Parul Dhiman

Accomplished leader with expertise in strategic operational management and stakeholder engagement, driving compliance and profitability at Scalabrini Village. Enhanced staff retention through innovative recognition programs and cultural initiatives. Delivered NPS score of +40 from +7 in 8 months. Successfully overturned 48 unmet standards to compliance, showcasing strong clinical governance and risk management skills. Passionate about resident advocacy and satisfaction improvement.

• Achieved a +40 NPS score in staff satisfaction survey (up from +7) within 12 months, with a 98% response rate (192/196 staff), reflecting significant improvements in engagement and workplace culture.
• Improved resident satisfaction NPS from +80 to +98 within 12 months, demonstrating enhanced quality of care, engagement, and overall resident experience.
• Successfully turned around a sanctioned home with 48 unmet outcomes to compliance within 12 months, reducing unmet standards to just 3 through strong clinical governance, staff development, and quality improvement initiatives.
• Delivered strong EBITDA performance since commencing role by optimising rosters, managing leave liabilities, and driving cost efficiencies while maintaining AN-ACC compliance and quality care outcomes.
• Built a strong and competent Village Leadership Team (VLT) by recruiting, mentoring, and upskilling leaders across clinical, operations, catering, and wellbeing, resulting in improved accountability, staff retention, and performance outcomes.
• Maintained 98% occupancy across the financial year through proactive admissions management, strong family engagement, and reputation-building initiatives, ensuring financial stability and continuity of care.