How to speed up digital maturity

We asked four aged care experts:

How can Australian aged care service organisations fast-track their digital capabilities?

Leadership key to achieving digital maturity

By Daniel Pettman

In an environment of workforce pressures, uncertain funding, and significant sector reform, embracing digital technology is critical. AI, automation, analytics, sensor technology and robotics can have impacts in improving the customer experience, the engagement and retention of employees, and improving the financial and operational performance of organisations. But getting to a mature state where benefits are realised isn’t an easy journey.

Leadership is critical. The board and executive need a clear vision for the benefits of investing in technology and the knowledge and skills to design and embed digital strategy in the overall organisational strategy. Good technology architecture must follow strategy and consider how infrastructure, applications, integration, security, business analytics and newly emerging technologies all fit together and in what order they should be assembled.

Traditional legacy applications are not fit for today’s aged care environment. Lacking integration, mobility features, user experience and adequate cyber hygiene it is a sure-fire way to frustrate your staff and customers with hard-to-use tools, onerous double entry as well as running the risk of becoming a cyber casualty. Migrating to modern platforms and applications that are well integrated is a time-consuming and expensive exercise but a prerequisite for leveraging higher impact technologies. 

With the base of a modern application stack you are able to leverage the ability to connect and analyse your data in ways that can rapidly improve your decision making. Understanding the key drivers for funding, clinical, risk and operational performance in real time is a move towards embracing a data-driven mindset across your organisation.

The risks are everywhere

Cybersecurity must be baked into everything. The risks are everywhere – with the sensitive data you hold, the vendors you trust to handle that data and the literacy of your workforce to deal with emerging cyberthreats like deepfakes and AI-driven attacks.

When the data platforms and the cyber processes are mature you can begin to truly innovate with technology. AI technologies such as CoPilot or chatbots can save significant time for time-poor staff, virtual reality can provide great enjoyment to your residents, IoT sensors can collect and analyse data that previously required a lot of manual effort. The coming age of generative AI robotics will provide more opportunities to reduce pressure on frontline staff by automating many non-essential activities.

Mastering these digital disciplines is not easy but those who do can address their current challenges and prepare their organisations for the future.

Daniel Pettman is the chief digital information officer at BaptistCare, former chair of the Australian Aged Care CIO Network and current chair of the ACCPA technology considerations roundtable

Workforce education is paramount

By Dr George Margelis

The recent survey by the ACIITC showed the heterogeneity of digital maturity in the aged care sector. Whilst most aged care providers had implemented some digital systems, they were often piecemeal, lacked integration, and were designed to solve one problem, but often generated new problems.

Whilst we focused on the maturity of the provider segment, we were continuously reminded of the lack of maturity in the software vendor sector, with many applications being based on old architectures, and with limited support.

There are many reasons for this, and we are not laying blame on anyone. The relatively small size of the Australian market, the lack of financial and technological resources available, and the ever-increasing regulatory demands have left providers and software vendors struggling to take full advantage of the possibilities that digital transformation provides.

There are a few steps we believe we can take to speed up the effective adoption of digital technologies in the aged care sector.

Workforce education is paramount. This does not mean that everyone working in aged care needs to be a digital expert. However, there needs to be a minimum skill set in the use of technology, and a desire to improve their skills to enable them to make better use of the digital tools at their disposal.

This will also enable them to take a greater role in the design of systems for use in aged care. The two-way conversation between providers and software vendors is critical to enable the design of implementation of systems that provide value to the users, and benefits to the people they care for.

Standards development and support for implementation is also important

Standards development and support for implementation is also important. Developing a standards infrastructure, based on global best practice, that takes advantage of learnings in other parts of the world, as well as other industries, will enable us to develop systems that are interoperable, compliant, and fit for purpose.

Research that demonstrates the value of digital solutions and supports their continuous improvement is needed. The focus of the research must be on demonstrating what functions digital solutions can improve, how they can be made easier to use, and what innovations are needed to improve the quality, safety and efficiency of care provided facilitated by the digital solutions.

The Department of Health and Aged Care has significantly upped its game over the last couple of years in supporting digital transformation, and implementing new technology that enables the sector to take advantage of new developments in IT. The sector needs to take advantage of this and innovate our service models to reap the benefits available.

Dr George Margelis is independent chair of the Aged Care Industry Information Technology Council and chief technology advisor at Aged & Community Care Providers Association

Invest in a digitally literate aged care workforce

By Professor Sue Gordon

With so much technology surrounding us in everyday living today, it is a positive step by the Australian Government to be tackling digital capability as part of the transformation of aged care in Australia.

It is imperative that our aged care workers can comfortably and efficiently access, manage and understand the technology required to do their work.

Aged care service organisations can undertake several key strategies to ensure that our aged care workforce is digitally literate. This means that workers can better facilitate their day-to-day tasks and spend more time delivering person-centred care, which improves the care of our elderly.

Start by providing appropriate training and resources to staff members to enhance their digital skills. This includes proficiency in using electronic care records, communication tools, and other digital platforms relevant to aged care services.

Secondly, use innovation and technology to implement work processes to seamlessly integrate digital technologies into daily operations. For instance, using digital platforms to enable real-time patient data collection, thereby reducing duplication and the need for manual paperwork and phone calls at the end of the day. By collecting information immediately, to populate digital records and alerts, workers can focus on delivering effective care.

By utilising digital monitoring tools that allow for real-time tracking of data related to patient care, aged care workers can respond promptly to changing needs and adjust the level and timing of care accordingly. For example, using digital systems to monitor vital signs or medication schedules can help ensure timely interventions and improve the quality of care.

Ensure that it can be interrogated to identify patterns or trends

Data analytics can be collected from various sources, but it is important to ensure that it can be interrogated to identify patterns or trends in patient needs. This can help in predicting and planning for future care requirements, optimising resource allocation, and improving the overall efficiency and effectiveness of aged care delivery.

Another important factor to consider is recognising the digital literacy of our elderly population in Australia. Many older adults, including baby boomers, are very comfortable with using digital devices and platforms – they are the space invaders generation after all.

Incorporating digital technologies into aged care services can enhance their experience and engagement as we saw during the Covid pandemic, where uptake of telehealth and virtual communication with families become common and accepted.

We can provide training and support to elderly individuals to facilitate their use of digital tools for managing their own care needs and staying connected with caregivers and healthcare providers as well as their friends and family.

By implementing these strategies sooner rather than later, Australian aged care service organisations can fast-track their digital capabilities, improving efficiency, responsiveness, and overall quality of care delivery for older Australians.

Professor Sue Gordon is the lead research director at Aged Care Research & Industry Innovation Australia

Remote health monitoring offers a pathway to integrated aged care

By Dr Dana Dermody

As the landscape of aged care in Australia evolves, particularly in the aftermath of the Royal Commission into Aged Care Quality and Safety and the rapid changes brought on by the Covid-19 pandemic, a significant shift towards home-based care is evident.

This transition not only aligns with the preferences of older Australians to age in familiar surroundings but also calls for a radical rethinking of care models to effectively support this ambition.

Central to facilitating this shift is the strategic integration of remote monitoring systems – RMS – and Internet of Things – IoT – technologies into home care. These technologies, by closely monitoring daily activities and vital signs within the home environment, offer a promising avenue for early detection of health changes and timely interventions, thereby supporting the goal of ageing in place.

However, the full potential of RMS and IoT in transforming care delivery has yet to be realised, primarily due to challenges in their integration into existing care models. For RMS to truly enhance aged care, they must not be viewed merely as add-ons or operated through separate call centres disconnected from nursing care. Instead, there is a pressing need for these technologies to be woven into a new, cohesive model of care that is seamlessly integrated with care coordination.

The integration of RMS into home care should be designed to enhance the role of home care nurses, enabling them to deliver more targeted and efficient care. Empowered by real-time data, nurses can prioritise their care efforts based on the urgency of health needs, ensuring that interventions are timely and effective. This approach not only prevents unnecessary hospital admissions but also supports a more personalised and responsive care experience for older Australians.

To achieve this, home care providers must invest in the necessary infrastructure and training, ensuring that nurses and other care professionals are equipped to effectively use RMS technologies. Moreover, this integration requires a collaborative approach, involving stakeholders across the spectrum, including technology developers, healthcare professionals, and, crucially, the older adults and their families who are the primary beneficiaries of this care model.

Incorporating RMS into home care as an integral part of a new model of care – rather than an overlay – underscores a commitment to enhancing care coordination. This integration not only streamlines the delivery of care but also ensures that it is more attuned to the needs and preferences of those ageing at home. By doing so, we pave the way for a future where ageing with dignity and independence is not just a goal but a reality for older Australians, supported by an aged care system that is inclusive, responsive and person-centred.

An essential aspect of this integration is addressing the economic and billing models to compensate nurses for their work

An essential aspect of this integration is addressing the economic and billing models to compensate nurses for their work adequately. The deployment of RMS in home care necessitates a re-evaluation of how services are billed and funded to ensure that nurses are fairly compensated for the additional responsibilities and expertise required to manage these systems.

This may involve exploring new billing codes or funding mechanisms that recognise the complexity and value of integrating technology into patient care. By ensuring that the financial models underpinning RMS deployment are sustainable and equitable we can better support the nursing workforce, ultimately enhancing the quality of care provided to older Australians.

A critical concern is the temptation to monitor RMS “cheaply” by employing support workers who lack the necessary scientific skills and understanding. This approach poses significant risks, as it could lead to misinterpretations of data, delayed responses to critical health changes, and overall, a diminished quality of care.

The sophistication of RMS technologies demands a corresponding level of expertise for their management and interpretation, highlighting the indispensable role of qualified nurses in this integrated care model. Ensuring the RMS is operated by professionals with the requisite knowledge and skills is fundamental to realising its potential to support high-quality, person-centred care for ageing Australians.

Dr Dana Dermody is a gerontologic nursing expert with a passion for gerontechnology and aim of enhancing older adults’ health and independence through innovative solutions

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