With the upcoming Support at Home reforms placing greater emphasis on transparency, client choice, and streamlined service delivery, providers across Australia are reassessing how they connect with clients and families.

For NovaCare—a leading not-for-profit home care provider in the Hunter region—these challenges aren’t new. In fact, they began preparing years ago by exploring ways to modernise communication and reduce the growing pressure on their team. Their journey offers powerful lessons for any provider looking to adapt and thrive under the new model.

 

📲 Why Communication Was the First Step

 

NovaCare saw a clear trend: as client numbers increased, so did call volumes, appointment updates, and manual admin tasks. The team was spending more time on coordination than on care.

To tackle this, they partnered with Hayylo, implementing a client communication platform that could:

  • Automate scheduling updates

  • Reduce inbound and outbound calls

  • Create a seamless experience across app, SMS, and phone

  • Centralise all requests and updates in one workflow dashboard

 

This wasn’t just about launching an app. It was about creating a system that respected client preferences while giving staff better tools to manage growing workloads.

 

💡 The Results So Far

 

Since implementing Hayylo, NovaCare has seen:

✅ App adoption grow from 10% to 60%

✅ Call volume drop significantly

✅ Service capacity increase by 70%—without a proportional increase in staffing

✅ More consistent and timely communication, no matter the channel

And most importantly, the change has helped clients feel more informed and in control, supporting NovaCare’s mission to empower people to live their way.

 

🧭 A Work in Progress—With a Head Start

 

NovaCare would be the first to say they’re still adapting. Like all providers, they’re navigating uncertainty around the reforms and exploring how best to meet evolving expectations. But with a modern communication foundation in place, they’ve created the flexibility and responsiveness that Support at Home will demand.

 

📥 Want to See the Full Picture?

 

The full case study explores:

  • How NovaCare built a scalable communication model

  • The role of Sandwai integration and automation

  • Real examples of how their team saves time while improving client service

  • What their journey can teach others preparing for Support at Home

 

👉 Download the full NovaCare case study to learn how a smarter communication strategy can support better care—now and into the future.