Simplifying Aged Care Admissions

Challenge

In 2014, Australia’s Aged Care Industry underwent a radical set of changes in the way the Government funds Aged Care Placements and the rules by which operators charge residents.

Aged Care has become one of our country’s most regulated industries and the pressure on operators continues to grow with fears many won’t survive.

More than ever nursing staff, who came into the profession to provide resident care, are being asked to operate as salespeople and financial counselors. Indeed nurses who handle admissions are being expected to explain complex government funding formulas.

Approach

We worked with Linda, the Resident Select Founder, to review the changes taking place in the industry and realised that traditional Customer Relationship Management (CRM) systems have failed the Aged Care Industry in two key ways.

Firstly, they lack the capacity to empower staff to perform the necessary complex financial calculations associated with entering care. Secondly, they aren’t structured to manage the needs of both the residents entering care and the families who make key decisions.

Over a six month period, we conceptualised and developed both a specialist Aged Care CRM and an integrated suite of finance calculators. By making sense of the new legislation we’ve enabled admission nurses to transition into sales roles, and, by delivering easy to understand financial scenarios, our residents and families now clearly understand the financial options available to them.

Results

Growing from a handful of pilot sites, word of the service has spread throughout the industry. By providing a simple to use solution to pressing problems, Resident Select has quickly grown to be the dominant industry platform in just a matter of months. Indeed, for Resident Select, the biggest challenge has been keeping up with demand.

www.residentselect.com.au

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I’m not very technical, but now I run a highly profitable software business thanks to Alliance’s help. I’d highly recommend Alliance to anyone looking for web programming.

Linda Murray

Resident Select