Together we do better

Does the thought of dealing with feedback send shivers up your spine? Does dealing with feedback translate to more work? For many of us it does – but it shouldn’t!  

Two aged care nurses have made it their mission to change the perception of feedback in the aged care sector. They are making it easier for consumers to raise issues, making it easier for managers to resolve them, and trying to change the perception of dealing with feedback from being a chore to being an opportunity. In so doing, everyone wins.

Said co-founder Diana Cooper, “As experienced aged care nurses we’ve been around since the suggestion box was “invented”. It was a great idea back in 1999, but 22 years on there is a better way. Paper-based systems are difficult to access, not cultural inclusive, response times are often slow, and it’s too easy for issues to be lost. For management, data analysis is retrospective, time consuming, and lacks transparency and accountability. We thought there had to be a better way, so we partnered with an app developer and Tell Touch was born.”

Tell Touch was designed from the ground up and is a powerful yet simple-to-use digital feedback and complaints platform. Consumers and families can provide feedback about their experiences by using a mobile apps (iPhone and Android), in-house kiosk or website. Consumer, or their loved ones, record their satisfaction against categories related to care and services – anywhere, anytime.

The feedback is captured and securely stored in the “cloud”. Managers are notified of all feedback and it is instantly available to the manager via an easy-to-use real-time dashboard. The rich reporting, automated follow-up reminders and analytics provide management with the tools to comply with new feedback and complaints requirements, improve the quality of care and services, and more efficiently run homes.

As aged care nurses we wanted to support best practice and risks management principles. All feedback is mapped against the Aged Care Quality Standards to help identify gaps in care and service, and feedback is risk rated to meet SIRS requirements. For example, if feedback is received that indicates neglect or abuse, managers will receive a text message alerting them instantly.

In its reporting, Tell Touch uses key indicators such as response times, resolution times and resolution satisfaction to monitor services performance. Tell Touch is a Melbourne-based, growing business that is fast becoming a must-have for aged care operators.

“We never thought we’d be launching a new product during a pandemic with never ending lockdowns, but despite that we now have over 6000 users.

We recently launched home care, with retirement villages and disability care on the roadmap. We’re always improving Tell Touch in response to government changes and in collaboration with our clients,” said co-founder Christine Brodrick.

For further information, visit https://telltouch.com.au/ or call 1300 83 55 86