Case Studies

CX Improvements for Home Care

Identified best practice and continuous improvement initiatives to bring about an improved customer experience across scheduling and service delivery for Community Care provider.

Innovation Workshops for CHSP transformation

Led innovation activity for CHSP provider to discover and develop areas of future opportunity to navigate government legislative change.

Implementation of new operating model in Independent Living

Led multidisciplinary team to operationalise innovative model of ageing in place. A premium resident experience that transformed the Retirement Village operating model to deliver a compelling, affordable resident proposition supported by a commercially viable financially sustainable model

Rollout of new Clinical Management System in Residential Care

Supported technical rollout and implementation of new ResMed Clinical Management System across 23 Residential Aged Care Homes.

Communications Plan for new Care Management System in Community Care

Developed Communications Plan in support of technical implementation of new Care Management System for Community Care Provider.

Development of new social care business model

Facilitated workshops to inform development of new social care solution. Service model supported by new app.

Brand and Marketing Strategy for Care Technology Company

Led development of new brand and marketing strategy through to implementation for care experience technology company.

Customer Experience Improvements for Department of Health and Aged Care (DoHAC).

Project Managed the CX improvements program to uncover customer pain points, design new CX Strategy and identify improved ways of working to streamline the customer experience for those choosing to access aged care services. Culminated in an articulated program of strategic initiatives for implementation over a phased roadmap.

Testimonials

“Synerge assisted the Brisbane North PHN to explore future opportunities for their aged care collaborative to navigate a period of dynamic industry change and uncertainty. Christine Davis brought proven methods and innovative thinking to the process to help us shape our thoughts and ideas to discover various opportunities for the group.”

“Christine Davis supported us to design and deliver an improved customer experience for our Whiddon Community Care scheduling function. By uncovering the pain points in existing practices, processes, systems and technology then developing customer focussed improvements we were able to bring about an improved way of working to deliver both improvements in customer experience and business efficiency.”

“Christine Davis provided marketing knowledge and capability that helped the organisation to reposition itself to better take advantage of new market opportunities for business growth. She also showed great expertise in facilitating multi-faceted stakeholder workshops. Without doubt, her extensive knowledge, and contacts, within the sector significantly enhanced her role and the achievement of outcomes.