The COVID-19 pandemic is forcing aged care operators to change rapidly, creating additional pressure for staff at all levels to shift away from administrative duties. However, most operators' underlying technology is not supporting this need for heightened flexibility.
Technologies are powerful enablers to generate significant improvements in:
Efficiency and productivity for the user
Scaling a response without scaling staff headcount
Enabling staff to redirect their focus from administrative processes to care giving
To respond quickly to unplanned events your technology systems need:
To be cloud based and mobile enabled
Availability of business-ready solutions enabling you to purchase off the shelf
To be housed in an Australian data centre for increased security
Solutions that support customer-centricity and digital experience
Decrease administration time by centralising holistic resident information by including the resident and family in their care team.
Staff
"The phone is ringing off the hook with concerned family members. How do I keep up and respond rapidly in a changing world?"
How digital tools can support now & beyond
- Digital feedback and enquiry management across multiple channels.
- Automated chatbot for additional support to take the burden off care workers.
- Sentiment analysis performed on all feedback presented to the facility, for ease of prioritisation.
- Mobile application so the right information is at the employees fingertips.
- Resident health devices are connected, to enable easier triaging.
Residents
"I haven't seen my family in days. I'm feeling really uneasy and lonely."
How digital tools can support now & beyond
- Activity management allow for facilities to create, monitor, and engage residents in new ways, and enable their relatives to be included as the facility sees fit.
- 360 degree view enables staff to see the residents' holistic health, including the residents' level of engagement.
- Facilities are able to view, track and adjust services based on individual resident preferences, all captured in a central system.
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Relatives
"I want to know what is going on with my mum and I want to know she is being looked after."
How digital tools can support now & beyond
- Relatives community with live data to show their loved one's schedule, and to see where and when they can be included in this care.
- Digital self service with facility messages, newsletters, and notifications (also connected via SMS and email where supplied) provided to the residents families via the facility community portal.
- Two-way communication via the portal to update details on past enquiries, and the ability to provide recommendations to improve the comfort and services provided to their loved ones.
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Introducing PwC’s Empowered Aged Care solution to support your aged care facility
PwC’s Empowered Aged Care connects loved ones together and incorporates relatives into the care team. Our solution applies the right digital solutions to support aged care providers, residents, and their families through this difficult time.
Empowered Aged Care enables residents in aged care to connect them with their family and care team.
Powered by Salesforce and created exclusively for the aged care industry, Empowered Aged Care is focused on:
Enable Transparency
Providing a centralised view of the resident, and capturing new information to tailor services including:
- Preferences
- Dietary Requirements
- Care needs and scheduling preferences
Increase access
Providing a self-managed portal for resident’s relatives to:
- Provide recommendations, participate in resident events and feedback to facilities
Facilitate connectedness
Improving trust and relationships with residents relatives by:
- Connecting families and residents digitally
Aged Care Staff Management Console
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Improved relationships and trust with families
Provide demonstrable evidence to Quality Standards 6 (feedback and complaints), and 1 (consumer dignity and choice)
Increase quality relationships with families leading to increase likelihood of retained and repeat service
Increase quality of services by ability to meet individuals’ needs
Opportunities to increase revenue through family involvement (ticket purchases) to events, and partner advertising through portal
Opportunity to increase volunteering and fundraising
Centralised resident information, and the ability to enable preferencing
Decrease administrative burden and increase access to up-to-date client relevant information
Increase personalisation of experiences (focus on high value interactions) for residents as care teams have access to, and understand, resident preferences (particularly temporary staff)
Increase consistency in service delivery across all staff (including casual and agency) through workflow standardisation
Aged Care Staff Management Console
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