Aged care isn’t just changing—it’s being completely reimagined. Behind the talk of data, KPIs and operational efficiency lies something much more fundamental: how we care for our elderly with dignity and compassion.
“The future is personal, supported by tech and built on trust,” says Glen Kilpatrick, Chief Growth Officer at Trilogy Care. In his view, the most powerful technology isn’t the one with the most features—it’s the one that handles the routine so that caregivers can focus on what truly matters: meaningful human connection.
What makes the difference in someone’s care experience? According to Kilpatrick, it comes down to choice, consistency and trust. Who comes into your home, when they arrive and whether you can count on them—these everyday concerns have profound impacts on independence and happiness.
As the sector navigates significant reforms, providers have a rare chance to build something better: care systems that combine the best of innovation with the irreplaceable warmth of human touch.
Glen Kilpatrick will be speaking at the upcoming 6th Annual Aged Care Week where attendees will learn practical strategies, real-life examples and actionable steps to refine their organisational culture, marketing outreach and service models.
How can aged care providers effectively leverage data and KPIs to foster a culture of continuous improvement and accountability?
Providers need real-time visibility of operational, financial, and clinical performance. At Trilogy Care, our tech is developed to track service utilisation, provider compliance, budget performance and client feedback daily. KPIs are embedded in every workflow to support decision-making and accountability at all levels from care coordination to leadership.
What marketing strategies build authentic trust with clients and families in today’s competitive aged care landscape?
Trust is built through visibility, transparency and genuine connection. We prioritise reputation, word of mouth, testimonials, local advocates and peer to peer networks supported by regular community forums. Face to face engagement and a founder’s hustle mentality keep us close to the people we serve. ORM is core to our strategy. People buy from those they trust and they trust those who educate them. Our job is to present the choices, deliver value and simplify complexity. Education is our strongest sales tool. Reciprocated endorsement from partners adds credibility and reinforces trust.
How do you balance operational efficiency, staff wellbeing and personalised care when making resource decisions?
It starts with a culture of performance excellence. We set clear expectations, give visibility on how staff are tracking, show them how to improve and how it connects to the bigger picture. We embrace daily improvement. Change is constant. Our platform automates the predictable so we can humanise the exceptional. AI driven architecture underpins our scale and speed, allowing our team to focus on what matters, people. Incentives align to both client and business outcomes. Recognition matters too, shoutouts, wins and team moments are celebrated consistently.
What types of strategic partnerships are transforming aged care and how should providers evaluate collaboration opportunities?
Partnerships with food services, healthcare suppliers, transport services, support worker platforms and business solution providers are reshaping delivery. We also collaborate with adjacent sectors, NDIS plan managers, support coordinators, and allied health to broaden access and improve quality. Our book of service providers is central to client choice. We also embrace cooperative relationships with peers across the sector. Outcomes improve when the industry works together.
Looking to the future, which factors will most influence sustainable growth in aged care and how can providers stay ahead of these trends?
Client choice is critical. Who comes into your home, when, and how consistently, these decisions drive trust, independence and happiness. Growth will depend on scalable systems, governance, workforce flexibility, and demand driven responsiveness. Providers who can prove value for money and empower informed client choice will stay ahead.
What do you hope participants will learn from your session at Aged Care Week?
That real growth in aged care depends on choice, culture and consistency. The sector’s not just reforming, it’s being rewritten and is a huge opportunity for a culture of flexibility, fun and care to underpin scalable, compliant and efficient operations. The future is personal, supported by tech, and built on trust.
Kilpatrick’s insights reveal several critical factors for sustainable growth in the evolving aged care landscape:
- Data integration must become central to decision-making at all organisational levels
- Trust-building through education and transparency is more effective than traditional marketing
- Technology enablement should automate routine processes to free staff for personalised care
- Strategic partnerships can significantly expand service offerings and quality
- Client choice will increasingly drive competitive advantage in the sector
Don’t miss Glen Kilpatrick’s session and the opportunity to engage with leading thinkers in aged care innovation. Register here now.
Ritchelle is a Content Producer for Healthcare Channel, Australia’s premier resource of information for healthcare.
