Home' Community Care Review : CCR MAY 2016 Contents palliAGEDnurse is a free smartphone app designed by
Decision Assist. It provides easy to use information that
helps nurses care for older people at the end of life.
palliAGEDnurse works even when you are not online. It covers
advance care planning, case conferencing and terminal
The palliAGEDnurse app is available from 12 May 2016 through
Google Play and the App Store.
Do you care for people who
are approaching end of life?
Do you need more clinical
advice at your ﬁngertips?
To ﬁnd out more visit decisionassist.org.au
Decision Assist is funded by the Australian Government
developing and executing integrated
marketing campaigns, and identifying and
delivering on quality outcomes that focus
on a person's experience rather than their
clinical situation can all work to position an
organisation as a provider of choice.
At its core, the next round of changes
mean we are entering a genuinely more
competitive environment. As part of this,
organisations must think about their value
proposition. They must consider what high
quality service provision looks like and how it
meets the changing and increasingly complex
needs of older people, who are being
encouraged to continue living at home.
Organisations must also think about how
their current staff feel when considering the
services they provide as a product for sale.
How do we facilitate a change in culture
so that staff no longer consider 'sales' a
dirty word and instead see it as something
aligned with the role of advocacy?
For many organisations these questions
will provoke a timely reflection. Providers
need to think about what this shift means for
them and their customers. There needs to be
high-level discussion around where this sits in
terms of an organisation's strategic direction
and how it serves its mission and vision, as
providers seek commercial outcomes without
compromising their consumer focus.
We understand that home care
funds are moving away from the
provider towards the consumer.
This is most evident in the case
of surplus package funds moving
with consumers or being returned
It's time to ask an important
question -- is our business
managing packages or selling services?
These changes mean that we can't afford
to simply rely on an administration and
management charge, and we need to set a
price that is acceptable to the market and
delivers a satisfactory business return. Our
financial sustainability will be much more
dependent on commercial outcomes derived
from efficient operations and attractive pricing.
In the current environment, where
customers generally represent the generation
that "saved for a rainy day," an emerging
challenge is the propensity of consumers
to save rather than spend. CDC has made
the financial aspects of home care more
visible but this hasn't always translated into
increased consumer spend on services.
There is an opportunity to encourage
consumers to spend more; it's in their
interest after all. As part of this, we're
working towards having
conversations around finances
with consumers and explaining
more about the opportunities that
a package presents rather than
what a budget looks like. This is
not a conversation we're having
with any great effect now with staff
or consumers, and we need to be
able to look for opportunities to
frame this differently.
As with any significant change, we won't
fully understand the impacts until we're in
the throes of it.
For now, we should continue learning
from our experiences with CDC to date
because, reassuringly, these tell us that we
can successfully adapt to change. And just
as we move towards increased choice in
home care, choice that will demand we do
things differently, we must be prepared to
shift the way we think and operate.
The next phase of home care reform will
undoubtedly result in greater competition.
For some providers, it might be a case of
sink or swim. For consumers, it can only be
a good thing. n
Jeremy McAuliffe is general manager of
Benetas Home Care.
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