Transforming the aged care experience

Enhancing personalisation, transparency and family engagement through technology

Safety. Trust. Choice. Experiences. Relationships. These are the things that matter to older Australians in aged care and their families. For providers, there has never been a more challenging time to fulfil these needs. The outlook for the next stages of COVID-19 remains uncertain. The industry will soon confront major regulatory and funding reform arising from the outcomes of the Royal Commission. 

Alongside these extraordinary and difficult circumstances, there is a renewed ambition amongst leading providers to think differently about the future of aged care. How can we create healthier, more fulfilling and connected lives for older Australians? And what role can digital technology play in a new aged care experience? Attitudes and expectations of older Australians towards technology are changing rapidly. Leading providers will seize this opportunity to deliver better outcomes, differentiating their services in an increasingly competitive industry.

To better understand how technology is currently used by aged care providers, PwC and Salesforce collaborated on the Aged Care Customer Experience Study in 2020. This research explored the influencing factors and customer experience of aged care residents and in-home care recipients, and the close family members and friends involved in their care. It looked at current pain points in the aged care sector and how these gaps might be bridged using both emerging and proven technology.

This paper explores some of the insights to come out of this research and what these mean for aged care providers. We also explain why digital transformation doesn’t have to be expensive or complicated to achieve significant. We also explain why digital transformation doesn’t have to be expensive or complicated to achieve significant outcomes; and we outline some practical steps aged care providers can take to get started.

Download the report


*Decision makers are close family members and friends involved in a recipient's care

Introducing PwC’s Empowered Aged Care solution to support your aged care facility

PwC’s Empowered Aged Care connects loved ones together and incorporates relatives into the care team. Our solution applies the right digital solutions to support aged care providers, residents, and their families through this difficult time. 

Powered by Salesforce and created exclusively for the aged care industry, Empowered Aged Care is focused on enabling transparency, increasing access and facilitating connectedness. 

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