95% of home care clients satisfied or highly satisfied with care managers
A recent article in DCM Weekly discussed the possible erosion of the care manager function in Support at Home reforms.
Care or case management is an essential part of the services Benetas provides to our more than 1,500 home care package clients.
Benetas’ proof isn’t just anecdotal. Between June and September 2023, the Victorian provider ran a survey of new home care clients.
The findings clearly highlighted the importance our clients placed on case management with more than 95% satisfied or highly satisfied with the assistance provided by the care manager.
Survey results showed case management was particularly important when navigating the complex aged care system and the need for ‘human connection’ in what can be a very stressful time as our clients deal with major life changes.
It also emphasised the praise our clients gave to case managers for ensuring their care was tailored to them.
The provision of home and aged care services is a people business, we are caring for and supporting human beings and we need to be able to deal with any issues swiftly and positively.
Case managers are essential here, particularly before services commence. The knowledge, experience, and assessment skills they bring to the table, enable clients to get the supports they need to live their best life at home for longer.
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One client stated in the survey ‘the paperwork is horrible – there was too much and I could not understand it - thank God for the client advisor (case manager) who helped me with the paperwork’.
Benetas is aware that it will have to continue to provide efficient services with the implementation of the Support at Home funding model. But we need to be vigilant, ensuring little-to-no impact on the management element of the services, given its importance to clients.
The role of case managers is critical, but we need to be able to do it in a potentially low-cost environment.
We are working with the Federal Government to ensure it is aware of the benefits in terms of health outcomes for clients with good case management interventions.
Our clients have spoken – we need to listen.
This article originally appeared in The Weekly Source ??
Effective Relationship Management and Powerful Storytelling are my Super Powers
1 年Really interesting article, thank you. As I am relatively new to the Care sector it is excellent information. ??
Manager Family Services & Housing at Sunbury and Cobaw Community Health
1 年Helen I think its worth noting that the message that comes from your article shows that clearly Benetas is committed to excellence in service delivery and client experience. Well done on listening to your clients and terrific work being done by your teams to respond ????
Aged Care| Home Care Packages| Business Lead | Problem Solver | Building Strong Partnerships for Sustainable Success | Strategic Thinker | Driving Growth through Collaboration| Passionate | Results-Orientated
1 年Well written Helen, thank you for sharing this important information.
Senior executive with extensive customer-focused experience in delivering operational excellence and business improvement, building teams, and driving innovation.
1 年Really value your insights Helen, we are so lucky to have you in the sector ??
Managing Director McArthur Vic/Tas
1 年Well written Helen - thank you always appreciate your insight