbourne) and Rosemary Fisher (Swinburne University of Technology). Spoiler alert: Tell Touch is a friend! You can read the full text here. The article recognizes that we are in an era where digitalization drives industries, the healthcare sector, and particularly aged care homes. A crucial facet of healthcare is feedback, helping institutions understand their strengths, weaknesses, and areas of potential improvement. Tell Touch was recently used to study streamling feedback in aged care homes. A comprehensive evaluation of the platform was undertaken, the findings of which have been meticulously do...
Harvard Business Review's classic articles, " Zero Defections: Quality Comes to Services ," and " Putting the Service-Profit Chain to Work " have been cited across various industries as definitive proof of the substantial financial gains tied to customer satisfaction. These articles bear specific implications for specialised sectors like aged care. Investing in a robust digital feedback and complaints management system, such as Tell Touch, isn't merely an ethical choice—it's also a financially prudent one. The authors of Zero Defections: Quality Comes to Services estimate that a 5% increase in customer loyalty can produce profit increases from 25% to 85%. Still the issue of justifying the ROI of customer experience has been notoriously absent of hard data. Stats like these help, but don't tie it all together. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. Brands with superior customer experience b...