Shey Papanikolaou has dedicated more than 20 years to aged care, bringing not just experience but a deep passion for supporting older people and their families. As Doutta Galla Aged Services’ first-ever Chief Client Officer, she steps into a role designed to strengthen connections, listen to residents, and ensure the highest standards of care across the organisation’s Residential Aged Care and In-Home Care services.
With a background in nursing, operations, clinical governance, and strategy, Shey has worked across both acute and aged care settings. She has been at the forefront of major aged care reforms through the Royal Commission into Aged Care Quality and Safety and COVID-19, always striving for improvement. Managing clinical governance for a national provider with 63 homes during the peak of the pandemic was one of her greatest assignments. “It was one of the most challenging roles, but also one of the most rewarding,” she recalls, reflecting on the responsibility of supporting residents, families, and staff through an incredibly difficult time.
Stepping into this newly created role at Doutta Galla is a full-circle moment for Shey. More than a decade ago, she was a Residential Services Manager at Lynch’s Bridge, guiding the team through a significant period of change. “Doutta Galla has a really good reputation. We’ve a lot to be proud of,” she says. “I love that we have a strong presence in Melbourne’s west where we can support the community, and our community base in Shepparton as well.”
With a strong belief in open communication, Shey is focused on listening. “I think it’s really important to be aware of and listen to the voice of our residents, clients and families to understand their experience, as we can always proactively improve.” Shey also recognises the importance of guiding Doutta Galla through the Aged Care Reforms while maintaining the warmth and quality of care that the organisation is known for.
Shey is also a strong advocate for building relationships – not just within Doutta Galla but across the wider community. She understands that great care isn’t just about policies and procedures; it’s about people. With her experience in leading teams, driving business growth, and fostering leadership, she is committed to creating an environment where residents and clients feel truly valued.
Outside of work, Shey balances a busy career with raising three teenage boys. She loves arts and crafts, spending time at the theatre and live shows, and, as anyone who knows her will tell you, is a passionate Collingwood supporter. “Love my footy!” she says with a laugh.
As she settles into her new role, Shey is excited about the journey ahead. “I’m really excited about the opportunity at Doutta Galla. I’ve been welcomed me with open arms as I bring new ideas, new thoughts, aligned with the experience and passion.”
