Aged Care - Consumer Engagement

Is your organisation fully meeting Standard 1 of the Aged Care Quality Standards (Quality Standards)?

ACHS Improvement Academy provides interactive training and the very latest best practice methodologies to ensure your facility prioritises consumer dignity and choice in the planning, design, delivery, measurement and evaluation of systems and services.

We provide participants with an enhanced understanding of consumer expectations, equipping them to develop strategies to understand their consumers and their journey, allowing them to personally improve consumer engagement.

Key Learning Outcomes:   

  • Recognise consumer expectations are changing, driven by service expectations set outside the aged care industry.
  • Introduce design methodology tools to deeply understand the actual lived experience of consumers and their families.
  • Identify opportunities to partner with consumers to improve aged care services.

"Caring, by its very nature, depends upon relationships between people. Caring relationships that leave older people feeling heard and seen and respected are essential to maintaining dignity". Aged Care Royal Commission Report - final summary 2021 

What are previous participants saying?

“Fantastic presenter. Good to use a case study to go through a patient’s experience remembering that as a staff member you often only see one small part of their journey”- Uniting Aged Care Worker

“Tangible activities to improve the patient’s experience using the journey mapping, it was easy to understand and showed the outcomes. Shelly’s facilitation style was very engaging and professional.”- Uniting Aged Care Worker




Thursday, 16 September 2021 at 12 pm - 2 pm (AEST)

Wednesday, 1 December 2021 at 12 pm - 2 pm (AEDT)



  • $110 inclusive 10% GST
  • Organisations who register three or more participants, will be eligible for a 15% discount on each registration ($93.50)



2 Hours



Ms. Shelley Thomson, Director, Experience 360  



Aged care professionals including: Executive and leadership, Nurses and Carers, Allied Health Professionals, Mental health Practitioners and Consumers



Interaction via ZOOM


Click Here to Register through Eventbrite - 16 September 2021

Click Here to Register through Eventbrite - 1 December 2021

Cancellation Policy

The ACHS reserves the right to cancel any program.  Full registration will be refunded if a program is cancelled or oversubscribed.



Cancellations received in writing by ACHS more than 7 days prior to the event will be accepted and all fees refunded less 10% (ex GST) of the total cost of the training. Cancellations received within 7 days of the event will not be refunded, however, transfer of your registration to another person is acceptable.

Last Review Date 11 October 2021

Overall the service provided is of a high standard and staff and surveyors are all very helpful and friendly.

ACHS member response to survey