CoFounder of Quality Insite, Brad Sandilands Ep#53 Pioneers in Aged Care Podcast

Episode 53 of the Pioneers in Aged Care Podcast with Brad Sandilands, Co-Founder of Quality Insite is LIVE! In this episode, Brad details his company's vital role in optimizing the entry and admissions process for residential and home care providers. Brad and Paul Murphy established Quality Insite after recognizing a significant market gap: facility staff were often unprepared to handle the complex, emotional, and detailed entry conversations. This frequently led to a "butchered" first experience for families, setting a poor tone for the entire care journey. Quality Insite was born to ensure every resident’s start is looked after, focusing on clearly articulating fees, charges, and the day-to-day realities of care. Brad's move into aged care was influenced by his nurse mother. He saw a chance to apply the sales training and skill development common in other industries but absent in aged care. He noted the industry's reluctance to use the word "sales," which prevented staff from correctly articulating information. For instance, receptionists often couldn't discuss costs, forcing families into fragmented, impersonal interactions that led to confusion and complaints from residents who didn't fully grasp the care pathway or financial structure. Quality Insite addresses these issues with services like sales training, mystery shopping, and digital programs. Training includes face-to-face workshops and online modules, covering fees, compliance, and soft skills like understanding personality styles. The crucial mystery shopping service provides a baseline assessment of "pre-call" and in-person tour impressions, helping providers measure improvement against key indicators like a reduction in resident complaints related to billing and care service misunderstandings. Looking ahead, Brad is excited about the sector's evolution, particularly the new Aged Care Act and necessary industry consolidation, which he believes will benefit residents. He urges simplifying the incredibly complex entry process, which currently layers clinical, financial, and social assessments. He is also enthusiastic about technology, citing virtual reality travel and AI's potential for predicting care assessment scores via their Carebridge portal, though he questions the industry's readiness to fully adopt AI. Ultimately, Brad Sandilands’ personal motivation (gaining more joy from helping an elderly lady find a safe placement than from corporate deals) drives Quality Insite’s philosophy. Their motto is to ensure the first impression a resident receives is the best it possibly can be, positioning them as pioneers in improving the standard of experience within Australian aged care.