Success Story
Goodwin streamlines home care operations with AlayaCare
Industry
Retirement living, residential care, home care and allied health
Founded
1954
Location
ACT, NSW
Employees
600
About Goodwin
Goodwin is an aged care provider that helps people live independently in a supportive community, with access to services that can adapt as their needs change. Across the ACT and NSW, Goodwin offers retirement living, residential care, home care and allied health services, supporting older Australians through multiple stages of ageing.
Goodwin’s mission is to nurture a professional team, provide quality services that support dignity and independence, and stay adaptable in the face of change.
Goodwin needed a dependable platform that could support its home care operations, improve day-to-day visibility and communication, and give the business a stronger foundation for the future.
Interview with
James Lee
Scheduling & Workforce Planning Manager, Goodwin
The Challenge
James Lee discusses Goodwin’s experience with AlayaCare
Before AlayaCare, Goodwin was using another software platform that did not deliver on the basics. “What we found was that actually a lot of the fundamentals just didn’t work as envisaged originally,” James shared.
This created pressure across core parts of the business. Processes were more manual than they needed to be, especially in areas like statements and access to care information. Field teams had limited visibility, and some workflows still relied heavily on paper.
Statements were one of the biggest pain points. Historically, producing them required significant manual intervention and often generated confusion for clients. James recalled that “what used to be a nightmare that we would dread” was not only time-consuming internally, but also led to frequent follow-up questions from clients who found the information unclear.
At the same time, Goodwin needed a platform that would support smoother day-to-day operations while also giving the business room to modernise and make better use of technology over time.
The Solution
Goodwin implemented AlayaCare for its home care operations, with rostering as a primary use case. The platform quickly gave the team a more reliable operational foundation and helped replace manual, paper-based processes with a more connected way of working.
The organisation is now also using AlayaCare to improve communication with field staff. “They have visibility of care plans now which they didn’t have before. It was very paper based,” James said.
The implementation itself was straightforward. Goodwin had been looking for a solution that could be put in place quickly and with minimal disruption, and AlayaCare delivered on that expectation. James described it as “a quite a quick seamless implementation which it ended up being.”
Just as importantly, the platform gave Goodwin confidence in the fundamentals. “Since the team have moved to AlayaCare they do believe that their lives have improved. The fundamental functionality just works,” they said.
The Result
Since moving to AlayaCare, Goodwin has seen meaningful improvements in both efficiency and clarity.
Statements, once a major operational burden, are now far easier to produce and easier for clients to understand. “It’s actually a very seamless process now,” explains James.
The quality and clarity of client statements has also reduced the number of incoming queries. James noted that questions such as “what’s this on my statements” have largely been resolved because of “how clear the statements are that come out of AlayaCare.”
Beyond individual workflows, the biggest impact has been the sense of stability the platform has created for the business. With the day-to-day operational challenges reduced, Goodwin is now in a stronger position to think ahead. “We’ve now got a nice foundation where we don’t have to worry about the day-to-day operational challenges,” he said.
That stronger foundation is giving the team space to focus on future improvement, from making better use of existing functionality to adopting new updates as they are released. As the business continues to modernise, Goodwin sees AlayaCare as a platform that can support both its current needs and its future growth.
James is looking ahead at what other AlayaCare features may support this growth, adding, “It’s exciting to see what other functionality we’re still yet to utilise that we will be looking at in the future.”
Interested in how AlayaCare can help your organisation? Get in touch with our friendly team today.