With the upcoming changes to support at home and in response to both the aged and disability royal commissions, community care providers are looking for ways to enhance the services they offer to the community. Self-service apps and customer service technology, also known as client portals have emerged as a key tool for providers faced with the upcoming reforms, staffing shortages and strained public perception. These innovative tools bring numerous benefits to providers and their clients, including improved communication, increased engagement, streamlined processes and transparency, which will all play a crucial role in the years ahead.
Improved Communication
Self-service mobile apps and customer service technology can improve communication between care providers and clients, especially in the context of support at home where service will become paramount. Clients can easily access information about their care, communicate with their care providers, and receive updates on their care plans. This increased communication can lead to better outcomes for clients, as their care providers can more easily identify and address any issues or concerns that arise.
Increased Engagement
These tools can also increase engagement between care providers and clients. By providing clients with easy access to information about their care, care providers can empower clients to take a more active role in their care. This can lead to increased client satisfaction, as clients feel more involved in the decision-making process around their care.
Streamlined Processes
Utilising service technology can streamline processes for care providers. By automating routine tasks and providing clients with self-service options, care providers can free up more time to focus on providing high-quality care. Additionally, these tools can help care providers more easily manage their clients’ care plans, ensuring that clients receive the right care at the right time.
Transparency
Self-service technolgoy helps providers build transparency by allowing clients and their family members to access information thats relevant to them in real-time. Transparency promotes trust between the provider and client, improves communication, and can help prevent negative outcomes arising in the future.
Whilst we understand we are biased to this technology, don’t take our word for it, here are some providers we don’t work with that are utilising customer-apps.
- Blue Care: has launched a mobile app that provides clients with access to their care plans, medication schedules, and contact details for their care team.
- Anglicare: has developed a mobile app that allows clients to access their care plans, schedule appointments, and communicate with their care team.
- Home Care Assistance: has a mobile app that provides clients with access to their care plans, medication schedules, and contact details for their care team.
- Five Good Friends: has a mobile app that allows clients to book services, communicate with their care team, and track their care plans.
- KinCare: has launched a mobile app that provides clients with access to their care plans, medication schedules, and contact details for their care team.
In addition to the benefits discussed above, another important aspect to remember when deploying self-service mobile apps and customer service technology is the ability to provide multichannel communication options. This means that clients can choose from a variety of communication channels, such as phone, email, text messaging, and the app channels, to interact with their care provider. It allows clients to choose the channel that best suits their needs and preferences. For example, some clients may prefer to communicate via text message for quick updates, while others may prefer a call for more in-depth discussions.
By offering multiple communication channels, care providers can improve client satisfaction and engagement. Clients are more likely to be satisfied with their care if they feel that they can easily communicate with their care providers in a way that is convenient and comfortable for them.
The tools mentioned in this article can also help care providers manage their workload more effectively. By providing multiple communication channels, care providers can reduce the number of phone calls and emails they receive, as clients may opt to use other channels instead. This can free up time for care providers to focus on delivering high-quality care.
Hayylo is a leading care service platform that connects clients and families to teams, removing repetitive tasks, keeping everyone informed saving time, effort and cost. Find out more: www.hayylo.com
