The Support-at-Home program replaced the Home Care Packages Program and Short-term Restorative Care Programme in November 2025. With the replacement designed to improve access to services, products, equipment and home modifications, the overall objective of the change is to facilitate a more coordinated approach to delivering care for people receiving help at home.
The challenge for Support-at-Home services is information, data and client details scattered throughout different systems. In this article we’re going to examine the impact this has on operations and client outcomes and what your organisation might look like if you could rely on 1 tech solution, Salesforce Health Cloud.
Infomation isolation within your service
Coined in the late 1980s, the term ‘silos’ refers to the isolation of information and knowledge within the different departments of a business; sales, customer service, warehousing et al. ‘Data silos’ refers to the isolation of information within each software program being used across a business. While silos are more effective at securely housing trade secrets like KFCs secret blend of 11 herbs and spices, they’re not so great when you want to improve productivity across an entire business. Getting information out of one program and into another – or consolidating data from across your business – is the trick.
The process of information consolidation is lengthy. Consider these tasks:
- Logging in to each program
- Filtering and gathering the data
- Exporting it as an appropriate file type
- Importing it to another program
- Compiling all the data
- Cross-checking or referencing
- Outputting into usable dashboards, charts, tables…
Across 1 interaction it’s not really a big deal. Repeat this multiple times a day, across multiple staff, across multiple platforms and the time lost can really add up.
Making things harder for clients and staff
In the aged care space, these silos often leave chapters of a client’s journey scattered across notes, emails, data points and paper documents. Their care plan is difficult to assemble because the support worker needs to hunt for all the pieces of the puzzle. With no single source of truth, staff are required to question the validity and relevance of each fragment they come across.
Tracking a client from their initial enquiry through assessment, care planning, service delivery, and invoicing may not be easy. Clients and their families are confronted with a disorganised impression and left wondering what else is in shambles behind the scenes.
For your staff, compliance and reporting are burdensome and stressful as relevant data is scraped from each program and bundled into a document. This chaos is dreaded by the teams responsible but repeated every reporting period ad nauseum.
Workforce rostering and management requires exceptional coordination skills to match clients with suitable staff while attempting to plan efficient travel routes. Notes need to be written and entered into the system, often when some time has passed since the visit. This can result in duplicate work, the increased possibility of human error, disconnect from client care plans and significant frustration for even the most elite support workers.
With a dearth of comprehensive and reliable insights, decision making takes place in muddy water.
Tech Trends
Digital technology is always moving. The new updates we’re seeing in software programs include increasingly complex AI (artificial intelligence) capabilities such as AI agents and agentic AI, improved connectivity and vertical software development, and the architecture of business software is evolving to match.
Any changes to the technology don’t change the fact that in the healthcare space, it is crucial to maintain strict privacy and compliance standards. When choosing a software solution for your business, make sure your chosen provider understands this importance and builds in necessary safeguards for your peace of mind.
What your organisation could look like with 1 tech solution instead of many
Here are a few points that illustrate the benefits of a considered and careful migration to Salesforce Health Cloud, under the guidance of an experienced integration partner like SalesFix:
- A single, secure source of truth that connects your entire organisation, from client intake to care delivery, staff management and financial reporting.
- A longitudinal, 360-degree view of each client, from enquiries and assessments to dynamic care plans, service agreements, incident records, compliance reports and budgets; seamless, traceable records for every client interaction.
- A trusted, enterprise-grade platform with robust security, regular updates, and intelligent automation to reduce manual work and ensure data integrity. Your data isn’t sent overseas; it stays in Australia.
- Start with your most pressing need (i.e. compliance, intake, or workforce management), prove value, then build out your capabilities as you grow.
Super connected, super powerful, super useful tech
Our super experienced team can help with expert advice, knowledge and care to support you in making the best decisions for your organisation.
If you would like to learn more about how SalesFix can help you reduce the number of systems you are using to provide great care, book at time here to chat with one of the team!