Aged Care: Nation-Wide Support for Older Australians

National network delivering advocacy and education services to tens of thousands of older people, helping to resolve issues with government-funded aged care services.

Difficulty tracking and managing client cases through data chaos

The peak body and 4 NPs were using Salesforce, however data was siloed with no uniformity or oversight.
Client outcomes were tracked by the network’s range of programs rather than by individual case, leading to suboptimal client experiences and disjointed information.
The maturity and experience of each organisation varied – reporting was difficult and time consuming, suffering from a lack of standardisation. Quality control was needed for outcomes reporting measures (DEX and SCORE).

Looking strategically at the challenge to build better client outcomes

Knowing Salesforce had the capabilities needed, the first focus was on defining the standard for data integrity across all organisations – as required by the peak body – and building functionality to track individual client cases at a high level of service.
A key component of the strategy was keeping implementation simple for NPs with the autonomy to use the platform in unique ways while gathering all the data needed for reporting.
NPs already using Salesforce maintained their existing solution with retrofit requirements built in. Those not using Salesforce were given incentive to move across via funding obtained by the peak body. All were enabled with customised solutions.
Unique dashboards were built for the peak body and each NP in order to report on their KPIs month on month and per quarter.
Every client interaction and case work is securely and efficiently attached to the client record, allowing for easy access to documentation in the event of a client request, subpoena or internal review.

Great outcomes for clients, NPs and the peak body

The change to a household data model centred on client care and simplified data entry has resulted in better client outcomes exemplified through SCORE reporting. Specific funding and action streams can be assigned quickly and easily whether speaking directly with a client or to their carer.
Monthly reporting for the peak body and the NPs is now simple and rapid with built in monthly report functionality and oversight.
The organisation is equipped to easily apply for funding via national programs such as NDIS (National Disability Insurance Scheme) and NDAP (National Disability Advocacy Program).

Looking Ahead

This Nation-wide Support Network for Older Australians has been working with SalesFix for over 4 years. A working group has been formed to better tackle the organisation’s objectives, improve case interaction for clients and simultaneously make advocates’ lives easier through smoother workflows. A recent launch focused on measuring the impact of case management on client wellbeing scores via pre- and post-case surveys. The flexibility and power of Salesforce is well understood and this client has adopted a continuous improvement strategy. Reporting requirements act as a baseline, with the solution for each NP and the peak body adjusted to suit their diverse needs.

Other Use Cases

This scalable solution is ideal for people-focused and government-affiliated organisations concerned with successful client outcomes and case management via SCORE/DEX.

What’s Next?

At SalesFix, we’re not just about selling solutions; we’re about making genuine connections and solving real problems. Let’s have a chat to see how we can help you.