Multi-state aged care and retirement living provider BaptistCare is partnering with care technology company Hayylo to boost the customer experience and enhance communication between team members and clients and their families.
Using Hayylo’s customer service platform and client portal, the partnership is starting out with BaptistCare’s home care services.
“Advancements in technology are revolutionising the way older people and their families experience home care,” Sarah Newman – general manager of BaptistCare at Home – told Australian Ageing Agenda.
“Innovative solutions like Hayylo bring transformative potential, offering real-time updates, streamlining communication and empowering older people through increased autonomy and control,” she said. “This is helping to move our client experience towards what we expect in so many other aspects of our lives as consumers.”
In light of the current reforms in aged care – particularly with the introduction of customer advisory bodies and the upcoming changes to Support at Home – the collaboration aligns with the sector’s growing focus on customer-centred care, said Ms Newman.
“The partnership supports the sector’s emphasis on person-centred care and customer-centricity by placing older people at the forefront of its design. As we move towards a renewed aged care system, the sector must respond to the changing expectations of consumers.”
After investigating a number of options, Ms Newman told AAA BaptistCare chose to team up with Hayylo, not only because of the quality of its technology, but also due to its extensive understanding of the sector. “Hayylo offer deep expertise in working with the home care sector and also bring their own lived experience of the service system.”
She added: “Their holistic implementation approach gives consideration to our broader operating needs, opportunities to optimise workflows and champion client experience.”
Hayylo chief executive officer Greg Satur said he was thrilled to partner with BaptistCare. “We are excited to support one of the leading organisations in Australia in their delivery of worldclass services to customer groups across New South Wales, the Australian Capital Territory and Western Australia. We look forward to helping support the many thousands of BaptistCare customers now and into the future”.
Hayylo’s platform will initially be integrated with AlayaCare – already in use by BaptistCare across its home care services – before being rolled out across the provider’s residential aged care, retirement living services and community housing services.
“We are currently in the planning phase and expect to be moving into integration and testing in the coming weeks, with an aim to implement the technology before mid-2024,” Ms Newman told AAA. “The project learnings will be used to inform opportunities to deploy the technology into other BaptistCare service streams in the future.”