The Transformative Effects of Great CX on Aged & Disability Care Recipients

Introduction: The Power of Customer Experience (CX)

In the aged and disability care sectors, customer experience (CX) transcends the usual business context. A great CX can be transformative for care recipients, significantly enhancing their quality of life and overall well-being1.

Understanding CX in the Care Sector

Before delving into the transformative effects of great CX, it’s essential to understand what CX means within the care sector.

Unlike traditional businesses where CX might refer to user-friendly interfaces or efficient service, in the care sector, CX encompasses:

  • Respectful and empathetic interpersonal interactions
  • Personalised care tailored to individual needs
  • A safe and comfortable environment
  • Efficient communication between caregivers, recipients, and their families

Real-Life Stories of Exceptional CX in Care

Hayylo, an organisation focusing on the Aged, Community, and Disability Services sector, highlights the importance of realising your customer experience visions in aged care3. Their approach to CX involves the following:

  • Personalisation.
  • Creating a safe and comfortable environment.
  • Utilising appropriate technologies to enhance care and independence.

Moreover, PwC’s research on the aged care experience emphasised the influencing factors and customer experience of aged care residents and in-home care recipients4.

KinCare, one of Australia’s largest family-owned in-home aged care and disability support providers, reshaped aged care for the customer, demonstrating the transformative power of CX5.

The Core Elements of Great CX in Care

These stories highlight three core elements of great CX in the care sector:

  1. Personalisation: Tailoring care to meet individual preferences and needs.
  2. Environment: Creating a safe, comfortable, and homely setting.
  3. Technology: Utilising appropriate technologies to enhance care and independence.

The Role of Onboarding Software in Delivering Exceptional CX

Onboarding software plays a crucial role in facilitating exceptional CX. By streamlining the onboarding process for caregivers, providers can ensure they’re well-equipped to deliver personalised, high-quality care. Furthermore, efficient communication through the software ensures all stakeholders stay informed and involved in the care process6.

Conclusion: The Transformative Power of Exceptional CX

In conclusion, exceptional CX can transform lives in the aged and disability care sectors. As these real-life stories demonstrate, great CX is about more than just meeting basic needs; it’s about enhancing the quality of life, fostering independence, and promoting happiness and well-being.


  1. Customer experience in the ageing sector. (Source: KPMG) ↩
  2. How consumer-driven care is reshaping the community. (Source: Deloitte) ↩
  3. The 3-Step Guide to Realising Your Customer Experience. (Source: Hayylo) ↩
  4. The aged care experience transforming. (Source: PWC) ↩
  5. Reshaping aged care for the customer – Kincare case study. (Source: Pollen) ↩
  6. Improving NDIS participant experience to create business. (Source: VisiCase) ↩
  7. Consumer engagement in aged care. (Source: Aged Care Quality) ↩

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