aged care journey

Retirement Villages

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• What is a retirement village?
• Is independent living right for me?
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• What community features are available?
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• View all questions

Aged Care Centres

• Our model of care
• Dementia care
• Palliative care
• Respite care
• Visiting arrangements
• ACAT assessment process
• Costs and fees
• Life in an aged care centre
• The Good Life

Home Care Services

• Personal care
• Domestic assistance
• Social support
• Allied health services
• Home maintenance and modifications
• Nursing services
• IRT FlexiCare
• Home Care Packages
• Commonwealth Home Support Programme
• What does home care cost?
• How do I change my home care provider?

Age Matters – Empowering Older Australians

• Housing support
• Service linkage
• Workforce participation
• Volunteer with us
• Partner with us
• Why Age Matters?
• Latest news
• Frequently asked questions
• Age Matters Upcoming Events

IRT Academy – Aged Care Courses & Training

• HLT23221 Certificate II in Health Support Services
• CHC33021 Certificate III in Individual Support (Ageing)
• CHC43015 Certificate IV in Ageing Support
• CHC43415 Certificate IV in Leisure and Health
• BSB40520 Certificate IV in Leadership and Management
• BSB50420 Diploma of Leadership and Management
• View all courses
• CHCSS00070 Assist Clients With Medications Skill Set
• CHCSS00137 Palliative Approach Skill Set
• HLTAID011 Provide First Aid
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We’ve been building retirement villages for over 50 years. At IRT we make it easy for you to live the life you want, in a home you love.

IRT has been caring for older Australians for over 50 years. Experience personal and professional care in a community you’ll feel proud to call home.

IRT has been helping older Australians live independently at home for over 30 years. Our experienced staff provide home care and assisted living services you can trust.

An initiative of IRT Group, Age Matters empowers older Australians to live free from disadvantage by tackling homelessness, loneliness and joblessness.

IRT Academy offer nationally-recognised qualifications to help start or further your career in aged care.

We’re a community-owned organisation that’s been improving the lives of older Australians for 50 years.

We’d love to find out more about you to see how we can help. Our Customer Service team operates from 8:30am - 5pm 7 days a week .

Don’t have time to call? Submit an online enquiry form and our friendly team will be in touch.

We’re online everyday and here to help answer your questions and point you in the right direction. Our live chat operates from 8:30am - 5pm 7 days a week .

We encourage our residents, customers, family members and other stakeholders to provide feedback about the services we provide. Your feedback helps us to continually improve our services.

Journey of Care

IRT’s Journey of Care is a model that personalises the care experience for every resident. We recognise that every journey is unique and honour the diversity of each resident’s care needs.

Our specialised model of care ensures residents age in the right place with the right care within our aged care centres.

What is our Journey of Care model?

IRT’s Journey of Care supports residents to nurture their spirit and wellbeing at each stage of their care journey. Residents feel valued and understood. They live with residents with similar care needs in a purpose-designed environment, receive compassionate care from trained staff, and experience specialised programs grounded in the latest research that align to their care needs.

Currently available at selected IRT aged care centres, IRT’s Journey of Care incorporates two key components:

Neigbourhoods

Specialist programs

Neighbourhoods

Neighbourhoods cater for residents with similar care needs, allowing for staff specialisation, and tailored design of the physical environment and equipment that’s underpinned by research. IRT’s aged care centre neighbourhoods allow families to see their loved one ageing in the right place with the right care needs.

There are three IRT aged care centre neighbourhoods:

This neighbourhood focuses on resident vitality and creating an environment where people come to live, not just receive care. Personalised care plans are developed in partnership with each resident, ensuring our ability to meet needs, wishes and requirements.

Our holistic approach ensures that medical, physiological, emotional, social and relationship needs are catered for. This neighbourhood suits residents who are mentally and physically active or require minimal assistance to move around their environment or prompting to aid cognition.

This neighbourhood focuses on discovering resident abilities, enabling them to live with dementia with independence, individuality and dignity. Residents’ lives are enhanced through best practice design of the built environment, underpinned by Dementia Training Australia’s dementia design principles. These principles help minimise confusion and uncertainty, which reduces agitation and exit seeking while increasing independence and engagement with the community.

In this neighbourhood you might see dementia design principles being used to:

• Unobtrusively reduce risk: disguise fences or locked doors (with things such as murals or plants) to avoid frustration, agitation, anger or depression
• Allow people to see and be seen: provide cues in the environment through signs, colour and landmarks to help residents recognise where they are
• Manage levels of stimulation: highlight helpful stimulation through the use of sight and sound to provide sensory cues. Reduce the stimuli that is not relevant to residents (e.g. disguise staff meeting rooms, storage cupboards etc)
• Support movement and engagement: provide clear pathways with points of activity both inside and outside
• Create a familiar space: use furniture, fittings and colours that are familiar to residents from their early life
• Provide a variety of places to be alone or with others: create opportunities for residents to be alone or with others through spaces such as small sitting nooks and pergolas in gardens.

This neighbourhood suits residents living with dementia who are mobile and active or require minimal assistance to move around their environment.

This neighbourhood focuses on compassionate care for residents’ physical needs, while also nurturing their spirit. Residents are treated with dignity and respect as they approach end of life.

Our palliative care experience promotes comfort, care and a holistic understanding of wellbeing. We support our residents and their families through this time, and offer a range of signature recognition programs where residents are honoured in life, and in passing. Options include:

• Portable refreshment units for families visiting a loved one at end of life
• Purple flower room signage to signify the imminent passing of a loved one, and butterfly room signage symbolising their passing
• A Guard of Honour to farewell residents as they leave the aged care centre (if the family wishes)
• A memorial book to celebrate the memory of the resident.

The serenity neighbourhood suits residents with limited to no mobility and a life limiting illness or advancing dementia.

What are the benefits of IRT’s Journey of Care for the family?

Families have peace of mind and confidence in the quality of care and safety of their loved ones as they journey through our aged care centres. They’re enabled and empowered to participate in the care of their loved one.

Through our IRT Journey of Care, families know their loved one will age in the right place with the right care. They’ll experience specialist programs, the right equipment and a built environment that supports them.

Does it cost more to participate in IRT's Journey of Care?

The Journey of Care model is a unique approach to delivering residential aged care. In most cases it won’t affect the cost of a resident’s accommodation and care.

IRT is working to enable all residents to experience the benefits of our Journey of Care. We currently offer our Journey of Care program across a number of our aged care centres, and are continuing to roll the program out throughout NSW, Qld and the ACT.

Our specialist programs support resident wellbeing in each neighbourhood, and at each stage of the care journey. By working in partnership with leading Australian researchers and health experts, we enrich residents’ quality of life, when they need it most.

The IRT aged care centre specialist programs are:

Our Montessori approach to people living with dementia provides an environment that supports residents to achieve greater independence, higher self-esteem and a sense of wellbeing. Montessori principles support people living with dementia to continue to make valuable contributions to their community and engage in meaningful activities. Montessori also encourages family members and friends to participate in the activities so they can feel a sense of connection to their loved one living with dementia.

With a primary focus on engagement, trained employees use the 12 Principles of Montessori to work with residents and their families to tailor Montessori activities and resident roles based on sensory, motor, social and cognitive skills.

Montessori activities and resident roles Montessori activities generally include something the resident can hold, visual cues they can follow and activities based on demonstration. This may include matching and sorting and hand-eye coordination activities, such as setting the table, folding washing, sorting pegs by colour and opening and closing padlocks. Montessori resident roles may include updating the orientation board daily, watering plants or sweeping leaves.

Montessori activities and resident roles enable residents living with dementia to develop connections and a sense of purpose and value in their community.

Namaste, a Hindu term for honouring the spirit within, incorporates sensory-based care with meaningful activities to achieve comfort and quality of life. IRT has adopted its Namaste program as a core pillar in supporting residents who can no longer participate in traditional activities or are facing end-stage dementia.

Trained staff integrate sensory stimulation into care delivery using therapeutic touch, aromatherapy, music and sensory experiences. Activities are tailored for each resident and generally include special momentos from their life. Family and friends are encouraged to participate, as Namaste often enables a sense of connection at a time when communication with loved ones is limited.

Founded on the power of loving touch, some of the benefits of our Namaste program include; a relaxed and fulfilling environment, reduced need for medication, decreased pain, fewer incidents of aggression, increased social interaction, a holistic approach that includes physical and emotional health and a positive impact on quality of life. Core services include:

• Sensory stimulation IRT’s Namaste care experience incorporates stimulation of the five senses (touch, hearing, sight, smell, taste). Music, colour, therapeutic touch and massage, aromatherapy oils and food treats are all part of the multi-sensory environment created in Namaste.
• Meaningful activity Activities are tailored for each resident to create opportunities for loving touch and human connection. Hands and face may be gently washed with a warm flannel, patted dry with a soft towel and moisturising cream applied. Staff use opportunities like this to make eye contact with residents and speak to them with warmth and kindness.
• Life story and family participation Family and friends are invited to join in the Namaste care experience and share stories from their loved one’s past. We often create a personalised box of special mementos to incorporate into the care experience. Residents are encouraged to hold these items and may be immersed in familiar sounds and smells to promote comfort and wellbeing.
• Group sessions Namaste session are delivered by specially-trained staff in small groups or one-on-one in a calm space away from distractions and daily activities. Small groups are run in dedicated Namaste rooms featuring soft lighting and engaging design elements supported by music, aromatherapy and temperature control.
• Pain management, warmth  and hydration Specially-trained staff ensure that residents are comfortable and well hydrated throughout the session. Blankets and socks keep residents warm and cosy in between activities, like foot massages. This helps residents to relax into the sensory-care experience.

Read more about Namaste at IRT here .

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Aged Care…the journey to the present: Where to now?

The dire problems of Aged Care have been much in the news over the past five years and especially since the arrival of the COVID Pandemic which exposed the failings in every aspect of a system which clearly is dysfunctional, cruel in its failures, being no longer fit for purpose, and in need of a major overhaul of regulation, funding, and accountability.

What would I know?

I am a registered nurse who has spent 43 years working mostly in the Victorian public health system as a direct care clinical nurse working in surgical, medical, respiratory, paediatric, and palliative care specialties

It was my time working in private aged care and my experience as a family member of two elderly relatives in residential aged care that have galvanised my desire to see change in a system that has progressively become more dysfunctional over 30 years.

Living longer

Over some 50 years modern medicine, vaccinations, and better nutrition have resulted in people living between 7-14 years longer than a century ago. The fortunate are able to maintain a good quality of life and live independently with minimal supports from family, friends, and neighbours. Eventually, genetic ageing causes some cognitive and physical decline, which for the less fortunate, whether by slow decline or sudden catastrophic event, causes them to no longer be able to live without major domestic supports and necessitates supported residential accommodation until their eventual demise.

Government responsibility 

At Federation in 1901, only a very few people reached “retirement age”. Elders mostly remained in their family groups cared for by daughters, aunts, and females in their extended families. Over the last century, pensions and aged care became a federal government responsibility.

Australia did not have an Institute of Demographic Studies until 1974, so government social planning was at best haphazard and piecemeal as part of election campaigns. By the late 1980’s it was realised that the post World War 2 baby boom and migrant influx would create a large 65+ ageing population, estimated to increase from 5.7% to some 11.7% by 2020. Population projections suggest there will be four million people aged between 64-84 by 2022. By 2030, 1 in 5 Australians will be aged over 65 and will comprise some 5.7 million people (ABS)

Quick history on aged care homes 

Aged care facilities previously consisted of hostels for seniors needing low care assistance and “Nursing Homes” for more frail high care residents with mobility impairment, high care morbidities and cognitive decline including dementia. Most were staffed by a combination of registered nurses and nursing aides or enrolled nurses.

Most facilities were community-run and funded or started by not-for-profit religious and philanthropic groups. Most states had state-funded “aftercare” facilities which gradually morphed into long-term residential “nursing homes” which provided stop-gap accommodation until permanent nursing home placements could be found.

By 1996 the increased resident age and frailty and increased costs of higher acuity care brought about a review of aged care regulation, funding, and staffing costs. Funding models based on care dependency were seen as complicated and expensive. On top of this, many multi-occupancy room buildings were not fit for purpose and needed replacing.

The Howard Federal Government of the day resolved to encourage private for-profit corporate entities to invest in new aged care properties. They did this by building new modern buildings where a majority of residents would pay a bond plus private fees. A minority of up to 20% of places would be reserved as fully government-funded places for people of lesser means. Legislation “lite” would allow providers to create management efficiencies to enable profits and also to charge residents fees for extra services.

In highly simplified form, the effect of the 1997 Aged Care Act also placed a cap on funding of aged care, with the total expenditure set by the government at yearly budget reviews.

Over time, some private and not-for-profit providers struggled to keep their business operations solvent and, in the case of the corporates, profitable.

Cutting the nursing out of nursing homes

Whereas once nurses in aged care facilities were paid more or less equal wages with the acute sector, post 1997, wages did not keep up with their peers in the public and private hospital sector. Nurses were gradually replaced with personal care attendants as staff retired, returned to the public sector, or were simply replaced as vacancies occurred.

The numbers of skilled qualified staff decreased as dependency increased.  Residents became older and sicker, with decreasing mobility. The number of cognitively impaired people in residential care is currently estimated at 50-70% of residents.

As in any organisation, the level of service is proportional to the quality of management, the staffing levels, and the skill, training, and expertise of those who do the work. As client needs increased, carer hours did not, and as nursing expertise and staffing decreased, the ability to care for the medical, emotional, cognitive, and pharmacological requirements of people nearing the end of life also became critically decimated.

Regulatory failings

With privatisation, the number of aged care facilities increased, while oversight of the Aged Care Act and residential care regulations declined. Management were routinely notified before regulatory inspections, so it was not possible to gauge the true state of care delivery. Nevertheless, ever more facilities failed care criteria at inspection. Despite growing outrage by families and the public at large, as well as several major press exposes of neglect, premature deaths and major instances of abuse, increased attempts at regulation continued to fail.

Despite several changes and revisions to the Act affecting residential facilities and, increasingly community services, demand and quality of care has not kept up with modern expectations of adequate, timely, and humane care delivery.

While the size of most private facilities increased from 30–40 beds to often 80–120 beds most are now staffed by only one registered nurse , along with a few enrolled nurses and mostly unregulated, unregistered carers. Managers often have no nursing or allied health training.

The Aged Care Royal Commission 

There have been 18 inquiries and a recent Royal Commission into Aged Care Quality and Safety which have all confirmed the many stories of dysfunction, declining standards of care, neglect, and abuse. Findings report a total failure of a system with impossible workloads which fails to care for older Australians.  Most care staff work part-time hours and are overworked, underpaid, and overwhelmed. Many are employed as casual shift workers. 

Thousands of submissions and 18 months of nationwide hearings produced an interim report titled ” Neglect” and a damning final report recommending 148 major reforms including a restructure of the governance, accountability, and funding of the entire aged care system.

Let’s not miss the opportunity for reform

Disappointingly the incumbent Federal Government seems hell-bent on cherry-picking a much lesser course of action to that recommended in the strongest terms by the Royal Commissioners. The power of the final report was watered down as the commissioners diverge on a number of issues enabling government to pick and choose.

So we, who have been bystanders to the misery and distress of the loved ones placed in the care of this horrendously dysfunctional system, have determined that we will fight to negotiate a better, fairer outcome for older Australians using aged care services in the future.

Those Australians who worked hard to make this country what it is today, deserve to enjoy their human right of a peaceful, dignified and fulfilling end of life. We owe them that much.

We have the answers, we have the expertise, the people have the will. We need to insist on a new, comprehensive Human Rights based Aged Care Act which will ensure transparency, accountability and provide care less beholden to political whim.

It will take those we have entrusted with the governance of the nation’s financial means, public service, and legislative power to make it happen.

Denying the elders of a first-world democracy their rights is inexcusable, unethical. The time is NOW.

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FAQ: Where do I start?

Questions about where to start.

If you or a loved one is looking into aged care services, then My Aged Care is a great place to start. On this website you can see what services may be available to help you at home, or what to expect if you’re considering an aged care home. You can also find out if you’re eligible and how much it might cost.

Read more about where to start?

My Aged Care is your starting point to access government-funded aged care services. Whatever your situation, we can help you get the support you need:

• You can find out what types of care are available. 
• You can apply for an assessment and work out what services you are eligible for.
• You can find service providers near you and understand the costs involved.
• If you’re already receiving services, you can learn how to manage them .

If you’d like to learn about the different types of government-funded aged care services that exist, the help explorer is for you. You can learn about services by:

• reading stories about people who have accessed aged care and the types of services that helped them
• viewing a service list which explains the types of services available and how they work.

Read more about what services are available

Eligibility is based on factors like your health, how you’re managing at home, and any support you currently receive. You may be eligible for aged care services if you have:

• noticed a change in what you can do or remember
• been diagnosed with a medical condition or reduced mobility
• experienced a change in family care arrangements
• experienced a recent fall or hospital admission,
• 65 years or older (50 years or older for Aboriginal or Torres Strait Islander people).

To know for sure if you are eligible, you will need to have an assessment.

Find out how to apply for an assessment

Yes, there are. If you’re not eligible for services, you may be able to access support through a provider that isn’t government-funded. If you choose one of these providers you will need to pay the full cost of your care. Then, if your circumstances change in the future, you can be reassessed for support through My Aged Care.

Read more about non government-funded providers

Yes, but we need to get your consent first. This involves registering the person as your representative. This process can be as simple as contacting My Aged Care together, the first time you call.

Read more about setting up a representative

Yes. There are a few ways to get the help you need. You can contact My Aged Care through Translating and Interpreting Service (TIS National) on 131 450 for the cost of a local call.

You can also access some information from the My Aged Care website in 22 languages.

Read more about accessible services

Yes, you can contact My Aged Care through the National Relay Service (NRS) in three easy steps:

• Visit the National Relay Service website
• Select your preferred NRS access point
• Provide the My Aged Care number – 1800 200 422 .

If you are Deaf, Deafblind or hard of hearing, you can also access interpreting or captioning services through Deaf Connect.

To make a booking, call 1300 773 803 or email [email protected] well in advance to ensure an interpreter is available.”

Read more about accessibility support

No, there are more options. An aged care home is one of many services that can help you maintain a good quality of life as you get older. There are also services to help you live independently in your own home. The type of care available to you depends on your needs. 

Read more about types of care

No, registering your details before you need services doesn’t help you receive services quicker in the future.

When you are ready to access aged care services, you can apply for an assessment and register then.

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Australian Government Department of Health and Aged Care

• My Aged Care

My Aged Care makes it easier for older people, their families, and support networks to find information on ageing and aged care. You can find the help you need online, by phone or in person.

Learn about My Aged Care

Find out about My Aged Care – what it is, how it works and how to use it.

Set up access to the portals

Find out how to get set up to use the My Aged Care portals.

Log in to the assessor portal

Log in to the assessor portal to manage assessments.

Log in to the service provider portal

Log in to the service provider portal to manage service information.

If you need some help around the house or think it’s time to look into aged care homes, My Aged Care is here to help.

Visit the My Aged Care website to find information about how to access aged care services.

You can apply for an assessment online and search for local aged care providers that meet your needs.

You can also call 1800 200 422 Monday to Friday, 8 am to 8 pm, and Saturday, 10 am to 2 pm.

Latest news

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Latest resources

Support Portal for providers reporting a COVID-19 outbreak or exposure in residential aged care

My Aged Care Assessment Manual

My Aged Care – Service and support portal user guide – Part 1: Administrator functions

My Aged Care – Service and Support Portal User Guide Part 2: Team Leader and Staff Member

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How We Work

Your needs are always front and centre in everything we do. Understanding your preferences, and anything else that’s important to you, guides the services and support we provide you. 

We’re here to make this as simple and easy to understand as possible. Our transparent approach and dedication to ensure clarity means you can make the best choices every step of the way for you or your loved one.

This means being available and walking you through the initial needs analysis, all the way through to assisting with paperwork if you need that level of support, and wherever possible make the process of searching, selecting and choosing care services as seamless and hassle-free as possible.

We have a range of options to select from depending on the level of support you require. Choose from our range of service and support options from Basic through to our Premium support package to suit your needs and budget.

Our team are committed to working with you step by step on your aged care journey to ensure nothing is missed.

From initial consultation, to placement with a provider, we provide ongoing care and support.

To us, you’re more than just a number, you’re someone who deserves to have their needs and preferences met, it’s that simple.

Initial Consultation

To understand your needs.

Education + Information

To help you navigate the care system.

Understanding Your Options

We help search for the best options.

Connecting You With Support

Saving you time, effort and stress.

Ongoing Support

Ensuring everything runs smoothly.

Guiding you on your aged care journey

Navigating the aged care system, whether for yourself or a loved one, can be daunting. At My Care Journey, you’ll find genuine care and expert guidance. Let us handle the details, ensuring you access aged care that fits your individual circumstances.

[email protected]

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• The Journey of Aged Care

Table of Contents

Introduction:

As we journey through life, one inevitability we all face is aging. With advancing age often comes the need for additional care and support. Whether it’s for ourselves or our loved ones, the decision to transition into aged care is a significant one, marked by a multitude of considerations and emotions. In this blog post, we’ll explore the landscape of aged care, delving into the various options available, the importance of quality care, and tips for navigating this pivotal stage of life with dignity and grace.

Understanding Aged Care:

Aged care encompasses a broad spectrum of services designed to support older individuals in maintaining their health, independence, and quality of life. From in-home assistance to residential aged care facilities, there are various options available to meet the diverse needs of seniors.

1. Home Care: Many older adults prefer to age in the comfort of their own homes, surrounded by familiar surroundings and loved ones. Home care services provide assistance with daily tasks such as personal care, household chores, and transportation, allowing seniors to remain independent for as long as possible.

2. Residential Aged Care: For those who require more intensive support, residential aged care facilities offer 24-hour care and accommodation. These facilities provide a range of services, including nursing care, medical support, social activities, and meal assistance, tailored to the individual needs of residents.

3. Respite Care: Caregiving can be demanding, both physically and emotionally. Respite care provides temporary relief for caregivers, allowing them to take a break while their loved ones receive professional care and support in a safe environment.

Importance of Quality Care:

Quality of care is paramount in aged care settings, shaping the experiences and well-being of older adults. Quality care goes beyond meeting basic needs; it encompasses respect, compassion, dignity, and personalized attention.

1. Person-Centered Care: Each individual is unique, with their own preferences, values, and life experiences. Person-centered care recognizes and respects the autonomy and dignity of older adults, empowering them to make choices and maintain control over their lives.

2. Safety and Well-being: Aged care facilities must prioritize the safety and well-being of residents, ensuring a safe and secure environment free from harm and neglect. This includes measures to prevent falls, manage medications, and protect against abuse or exploitation.

3. Social and Emotional Support: Loneliness and social isolation are prevalent among older adults, particularly those living in aged care settings. Quality care encompasses social and emotional support, fostering meaningful connections, engagement, and a sense of belonging within the community.

Navigating the Journey:

Navigating the journey of aged care can be overwhelming, but there are steps individuals and families can take to ensure a smooth transition and positive experience.

1. Research and Planning: Begin by researching the various aged care options available and assessing individual needs and preferences. Consider factors such as location, services offered, cost, and reputation when making decisions.

2. Open Communication: Effective communication is key to navigating the aged care journey. Discuss preferences, concerns, and expectations openly and honestly with loved ones and care providers to ensure everyone is on the same page.

3. Advocate for Quality Care: Don’t hesitate to advocate for quality care and speak up if you have concerns or questions. Stay informed about rights and entitlements, and don’t hesitate to seek support from advocacy organizations or regulatory bodies if needed.

4. Embrace Change: Transitioning into aged care is a significant life transition that may come with challenges and adjustments. Approach the journey with an open mind and a willingness to adapt, embracing new opportunities for growth, connection, and fulfillment.

Conclusion:

Aged care represents a crucial stage of life characterized by unique challenges and opportunities. By understanding the various care options available, prioritizing quality care, and embracing open communication and advocacy, individuals and families can navigate the journey of aged care with dignity, compassion, and resilience. Ultimately, the goal is to ensure that older adults receive the support and care they need to live fulfilling and meaningful lives, regardless of age or circumstance.

John Parker

John Parker is a content writer who loves to write about cutting edge technologies, news, lifestyle, health etc. He spends most of his time doing water quality writing reviews. When not working he loves swimming (naturally) and listening to music.

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The modern elder customer journey – opinion

By: Mike Rungie in Opinion , Top Stories December 5, 2022 0

It's standard fare for profitable businesses to know a lot about their customer's journey. And the pain points on the journey.

Then make sure their products and services address the pain points, becoming value their customers can't do without.

So, why does this recipe for success collapse when businesses and aged care providers develop products and services for their older customers?

A pretty significant market segment of some 4 million older Australians, and rapidly growing.

We asked them.

Businesses and providers told us there's little to learn about the "retirement and aged care journey."

That it's all about staying independent, filling the day, getting care, and keeping the family happy … and that's what their products do.

We were curious about how older people saw their lives, so we asked them.

First, we discovered they do think of this time as a journey, with every day to be savoured … perhaps more so than any previous life stage.

They told us it's a journey with very significant pain points to be navigated.

And that they feel alone in facing this.

We discovered that "loss" was a key linking thread through these pain points.

The loss of jobs; roles; skills; learning; purpose; relevance; drivers-licence; mobility; savings; income; home; independence; health; physical functioning; friends; networks; reputation; … and pretty well everything if you have to move into residential care.

They also told us about the pain of not being able to seize the considerable opportunities of this life stage.

To enjoy flexibility; to indulge in guilt-free fun; to learn and grow; to explore new-found pursuits; to volunteer and work; to develop new roles, and nurture others, including grandchildren.

They enthused about taking up new sports; strengthening social ties; joining community associations; setting up enterprises; and getting active on social issues.

All this started to paint a very different journey to the "retirement and aged care journey" businesses and providers had told us about.

More like one with a delightful array of "hard to access" opportunity points, but dominated by a mind-bending array of "hard to avoid" loss points.

Older people told us the impact of these unaddressed pain points accumulates and becomes very damaging. And that this is what "ageing" has become.

They told us that often there was little or no product or service available to help them get over the accumulated losses and get on with their lives.

And, even worse, the well-established aged care products that did address some of the losses came with mandated additional losses.

Not exactly a "buyers-market"! Which sent us back to see what we could learn from businesses' love of the customer journey.

It seems that "mapping" the customer journey has become an essential tool for business success.

Businesses begin with a number of personas, each with a range of scenarios, to ensure maps don't become too generic and miss out on opportunities for new customer insights and questions.

Businesses never stop mapping, with 80 per cent of leaders saying their customers are changing faster than they can change their businesses.

Success for businesses is how relevant they can be to their customers, including the customers' experience with the company itself.

So, what would it take to get relevant products and services for older people?

This is a question of what drives relevance and potency when the consumers of the service are not customers who can walk away.

And where providers don't go broke from providing bad service.

We've tried individualised budgets; government-mandated standards; needs assessment; person-centred care; subsidising community leadership and effort; provider competition; constructing a market; client rights; consumer engagement; and a Royal Commission … to little avail.

So, instead, we asked some "modern elder champions" what they thought it would take for older people to get relevant products and services:

Chip Conley said they offer older people training in successful life transitions.

Joanne Earl said to include "career" and learning plans in older peoples' retirement planning.

Lynette Nixon said to deliver digital literacy training and support to all older people.

Julianne Parkinson said to use "living laboratories" to co-realise what can be expected from this life stage, then co-design whatever delivers that.

Joe Coughlin said to engage with longevity start-ups who develop products to solve problems.

John Spoehr said to share iterative innovations to re-imagine and learn about what works.

Stephen Johnson said to create an alternative "learning" peak-body for providers who address modern elder pain points.

Dan Buettner said to construct communities that nudge older people towards good habits.

John McKnight said success only comes when businesses, aged care providers and freely given community associations work well together.

Wolf Wolfensberger said managers need to have lived experience with the products and services they offer.

Ian Henschke said to publicise the new narrative of the "modern elder journey" drawn out of the life experiences of the 20 per cent older Australian who've already done it.

Marlene Krasovitsky said to stop thinking of older people as somehow less than the rest of us.

Kay Patterson says to strengthen the protection of the human rights of older persons.

We liked this list for teaching us that aligning several transformative strategies is the way to get relevant products and services to modern elders.

We liked this list for its vision of modern elders, not just as engaged customers but also as citizens and masters of their lives.

But older people told us that in the first half of the "modern elder journey", it's hard to be a customer. And in the second half, it's hard to be a citizen.

This means we're all going to be needed in shifting the "retirement and aged care journey" to the "modern elder journey".

With the promise of significant impact and profit for those who make the change.

And for those who don't?

Their meagre impact and profit will be entirely the result of holding onto the prejudice that older people are only ever "consumers" of whatever we dish up to them.

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Aged care and the customer journey

Every customer interaction is an opportunity to build on your relationship and personalise engagement.

Client acquisition and marketing is an important aspect of business development for aged care providers, but studies suggest the cost of attracting a new client is 5 times greater than retaining an existing one. 

A recommendation by a trusted friend or family member remains one of the most powerful influences in a person’s decision-making process, which is why getting it right with your existing clients can have a greater impact on your business development goals than an expensive marketing campaign.  

Jenni Deslandes, Managing Director at CRM solutions specialist Loaded Technologies says that how aged care providers set up and roll out a customer relationship management system (CRM) from the outset will have a significant impact on business planning and client retention over the long term.

“For many providers client acquisition begins with their initial enquiry about your services – for themselves, or perhaps for a family member. This may occur years before the individual becomes a customer and begins using your services or enters your care, but each contact point that you have had with them over this period is an opportunity to build on their profile, so that when they are ready, you have a clear picture of who they are.”

The day a client enters your care is the day your strategy needs to shift from acquisition to retention.

“Client retention is about delivering on your promise to provide personalised care every day. But, if you wait until there is a problem to initiate retention strategies, you will be doing so from the back foot and have probably already lost the client and any recommendations that may come from them, their family or friends.” Ms Deslandes said. 

How aged care providers build client profiles and manage that information from the outset will have a significant impact on retention as well as revenue and growth.

“To start getting predictive outcomes you need to begin thinking about the customer journey and what this looks like. Data can help you understand how sales are going, and the conversion of leads, with the ability to focus on areas developed by marketing. It can also enable better planning, not just for a client’s current care needs but for their future requirements, for example, transitioning into residential care when the time comes,” Ms Deslandes said.

This is where the role of the CRM comes into play. It becomes a central repository for customer interactions and provides the insights needed to drive retention and growth. Key to the success of a CRM strategy is defining the customer segmentation that will lead to insights. Equally important, is ensuring the data remains accurate and clean over time, and in turn, this requires such a solution to be rolled out effectively, with administrator and user training to maintain and preserve data integrity and health. Without appropriate use of the system, data will be undermined, and insights will be lost.

This implementation stage is often where businesses fail. Client retention is not just the responsibility of a marketing or customer engagement team – it is everyone’s responsibility, from your cleaning and catering teams, to care givers, allied health, human resources and accounts through to the CEO.   “A great way to gain buy-in across your organisation is to hone in on the metrics and data that will be visible once you implement the CRM,” Ms Deslandes said.

“Ask your business leaders what insights are helpful and relevant in retaining and growing their specific business unit. That said, it’s not enough to just know which metrics to track, but how to set up your systems architecture and processes to ensure those things can be measured.”

“You also need to focus on data – data quality and data governance, so that meaningful metrics can actually be realised. Bringing all this to life requires a big focus on change management, as we’re asking people to think differently about their jobs and their roles, even talk a new language.”

Wesley Mission Queensland have recently changed its customer approach which has led to significant changes across the organisation.

“We have learnt that a single customer view requires us to think, plan, act and manage very differently,” said Selina Beauchamp, CIO at WMQ.

“Implementing the right technology is just one element of the answer… we need to take a very different approach to how we design and manage our core customer-facing processes. We need to think carefully about the skills, capabilities and roles needed to manage aspects of the customer journey and set up the management rhythms so we’re constantly thinking, talking and making decisions with a customer-first lens. It’s certainly hard work, and ultimately it requires a change in culture.”

Ms Deslandes says it is vital to bring your people on a change journey when rolling out any CRM. 

“If you don’t spend the time to bring people on a change journey then there is no point starting. We are talking about change management and you need to show people how they can use the data.  A lot of people have been in the sector a long time and need to be shown how the data can help them get better outcomes in their job and business.”

Functionality

Sugar offers an industry-leading customer experience, a simple interface and an intuitive customisation platform. Sugar will help you to streamline your business operations and deliver in-depth trends and predictions about your customers.

There are three core products that Sugar offers, which then combine with additional applications to enhance your solution to develop deep insights, reports and analytics; integrate third party applications; and map your customer journeys.

Sugar Market – Marketing Automation

Sugar Market is the all-you-need marketing automation solution built with highly intuitive campaign builders, advanced automation and superior reporting. Enabling you to understand engagement, improve conversion rates and drive more revenue.

Sugar Sell – Sales Automation

Create extraordinary customer relationships with Sugar Sell. Track and monitor activities, map each customer’s journey and automate as many workflows as you need. Sugar Sell is lean, fast and integrates with anything.

Sugar Serve – Customer Service

Get customer satisfaction levels back on track with Sugar Sell’s intuitive reporting and dashboards. Ensure proper response and resolution times, monitor customer satisfaction and meet your customers’ needs across the full range of support channels.

The SugarCRM suite of products will allow you to understand where your leads are coming from and help the sales and marketing teams refine their efforts, which is especially useful where the sales process is long in areas such as retirement living.

Fundraising and benefactors

Loaded Technologies has extended the functionality of SugarCRM for customers to manage donations, events, memberships and sponsorships. This involves the use of customer portals that integrate with the CRM to capture the required information.

“This solution is used by a range of not for profits to streamline these marketing processes and grow customer engagement and revenue. We have seen a real uplift in efficiencies for our customers who have utilised this solution, by having information such as donations in one place along with all other customer data. This provides real opportunities for personalised communications.” Ms Deslandes said.

For further information get in touch with Jenni and the team at Loaded Technologies – https://www.loadedtech.com.au/contact-us/

Sponsored by Loaded Technologies

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Defining the Client Journey: A Look into Aged Care Industry Personas

Written by Taylor Folt

March 8, 2023.

Reading Time: 3 minutes

Technology is designed with the end-user in mind, but what does it actually look like to be that end-user?

Very rarely is there even just one type of user for any given organisation or industry. As developers, consultants, and administrators it’s all too easy for us to forget what it’s like to be on the client’s journey rather than our own. Personas are the hallmark tool that UX designers use to get out of that mindset and into the approach that a client can relate to. We see this as the gold standard that all of our consultants should model whether or not they consider themselves UX experts!

Let’s take a closer look at how we use personas at DataColada to empathise with and create for the clients in the Aged Care industry.

The Aged Care space is undoubtedly a growing and emotional one filled with many characters: family members seeking to find care for aging loved ones, potential clients nervously getting moved into facilities from their homes, busy admissions staff members triaging and collecting information for each prospective client, and management staff overseeing all of these processes at the facility to name a few.

Let’s take the example of the busy admissions staff member:

Persona: Chloe

Description: Chloe is a middle-aged woman who has worked at her aged care facility for the past two years on the admissions team. She frequently finds herself in the position of receiving phone calls from stressed family members who need to find quality care for their aging relatives. While she’s adept at gathering the required information, she’s finding it difficult to collect and organise the required info while still maintaining compassion and patience on the phone.

Demographics: Gender: Woman Age: 46 Location: Sydney Education: University degree Job Title: Admissions Associate

Struggles that Salesforce can address:

Needs: Efficient and easy data entry for each caller

Motivations: Be more productive at work, free up time on phone lines, finish work within her 40 hour workweek, get promoted

Pain Points: Chloe is not paid hourly, therefore it’s not to her benefit to work overtime catching up on cryptic documentation when she’s already had to spent so much time on the phone with anxious callers. She wants to be promoted to an Admissions Manager but she’ll need to stand out by closing out calls more efficiently to impress her manager.

Persona’s Journey: Chloe may be busy, but she’s also a fast learner. She prioritises simplicity and customer service. We should lean into something like a screen flow for calls in the facility’s Salesforce org. This will allow Chloe to fly through her required questions and document while speaking to the caller without taking away from her ability to be charismatic and present with the enquirer.

Check out how we’ve used personas just like Chloe to inspire the design of our Residential Care and Retirement Living Accelerators here!

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40 Facts About Elektrostal

Written by Lanette Mayes

Modified & Updated: 02 Mar 2024

Reviewed by Jessica Corbett

Elektrostal is a vibrant city located in the Moscow Oblast region of Russia. With a rich history, stunning architecture, and a thriving community, Elektrostal is a city that has much to offer. Whether you are a history buff, nature enthusiast, or simply curious about different cultures, Elektrostal is sure to captivate you.

This article will provide you with 40 fascinating facts about Elektrostal, giving you a better understanding of why this city is worth exploring. From its origins as an industrial hub to its modern-day charm, we will delve into the various aspects that make Elektrostal a unique and must-visit destination.

So, join us as we uncover the hidden treasures of Elektrostal and discover what makes this city a true gem in the heart of Russia.

Key Takeaways:

• Elektrostal, known as the “Motor City of Russia,” is a vibrant and growing city with a rich industrial history, offering diverse cultural experiences and a strong commitment to environmental sustainability.
• With its convenient location near Moscow, Elektrostal provides a picturesque landscape, vibrant nightlife, and a range of recreational activities, making it an ideal destination for residents and visitors alike.

Known as the “Motor City of Russia.”

Elektrostal, a city located in the Moscow Oblast region of Russia, earned the nickname “Motor City” due to its significant involvement in the automotive industry.

Home to the Elektrostal Metallurgical Plant.

Elektrostal is renowned for its metallurgical plant, which has been producing high-quality steel and alloys since its establishment in 1916.

Boasts a rich industrial heritage.

Elektrostal has a long history of industrial development, contributing to the growth and progress of the region.

Founded in 1916.

The city of Elektrostal was founded in 1916 as a result of the construction of the Elektrostal Metallurgical Plant.

Located approximately 50 kilometers east of Moscow.

Elektrostal is situated in close proximity to the Russian capital, making it easily accessible for both residents and visitors.

Known for its vibrant cultural scene.

Elektrostal is home to several cultural institutions, including museums, theaters, and art galleries that showcase the city’s rich artistic heritage.

A popular destination for nature lovers.

Surrounded by picturesque landscapes and forests, Elektrostal offers ample opportunities for outdoor activities such as hiking, camping, and birdwatching.

Hosts the annual Elektrostal City Day celebrations.

Every year, Elektrostal organizes festive events and activities to celebrate its founding, bringing together residents and visitors in a spirit of unity and joy.

Has a population of approximately 160,000 people.

Elektrostal is home to a diverse and vibrant community of around 160,000 residents, contributing to its dynamic atmosphere.

Boasts excellent education facilities.

The city is known for its well-established educational institutions, providing quality education to students of all ages.

A center for scientific research and innovation.

Elektrostal serves as an important hub for scientific research, particularly in the fields of metallurgy, materials science, and engineering.

Surrounded by picturesque lakes.

The city is blessed with numerous beautiful lakes, offering scenic views and recreational opportunities for locals and visitors alike.

Well-connected transportation system.

Elektrostal benefits from an efficient transportation network, including highways, railways, and public transportation options, ensuring convenient travel within and beyond the city.

Famous for its traditional Russian cuisine.

Food enthusiasts can indulge in authentic Russian dishes at numerous restaurants and cafes scattered throughout Elektrostal.

Home to notable architectural landmarks.

Elektrostal boasts impressive architecture, including the Church of the Transfiguration of the Lord and the Elektrostal Palace of Culture.

Offers a wide range of recreational facilities.

Residents and visitors can enjoy various recreational activities, such as sports complexes, swimming pools, and fitness centers, enhancing the overall quality of life.

Provides a high standard of healthcare.

Elektrostal is equipped with modern medical facilities, ensuring residents have access to quality healthcare services.

Home to the Elektrostal History Museum.

The Elektrostal History Museum showcases the city’s fascinating past through exhibitions and displays.

A hub for sports enthusiasts.

Elektrostal is passionate about sports, with numerous stadiums, arenas, and sports clubs offering opportunities for athletes and spectators.

Celebrates diverse cultural festivals.

Throughout the year, Elektrostal hosts a variety of cultural festivals, celebrating different ethnicities, traditions, and art forms.

Electric power played a significant role in its early development.

Elektrostal owes its name and initial growth to the establishment of electric power stations and the utilization of electricity in the industrial sector.

Boasts a thriving economy.

The city’s strong industrial base, coupled with its strategic location near Moscow, has contributed to Elektrostal’s prosperous economic status.

Houses the Elektrostal Drama Theater.

The Elektrostal Drama Theater is a cultural centerpiece, attracting theater enthusiasts from far and wide.

Popular destination for winter sports.

Elektrostal’s proximity to ski resorts and winter sport facilities makes it a favorite destination for skiing, snowboarding, and other winter activities.

Promotes environmental sustainability.

Elektrostal prioritizes environmental protection and sustainability, implementing initiatives to reduce pollution and preserve natural resources.

Home to renowned educational institutions.

Elektrostal is known for its prestigious schools and universities, offering a wide range of academic programs to students.

Committed to cultural preservation.

The city values its cultural heritage and takes active steps to preserve and promote traditional customs, crafts, and arts.

Hosts an annual International Film Festival.

The Elektrostal International Film Festival attracts filmmakers and cinema enthusiasts from around the world, showcasing a diverse range of films.

Encourages entrepreneurship and innovation.

Elektrostal supports aspiring entrepreneurs and fosters a culture of innovation, providing opportunities for startups and business development.

Offers a range of housing options.

Elektrostal provides diverse housing options, including apartments, houses, and residential complexes, catering to different lifestyles and budgets.

Home to notable sports teams.

Elektrostal is proud of its sports legacy, with several successful sports teams competing at regional and national levels.

Boasts a vibrant nightlife scene.

Residents and visitors can enjoy a lively nightlife in Elektrostal, with numerous bars, clubs, and entertainment venues.

Promotes cultural exchange and international relations.

Elektrostal actively engages in international partnerships, cultural exchanges, and diplomatic collaborations to foster global connections.

Surrounded by beautiful nature reserves.

Nearby nature reserves, such as the Barybino Forest and Luchinskoye Lake, offer opportunities for nature enthusiasts to explore and appreciate the region’s biodiversity.

Commemorates historical events.

The city pays tribute to significant historical events through memorials, monuments, and exhibitions, ensuring the preservation of collective memory.

Promotes sports and youth development.

Elektrostal invests in sports infrastructure and programs to encourage youth participation, health, and physical fitness.

Hosts annual cultural and artistic festivals.

Throughout the year, Elektrostal celebrates its cultural diversity through festivals dedicated to music, dance, art, and theater.

Provides a picturesque landscape for photography enthusiasts.

The city’s scenic beauty, architectural landmarks, and natural surroundings make it a paradise for photographers.

Connects to Moscow via a direct train line.

The convenient train connection between Elektrostal and Moscow makes commuting between the two cities effortless.

A city with a bright future.

Elektrostal continues to grow and develop, aiming to become a model city in terms of infrastructure, sustainability, and quality of life for its residents.

In conclusion, Elektrostal is a fascinating city with a rich history and a vibrant present. From its origins as a center of steel production to its modern-day status as a hub for education and industry, Elektrostal has plenty to offer both residents and visitors. With its beautiful parks, cultural attractions, and proximity to Moscow, there is no shortage of things to see and do in this dynamic city. Whether you’re interested in exploring its historical landmarks, enjoying outdoor activities, or immersing yourself in the local culture, Elektrostal has something for everyone. So, next time you find yourself in the Moscow region, don’t miss the opportunity to discover the hidden gems of Elektrostal.

Q: What is the population of Elektrostal?

A: As of the latest data, the population of Elektrostal is approximately XXXX.

Q: How far is Elektrostal from Moscow?

A: Elektrostal is located approximately XX kilometers away from Moscow.

Q: Are there any famous landmarks in Elektrostal?

A: Yes, Elektrostal is home to several notable landmarks, including XXXX and XXXX.

Q: What industries are prominent in Elektrostal?

A: Elektrostal is known for its steel production industry and is also a center for engineering and manufacturing.

Q: Are there any universities or educational institutions in Elektrostal?

A: Yes, Elektrostal is home to XXXX University and several other educational institutions.

Q: What are some popular outdoor activities in Elektrostal?

A: Elektrostal offers several outdoor activities, such as hiking, cycling, and picnicking in its beautiful parks.

Q: Is Elektrostal well-connected in terms of transportation?

A: Yes, Elektrostal has good transportation links, including trains and buses, making it easily accessible from nearby cities.

Q: Are there any annual events or festivals in Elektrostal?

A: Yes, Elektrostal hosts various events and festivals throughout the year, including XXXX and XXXX.

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