Australian Ageing Agenda January-February 2024 Cover Story

LPA is on hand to navigate the sea of reforms

Every step of the way

During a period of major reform, LPA is on hand to help care providers navigate the change.

In a world where people take a “brain dump”, “run it up the flagpole”, “trim the fat” and then “circle back”, it’s refreshing to receive nononsense, evidence-based practical advice.

That’s what you can expect from the expert team at LPA – which provides consultancy, training and support to the aged, disability, health and community care sectors.

“We offer our clients lived-experience expertise – for want of a phrase,” LPA managing director Lorraine Poulos tells Australian Ageing Agenda “Our consultants are able to say, ‘We’ve been through the same challenges, and this is one way that you might be able to solve the issue.’”

That firsthand knowledge is invaluable, says Sarah Cheney – LPA’s chief operating officer. “We have people who have worked in the industry for 20 or 30 years in a range of different roles –working in the government sector and working in health and aged care organisations in key executive roles. They’ve got a good perspective of how the different aspects of the industry interacts with each other so we’re able to offer our clients best-practice, hands-on advice,” Cheney tells AAA

LPA also has a team of clinicians on board, including a nurse practitioner.

“Having a strong team of clinical leaders at hand is a real asset because it’s all well and good to know how to operate a home care business, but the business that we’re in is about care – safe, quality care,” says Poulos – a registered nurse and experienced health care executive, who has worked in the health and aged care sectors for almost 40 years.

When engaging with clients, she says LPA adopts a mentoring role.

“Most providers know what their problems are, and if you listen to them and guide them through some possible scenarios, then that approach seems to work well. When we do a prequality review around how a provider meets the aged care quality standards, for example, we take our time to ensure they understand why they are being expected to meet a certain standard.”

Poulos adds: “I’ve yet to meet anyone who likes to be told they’re doing things the wrong way. Instead, we help them modify what they’re doing so that everyone in the team feels that they are going to succeed.”

A personalised approach

When advising clients, LPA doesn’t just hand out a generic tick-list of dos and don’ts, says Cheney – a former community-based allied health clinician who has more than 10 years’ experience in healthcare with extensive knowledge of the disability sector.

“We try and provide practical examples and tailor our approach to each organisation because they are all unique and have different characteristics.”

Poulos reiterates the point: “We don’t offer cookie-cutter advice. Ours is a personalised response – we know that one size doesn’t fit all,” she says.

“We might have a small provider with a very lean management team right through to a very large provider that’s got quite sophisticated systems and processes in place. We are able to adjust our offerings to whatever needs that the provider has.”

With both the disability and the home care sectors currently in a state of flux, it’s difficult for people working in the care industry to keep abreast of the latest developments.

This means the team at LPA is continually assessing how any incoming changes will affect the people on the ground.

“The way that we try to support our clients is by thinking ahead,” says Poulos. “Thinking about what the changes mean at the coalface – what does it mean to people who have to implement the adjustments.”

Steve Neal

Head of clinical services and leadership programs

Former director of operational excellence at Uniting Agewell, Steve brings extensive experience in health and aged care as a registered nurse offering vital clinical guidance to home care providers. With his additional qualifications as an executive coach and member of the International Coaching Federation, Steve is responsible for the development and delivery of LPA leadership programs.

“Everyone shares their knowledge so that we – as a team – can provide the best service we can.”

David Fleming

Senior consultant

David brings extensive experience from both government and non-government sectors, focusing his expertise on aged care. He has worked at all levels, dedicating himself to the wellbeing of the elderly. Proficient in training and development, David boasts a strong track record in shaping public policy, ensuring quality compliance, and strategic planning, particularly within aged care.

As providers navigate the ever-changing care landscape, the LPA team is there every step of the way, says Cheney.

“We’re there with our clients throughout their journey. Whether it’s through the establishment phase or a growth phase, our consultants are there to help providers through their different life cycles.”

Poulos tells AAA that LPA is on hand to help people across every level of an organisation.

“What are the workforce implications? What does the board need to know? What do the managers need to know? What are those key legislative changes that – if they don’t deal with – could have significant negative impacts moving forward.”

As an example, Poulos points to the recent changes providers have had to make to their governing bodies. Since 1 December last year, providers have been required to have both a quality care advisory body and a consumer advisory body counselling their executive team.

“There were proactive providers who contacted us halfway through the year to get that sorted and then there were others who – with just a few weeks to go – were still unprepared,” says Poulos. “We were able to step in and help them out.”

Teamwork mentality

Whether conducting organisational reviews and audits, providing clinical care support services, assisting with funding applications, or hosting training workshops and webinars, helping providers out is the aim of the game.

However, Poulos says the LPA team doesn’t purport to be an authority on everything. Which is why LPA has numerous experts on speed dial.

“We don’t pretend to know everything. If we don’t understand a problem, we’ll make it our job to go and find a solution,” she says. “We’ve got good relationships with financial services such as StewartBrown and legal services such as Maddocks.”

“We know what our limits are,” adds Cheney. “Which is why we partner with legal specialists and financial experts. This is to ensure that

Marisa Galiazzo

Senior consultant

Marisa holds over 25 years of leadership experience in government and non-profit sectors, possessing strong connections in home care, disability and health care. Her expertise in business process improvement, strategic planning, and organisational design reflects her genuine passion for aged care. Marisa is dedicated to empowering providers for quality care amid ongoing sector reforms.

Chris Giles

Senior consultant

With over 23 years in executive leadership across local, regional and national levels in aged care, Chris excels in health and not-for-profit sectors. Experienced in leading diverse teams, Chris passionately advocates for the rights of older individuals, ensuring person-centred care and safe clinical excellence.

James Lim

Senior consultant

James – who holds a rich background in public and private community service – excels in change management, service integration, governance and risk management. His leadership in senior roles spans aged care, disability, community mental health, housing, and multidisciplinary teams. James has guided teams to achieve quality outcomes and awards, navigate reforms, ensure sustainable growth, and innovate in care experiences.

providers are receiving the best possible advice we can offer them.”

Cheney tells AAA the LPA team members also learn from one another.

“We have a good peer review and peer support process. We’re continually collaborating with each other and seeking out views and guidance,” she says. “Everyone shares their knowledge so that we – as a team – can provide the best service we can.”

“We try and provide practical examples and tailor our approach to each organisation.”

When dealing with clients, the LPA team members all comply with an in-house ethical code, says Poulos. “We abide by our values – and every member of the LPA team knows what those values are.”

And each of those values are incorporated into LPA’s day-to-day interactions.

As the LPA team grows, Cheney emphasises the importance of hiring staff aligned with the organisation’s values – which are courage, kindness, reliability, gratitude, compassion, and integrity.

“Internally within the team we remind ourselves of the values and often draw on them

AGED CARE BUSINESS APPROVAL

Becoming an approved provider

Strategic consultant

LPA takes pride in being an end-to-end solution for home care providers wherever they are in their journey.

GET STARTED WITH LPA TODAY

Reach out by emailing admin@lorrainepoulos.com.au, or scanning the QR code below.

The LPA team evaluates your situation, matches it to the application criteria, and offers tailored support to enhance your application. They provide extensive help, from strategic planning to regulatory guidance, to distinguish your application for approved provider status.

LPA assists in adapting to the fast-evolving aged care sector by developing thorough strategic and business plans. LPA’s services cover service structure reviews, workforce, financial models, market analysis, IT systems, & goal setting.

REGULATORY COMPLIANCE

Quality reviews & audits

In order to meet standards of care, providers are required to adhere to the standards. LPA can assist with completing a comprehensive audit of your organisation, identifying any gaps and making recommendations as to how to address these.

when we’re communicating with others,” says Cheney. “We always request feedback from our clients to ensure that the way we have engaged with them have been in line with our ethics.”

Discussing the ethics, Poulos cites courage as an important value.

“Maybe there might be some bad news we have to deliver to a provider, or we might identify some unhelpful practices in their business – it’s crucial that we are courageous enough to have those difficult discussions.”

Integrity is another essential value, says Poulos.

“We prioritise doing what’s right and not what’s easy. My belief has always been when you work towards a set of values then the work will come.”

And – with major changes afoot in the home care sector – the work shows no sign of slowing. As for the future, LPA plans to broaden its footprint in the disability sector.

“We’re increasingly working with providers who provide National Disability Insurance Scheme services in the context of home care because there are so many similarities,” says Poulos.

LPA also intends to further expand its team, says Poulos, “and continue to be recognised as a leader in training and consultancy in the care sector so that providers can make a real difference to the lives of the people they serve.” n

“We prioritise doing what’s right and not what’s easy.”

FUNDING APPLICATIONS

QUALITY ASSURANCE AND SAFETY

Clinical care support services

LPA assists home care providers in achieving clinical care compliance critical for the health of older Australians. They offer personalised mentoring or group training on clinical governance, care systems, practices, and processes.

LPA has a proven track record of guiding clients to success with funding and government program applications. The team analyses your situation, aligns it with the application requirements, and helps prepare a robust application.

Contact LPA

T: 02 9337 2337

E: admin@lorrainepoulos.com.au

W: lorrainepoulos.com.au

IMPROVEMENT AND INNOVATION

The LPA Advantage Package

Packages available in 3, 6, or 12-month durations, tailored to key areas such as clinical governance, organisational structure, or quality improvement. The team’s expertise in aged care and legislative compliance is leveraged to support your needs

Tailored training services

Offered in half or full-day formats, both in-person and online, LPA’s workshops, led by subject matter experts, foster an interactive learning environment tailored to meet your specific learning requirements.