Baptistcare sized

The Client

BaptistCare is a leading not-for-profit Christian-based care organisation that has been serving the aged and people living with disadvantage for over 75 years. They support thousands of people across NSW and the ACT through more than 160 facilities and programs.

The Challenge

BaptistCare were facing marked changes in government regulation as well as margin pressure across the business. In response, BaptistCare wished to increase the quality and consistency of services experienced by their customers, across three core business units at every interaction.

The Approach

Strativity tackled the challenge by firstly conducting in-depth interviews with customers, next of kin, and primary care givers (n=120). This extensive research uncovered deep insights around customer needs, pain points and future opportunities. Through cross-functional workshops, the team co-designed a CX Vision and a set of guiding Principles and supporting experience articulations. Strativity then worked with the business areas to apply principles, assess gaps and design a Voice of Customer program. In total, our work identified 500 improvement ideas and 27 innovation concepts.

The Results

As a result of Strativity’s work, the enormous task of aligning disparate stakeholders to the new aspirational experience visions was achieved—from frontline carers to members of the Executive Leadership Team. With a fresh customer centric vision, roadmap, and a Voice of Customer program to help them track their progress, BaptistCare is well-equipped to face the ever-changing aged-care landscape.

“Before we met Strativity, we used to turn the lights on at 7:00am, a bit like a military operation. Now we let residents choose when they’d like to get up and we have noticed that our dementia patients are calmer.”

Annette Hili,
Chief Operating Officer

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