INSIGHTS FROM INDUSTRY
VICTORIAN COUNCIL ADOPTS CLIENT-FACING TECHNOLOGY TO IMPROVE QUALITY AND EFFICIENCY OF CARE SERVICES PARTNERSHIPS WITH TECH PROVIDERS ARE COMING TO THE FORE
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he Aged Care Royal Commission recommendations are very clear about the urgency of adopting digital and client-facing technology to improve the quality and costs of service delivery in aged care. Providing real-time and intuitive information throughout the client journey enables a personalised service for care recipients, families and staff, while helping providers reduce stress levels and optimise revenue. Seeking these benefits, the Kingston City Council in the southern suburbs of Melbourne chose Hayylo’s home-grown tech to implement back-to-back technology to support the provision of care services to over 3,000 people, through its AccessCare home support service. Believed to be the first of its kind anywhere in Australia in a local government setting, it has set the pace for adopting client-facing technology within the aged and community care. Self-service, on-demand and fully transparent information is a key deliverable of the partnership. It addresses the highest levels of care services by empowering clients, families and field teams with awareness and control over the decisions that involve them. With Hayylo’s platform, AccessCare will operate an integrated and smart call centre that combines self-service voice response, SMS and email chats (all from one single screen) and a customised app with client’s details, preferences, documentation, schedule, social feed, statements and invoices, and even the possibility to book and pay for extra services. With more streamlined support and care coordination processes, AccessCare will improve satisfaction and deliver the level of trust, insight and choice that recipients deserve. Another innovative element of the partnership is the quick deployment. Hayylo’s agile technology and industry-specific APIs allow for implementation within 8 to 10 weeks, including
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all connections needed for client management and scheduling tools. AccessCare will also benefit from the deep integration with their Civica CarelinkPlus software, one of Hayylo’s integration partners. The integration ensures a nimble IT ecosystem, Tools like Hayylo can help aged care like the one experienced providers deliver better outcomes for by other leading their clients. providers such as Spinal Life Australia and Mercy Care Services. In addition, it moves the dial forward on interoperability and client communication. Supporting 3,300 people who are older, homeless or have disabilities, as well as carers, AccessCare has developed a strong reputation over the past 20 years for providing for those with complex needs. “We’re proud to be a pioneer and a quick adopter of tools like Hayylo to help us deliver greater care outcomes for clients and greater efficiencies for our teams,” says Margie Hanrahan, Manager at AccessCare. “AccessCare and Hayylo are role models of the attitude needed to change the care services sector in Australia for the better. “We hope this serves as an encouragement for other providers out there to do the same.” Simon Heaysman is COO and Co-founder of Hayylo. For more information visit www.hayylo.com
