Support at Home: A Looming Challenge Requiring Action

Aged care providers are on the clock. With Support at Home reforms introducing a 10% cap on care management costs, the pressure to streamline operations while maintaining service quality has never been higher.

But there’s a hidden problem draining resources—one that remains for many teams, unaddressed.

The Real Cost of Poor Communication

Providers are challenged with unnecessary inbound calls, manual follow-ups, and fragmented messaging, all of which inflate costs and consume staff time that could be spent on care.

This isn’t a small inefficiency—it’s a significant financial and operational liability.

For a team with 3,000 clients:

🚨 $360K+ per year spent on manual communication effort (calls, emails, follow-ups).
🚨 $240K+ per year lost in scheduling inefficiencies due to constant interruptions.
🚨 Countless hours wasted on repetitive enquiries, delaying actual care delivery.

With resources stretched, failing to fix this means care providers risk non-compliance with the 10% cap, operational inefficiencies, and lower client satisfaction.

Deep Dive: How Communication is Broken

Conversations with customers across the sector show:

  • 99% of clients and families still rely on telephone calls to communicate.
  • 60-75% of interactions happen over SMS, proving its reliability.
  • Only 25% of family members actively use email for care-related communication.

Yet, most providers still rely on less efficiency communication methods that overload staff, slow response times, and frustrate clients.

The Impact on Teams:

  • Schedulers and admin teams spend hours fielding basic questions instead of managing care.
  • Clients and families experience delays in getting updates, creating frustration and escalations.
  • Providers expend resources on reactive support instead of proactive engagement.

The result? Missed revenue, overworked staff, and a fragmented client experience.

The search for solutions

The answer isn’t more staff or forcing clients into a portal that only 45% use—it’s a smarter, automated, and multi-channel communication strategy that proactively reduces effort.

🔹 Real-Time, Multi-Channel Engagement – SMS, phone, email, and in-app messaging ensure timely updates.
🔹 Automated Notifications & Scheduling Updates – Eliminating manual calls and unnecessary admin work.
🔹 Two-Way Communication – Allowing clients to respond via preferred channels instead of overwhelming staff with inbound calls.
🔹 Seamless Care Management Integration – Connecting communication with scheduling, rostering, and reporting to remove inefficiencies.

📉 40% reduction in manual communication effort.
📅 Increased scheduling efficiency, cutting lost hours.
⚙️ A scalable solution that aligns with Support at Home requirements.

Moving Forward

The Support at Home deadline isn’t a distant future problem—it’s fast approaching with teams moving to action.

Aged care providers that are not addressing communication inefficiencies in the short term, may struggle to meet funding limits, deal with avoidable escalations, and face continued operational strain.

Where are teams succeeding? Eliminate outdated communication barriers, streamline engagement, and create a proactive, automated system that works for both clients and staff.

THe Hayylo multi-channel platform is powering communications across millions of interactions supporting over 60,000 end clients across Australia.  Reach out to our team to learn more about our research and platform.