industry & policy
information and support because of delays. Furthermore, many providers reported receiving incomplete referrals from the My Aged Care contact centre, which delayed provision of support to older people and their allies. Additionally, access issues for people from non-English speaking backgrounds and Aboriginal people were underplayed in the design of My Aged Care. While the portal has been changed in response to some of these concerns, more in-depth testing of the system could have reduced the level of disruption the sector experienced.
Similar problems have been reported with the implementation of the NDIS Myplace portal for providers from July 1 of this year. Providers have struggled to upload information for payment, including bulk uploads. Delays and other issues with the portal led to some providers not getting paid. The government had to step in and provide emergency funding to ensure that staff continued to be paid. For small organisations with limited cash flow, issues with the NDIS provider portal have posed a serious risk to financial survival, as many of them have needed the government’ s emergency funding to meet their existing liabilities. The review of the business case and process for the development of the Myplace provider portal identified serious issues with the service delivery operating model, the sector engagement and the resourcing to implement the changes.
These issues all highlight the importance of planning, consultation and appropriate change-management strategies in implementing reforms. Some issues could have been addressed if there had been
adequate testing of the portals, as well as more time and resources for stakeholders to implement proposed changes. However, the political imperative to progress with the reform agenda appeared to override concerns about the sector’ s readiness for change.
DIGITAL DISRUPTION – FRIEND OR FOE? Online platforms have the potential to provide information to people who use social-care services in Australia. However, the design of the platforms needs to involve the people who will use the system, and not just technocrats. There should be careful planning and consideration of operating models, and the necessary change-management strategies, including appropriate timeframes and resourcing to support all stakeholders in implementing changes.
The reforms being implemented for older people and people with disabilities, and their allies, across Australia could easily have been derailed because of poor system design and implementation plans. The lessons from the launch of My Aged Care and the NDIS Myplace provider portal clearly highlight the importance of time, engagement and appropriate resourcing to ensure that digital changes are implemented in an effective manner. ■
Carrie Hayter is managing director of Carrie Hayter Consulting, a firm specialising in the disability, aged-care and healthcare sectors.
UNIQUE
®
Care
Manufacturer of quality care products
Unique Care beds are proudly manufactured in Australia.
Unique Care is a 100 % Australian owned company, ensuring all proceeds from our sales stay in Australia.
By purchasing from us you are supporting Australian Manufacturers.
SafeCare ® Floor Bed SWL 300kg Standard Bed SWL 200kg HomeCare™ Bed SWL 200kg
The slimline low fixed height end columns are designed to eliminate the risk of injury to feet, damage to bed by objects trapped under the bed and to maximise visual monitoring of residents especially when in the raised position.( see inset photo).
Australia’ s most popular Standard bed incorporating high quality electronics.
• Customise your bed sizes and head boards shape and colour to suit your decor.
• Customise your electronics and accessories to suit your staff and resident’ s( patient’ s) requirements
Loads of features and attractive designs. The HomeCare™ beds are built with solid timber surrounds, and are available in a wide selection of timber stains to complement any decorating style.
ENQUIRE ABOUT OUR ' ACUTE ' PACKAGE AVAILABLE FOR HOSPITAL USE
We also manufacture a wide range of accessories from over bed / chair tables and bedside lockers to self-help poles and bed sticks.
TGA Registered & Manufactured to IEC-60601-2-52 and AS / NZS 3200.2.38.2007
Unique Steel Design Pty. Ltd., 9-11 Point Henry Road, Moolap, Vic 3221.
( 03) 5248 8369 | www. uniquecare. com. au
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