“Technology shouldn’t replace compassion — it should amplify it. When we embed empathy into innovation, we don’t dilute care — we scale it.”
1. To begin, could you share a bit about your professional journey and how your role with IHNA & IHM intersects with aged care and healthcare innovation?
My professional journey spans over 15 years in healthcare, shaped by a deep commitment to upholding human dignity, especially for older Australians. Beginning as a personal care worker, then progressing through roles as an enrolled nurse to registered nurse on the frontlines, I witnessed firsthand both the transformative power and systemic limitations of our aged care system. This foundation propelled me into increasingly influential roles across clinical practice, emergency response, and education, while simultaneously building over a decade of board-level leadership experience across not-for-profit, public, and private sectors. Every role I have held reflects my unwavering focus on aged care excellence: leading with purpose, governing rigorously, and advocating fiercely. These experiences have cemented my belief that transformative change starts with systems that value quality, safety, and dignity, not just transactional care.
Currently, I serve as an Advisory Board Member and Nursing Advisory Committee Member with the Institute of Health & Nursing Australia (IHNA) and the Institute of Health & Management (IHM), organizations at the forefront of healthcare education in Australia. In these roles, I bring my clinical expertise to the boardroom table – bridging governance with ground reality, and strategy with service. As a subject matter expert in nursing, I help shape not just curricula but institutional vision, ensuring that the policies we craft and the innovations we pursue are anchored in the lived experiences of both patients and practitioners. My role allows me to intersect policy, innovation, and education in meaningful ways – translating frontline insights into governance frameworks that will ripple through healthcare for generations to come. We’re not only preparing the next generation of health professionals but also redefining what it means to care in a rapidly evolving world, where compassion must be the constant even as technology transforms around it.
I advocate passionately for embedding compassion into healthcare innovation and healthcare delivery – a mission that’s central to both my work and IHNA & IHM’s institutional vision. Together, we’re transforming education through micro- credentialing, simulation learning, and digital literacy programs that create bridges between compassionate intent and tech- enabled delivery. Our collective commitment pushes us to excellence by ensuring that graduates master not just the “what” of care but also lead decisively with the “why.”
2. What personal or professional experiences have shaped your understanding of compassionate care, especially in the context of supporting older adults?
Compassionate care, for me, has never been just a professional value – it’s a deeply personal principle. I’ve been fortunate to walk beside older adults not only as a clinician but also as an advocate, carer, and community member. Their stories of resilience, loss, humour, wisdom have left an imprint on how I view both ageing and care. One of the most defining experiences came during my deployment with Aspen Medical’s emergency response team, when I was deployed to Northern Queensland during catastrophic floods, delivering vital assistance to aged care facilities in crisis.
I found myself drawn to the common room of the facility. While my colleagues focused on logistics and clinical assessments, something told me to simply observe – to see beyond the clinical needs to the human story unfolding. That’s when I noticed her: Margaret, a resilient 92-year-old resident sitting alone in her wheelchair by the window, seemingly lost in thought as she traced the edges of a photo frame. Instead of rushing through another checklist, I pulled up a chair beside her. “Your husband?” I asked gently, nodding toward the image of a handsome man in military uniform. Her face softened as she shared stories of John, her pilot husband. “We survived a war, lost a home to floods, started over more times than I can count,” she told me, her eyes clear and knowing. “It’s not the flood you remember,” she added, her weathered hand reaching out to grip mine with surprising strength, “It’s the people who never let you face it alone.” All around us, caregivers continued their gentle work despite their own exhaustion – braiding silver hair, offering spoonfuls of food, whispering reassurances – finding ways to preserve humanity amid crisis.
Then I understood: True compassion isn’t just helping – it’s seeing. It’s choosing to stay and say, ‘You matter,’ when the world moves on. While floodwaters destroy, these quiet acts of presence become what remains.
On a broader level, my governance work has taught me that compassion must also exist in the systems we create. Policies, staffing models, funding structures – these either enable or hinder the capacity of frontline workers to provide dignified,person-centred care. So when I speak about compassion, I’m not just referring to individual acts of kindness, but a culture and infrastructure that consistently prioritises human connection, especially in later life.
3. In your view, how has the concept of compassion in aged care evolved with the introduction of new technologies over the past decade?
Over the past decade, the concept of compassion in aged care has evolved from being seen solely as human touch and emotional presence to something more multidimensional. Technology has entered the sector not as a substitute for compassion, but as a new medium through which compassion can be delivered – at scale and with consistency.
In Australia, the adoption of assistive and digital technologies in aged care has grown rapidly. According to the Aged Care Industry Information Technology Council, more than 68% of aged care providers reported using telehealth services in 2022 – up from just
20% before the pandemic. Remote monitoring tools, AI- driven risk detection, and digital care planning platforms are now enabling providers to anticipate needs, personalise care, and respond more proactively. These are not just operational efficiencies; they are expressions of care rooted in foresight, dignity, and safety. Take, for example, sensor-based fall detection systems.
They reduce the response time during critical incidents, giving residents and their families peace of mind. That’s compassion enabled by data. Or video conferencing tools that help older adults stay connected with their families – something we saw become essential during COVID-19 lockdowns. Connection, after all, is one of the purest forms of compassion.
The key evolution is this: compassion is no longer just about what we do at the bedside, but how we thoughtfully leverage every available tool – whether digital or analogue – to uphold dignity, foster connection, and enhance well-being. The risk, of course, is that technology, if implemented without a human- centred lens, can become cold and transactional. But when compassion is embedded into the very design and delivery of digital care, we don’t dilute it – we scale it. It becomes a bridge, not a barrier, allowing us to meet people where they are, with care that is timely, personalised, and deeply human.
4. Many fear that technology could make healthcare feel “colder” or less human. How do you believe we can preserve empathy while embracing digital tools in aged care?
It’s a valid concern and one that I think is central to the conversation about the future of aged care. There’s no doubt that technology, when misapplied or overused, can feel impersonal or even alienating. But I believe the key lies in the way we integrate technology into the care experience. Technology itself is neutral; it’s how we use it that determines whether it enhances or diminishes empathy.
Preserving empathy in an increasingly digital world requires us to keep human connection at the heart of everything we do. For example, telehealth and remote monitoring technologies can allow caregivers to stay connected with residents and make informed decisions about their care, but these tools should never replace the human touch – they should enhance it. A telehealth consultation, for instance, can facilitate a timely and expert medical assessment, but it should still be accompanied by an empathetic conversation, actively listening to the resident’s concerns and maintaining a compassionate approach.
The real challenge is not technology itself, but ensuring it’s used in a way that fosters empathy rather than replacing it. This means designing systems that prioritise interaction, not isolation, and providing training for staff to use technology in ways that complement and amplify the emotional aspects of care.
At its best, technology can free up more time for caregivers to spend with residents, allowing them to focus on building relationships and offering personalised care. When technology is used to reduce administrative burdens, monitor health in real- time, and communicate with family members, it creates space for the kind of compassionate interactions that truly make a difference.
At the end of the day, technology isn’t the enemy of empathy – it’s the ally of time and reach. If we can use technology to take care of the tasks that burden caregivers, we free them to do what machines never can: look into the eyes of another human being and show them that they are seen, heard, and valued. In the future of aged care, compassion and technology must walk hand in hand – one amplifying the other, not replacing it.
5. From your leadership perspective, what are some emerging technologies you believe are genuinely enhancing the quality of life for the elderly—not just extending it?
From a leadership perspective, the most exciting emerging technologies are those that not only extend life but truly enhance the quality of life for older adults. In Australia, we are witnessing some exceptional innovations that empower older Australians to maintain their independence, stay connected with their communities, and live with dignity.
One standout area is smart home technologies. For instance, Australia’s Care Innovations provides advanced remote monitoring systems that track everything from movement patterns to medication adherence. These systems allow caregivers to monitor the well-being of older adults remotely, ensuring safety and peace of mind without being physically present. These technologies provide autonomy to residents and allow them to live in familiar environments for longer, which is a major factor in enhancing quality of life.
Australia is making significant strides in integrating wearable health technology into aged care, with globally recognized devices like Fitbit and Apple Watch being utilized to monitor activity levels, heart rate, and sleep patterns, providing critical data to enhance care decisions. For example, CSIRO is collaborating with aged care providers to develop wearable devices that monitor falls and provide early warnings about health risks. These devices not only help keep people safe but also empower them to take control of their health. At the forefront of this innovation is WearOptimo, an Australian company leading the world in microwearable technology. Driven by a vision to transform healthcare through early detection and intervention, WearOptimo’s advanced sensors capture real-time biomarker data, enabling the identification of conditions from dehydration to heart attacks, and paving the way for proactive health solutions. Telehealth has also been a game-changer in Australia. The My Health Record system, which allows for electronic health records accessible across the country, is now integrated with telehealth platforms to provide easy access to medical consultations.
This technology has been invaluable, especially in rural and remote areas, where it can be difficult for older Australians to access in-person care. It’s a critical tool for preventing unnecessary hospital visits and ensuring timely interventions. Additionally, robotics and AI are beginning to show promising results in aged care settings. For example, the University of Technology Sydney (UTS) is testing social robots, like Pepper, which offer companionship and help combat loneliness—an issue many older adults face. These robots can also help with simple tasks, like reminding residents to take their medication, making appointments, or even assisting with mobility. They are not replacing human interaction but enhancing the emotional well-being of those who are isolated.
Lastly, smart medication management systems, like those developed by MedAdvisor, help older adults manage their prescriptions and medication schedules. These systems provide reminders to residents, ensuring that they take their medications as prescribed, reducing the risk of medication errors, and improving overall health outcomes.
In my perspective, these technologies aren’t just about extending life; they’re about improving the lives of older Australians, allowing them to live with greater autonomy, security, and connection to their families and communities. The future of aged care in Australia is about blending compassion with innovation to create an environment where elderly individuals can thrive, not just survive.
6. How do you think aged care providers can better integrate tech solutions without overwhelming residents, especially those who may not be digitally literate?
Technology should feel like a helping hand, not a hurdle. Many older people haven’t grown up with digital devices, so throwing too much at them at once can create more confusion than comfort. What works best is a gentle, tailored approach – introducing tools that are intuitive and don’t demand a steep learning curve.
I’ve seen something as simple as a voice-activated assistant giving someone back a sense of control – being able to call a family member or turn off the lights without getting out of bed can be reassuring. It’s not about flashy tech; it’s about meaningful utility.
What makes the biggest difference is having staff who are confident and compassionate in guiding residents through these changes. When support feels personal and patient, people are far more open to trying something new. And when residents feel seen and supported, the technology becomes less about screens and systems and more about connection, comfort, and dignity.
8. What role do education and training institutions like IHNA & IHM play in preparing future healthcare professionals to be both tech-savvy and deeply compassionate?
I believe education is where values are shaped – not just skills. At IHNA & IHM, it’s great to see that we go beyond clinical and technical excellence. We nurture compassionate, emotionally intelligent healthcare professionals who are ready to lead with competence, compassion and care.
The pathway forward demands that we weave compassion into the very fabric of our curricula. This means bringing lived experiences directly into the learning environment – creating opportunities for students to hear firsthand accounts from care recipients, families, along with the multidisciplinary team. When a nursing student listens to an elder describe the vulnerability of depending on others for basic needs, theoretical knowledge transforms into meaningful understanding.
I’ve watched something remarkable unfold when students pause to truly reflect on themselves. Education isn’t just about absorbing information – it’s about transformation from within. When we create space for students to confront their own unexamined fears about aging, their hidden discomfort with vulnerability, or their complex relationship with technology, something shifts. These moments of honest self-reflection cultivate a quality that can’t be downloaded or upgraded – genuine empathy & compassion.
This inner work isn’t comfortable. It requires courage for students to ask: “Why do I feel uneasy when caring for someone with dementia? What assumptions am I making about this elderly resident’s capabilities? How might my attachment to efficiency through technology sometimes create distance?” But these questions forge healthcare professionals who don’t just operate equipment skillfully – they connect authentically. The future of aged care depends on professionals who can lead with both head and heart. It’s great to see Institutions like IHNA & IHM are leading the way in this space.
9. How do you personally define ‘digital dignity’ in aged care, and why is it important in conversations about elder well- being and autonomy?
To me, digital dignity means using technology in a way that respects the individual, protects their autonomy, and never diminishes their humanity. It’s about ensuring older adults aren’t treated as passive recipients of tech-driven care but as active participants in decisions that affect their lives.
I believe digital dignity begins with consent, clarity, and choice. Are we explaining the purpose of a new device or monitoring tool in a way that’s understandable? Are we asking, not just telling? Are we offering options that honour a person’s preferences,cultural background, and comfort levels? It also means designing systems that are inclusive and intuitive, not just efficient. If a resident can’t navigate a digital platform or is made to feel inadequate because they don’t “get it,” then we’ve failed them – even if the tech itself is cutting-edge.
Digital dignity reminds us that progress must always be personal. Technology should amplify a person’s voice, not override it. And in aged care, where dignity can so easily be compromised, this becomes even more vital. Because in the end, how we use technology says just as much about us as carers as it does about the tools themselves.
10. As we transition to more tech-enabled care, how can systems be designed to include family members and caregivers in meaningful ways?
Family isn’t just part of the aged care story – they’re central to it. I believe any tech solution that supports older adults should also consider the people who love and care for them.
In my experience, systems work best when they’re built with transparency and trust at the core. Whether it’s a secure app that allows family to receive real-time updates about their loved one’s health, or virtual care meetings that include carers and next of kin – these touchpoints create a sense of shared responsibility and reassurance.
But inclusion isn’t just about access – it’s about voice. Are families being consulted when new systems are introduced? Are their concerns being heard, their insights valued? I believe design should start with listening – because families often know the small things that make the biggest difference.
When we bring families and caregivers into the digital care loop, we’re not just building better systems – we’re building stronger communities around those who need it most.
11. What challenges do you see in bridging the gap between policy, infrastructure, and actual on-ground implementation of compassionate, tech-driven care for older adults?
One of the biggest challenges is that policy often moves slower than innovation, and infrastructure struggles to keep pace with either. While national strategies may endorse digital transformation in aged care, progress stalls without sustained funding and political prioritization. Many facilities still operate with outdated systems, understaffed teams, and uneven tech adoption – not due to a lack of need, but because aging care simply hasn’t been granted the urgency or investment it demands.
I’ve seen passionate, forward-thinking managers in aged care homes who want to embrace tech but are held back by rigid funding models, regulatory red tape, or the absence of integrated platforms that truly speak to each other. That’s frustrating and it’s where a lot of good intentions fall short. There’s also the issue of equity. Not all aged care providers – especially in rural and remote areas have access to the same infrastructure or bandwidth (literally and figuratively). And when systems are rolled out without adequate support, training, or community input, technology can end up widening the very gaps it was meant to close.
I believe real change happens when frontline voices are included in policy design. We need more co-designed solutions where aged care workers, residents, and families sit at the same table as tech developers and policymakers. Only then can we move from vision to impact, from strategy to compassion delivered in real time.
12. Finally, what message would you like to leave for readers about the future of aged care—and how we can make it more human, even in a highly digital world?
The future of aged care isn’t just digital – it’s deeply personal. As we lean into technology, we must never lose sight of the hands we hold, the stories we hear, and the dignity we protect.
I believe aged care can be both smart and soulful. Innovation doesn’t have to replace the human touch – it can amplify it. But that only happens when compassion is built into every decision, from policy & board rooms to bedside care.
We’re at a turning point. What we choose to prioritise now – whether it’s empathy in design, inclusion in implementation, or humility in leadership will shape how older Australians experience care for generations to come. If we get this right, aged care won’t feel like a system. It will feel like a community – connected, respectful, and profoundly human, no matter how advanced the innovations become.