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Agility identified as critical success factor for providers


Nearly four out of five aged care organisations need to transform how they provide services because of the new quality new standards, industry veteran Cynthia Payne tells Australian Ageing Agenda.

The Aged Care Quality and Safety Commission, aged care royal commission and single Aged Care Quality Standards are among recent crucial changes that bring operational challenges, said Ms Payne, managing director of aged care consultancy start-up Anchor Excellence.

“Transformation is required for almost 80 per cent of organisations in the world of the new standards and we know that point-in-time assistance accelerates that work,” Ms Payne told Australian Ageing Agenda following the orgainsaiton’s recent launch event.

L to R: John Engeler, Carla Beheram, Cynthia Payne, Claire Ward and Dr Maggie Haertsch.

Ms Payne set up the consultancy about a year ago, soon after leaving NSW private aged care provider Summitcare after 16 years as CEO.

The leadership team has since grown to include former Summitcare managers John Engeler and Claire Ward and Arts Health Institute founder Dr Maggie Haertsch and Carla Beheram.

Ms Payne said it was important to follow the royal commission and subsequent discussions to identify innovations and agile responses to the issues being investigated.

“We know that providers that are agile in their response will ensure a stronger position from a compliance perspective as well as demonstrating to their consumers that they are listening and responding.”

Being able to move with agility while so much is going on is a critical success factor for providers, Ms Payne said.

“If you were to pull out everything that was going on in the industry, the providers that are thriving are the ones that have that agility factor,” she said.

The team, which held a launch event at new offices in Sydney earlier this month, is aiming to help providers disrupt their service models and enable their leaders, said Ms Payne.

Another goal is to help bring the consumer voice to the fore, she said.

“We see this as being the area that many providers are genuinely struggling with. It is also the areas that brings about the fastest innovation,” she said.

See the upcoming edition of Australian Ageing Agenda magazine (September-October 2019) for an in-depth interview with Cynthia Payne. 

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4 Responses to Agility identified as critical success factor for providers

  1. Jen T. August 25, 2019 at 1:42 pm #

    Smart business idea, with the sector in crises, and providers probably willing to spend their last dollars, great way to ride the cash cow. Hey, good luck to them.

  2. James August 26, 2019 at 6:34 pm #

    Great marketing for a new business,scare everyone with doomsday talk and hope that they will give you a gig in their company, give us a break.

  3. Steph H. August 27, 2019 at 11:56 am #

    I can see that someone is going to try to make some big bucks from aged care crises and complications brought on by Govt. At least someone will be making a profit.

  4. Richard August 28, 2019 at 11:20 am #

    You can never have too many ‘experts’ in aged care- apparently, and they only ever charge such a small nominal fee. When the carcass appears in the field the vultures will always come.

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