Reinventing Client Feedback: Smarter Surveys for Stronger Compliance

The New Aged Care Act and Strengthened Quality Standards place greater emphasis on client and workforce feedback as a cornerstone of continuous improvement and compliance. Providers are now required to demonstrate not only that they capture complaints and feedback, but that they systematically use this information to measure performance and outcomes.

In this practical webinar, we’ll unpack the feedback and complaints system requirements under the Act, explore the broader expectations for engagement under the Strengthened Standards, and show how smarter surveys and structured feedback processes can help track how your organisation is performing against compliance requirements. You’ll gain insights into building meaningful engagement with both clients and staff, and learn how to turn feedback into actionable data that drives improvement.

Who Should Attend?

· Home care providers preparing for the new Aged Care Act.

· Quality, compliance, and governance leads.

· Client experience and engagement teams.

· Board and executive members responsible for oversight.

Why Attend?

· Understand new and existing requirements for complaints and feedback systems under the Act.

· Explore the role of client and staff engagement within the Strengthened Standards.

· Learn how to design smarter surveys that link to compliance outcomes.

· Gain practical strategies to monitor, measure, and evidence your compliance.

· Take away tools and ideas you can adapt to your organisation immediately.

About Tash Edwards and Enkindle Consulting

With foundations in commercial banking and finance, Tash moved into the People Care industry and, for 10 years, has been leading next practice Workforce, Change Management and Consumer Experience teams within the Aged Care and Disability Industries. As a founding Partner and Director of Enkindle Consulting, Tash has worked with the Federal Government and supported Health, Aged Care, Employment and First Nation organisations on a range of projects in strategic workforce, leadership, culture, service deployment, product, design, change strategy and business improvement.

Enkindle means to ‘set on fire’ or ‘inspire’. We are contemporary Strategic Management consultants with over 25+ years’ Executive experience in the Aged Care industry. We are passionate about supporting Providers to transform and thrive through renewal, repositioning and reinventing their business, service models and strategy. Our superpower is turning strategy into clear plans for execution. Plans that provide the steps to help organisations to communicate and mobilise change, service, and organisation transformation.

Can't attend?

Please email us at hello@enkindle.com.au and we will update you when additional dates become available.