Handling system changes in aged care and IT
There is no respite in sight – providers must think broadly to successfully manage the latest challenges, says David Powis.
The pace of change is accelerating and there is no respite in sight. I note in a recent article that there is a call to defer proposed government changes, due to shortage of time for a controlled implementation.
There is never an “ideal time”. Whenever change is thrust upon anyone, the natural defence is to try and push it back as far as possible, but, as far as possible becomes tomorrow before you can blink.
A better course is to embrace the change and make the change as positive an outcome as you can, under the circumstances.
The first step in this process is to marshal your resources. Understand the change, or at least do your best to understand the change. This is the minimum requirement.
The second step is to ask yourself what team you need to address and successfully manage the change. You do not have to do everything yourself – that would be overwhelming.
Think more broadly; what is the best team you can put together from internal resources and what additional input would you need to engage externally? The standard support from both accountants and lawyers should be considered, but you should also consider engaging with your IT provider as a critical element of discussions moving forward. The questions that need to be answered are:
- Has the IT team committed to understanding the changes?
- Are they focused on meeting your changing needs?
- Are they sufficiently resourced and competent to deliver outcomes that protect and assist you to meet your commitments as a care provider? This includes supporting you in:
- meeting compliance requirements
- becoming a quality provider
- delivering professional services to meet your clients’ needs
- maintaining and growing a financially viable organisation
- reducing your cost burden imposed by this change
- providing cost-effective options and solutions
- demonstrating commitment as an IT partner, with evidence to back this up.
Adequate time in a change process is never provided, but professional and well-resourced IT providers should be aware of the changes down to the smallest detail and the associated time constraints. They constantly have to react and plan accordingly to meet their clients’ needs within short timelines.
Over and above the government-imposed system change, there is also the modern-day challenge of ever-increasing cyber threats. Providers now need to consider information security in every aspect of their IT plan and how data is managed, stored, encrypted and accessed.
Furthermore, following the general trend of government in response to community demands for improved quality of care, there is a strategic move to consolidate care delivery, in all its forms. This will eventually mean a single platform to provide the department access to timely and regulated data capture, with seamless data integration, management and reporting.
Access to government portals is now being regulated; IT software providers need to qualify for ISO 27001:2022 or equivalent, plus submit their software to scrutiny by departmental IT specialists. They need to demonstrate their ability to satisfy departmental requirements for the right to upload and download data from a range of government portal interface connections.
Change, change, change and more change! For those who embrace it and form the correct alliances and partnerships with appropriate specialists, particularly in IT systems delivery, the passage of change will be far more streamlined and less stressful.
e-Tools Software has expanded its resource base to assist its clients meet the latest challenges. e-Tools is ISO 27001:2022 Information Security Management System certified, is approved to access government portals, and is currently expanding that resource.
A cost-effective software package for Support at Home is well in development to address the changes and will be released ahead of the implementation timeline. This was a deliberate decision to ensure e-Tools clients have a smooth transition from the current arrangements to the new regime on the implementation date.
The future belongs to those who get there first and can deliver the best outcomes rightfully demanded by a growing ageing and NDIS population, your client base. Partner and collaborate with e-Tools Software, and together we will get there with limited stress on your team.
Find out more about our Support at Home software