This presentation will showcase how the the mandated establishment of consumer advisory groups across Aged Care inspired the establishment of three consumer advisory groups, tailored specifically towards the needs of In-Home Care, Residential Aged Care and Retirement Living service streams.

Baptcare’s multiple service streams enabled Aged Care to leverage learnings from Mindsets Lived Experience Advisory Group, established in 2017. Whilst still in their infancy, less than 12 months on we are observing the positive impact our consumer advisory groups are having across the aged care service stream, the staff response and the shift in mindset across the organisation. Ensuring the consumer is at the centre of service planning and design.

Within the 12 months, our consumer advisory groups have supported the development of resources, including consumer facing documents, education modules, website redesign, checklists, feedback loops and resident handbooks.

Their passion and voice have targeted key areas of dissatisfaction including communication, monthly statements, billing procedures, and reframed how we consider transition and orientation to Residential Aged Care and the dining experience.

To support the implementation of consumer advisory groups and application of our Quality and Clinical governance framework, a consumer engagement and experience sub-committee was established and ensures recommendations are reported and progress. The committee with a broad representation across the organisation, provides a multi service stream approach, ensuring the voice of the consumer is at the centre of service design.

The success of the consumer advisory groups is evident, and the impact is being noted by our consumers, staff and key stakeholders. Listening to the voice of our consumers, has provided so many opportunities to deliver new innovative approaches to the key areas that drive satisfaction and improve outcomes for our consumers.