Client: Listed aged care provider
We carried out an independent review of the client's retirement villages and care centres, to better align its operations with its strategy and objectives, address the current pain points of an old model that had grown organically, and improve efficiency and effectiveness.
The priority of this project was making organisational change to address nursing workforce challenges. This meant we focussed the project on the roles, reporting lines, and functions within the care centres. We also covered support functions, including administration, housekeeping, and kitchen/catering.
We worked closely with staff on the ground, management, and the board to inform our understanding of the challenges and opportunities impacting the organisation. The project was informed by rich amounts of qualitative research. We conducted 48 interviews and visited sites across the country.
A challenge with this project was balancing the importance of delivering high-quality healthcare and meeting increasing customer expectations with the imperative of being a financially sustainable business. This tension was acute when both the business and healthcare arms of the organisation were involved in designing potential solutions. Assuming our recommendations are implemented, this project will improve the working conditions for staff and their ability to provide meaningful, high-quality care to the elderly.
