Trust - Has it eroded between the Hospital and Aged Care network?

There is no doubt that with the changes in the aged care act, occupancy rates improving and mandated care minutes that the search for a bed for an Australian in need is at an all-time stress point. Why would this be?

In part its commercial, Aged Care providers are not meeting the returns expected for some time and this has led to under investment in the sector. This addresses point 2, occupancy rates improving. Vacant beds aren't the problem its now finding the correct bed for that person who has been presented. Keep in mind that the person presented is now one of many looking for that bed. The individual resident now has mandated care minutes each day and depending on that need it dictates the level of staffing required for that Home. Full homes with high ANACC classes have high staffing needs.

The new act will present a new and, in my opinion, the largest impact upon resident placement. The additional cost structure to be put in place for high means or non-supported residents will make them more attractive to be placed in the Care Home. The additional potential RAD (max rate prior to department approval of $750k), the 2% per year retention of this payment for a maximum of 5 years and other potential addon fees will bring the provider more revenue. It should also see some additional investment, but time will tell on that.

So why is the trust eroded?

Aged Care providers are now asking for more information on patients at every turn. The clearer the assessment picture for the provider the more the informed decision can be made. Of course, no provider will come out and say that they just want high means residents, but it is obvious that assets and income position of a resident is a major factor in the decision making for admission.

For the last several years the hospitals have had aged care homes on their doorsteps begging for residents, now they are making discharge planners and social workers jump through hoops. This has resulted in some poor information being shared, some terrible communication and customer service from providers and the poor resident/patient/client stuck in the middle.

Quality INSITE has put their money where their mouth is and developed Carebridge Connect portal. This has been designed to provide clear communication, information and knowledge of vacancies combined in one package for providers and the health network alike. We are excitingly awaiting the signing of several trials which will be a communication revolution for the sector. QI is also hosting an Aged Care forum for the Brisbane metro market to start the conversation rolling on trust and how it can be restored in the sector.

What's install this week for QI.

We are hosting another round of online training this week and it is a sell-out. We are so excited to be looking at how building knowledge around best practise in selling the industry can help. Help not only for the provider but using techniques to build rapport and trust quickly allows for a smoother transition of information for people to make an informed decision in care.

We have several more sessions booked over the coming months. If you would like more information, please reach out via [email protected].