Aged Care

The Aged Care Act requires providers to deliver rights-based, person-centred care and support that puts the needs, preferences and dignity of older people first, and gives people safe, effective, high-quality services delivered with respect.

That's a compliance requirement, and a customer experience one. Older people need greater choice, control and independence, and to stay at the centre of decisions made about their care - which means the ‘ideal customer experience’ an organisation designs has to match the ‘customer service’ its frontline staff actually deliver.

We help aged care providers design, put in place and manage a customer experience program that meets that bar and sets them apart in a competitive market. Every touchpoint, from first enquiry through to care delivery, needs to work for the person receiving it and hold together across the organisation. Done well, it also supports growth: stronger customer engagement and loyalty feed operational profitability.

Keeping the customer at the centre of strategy is what lets a provider respond to the reform's choice, control and independence requirements, and to families' changing expectations.

Between April and June 2026 we ran primary research with leaders of aged care organisations. Their answers came back to customer experience, the strain on service, and culture.

Customer experience is moving into core strategy. Providers are building CX into how they plan, both to stand out and to run more efficiently.

Keeping service going is hard. Leaders described workforce retention and burnout, and a compliance load that grows with every regulatory change.

Culture has to change with it. Communication between the frontline and management often breaks down, and complaints are still treated as a problem to manage when they could be a source of learning.

Read the full report