Best Practice in Consumer Engagement for Aged Care
For Residential Aged Care, Home Care, Disability & Retirement Village Providers.
Schedule A Demo 15-minute Zoom call
A much more proactive approach than surveys
Simple-to-use, easy-to-access and high-level reporting
In aged care, information is king, and Tell Touch provides this!
Watch this space! Evaluation results released soon.
Tell Touch has been evaluated by Swinburne University. Spoiler alert: they're great!
Consumers & Representatives can submit feedback in one of 80 languages through:
- An in-home kiosk (residential only);
- A mobile app; or they can
- Scan a QR code and submit a web form.
Tell Touch system (hosted in Australia) receives the feedback and:
- Auto-assigns it based on customizable rules (e.g. if food-related, assign to the chef);
- Maps it to the Aged Care Quality Standards;
- Sends reminders if/when overdue; and
- Analyses and escalates if serious (e.g. SIRS).
Manager is notified by email or SMS. They then sign in to the dashboard to:
- Reply (representatives get copied in);
- Post an internal note;
- View previous correspondence; and
- See reports highlighting areas needing attention.
Create custom surveys or choose from a template. Includes:
- Residents' Experience
- Quality of Care Experience
- Quality of Life
Consumer or Representative get survey in a text message or email. Or a staff member is tasked conducting surveys.
Surveys completed on mobile, website or tablet (can also be paper-based and manually entered).
Results are tabulated and presented in a easy-to-read report.
Results calculated ready to be submitted to the My Aged Care portal (when required).
Send messages to consumers and their representatives. The type of message (email or text message) will depend on what contact information you have for them. It's a great way to keep consumers and their families up-to-date. For example:
Does your Feedback & Complaints System Comply?
Standard 6 of the Aged Care Quality Standards requires providers to demonstrate that feedback and complaints are "encouraged and supported", there is "open disclosure", and responding actions are "appropriate".
The paperwork required to demonstrate compliance makes this practically impossible. It's also difficult to spot trends to add to your PCI.
Risk Management Tools
To demonstrate compliance, the manager must manually enter all correspondence which is time-consuming and not terribly practical.
Survey Tools & Scheduled Audits
If relying on surveys or audits to identify issues, it's too late to take "appropriate action". You can't undo a broken hip!
Staff undertaking a survey isn't consumer engagement.
Web-based Feedback Tools
These tools do not "encourage and support" the many people that aren't tech-savvy or don't have Internet access.
Further, the forms are often hard-to-use and long-winded.
Retail Feedback Tools
Modified retail tools don't meet open disclosure requirements and often don't meet health data privacy and security obligations.
Simple, easy-to-use, accessible system. Continuous live data allows you to engage with your consumers, deliver better care and demonstrate compliance.
An Early Warning System
For every person who complains, 26 others typically remain silent. Tell Touch proactively captures instant feedback and spotlights issues before they fester into costly, time-consuming, resource-intensive problems. It's an early warning system that improves operations and makes compliance painless.
Reporting Requirements Made Easy
Save days-and-days-and-days of work each month and quarter complying with the new and upcoming reporting requirements. Don't sweat it when the department comes a-knocking.
When quality assessors ask to review feedback and complaints.
Tell Touch reports allow you to export a PDF with everything needed. The feedback and complaints component of the audit is satisfied in 2 minutes!
Beginning mid-2023 all homes need to provide Monthly Care Statements. Most required data can be extracted from care management software - but not feedback data.
Tell Touch offers a report that gives you exactly what's needed!
A Residents’ Experience survey makes up the biggest part of the Star Rating calculation.
Tell Touch provides a digital version of the survey. Interview residents yourself to avoid any surprises.
From 1 April 2023 the QI Program has been expanded. New indicators require conducting quarterly "Quality of Care Experience" and a "Quality of Life" surveys on every resident.
Use Tell Touch surveys to track, collate and calculate the QI value you're required to report.
“ An ounce of preventions is worth a pound of cure. ”
The average home can save $120,000 per year
This value is based on modelled cost savings when implementing Tell Touch in an average 100-bed facility. Factors include:
- Marketing spend
- Staff absenteeism
- Staff turnover
- Staff quality/efficiency
- Legal fees - External complaints
- Legal & consultant fees - Non-compliances
- Legal & consultant fees - Sanctions
- Fines if sanctioned
Government Grants Now Available
Numerous providers have funded Tell Touch through grants.
The Department of Health and the Commonwealth Home Support Programme (CHSP) are providing grants (GO5672) to “address gaps in service delivery and trial and implement new and innovative service delivery models”. Contact us to find out more.