Leaders gather to discuss home care digital transformation

by Danni Meredith, Sector Support Coordinator

Your Side hosted a CEO Roundtable event on Tuesday 13th May 2025. The topic, “Digital Readiness for the Support at Home program” was facilitated by Glenn Payne of Three Digital Consulting along with his colleagues Mel Martin and Don Dass. Glenn and his team shared their expertise and covered the following key areas:

The Top 10 Digital Priorities including the critical technological actions providers need to address before 1 July, include Government Provider Management Systems, handling of claims, service agreements, rostering, finance, and the integration of systems. Many of these priorities are preparing for Support at Home, and CHSP providers are encourages to take note in preparation for when CHSP falls under Support at Home from 2027.

The Importance of Case Management and Rostering Digitalisation, focussing upon the need to tighten up workflows around scheduling, improving visibility of care plans and reflecting changes to care plans as client needs change in real time, along with the need to provide evidence of the actual service delivered.

Finance systems under reform and how finance and invoicing systems must evolve and some of the key risks and opportunities for finance systems and improved workflows.

Glenn prompted the CEO group to reflect upon their own organisations digital readiness by posing a range of thought-provoking questions which generated a lot of discussion and shared learning.

Top tips from the Roundtable discussion include

• Conduct a gap analysis or an audit of your organisation’s technology and processes to help you identify what changes you need to make so you are better prepared. Aim for quick wins to keep your team motivated and to reduce the fear of technological change!
• If you don’t conduct an audit, you can’t fix it.
• Train your staff in the new tech and systems so they are confident and well prepared.
• Ensure the data you collect is structured (not free text) and has a practical purpose. For example, the data you collect can be mapped directly to your organisational goals, governance requirements or reflect the hours of care delivered.
• Test your digital systems NOW to ensure you are ready.
• Check your internal systems talk to each other. It’s ideal if HR, finance and client management are integrated to prevent administrative duplication and reduce an increase in administration costs.
• Review the regulations and when updating your organisation’s digital technology make a conscious decision to plan it for your future business state. One that is beyond purely addressing compliance issues.
• Optimise whatever tech system you choose, to automate as many processes as possible. Gain freedom from administrative tasks by deleting your manual spreadsheet workarounds.
• To gauge your progress on your transformation journey, aged care organisations can take the digital maturity self-assessment.

Stay tuned for details about our next CEO Roundtable.