Customer experience is key at Baptistcare

Baptistcare has recently expanded its Customer Centre to include a team of Customer Engagement Consultants dedicated to helping older West Australians navigate their options when it comes to aged care.

As government policy places greater choice and control in the hands of the consumer, the Customer Engagement Consultants will introduce new capabilities and processes in order to offer the best possible experience for Baptistcare customers and their family members.

Duncan Guy from Baptistcare’s Customer Centre said the consultants will play an important role in alleviating the stress and uncertainty that often comes with making decisions about aged care, including assisting with the transition to residential care if required.

“Our Customer Engagement Consultants will take the time to understand an individual’s needs and preferences, offering customers a personalised experience where they feel respected and listened to,” he said.

Lisa Iley became Baptistcare’s first Albany-based Customer Engagement Consultant earlier this year and said she was enjoying the opportunity to give back to her local community.

“It’s all about helping people stay in their homes and communities for as long as possible, which I think is what most of us want for ourselves,” she said.

“We understand how complex the aged care system can be to navigate and are here to help guide customers and their family members through everything from paperwork to assessments.”

If you or your loved ones would like some help understanding your aged care options, please contact us on 1300 660 640.

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