Success Story
AnglicareSA gains efficiency and improves oversight with AlayaCare
Industry
Aged care and community services
Founded
1860
Location
South Australia
Employees
2000
About AnglicareSA
Since 1860, AnglicareSA has supported South Australians in need, and today it supports more than 50,000 people each year through around 2,000 staff and 230 volunteers. Guided by its purpose, ‘Together we change lives’, the organisation provides a broad range of social support services across the state.
Within aged care, AnglicareSA supports older people with services designed to help them live independently and well. Its offering includes in-home aged care and allied health services that support health, wellness, mobility and everyday independence.
As the organisation looked to grow its customer base and support teams across care management, allied health, nursing, billing and claiming, it needed a platform that could connect these moving parts and provide a stronger operational foundation for the future.
Interview with
Craig Gogoll
Senior Manager Growth and Innovation, AnglicareSA
The Challenge
Before AlayaCare, AnglicareSA was managing key parts of its operations across disconnected systems and manual processes. That created inefficiencies not only for office-based teams, but also for care workers in the home.
As Craig explained, “Some of the challenges that we had with our previous systems … were we didn’t have a lot of the connection with our care workers in the home, and the connection with our invoicing and billing and claiming as well.”
That lack of connection created a heavy administrative burden. “There was a lot of manual work that was being done,” he said. “We had papers in customers’ homes.”
The limitations of the previous system were particularly clear for care partners and care coordinators, who struggled to access rosters and update schedules easily. “There was a lot more administration drive with our previous system,” he said.
At the same time, AnglicareSA was looking to grow. But doing so with paper-based processes and fragmented information was not sustainable. “We were looking to increase our customer base, and doing things the way that we were wasn’t going to be effective and efficient, especially still using a lot of paper.”
The organisation needed more than a point solution for care management alone. It needed a platform that could support care management while also extending across allied health, nursing, invoicing, billing and claiming. In short, it needed a system that could bring operations together.
The Solution
AlayaCare gave AnglicareSA a more connected way to manage care delivery and operations across the business. Reflecting on the implementation, Craig summed it up simply: “While we were looking for a CRM, we got more than a CRM.”
By centralising information, AlayaCare helped replace disconnected systems and paper-based processes with a single source of truth. “The difference that AlayaCare has made in our operational space has been that our connection of information has been a lot more streamlined,” he said.
That change has been especially important for care management teams and care partners. Instead of spending time tracking down information, they now have what they need in front of them. “Our care management team and our care partners are very much in the centre of everything that occurs now, not just an oversight and then having to go and find information.”
For field teams, the experience has changed significantly too. Staff now receive schedules through the application instead of by email, can record progress notes on mobile, and can see previous updates before entering a client’s home. That has made the client journey “a lot more succinct and clear so that everyone knows what’s going on.”
AlayaCare has also helped AnglicareSA connect care delivery more effectively with its invoicing, billing and auditing requirements. Rather than pulling together information from multiple systems and pieces of paper, the organisation can now rely on one CRM to support operational oversight and compliance.
The Result
Since partnering with AlayaCare, AnglicareSA has improved efficiency, visibility and coordination across its operations.
One of the biggest gains has been in administration. “We’ve gained… a lot more efficiency in our administration functions so that we can spend more time having people do more of the care,” Craig said.
The platform has also improved audit readiness. “AlayaCare has helped us meet our auditing requirements in a very efficient way,” he added.
For care workers, the change has been practical and immediate. Mobile access to schedules and notes has made day-to-day work easier and reduced reliance on paper records in customers’ homes. Staff can plan ahead more easily, and the whole team has better visibility into what has happened previously for each client.
AnglicareSA has also gained stronger oversight of service delivery. “What we’ve seen in a change is that we’re hitting about ninety five percent of our Anglicare SA care team being able to deliver services, which means that five percent is going out to our agency.”
That level of visibility matters. “Without AlayaCare having that oversight, we were guessing a little bit more. The reporting in AlayaCare has allowed us to see that.”
For AnglicareSA, the impact has gone beyond replacing a legacy system. It has created a clearer, more connected way of working and given the organisation more confidence in what comes next.
As Craig put it, partnering with AlayaCare “has really been that it’s opened our eyes to what we can do and what is possible.”
Interested in replacing your disconnected systems and paper-based processes? Get in touch with the AlayaCare team today.