Frightened of feedback? How to build a culture of feedback and continuous improvement in aged care

Dr Louise Parkes2

1Voice Project, Macquarie Park, Australia

2HammondCare, Sydney, Australia


One of the key recommendations emerging from the Aged Care Workforce Strategy Taskforce is for aged care organisations to develop better cultures of feedback and continuous improvement. A good feedback culture is now also enshrined as one of the key Aged Care Quality Standards. Feedback is one of the best ways to find out what is working well and what is not, and is critical for ensuring the safety and quality of care. Organisations with good feedback cultures seek and value feedback, and use it constructively to improve the engagement and performance of individuals and teams. It requires a significant mindset shift for leaders, and is a key factor in attracting and retaining talent in the sector. In this presentation delegates will hear about:

–              Voice Project’s research with aged care staff and consumers showing why feedback is so important in aged care,

–              the challenges for staff and leaders in listening and responding to feedback,

–              practical strategies to improve feedback culture in the aged care workforce, and

–              case studies of successful culture transformations.


As senior consultant and head of research at Voice Project, Louise is passionate about improving organisations by giving people a voice. She has over a decade of experience partnering with organisations to use feedback to improve organisational culture, staff engagement and wellbeing, leadership and customer experience across all sectors. Louise particularly enjoys working at both ends of the life spectrum – in aged care and schools! Louise coordinates research projects with university partners, promotes evidence-based best-practice, and manages product development. Louise is also a non-executive Director at HammondCare, where she chairs the Quality, Safety and Risk Committee. She has a PhD in Organisational Psychology (UNSW), is a Registered Psychologist, and a Graduate of the Australian Institute of Company Directors.

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