Communication & inclusiveness to drive service excellence in aged care & NDIS

Before artificial intelligence [AI] fully dominates our world, there are many relatively low-cost IT communication improvements we can implement to engage with and interactively respond to our respective clients’ needs.

When all is said and done, clients and their families want to be in the know and have the option to engage in the care process, and as service providers, we want to be able to offer this, so quality outcomes and performance excellence become a well-trodden path.

The User Rights Principles 2014 specify that approved aged care providers must be responsible for:

• Requirements relating to fees, costs and charges
• Enabling a person acting for a care recipient, or an advocate or community visitor, access to services
• Managing and solving complaints
• Complying with the Charter of Aged Care Rights

The Charter of Aged Care Rights protects older people who are receiving Australian Government-funding under the HCP program. A short extract of rights is listed below:

• Have my identity, culture and diversity valued and supported
• Be informed about my care and services in a way I understand
• Have control over and make choices about my care, and personal and social life, including where the choices involve personal risk
• Have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions
• Be listened to and understood
• Complain free from reprisal, and to have my complaints dealt with fairly and promptly
• Personal privacy and to have my personal information protected

Through the wonders of technological advancements and the Internet, specialist industry software organisations have opened the lines of communication between providers and aged care consumers, clients, and NDIS participants via mobile app technology.

By using mobile apps, providers can meet many of the requirements under the User Rights Principles 2014 and Charter of Aged Care Rights, offering a vehicle by which clients can:

• Participate in their service delivery, 
• Be up to date with services, choices, changes, and 
• Access details on their financial status

Clients and their families can access service data, communicate with the provider, and seek changes to servicing at the press of a button on their mobile phones. Family members can also keep track of servicing needs, as well as participate in the care process alongside their loved ones and in concert with the provider and its staff.

Historical data on service history, Consumer Statements and purchases undertaken by the client can also be accessed, in some cases. This puts clients in a position of control over their daily lives and avoids service interruption.

Communication does not stop there. Certain mobile apps have a satisfaction rating tool built in to allow immediate feedback from clients and families. The process of receiving and acting on feedback is required to meet prescribed provider responsibilities.

However, beyond that, it offers the opportunity for complimentary responses that build service excellence and constructive input on areas for improvement, in a private forum. A win-win for any quality service provider. Not only will this service be at no cost to the provider, but it will also improve financial performance. 

No longer do clients need to contact the providers staff to find out essential information or to follow up on Consumer Statements to know their financial or funding status, the information can be easily accessed via a mobile app.

How easy for the client, at a moment’s notice, to check on upcoming services, who will be coming to deliver the service and afterwards provide comments, if necessary, on service satisfaction and recommendations for change. This will be a significant time and cost saver for all concerned. 

Not all mobile apps available for the industry are created equal though; some offer very basic functions whereas others are more sophisticated than their counterparts. For instance, there are mobile apps on the market that take into account different cultural needs, with information translated to multiple languages, to assist clients whose first language is not English.

Most importantly, data security to protect the personal privacy of clients is crucial when you are considering implementing mobile apps, so look for trusted organisations with evidence of data and cyber security protection. There are mobile apps that offer fingerprint or facial recognition login options; these identity verification methods add a layer of security over password security measures, but also make life easier for clients who find login with passwords difficult.

A genuine cultivation for interaction, engagement, and transparency, the emerging mobile app technology for the aged care industry enables providers to meet compliance requirements and outcomes that underpin a quality service delivery model. 

The dawn of a new era in quality service through better communication and inclusiveness has arrived. Join the new revolution of the free flow of “consumer information” at the clients’ fingertips. 

e-Tools Software is a trusted software provider with 20 years of experience in the aged care, home care and NDIS sectors. Their software and mobile applications are designed to ensure providers are well-equipped for the ongoing industry changes. To learn more about e-Tools software and mobile applications, visit their website today.