Aged care in Australia is a vital sector dedicated to providing essential support and care services to the country’s growing elderly population. Navigating the complexities of government-subsidised programs, regulatory compliance, and the daily operational demands requires more than just dedication—it demands cutting-edge technology.
In this case study, we cover how we used Microsoft Power Platform, Dynamics 365, and Power Automate to transform the operational landscape for an aged care provider, enabling them to deliver better services, improve compliance, and streamline financial management.
Our Client’s Challenges in Aged Care
The aged care industry in Australia is heavily regulated and operates under various government programs such as Home Care Packages (HCP) and the Commonwealth Home Support Programme (CHSP). These programs are designed to help elderly Australians live independently or receive essential care in residential facilities. However, managing these services presents several challenges:
- Tracking Agreements: Managing and tracking resident care agreements is complicated by frequent changes, regulatory compliance requirements, and the need to monitor renewal dates.
- Government Subsidies Management: Optimising the use of government funds such as HCP and CHSP requires precise tracking of eligibility, compliance, and reporting to maximise benefits for residents.
- Income Tested Care Fee (ITCF) Management: Accurate calculation and management of resident contributions to avoid disputes and ensure compliance with regulations.
- Budget Management: Fluctuating costs, limited funding, and the need for accurate forecasting make budgeting a key challenge for aged care providers.
- Support Services and Work Order Management: Ensuring timely and high-quality delivery of essential services, such as cleaning, meal preparation, and maintenance, is critical to resident well-being and operational efficiency.
- Clinician Allocation and Scheduling: Efficiently scheduling staff to ensure the right skills are available while preventing burnout is crucial for delivering quality care.
- Claims and Invoicing Management: Handling claims processing and ensuring transparent, accurate billing for residents and their families are essential for maintaining trust and financial clarity.
Our Solution: A tailored approach
To address these challenges, our team delivered a comprehensive solution using a combination of Microsoft Power Apps, Dynamics 365, and Power Automate, tailored to the specific needs of the aged care provider. Our approach focused on automating and streamlining key operational processes, improving compliance, and enhancing financial management.
Key Features We Delivered:
- Automated Agreement Tracking and Management
We implemented Dynamics 365 to manage resident care agreements, automating the tracking process. This included setting up automated compliance monitoring and renewal alerts, significantly reducing manual oversight and ensuring that agreements were consistently up-to-date. - Streamlined Government Subsidy and Client Contributions Management
We developed a system to manage HCP, CHSP funds, and ITCF calculations, automating eligibility checks and fee calculations. By integrating these processes into a centralised platform, we provided detailed reporting that ensured compliance and improved transparency in managing government and client contributions. - Enhanced Budget Management Tools
Using custom PCF (PowerApps Component Framework) controls within Dynamics 365, we built a dynamic budgeting and forecasting solution. This tool allowed the aged care provider to manage fluctuating costs and optimise resource allocation more effectively, ensuring better financial control.
- Support Services Management:
Dynamics 365 Field Service enabled the coordination of support services such as cleaning, meal preparation, and maintenance, ensuring smooth service delivery without disruptions. Work orders were automated and recurring tasks scheduled to avoid lapses in care. - Clinician Allocation and Scheduling:
Clinician allocation was optimised through resource scheduling and a dynamic schedule board. This allowed the provider to match staff skills with resident needs while preventing over-scheduling and burnout. - Claims Management:
Power Automate integrated with Dynamics 365 facilitated the submission and reconciliation of claims. This automation reduced administrative overhead and ensured that all claims were processed accurately and on time. - Invoicing & Statements:
The invoicing process was streamlined using Power Automate to generate detailed statements for client contributions, support services, and equipment use. This helped maintain transparency in billing and enhanced financial clarity for both the provider and residents.
Results and Impact
The implementation of this comprehensive solution had a transformative impact on the aged care provider:
- Increased Operational Efficiency: Automating key processes like agreement tracking, subsidy management, and invoicing reduced administrative overhead and allowed staff to focus on care delivery.
- Improved Financial Accuracy: Automated invoicing and claims management ensured that all financial transactions were accurate, minimising disputes and delays in payment processing.
- Enhanced Compliance: The system ensured full compliance with government regulations by automating the tracking of agreements, subsidies, and contributions, significantly reducing the risk of errors.
- Optimised Staff Allocation: Clinician scheduling was optimised to match skills with resident needs, improving the quality of care provided and reducing staff burnout.
- Budget Control: The dynamic budgeting and forecasting tools allowed for more precise resource allocation and financial planning, ensuring that the provider could operate within its funding constraints.
Our aged care client faced significant operational challenges, but with the right technology solution, we were able to mitigate these. Our Microsoft Power Platform, Dynamics 365, and Power Automate solution delivered tangible improvements in efficiency, compliance, and financial management, enabling the provider to focus on delivering high-quality care to its residents.
