Teresa Yeing

Head of Customer Experience ACH Group

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

2:00 PM CASE STUDY: Developing an Organisation Wide Program at ACH Group That Will Enhance Residential Experience and Exceed Accreditation Standards.

As one of Australia’s leading aged care organisations with over 1,700 staff and supporting more than 20,000 older people in South Australia and Victoria, ACH Group is working towards become and more customer centric organisation. In an attempt to combat the negative connotations towards aged care that the royal commission into aged care has had, ACH is putting their residents first, by installing a program that will enhance the residential experience and exceed aged care standards. Teresa Yeing will present on the steps they took to produce and develop the Good Life program at ACH Group.

  • Measuring promise and vision of Good Life for older people through efficient resident feedback.
  • Operating a customer experience strategy and roadmap that engages with aged care quality standards.
  • Leveraging accreditation standards to optimize resident experience practices and establish a program that utilises these standards at its advantage.


Check out the incredible speaker line-up to see who will be joining Teresa.

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