Redefining a Values-Driven Approach to Aged Care
-
September 26, 2025
-
In preparing for impending changes to the Aged Care Act, Catholic Healthcare, one of Australia’s leading aged care providers, engaged FTI Consulting to support a proactive review of its services. The aim of the review was to create a clear, consistent way of communicating its services, placing its clients at the centre of everything it does.
Our Impact
- FTI Consulting designed a unified service framework that supported Catholic Healthcare in its move away from a transactional, funding-based narrative to embrace a more human, values-driven approach.
- By shifting the conversation from “What have you been approved for?” to “Tell me about yourself and how we can help?” through clear and consistent communication, Catholic Healthcare was able to reframe its identity from a funded service provider to a provider of services that supports people to live the life they choose. This included problem statements that reflect real-life language used by clients and families — helping Catholic Healthcare better understand its clients’ challenges and connect them to meaningful solutions.
- The new organising framework improved Catholic Healthcare’s operational efficiency by aligning the organisational value proposition across business units, resulting in improved service delivery, tailored marketing and strategic financial reporting.
- Through FTI Consulting’s structured approach and implementation plan, Catholic Healthcare effectively and successfully rolled out and transitioned its services to the new framework.
Our Role
- FTI Consulting was engaged to review and develop an organising framework for all services across Catholic Healthcare’s residential and home care.
- Within the organising framework, our expert team developed a single, comprehensive service structure and catalogue that aligns with Catholic Healthcare’s client-centric values and focus.
- Through collaborative workshops, FTI Consulting designed a future-state communication and implementation approach by which Catholic Healthcare can view each service through the eyes of the client, reinforcing empathy, dignity and respect in every interaction by being guided by each individual client’s preferences, goals and evolving needs.
Related Insights
Related Information
Published
September 26, 2025
Key Contacts