2013 Catholic Health Australia National Conference Forum Presentation-C… · Chief Executive...

Technology solutions to support client care

Paul Ostrowski Chief Executive Officer, Care Connect

2013 Catholic Health Australia National Conference

Overview

Key themes • Overview of Care Connect

• How we work

• The macro drivers for change

• Our approach to technology • iCareConnect®

• The emerging trends and how we see the future

Copyright Care Connect Limited 2013 All rights reserved

Care Connect

Diverse range of programs

Aged Care

Disability Services

Mental Health

Transitional Care

Other • 12,000 clients/year

• > 500,000 client interactions/year

• $42M budget in 2014

• Case management and brokerage model

• Specialising in complex needs


Enabling peoples’ independence

Client, carer or family with a need

Allied health & nursing services

Meals

Activity groups

Community transport

Direct support

Home maintenance


Enabling peoples’ independence

Client, carer or family with a need

Allied health & nursing services

Meals

Activity groups

Community transport

Direct support

Home maintenance


Enabling independence through advice, planning and

facilitation

Traditional case management

Case management

Assessment Care

planning

Problem solving

Outcomes evaluation

Crisis support

Counselling

Behavioural Mgt

Specialist intervention

Health promotion

Advocacy


A new client-centred approach


Asking ourselves the tough questions

• The sector is moving to consumer-directed services – Does what we do genuinely add value? – Would a client choose to pay for our service if it were their money?

• How do we respond to the per-capita funding issue? – Aged care funding indexed < 2% per year – Primary cost is labour, rising > 3% per year – Funding constrains the reach and range of the services delivered


Asking ourselves the tough questions

• Research supports “enabling” & person-centred approaches – Can we place more tools and control in the hands of clients?

• Social isolation affects up to 20% of senior Australians* – Can we support seniors to support themselves?


*Associate Professor Andrew Beer, University of Adelaide 2011

iCareConnect®

The questions underpinning iCareConnect®

• Can advice and facilitation be delivered digitally?

– If so, what client profile lends itself to this approach? – What challenges present themselves and how can these be

overcome? – How does practice evolve with this new approach?

• Can the provision of a PC, broadband and appropriate

training raise a client’s digital and social inclusion?


iCareConnect®

iCareConnect®

Client advice, facilitation and education

Social group



iCareConnect®

Case study


Video

Challenges and opportunities

Many aspects of service and support can be provided digitally • For example, a 12 page assessment via video saves 1 hour round trip.

The model challenges existing infrastructure and office layout • Risk of being overheard in the office. • Risk of being overheard in the client home. • Office aesthetics.

Success contingent on the Client Adviser approach

Clients can thrive and feel socially included in a virtual community • Virtual communities can prompt physical social inclusion.


Where to from here…?

Significant research conducted on IT and service provision • Need for single sign-in. • Need for secure, but cost effective video. • Reviewed platform options. • Developing the support model:

• The value of consumer engagement. • Social enterprise opportunities.

Implementing to 170 clients this year • Expanding to 1,000 clients by 2015.


Where do we see the future heading?

Our value is based on: • the provision of quality service, information and connections…. • ...that support our clients to build independent and rewarding lives.

Possible developments include tools to help clients: • find and manage appropriate services • make informed decisions about who they work with • build connections to people sharing the same journey.

It turns out that some of these tools already exist!


Conclusions


• Community care is traditionally high-touch, low-tech

• While the human touch can never be replaced • Information and connections are key in quality community care. • They can be improved by empowering IT solutions. • Their adoption will be accelerated by CDC and DisabilityCare.

• Some of these solutions already exist: • They won’t replace everything, but they will be key to future

success.

Thank you Contact details: Paul Ostrowski Chief Executive Officer, Care Connect P: 03 9270 9999 E: [email protected]

mailto:[email protected]

2013 Catholic Health Australia National Conference Forum Presentation-C… · Chief Executive...

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