Home' Community Care Review : CCR Aug-Spt 2015 Contents By Estelle Fyffe
In 2010, annecto were selected to participate in the pilot of CDC to
provide greater choice and flexibility to older people. While self-
directed funding has played some part in the move to redefine the
strategic direction of many organisations, recognition of the rights of
older people, families and carers has laid the foundation for much of
the change in the last few years in our business.
For those who have worked in the sector for many years, the
evolution from 'package-recipient' mentality to one of 'customer-
orientation' has been one of the more challenging aspects for staff
during the rollout.
Another challenge has been how to continue to work with people
to achieve life goals within a community inclusion framework while
embedding a customer model.
With any new initiative, the parameters can be unclear and some
anxiety has been felt among staff, particularly given the uncertainty
of client expectations and what can be delivered via a CDC package.
To assuage some of these concerns, a robust change management
communications approach has been needed to enforce our
continued commitment to a human rights and inclusion-
Service providers are still very much accountable to
ensure funds are spent responsibly so that individuals can
live safely and comfortably in their own home. Some tension
can arise where the client wishes to purchase or over-
purchase services not directly linked to the CDC guidelines
and the goal of support for living comfortably at home.
It is taking time for people to feel confident in managing
their own package and many still prefer the relationship
Michelle De Ronchi
By Michelle De Ronchi
The rollout of the Federal Government's CDC
program to around 66,000 home care packages
nationally is certainly one of the biggest changes
to the aged care system in decades.
As WA's largest provider of home care packages
and a participant in the original CDC pilot, it has been
interesting to reflect on its implementation, its impact,
and the fundamental changes to the business landscape
that have come on the back of CDC.
Some of the major benefits that we have seen have been a
requirement to be even more accountable to our consumers. In
improving our client relationships it has required us to review
existing things we do and to focus on continuous improvement
and efficiencies. This has required a completely new philosophy
in terms of our systems and a shift in thinking, not only for us as
an organisation but also for the consumer. Understanding and
delivering services around consumer choices has now become a
fundamental component of service planning and delivery.
Our staff have been fantastic in absorbing and implementing these
changes as well as helping our clients understand their new choices.
As an industry, one of the biggest challenges will be in attracting
and retaining staff that can deliver quality services to and beyond
consumer expectations. Our staff have needed to and continue to
build new competencies such as customer service skills to
fully embrace the methodology of CDC.
Significantly, we are seeing families getting more
involved. Client and family involvement, their understanding
of working with budgets and the realisation that they have
more visibility and choice has made them acutely aware of
what services are on offer, what they are getting and how
much it costs. Many clients now understand what funding
they receive and the costs to deliver the range of care from
light housework through to assistance by a registered nurse.
From this, we have been able to offer them greater value through new
technologies and opening up new relationships with leading providers
in the healthcare space which leads to the delivery of quality care at
competitive pricing arrangements. With this type of choice now being
consumer-based it's resulted in more consultation and collaboration
with the consumer.
We embrace the changes and challenges of CDC. It has almost
been a catalyst to greater focus on building a range of consumer
centric services and embracing technology which has allowed
us to grow our offerings even further. Most importantly it gives
consumers the opportunity to choose and customise their own care.
Michelle De Ronchi is chief operating officer care of the
St Ives Group.
with a case manager as a point of reference. There is little doubt that
new clients will become more adept at managing their CDC packages
and we anticipate the need for ongoing flexibility.
In the meantime, annecto is committed to ensuring
services are geared toward a person living safely and
comfortably in their home, maintaining relationships and
interests that are important to them. A structured approach
based on good planning is an essential component. This
ensures the client takes the lead in planning their services
and provides the case manager with an understanding of
the things that will really make a difference in a person's
ability to live at home and lead a good life.
Estelle Fyffe is chief executive officer of annecto.
10 | AUGUST 2015
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