Aged care, NDIS, and DVA-funded home and community care providers. Mid-market to enterprise organisations operating across one or more states and territories.
Rising clinical costs: How providers can stay ahead under Support at Home
AlayaCare
Support at Home (SAH) reforms are changing the way providers deliver clinical care.
Registered Nurse (RN) and allied health services now carry higher costs, putting more pressure on budgets.
StewartBrown’s August 2025 Support at Home Pricing Survey shows that providers’ planned clinical service rates are higher than the Department’s earlier indicative estimates reflecting rising costs and market realities.
The survey of 82 providers found that median RN rates are $181/hour (compared to $160/hour in the Department’s estimates), while allied health services often exceed $220/hour, higher than the Department’s indicative $200/hour range.
While the impact is especially significant for larger providers, rising rates affect organisations of all sizes, influencing budgets, staffing, and the delivery of consistent, high-quality care.
In this blog, we explore why clinical costs are climbing and how providers can use technology like AlayaCare to manage costs without compromising outcomes.
Why clinical costs are rising
Providers are facing multiple pressures that drive up the cost of clinical care:
High hourly rates: RNs and allied health professionals are the most expensive service categories. Even small increases in hours or rates can quickly add up across hundreds of visits.
Complex delivery models: Prices vary depending on location, method, and type of visit. For example, telehealth, in-home visits, or clinic-based sessions can each have different costs.
StewartBrown found that 73% of providers are likely or considering adjusting prices ahead of the November 2025 SAH rollout to account for wage increases, transition costs, and compliance requirements.
Raising prices is one way to respond, but it’s not the only solution. Smarter rostering, flexible service delivery, and automation can all help reduce the financial impact of rising clinical costs.
Using AlayaCare to manage clinical costs
AlayaCare matches clinicians to visits based on location, skills, and availability, reducing travel time and ensuring staff are deployed efficiently.
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StewartBrown’s survey also highlights technology adoption in the sector, with AlayaCare emerging as the most widely used platform. Built for providers under SAH, AlayaCare gives teams the tools to manage costs, optimise staff, and maintain care quality.
Here’s how:
AlayaCare matches clinicians to visits based on location, skills, and availability, reducing travel time and ensuring staff are deployed efficiently.
Visit Optimiser lets managers plan schedules to maximise productive hours, minimise rejected visits, and protect margins. Bundling geographically close clients or combining multiple care tasks into a single trip can further cut costs.
AlayaCare’s forecasting tools provide a real-time view of each client’s SAH budget. Integrated with Services Australia, the platform shows funding allocations, planned vs delivered services, and government vs participant contributions.
Managers can spot under- or overspend early, adjust schedules, and plan with confidence. All while safeguarding care quality.
Clinical costs are rising fastest in nursing and allied health. AlayaCare dashboards help providers track where hours are spent and which services drive the highest costs.
By identifying high-cost areas early, providers can make operational changes, such as optimising visit types or adjusting staff allocation, before costs escalate further.
AlayaCare’s AI assistant, Layla, helps staff quickly access key clinical information, summarise notes, and review care plans between back-to-back visits.
Reducing administrative tasks lets staff focus on delivering care, while also cutting hidden overheads that drive up clinical costs.
Benefits for staff, participants, and budgets
Managing clinical costs effectively benefits everyone. Providers can deploy staff more efficiently, reduce waste, and maintain financial sustainability. Participants receive more consistent care, and staff spend less time on non-clinical tasks.
Rising clinical costs are here to stay under SAH. Providers who embrace smarter workflows, dynamic rostering, and data-driven insight can balance affordability with high-quality care.
AlayaCare is designed to support providers in this landscape. Get in touch to see how our platform can help you manage rising clinical costs while maintaining excellent outcomes.
Personal care vs domestic assistance: The hidden SAH billing challenge
AlayaCare
The Support at Home (SAH) billing rules require a clear separation between personal care and domestic assistance services.
In the past, these costs were often bundled as personal care and domestic assistance are often delivered in the same visit. But now, providers must allocate costs correctly across service categories.
StewartBrown’s August 2025 Support at Home Price Survey Sector Report shows that while the median hourly rates for these services are relatively close at $115 for personal care and $109 for domestic assistance, the real complexity sits beneath the surface.
Each category attracts different participant co-contribution rates, with Independence (personal care) services requiring a up to 5% co-contribution from full pensioners, compared to up to 17.5% for Everyday Living (domestic assistance).
This means that two services delivered in the same visit may be billed and recovered differently depending on their classification. For providers, that introduces new layers of administrative and billing complexity, particularly when personal and domestic tasks are part of the same appointment.
In this blog, we’ll explore the billing challenges created by SAH, why these small differences matter, and practical ways providers can manage complexity using digital tools to streamline operations and maintain accurate cost recovery.
Understanding the complexity
StewartBrown’s August 2025 survey highlights several factors driving administrative complexity for everyday living services under SAH:
Bundled services: Personal care and domestic assistance are often delivered together. Providers must now split and allocate costs correctly across service categories.
Service granularity: Visit length, service type, and delivery method (home, clinic, or telehealth) affect how pricing is applied.
Co-contribution differences: Participant contributions vary by category, even when provider rates are similar.
Service list separation: SAH requires all services to align with approved service categories, creating a need for structured billing logic and clear cost allocation.
For providers managing hundreds or thousands of visits each week, these rules introduce significant administrative effort. Manual tracking, pricing adjustments, and reconciliation can quickly consume staff time and create room for error.
The challenge for providers
Even small inconsistencies in pricing or allocation can cause problems when multiplied across a large caseload. Common challenges include:
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Manual adjustments: Staff must track and apply different co-contribution rates and service categories, increasing the risk of mistakes.
Bundled visits: When personal and domestic assistance are delivered together, billing must be split correctly to match participant budgets.
Audit readiness: Misalignment between co-contribution % and approved services can result in compliance issues.
Volume pressure: Everyday living services are often high-volume, which amplifies administrative load and potential for error.
Many providers are also finding that as SAH rules come into place, billing and reporting workloads have increased. But with the right technology, billing and reporting can be standardised and automated.
How AlayaCare simplifies billing and compliance
AlayaCare is designed to make SAH compliance simple. Our billing system is set up to handle the unique SAH pricing logic, helping providers maintain accuracy and reduce administrative overhead.
With AlayaCare, providers can:
Apply co-contribution rules automatically based on service category, participant type, and funding source.
Split bundled visits accurately so that personal care and domestic assistance are billed to the correct funding episodes.
Set dynamic pricing rules that adapt to service type, visit length, and client group.
Forecast budgets in real time, with interactive charts tracking planned versus delivered services and a clear breakdown of government versus client contributions.
Generate audit-ready reporting that shows exactly how each visit was billed and recovered.
These tools remove the need for manual calculation, reduce billing errors, and ensure every claim aligns with SAH billing standards.
Keeping SAH billing simple
Everyday living services may seem simple, but under Support at Home, different service categories and co-contribution rates add real administrative complexity. Providers need to track budgets, split bundled visits, and ensure every service is billed correctly.
Digital tools like AlayaCare automate these tasks, reduce errors, and keep you compliant, while freeing staff to focus on care.
Interested to learn more? Contact our friendly team today!
Under Support at Home, transport pricing is one of the few areas where providers can be flexible. You can reflect real costs like staff time, fuel, vehicle depreciation, insurance, and admin overhead. That flexibility is useful but it also introduces complexity.
Fees are often based on factors like distance, trip duration, and provider-specific considerations. Many providers maintain separate price lists for group transport, driver-plus-car services, and indirect transport.
While this flexibility lets providers account for different costs, it also creates challenges:
Trips can be mischarged, leading to revenue leakage or overcharging.
Tracking mileage, time, and multiple pricing tiers adds administrative burden.
Inconsistent billing can create compliance risks with participant budgets and service agreements.
What Support at Home rules say about transport
Support at Home rules separate transport into two types:
Direct transport: provider supplies driver and vehicle
Indirect transport: provider supplies taxi or rideshare vouchers, deducted from the participant’s budget
For direct transport, service agreements can specify a price range per trip based on distance, trip length, or participant needs. For example, “low distance” trips (1–10 km) might have a range of $30–$60 per trip. The price range applies only on a per-trip basis. Once agreed, each trip must be charged within that range. Providers may charge only a single price for delivering a unit (one trip) of the Direct Transport service.
In calculating a price range, providers can consider things like length of trip (distance and/or time), the requirements of the participant (for example, if they require mobility assistance), and any other relevant costs.
How to standardise transport pricing
Flexible pricing is useful, but inconsistent approaches across providers can create confusion for participants and compliance risks. There’s also a risk of revenue leakage.
Even minor inefficiencies can significantly impact income. With the average participant charge at $105 per trip:
Misreported mileage or times can lead to under-billing
Complex pricing tiers for group or special services increase administrative errors
Inconsistent billing can cause participant dissatisfaction or trigger audit issues
By standardising processes and billing, providers can ensure costs are fully recovered, reduce administrative burden, and maintain compliance.
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Providers can streamline processes by combining clear methodologies with technology. Here’s how:
Set clear rules for charging by distance, time, or participant needs
Apply variations like group trips or special assistance consistently
Ensure charges align with participant budgets and SAH rules
How AlayaCare can help manage transport pricing
AlayaCare helps providers make transport pricing and delivery easier, reduce errors, and save staff time. Here are two examples.
Consistent billing
You can set up different service and bill code combinations to capture and standardise your transport trip pricing. Everything is linked to visit data, giving clear invoice and billing audit trails. Integration with participant budgets and invoicing allows for accurate forecasting, with less manual double entry and errors.
Trip optimisation
Even with flexible pricing under Support at Home, providers need to manage travel efficiently. Travel between visits can take a lot of staff time and add costs.
AlayaCare’s Visit Optimiser helps match care providers with visits based on location, skills, and care needs. It automatically allocates vacant visits to the closest/best matched employee, reducing travel time and letting staff spend more time with clients.
Absolute Care & Health struggled with manual routing. The team used Google Maps to plan all client trips, a process that took more than three days. With Visit Optimiser, routes are automatically tracked. The team is now 66% more efficient, saving 16 hours per week.
Get strategic with transport
Transport is more than a support service. It’s a strategic cost and compliance factor under Support at Home. With the right systems, providers can standardise pricing, maintain compliance and reduce overhead, and protect revenue.
Learn how AlayaCare can streamline billing, optimise staff time, and safeguard your revenue.
Why home care providers need to consolidate suppliers and pre-book visits under Support at Home
AlayaCare
Support at Home is encouraging home care providers to rethink how they manage procurement and finance.
Traditional purchase order systems and supplier management practices weren’t designed for the high-volume, small-vendor reality of home care. Left unchanged, they can create administrative headaches, compliance risks, and missed revenue, especially when services are delivered by thousands of small, independent suppliers.
So, what should providers do differently? According to Ben Woolley, CEO at Redmap, there are two critical moves that every provider must make to get SAH-ready: consolidate suppliers and pre-book visits.
“If providers are accountable for the compliance of every supplier, even those chosen directly by clients, unmanaged supplier lists become a major risk,” Ben explained.
These two strategies are not just compliance measures. They are operational levers that give providers visibility, control, and efficiency in a complex and rapidly changing landscape.
Why traditional procurement doesn’t work in home care
There are three main reasons traditional procurement processes can hold home care organisations back:
Late invoices: Redmap data shows 75% of invoices received across 29 providers had no linked visit at the time of processing. Many arrive 60–90 days after the service a time that is outside the Support at Home claim period.
Confused ownership. Traditional procurement projects are often run by finance, but as Ben said, “providers need to make sure that the care team is a core stakeholder in any of those decisions.”
Patchy supplier compliance. With thousands of small suppliers, many sending invoices at odd hours or forgetting POs, enforcing compliance is nearly impossible.
The combined effect is missed revenue, manual rework, and higher compliance risk.
Two strategies to rethink procurement under Support at Home
1.Consolidate your suppliers to reduce risk
Under Support at Home, providers are ultimately responsible for supplier compliance, even for vendors chosen by clients. That makes unmanaged supplier lists a major operational and regulatory risk.
Ben Woolley explains: “Taking control of supplier consolidation is a mandatory operational requirement. Under the Act, it won’t be possible to make sure that every single supplier you deal with is compliant unless you proactively manage that list.”
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Maintains client choice while focusing on reliable, compliant suppliers
One example from Uniting NSW showed that in one region, lawn mowing services were consolidated to a single trusted provider covering 97% of cases — reducing compliance risk while still respecting client choice.
2. Pre-book visits to gain visibility and control
Pre-booking visits is essentially the home care equivalent of raising a purchase order. By scheduling services in advance within AlayaCare, providers gain:
Budget visibility: see what spend is coming and how it impacts client budgets
Revenue protection: link visits to invoices to ensure claims fall inside the SAH window
Compliance alignment: control over scheduled services, reducing missed or misaligned invoices
As Ben put it: “Pre-booking visits is the equivalent of raising a PO. It gives providers visibility, tighter controls, and alignment with the new claiming rules.”
AlayaCare’s upcoming features will enhance this further, providing a live graph of each participant’s quarterly budget that updates nightly from Services Australia — helping providers see exactly what’s committed, delivered, and remaining.
Automation: the supporting tool
While not the main focus, automation plays an important role in supporting these two strategies. Integrating AlayaCare with Redmap reduces manual touches, flags exceptions automatically, and accelerates invoice processing.
“One enterprise client reduced invoice processing time from 10 minutes to 30 seconds,” Ben shared.
By automating routine tasks, providers can focus on strategy, compliance, and care delivery instead of chasing invoices.
Want to learn more? Watch Ben Woolley discuss automation in our webinar below.
How Uniting NSW got finance and procurement processes SAH ready
AlayaCare
Support at Home is bringing major changes to how home care organisations manage service delivery, finance, and procurement.
A key requirement set out in the Support at Home manual (section 10.5) is the need to confirm service delivery for every participant, including services delivered by third-party workers and those who are self-managing.
On top of this, providers have increased responsibility for vendor quality and need to meet updated accounting and compliance requirements.
Uniting NSW, with thousands of suppliers, has begun meeting these challenges by rethinking their procurement processes. They have redesigned their approach not just to meet compliance requirements, but to reflect the realities of home care, challenging conventional norms and using technology to streamline processes.
In a recent webinar, Angus Hulls, Procurement Analyst at Uniting NSW, and Ben Woolley, CEO at Redmap, shared their journey.
In this blog, we recap:
Why Uniting’s first approach to procurement didn’t work for home care
The key lessons they learned about balancing compliance, efficiency, and client choice
How automation and supplier consolidation helped them get Support at Home ready
How Uniting NSW’s procurement journey began
After Uniting NSW consolidated its regional entities into one state-based organisation, procurement was one of the first areas to be standardised.
“We embarked on a procurement maturity journey,” Angus explained. “We put standard policies in place, implemented a purchase-to-pay system, introduced purchase requisitions and purchase orders, and consolidated our supply base to build relationships with strategic suppliers. The catchphrase at the time was ‘one process, one system.’”
But while this worked well for other areas of the organisation, it didn’t translate neatly into home care.
“We did PRPO for home care, but we didn’t actually look at the way home care operates,” Angus said. “And we chose not to do supplier relationship management because we thought client choice meant we had no control over that supplier base. That was a mistake.”
Why best-practice procurement didn’t work in home care
Uniting quickly realised that best-practice procurement processes were clashing with the realities of home care.
“The reality of home care is it’s a high-volume, low-value transactional business,” Angus said. “If you don’t have streamlined processes, you’re actually getting in the way of delivering services.”
Three challenges stood out:
Raising POs for small transactions didn’t make sense. “If it costs $150 internally to raise a PO, and your average invoice is $250, it just doesn’t stack up,” Angus explained.
Splitting systems reduced visibility. Client budgets and schedules were managed in AlayaCare, but orders were raised in the procurement system. “That split rapidly reduced visibility for our teams,” Angus said.
Approvals weren’t adding value. Managers were signing off on thousands of POs for clients they didn’t know. “We started to ask: What value is that approval adding? Why am I not trusting the person who actually knows the client and their budget?”, said Angus.
Rethinking procurement for home care
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These lessons forced Uniting to rethink procurement in a way that balanced compliance, efficiency, and client choice.
The turning point came when the team acknowledged that supplier management was not optional.
“At the beginning, we thought, ‘client choice means we can’t control the supplier base.’ But walking away from supplier management was a fundamental mistake,” Angus reflected. “It just left the door open to a free-for-all, with thousands of suppliers and a huge admin burden chasing compliance.”
Instead, Uniting began consolidating suppliers, streamlining processes, and leaning on automation.
How Uniting NSW transformed their procurement process
By transforming their procurement process, Uniting NSW built more efficient, streamlined systems that left the organisation fully SAH-ready. Key changes include smarter supplier management and upcoming automation and integrations.
Supplier consolidation
Consolidating suppliers is a cornerstone of Uniting’s transformation. By reducing the number of suppliers while still respecting client choice, the organisation improved reliability, compliance, and efficiency.
“Providers were sick of unreliable vendors who didn’t turn up or couldn’t provide compliance documentation,” Angus said. Plus, the team recognised that not every participant had a supplier preference. “In those cases, having pre-approved suppliers ready to go reduces admin while still respecting choice,” Angus explained.
Consolidating suppliers allows Uniting NSW to build stronger partnerships, making it easier to meet growing compliance requirements. “As compliance requirements increase, you need suppliers who will work with you,” Angus said.
Automation and integration
Uniting NSW is implementing an integration between AlayaCare and Redmap, to ensure data flows seamlessly between care schedules, purchase orders, and invoices. This will reduce double handling, minimise errors, and give staff a single source of truth for client budgets, service delivery, and supplier compliance.
“The right information will end up in the right place automatically, which will save time and reduce mistakes,” Angus explained.
This integration will also allow the care team to be directly involved in procurement decisions, linking services, budgets, and invoices in real time — a critical capability under Support at Home.
Procurement as a strategic lever
By combining automation, integration, and thoughtful supplier consolidation, Uniting NSW is turning procurement into a strategic lever for better care delivery.
“The lesson for us,” Angus concluded, “is that supply management is where procurement can add the most value in home care. You can’t treat it as a side issue. Done right, it supports client choice, reduces admin, and ensures compliance.”
Want to learn more? Watch Angus Hulls discuss the Uniting NSW journey in our webinar below.
How to manage the cost of shorter visits under SAH
AlayaCare
Support at Home (SAH) reforms are making shorter home care visits more common, giving participants more flexible, personalised care.
For providers, however, this shift brings a cost challenge. Fixed overheads like administration, travel, and compliance don’t shrink with shorter visits, making each one more expensive to deliver.
On top of this, providers will no longer charge separately for Package Management and must work with halved Care Management caps. Many are looking to recover lost revenue through higher service-level pricing.
Raising prices helps, but it’s not the only fix. Smarter scheduling, bundling visits, and using automation can reduce the extra costs created by short visits.
In this blog, we explain how you can use home care platforms like AlayaCare to make shorter visits more efficient without stretching budgets or staff.
Why shorter visits cost more
Across the industry, providers are feeling the pressure to cover costs even when visits are brief. Key reasons include:
Fixed overheads: Even a 30-minute visit comes with the same travel, reporting, and administrative work as a longer visit, so costs don’t scale down.
Travel inefficiencies: Short visits across suburbs add non-billable travel time. StewartBrown reports average transport costs of $105 per trip, with providers charging by distance, time, or both.
Pricing complexity: Short visits are usually more expensive per hour to cover fixed costs. Rates can also vary by location or by the type of visit, such as initial assessments versus follow-ups.
The good news is that while short visits can be costly, there are ways to cut overheads. Smarter workflows, better scheduling, and automation can all help. We’ll walk you through how in the next section.
Using AlayaCare to streamline workflows under SAH
StewartBrown’s August 2025 survey shows AlayaCare is the most widely adopted home care platform in the sector. Built specifically to support providers under SAH, our software is ready to help reduce the extra costs created by shorter visits while improving staff efficiency and client experience.Here are four ways it can help.
1. Dynamic rostering and scheduling
AlayaCare’s rostering feature matches carers to clients based on location, skills, and availability. This reduces travel time, minimises rejected visits, and ensures staff are used efficiently.
Tools like the Visit Optimiser help managers plan daily schedules to make the most of every minute, keeping visits on track and protecting slim margins.
Visits can also be bundled, combining geographically close clients or multiple care tasks into a single trip to cut travel costs and maximise productive hours.
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Our forecasting tool gives providers a clear, real-time view of each client’s Support at Home budget. Directly integrated with Services Australia, it pulls the latest authorised funding so teams can instantly see total quarterly budgets without leaving AlayaCare Cloud.
Interactive charts track planned and delivered services against each client’s approved amount. Managers can spot under- or overspend early, adjust schedules, and plan with confidence. Detailed breakdowns show what’s funded by the government versus client contributions, helping providers stay financially sustainable while delivering the right care at the right time.
It ensures that even short visits capture critical information and that staff can act quickly when issues arise.
For example, Absolute Health & Care used the Client Intelligence Suite to flag risks and improve support worker/client matches. This resulted in an 80% drop in missed incidents and a 50% reduction in refusals of service.
4. AI-powered assistance
Our conversational AI assistant, Layla, gives your team answers fast.
When carers have back-to-back visits, they can quickly pull health overviews, key points from previous progress notes, or summarise notes from the current visit without sifting through files.
AI is already making a big difference in healthcare administration. Citi Global Insights estimates AI-driven automation could cut 25%-30% of administration costs, while McKinsey projects the use of AI, traditional machine learning, and deep learning could deliver up to $360 billion in net savings across healthcare spending.
By reducing administrative tasks, AI tools like Layla act as a team superpower, giving staff more time to focus on what matters most: delivering high-quality care.
Benefits for staff, clients, and budgets
Optimising workflows benefits everyone: staff spend less time on travel and admin, costs per visit drop, and clients enjoy more consistent, personalised care. Bundling visits, using dynamic rostering, and leveraging tools like AI assistance ensures efficiency without compromising quality.
Shorter visits are here to stay under SAH. Providers who embrace these workflow improvements can balance affordability, care quality, and staff wellbeing.
AlayaCare is designed to help providers succeed under SAH. Get in touch with our friendly team to learn how we can support your home care operations today.
Layla sits inside AlayaCare Cloud and is currently accessible via chat through our Secure Messaging platform. Care teams can ask Layla questions about client progress, care notes, schedules and more.
Layla uses your own data and mirrors your user permissions. The goal is simple: less admin, faster answers, better care.
If you’re wondering how your business can put AI to work, Layla is a great place to start. These three use cases show how it drives real efficiencies while sparking new ideas for your team.
How Layla works
Layla uses three sources to answer: your organisation’s data, trusted references like care standards, and the context in your question. She does not scrape the internet. She does not invent access.
Behind the scenes, Layla uses large language models to understand and generate text, then retrieves the right pieces of your data based on the user’s permissions. Everything stays inside AlayaCare’s secure infrastructure with tenant data kept separate. Where we use external medical knowledge bases to improve accuracy on clinical topics, those tools do not read your client data.
Note: To use Layla, you must be an AlayaCare Cloud customer with access to our Secure Messaging feature. Layla works directly within Secure Messaging, so you can ask questions, request summaries, translate notes without leaving the conversation
Three ways Layla can help your team today
1. Summarise care notes in seconds
Care notes are the backbone of quality service. Under Support at Home legislation they must be reviewed regularly so care partners have a clear picture of a participant’s needs and can plan accordingly. In reality, one participant might see several different care partners in a week, which makes staying on top of updates a constant challenge.
Layla solves this by summarising weeks of progress and care notes in seconds. You can simply ask, “What are the key changes in Chris’s progress notes over the past 30 days?” and get a clear summary with timestamps and source links you can verify.
Because Layla only uses information from your organisation and mirrors existing user permissions, staff see only what they are already allowed to access. The result is fast, efficient updates that give care partners the confidence to walk in fully informed.
Layla in action
A care worker returns from two weeks of leave and is about to visit a participant they have not seen for a while. Instead of trawling through dozens of notes, they ask Layla for a summary of recent changes.
In seconds, they see key updates on areas such as mobility, diet, and social visits, along with other relevant information, all pulled from progress notes and flagged with links to the source.
By the time they arrive, the care worker feels fully up to speed and ready to provide the right support straight away.
See how it works: Summarising care notes with Layla
2. Translate and summarise notes for a diverse workforce
Care is delivered by a wide mix of people including care managers, schedulers, clinicians and support workers. Not everyone is most comfortable writing or reading in English, and that can slow down communication or create misunderstandings. Layla bridges that gap by instantly translating notes and information into the language that works best for each person.
For support workers especially, this means they can write a note in their home language such as Hindi, Tagalog or Mandarin, just to name a few. Layla translates notes into clear English before saving. It also works the other way if someone prefers to read in their first language.
On top of that, Layla can summarise long progress notes into key points that can be quickly pasted into official records or care plans.
The result is clearer, more consistent documentation, faster updates and less admin stress for everyone.
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A support worker finishes a shift and records a note in Tagalog. Layla translates it into English instantly, highlights the key updates and generates a short summary that can be added straight into the participant’s progress notes.
The care manager reviewing the record later sees both the original and translated note, plus the summary, giving them a clear view without extra back-and-forth.
See how it works: Translating with Layla
See how it works: Summarising shift notes with Layla
3. One-click Health Overview
Integrating Layla into your organisation’s workflows also gives your team access to the Health Overview button. This feature lives on every client profile, so no matter what tab you’re in, a single click provides a comprehensive summary of the client’s health.
It pulls together key information from care plans, progress and visit notes, schedules, medications, and more. Each item shows its source, so your team can trust the data and act with confidence.
This makes it faster and easier to get a complete picture of a client, saving time and supporting better care decisions.
Layla in action
Imagine Chris suddenly needs hospital care or a family member calls asking for an update.
Instead of clicking through multiple tabs, the care worker opens the profile, taps the Health Overview button, and gets a full, up-to-date summary in seconds.
The view includes profile details, recent health updates, scheduled visits, care plans and medications, all timestamped so you know the information is current.
See how it works: Accessing health overviews with Layla
Why Layla, not a generic AI tool?
Generic chatbots are not built for care. Layla is purpose-built for home and community care and, importantly, works only with your organisational data and user permissions. While many people use generative AI in their personal lives, it’s far safer to give your teams approved tools where information is controlled and secure.
Here’s where Layla stands out:
Uses your own data securely inside AlayaCare Cloud.
Mirrors your user permissions. If you cannot see it, Layla will not show it.
Closed and compliant by design. Tenant data is siloed, security audits are regular, and detailed logs are maintained.
Transparent answers. Layla cites sources and will say when she is unsure.
Mobile friendly and always on for teams who need answers in the field.
Layla helps surface early warnings from notes and history so teams can act before issues escalate, tailor care plans in real time, and show measurable impact on client outcomes.
Moving toward values-based care
Behind every visit is a worker juggling dozens of small but critical decisions. Behind those decisions is data – progress notes, care plans, schedules and medication lists – that is often scattered and hard to pull together in the moment.
Done right, AI brings the right pieces into view so people can act with confidence.
Our philosophy is simple: build with compassion in mind first. The question is never just “what can AI do?” but “how can AI support the humans who are supporting vulnerable people?” That means making it safe, simple and trustworthy, putting the user, not the algorithm, in charge.
Layla turns hours of searching into seconds of answers. She helps you win the war on repetitive tasks and frees your team to do what matters most: deliver great care.
Ready to see Layla at work? Book a demo and your first question.
Guide: The Future of AI in home and community care
AlayaCare
How artificial intelligence, predictive analytics and AI agents are changing care delivery across Australia and New Zealand
Home and community care providers across Australia and New Zealand are navigating one of the most complex periods in the sector’s history. Demand is rising. Reforms are underway. The workforce is stretched thin. At the same time, clients and families expect more personalised, connected support.
The good news? Technology like AI is already helping care providers simplify operations, reduce pressure on staff and make faster, smarter decisions. From optimised schedules to risk alerts and instant access to client information, AI is changing how care is delivered.
In this guide, we look at how AI is being used across home and community care today, where it’s heading and how your organisation can take the next step.
How AI is reshaping home and community care
Care workers juggle paperwork, real-time updates, shifting schedules and diverse client needs. They’re also often working remotely or under time pressure. Balancing these tasks can make it challenging to provide efficient, high-quality care.
To address these challenges, leading care organisations across Australia and New Zealand are turning to AI to help teams work smarter, not harder. Here’s how AI is already making a difference.
1. How conversational AI helps care workers in the field
Conversational AI assistants — like Layla, AlayaCare’s purpose-built AI agent — are changing how care workers access and manage information. In a chat with Layla, team members can ask for recent client notes, care plan updates, visit histories and more. All information is pulled from AlayaCare Cloud and delivered in one place, instantly.
Care workers can use Layla to:
Find critical information fast: Instantly access care plans, visit updates, medications and client notes without calling head office or searching through long documents.
Stay connected anywhere: Get real-time updates and make decisions with confidence using mobile tools that travel with you.
Protect client privacy: Layla is built with strict privacy safeguards aligned with the Australian Privacy Principles and NZ Privacy Act.
Simplify everyday tasks: Summarise visit histories, access medical references and support conversations in multiple languages using built-in translation tools.
With Layla, a care worker arriving at a client’s home can ask, “Hey Layla, can you summarise Mr. Smith’s last visit for me?”. Layla will provide an instant update on recent health changes, any flagged concerns, and reminders for upcoming tasks. This reduces a care worker’s mental load and helps them focus on delivering quality care.
2. How home care providers use predictive analytics
AI’s biggest superpower? Turning mountains of data into actionable insights. Home and community care providers across Australia and New Zealand are using predictive analytics to improve care and support their teams.
Here’s how it’s helping:
Improve care worker retention: AI can analyse patterns like overtime, travel distances and feedback to identify early signs of care worker burnout. This helps managers put retention strategies in place before issues escalate, reducing turnover and building stronger teams.
Identify early warning signs: By examining historical trends alongside real-time health data, predictive analytics provide a fuller picture of client wellbeing. Advanced AI tools can detect subtle changes in mobility or vital signs, flagging potential risks early. This enables care providers to intervene sooner and prevent hospital visits or worsening conditions.
Using these insights, providers can move from reactive care to a more proactive, personalised approach which benefits clients, care teams and the wider health system.
3. How AI optimises travel and scheduling
Managing travel and scheduling is one of the most time-consuming challenges in home and community care. Long commutes, clunky routes and mismatched rosters can leave care workers stretched and reduce time spent with clients.
AI is helping providers streamline these logistics by matching the right worker to each client and optimising travel routes based on skills, preferences, availability and location.
Automated care worker matching and scheduling
When patients connect with their care workers, everyone benefits. By using AI to automate matching based on skills, schedules, and preferences, your organisation can achieve:
Stronger relationships:Consistent visits from the same worker help build trust and deliver better outcomes.
Happier clients: Matching clients with workers who understand their needs and preferences helps clients feel heard, seen and genuinely supported.
More confident care workers: When roles align with skills, care workers are more satisfied and productive.
How AI will shape the next chapter of home care
The next wave of AI will deliver personalised care, speed up workflows, and unlock better insights. It’s set to become essential for providers navigating a complex sector. Here’s what’s coming next.
1. AI will automate workflows and documentation
AI-powered tools will soon take workflow automation to the next level, helping with real-time note-taking, voice-to-text forms and repetitive admin like scheduling tweaks and compliance checks. The result? Fewer errors, less frustration and more time for care.
2. AI will help deliver personalised care and proactive interventions
By analysing a wide range of home care data — including medical history, care notes and social factors — smaller AI models trained on real-world care settings will help create more personalised care plans. For example, a client with limited mobility could receive targeted reminders for mobility exercises and tips for managing daily activities safely, supporting their independence at home for longer.
AI will also connect with remote monitoring tools to detect subtle changes in health, such as disrupted sleep or reduced movement. These early flags allow care teams to step in sooner and prevent issues from escalating.
3. AI will create smarter more connected systems in home care
AI will soon play a bigger role in connecting care systems. Instead of switching between platforms for scheduling, documentation and monitoring, providers will use integrated tools that bring everything together. This means fewer errors, smoother workflows and less time spent chasing information.
Want to see more? Book a demo and speak to an expert
4. AI will empower home care teams with customised agents
Advanced AI agents are becoming embedded in care systems, taking on everyday tasks and offering real-time decision support. From rostering to risk alerts, these tools adapt to your organisation’s priorities and workflows.
What sets them apart is their ability to be customised. You can configure AI agents to focus on the tasks that matter most, whether that is managing complex schedules, tracking health trends, automating workflows or supporting compliance.
For example, an aged care provider might set up AI to flag missed medications or health changes. A disability support provider might use it to optimise daily schedules or translate communication for clients and families. These tools don’t just complete tasks. They help solve real problems.
AI adoption and real-world use cases
Implementing AI in your organisation isn’t a one-time event. It’s a journey, and every provider is at a different stage. Some are just starting with basic automation, while others are already using conversational AI agents like AlayaCare’s Layla.
In this section, we explore the stages of AI adoption, helping you plan the future for your organisation.
Stage 1: Basic automation
In the first stage of AI adoption, AI helps streamline repetitive, time-consuming tasks such as scheduling and documentation.
For example, AlayaCare’s Visit Optimiser uses advanced algorithms to recommend shifts based on care worker availability, skills and location. This helps prevent scheduling conflicts and cuts the time needed to fill visits by up to 98%.
Other tools, like Notable from our Client Intelligence Suite, use natural language processing to analyse progress notes, identify key information and summarise important details — giving care workers quick access to insights most relevant to their role.
By improving operational efficiency, stage one sets the foundation for adopting more advanced AI capabilities down the track.
Stage 2: Predictive analytics
The second stage of AI adoption focuses on using predictive analytics to support proactive care planning and improve care worker satisfaction.
Tools like our Client Intelligence Suite analyse data to identify patterns, flag high-risk clients and provide insights that help care workers take early action — potentially preventing serious incidents and improving outcomes.
For example, if different care workers note that Mr. Smith has missed medication and had a fall during the week, the system automatically flags him as high risk. This prompts the care team to schedule an extra visit.
Stage 3: Supporting decisions in real-time with conversational AI
The third phase of AI adoption brings real-time decision support through conversational AI agents trained on industry-specific data, like Layla. These agents connect scattered data points and provide care workers with clear, actionable answers to complex questions.
Real-time data retrieval Care workers can quickly access critical client information such as care plans, progress notes and health risks without searching through multiple systems.
For example, a nurse preparing for a visit might ask Layla, “What are Maria’s key health updates today?” Layla instantly retrieves and summarises progress notes, highlights recent medication changes and flags any concerns.
Enhanced communication Layla also helps care teams stay connected by summarising and translating updates for clients and their families. This ensures everyone in the circle of care stays informed and engaged, no matter the complexity or language needs.
Stage 4: AI as a strategic business partner
At this advanced stage, AI goes beyond supporting daily tasks and becomes a key partner in organisational decision-making. Supervisors and managers can ask AI for insights directly, without digging through complex reports or dashboards.
For example, a manager might ask, “What is today’s revenue by care worker?” and get instant, actionable data. This helps leaders make faster, smarter decisions that improve operations and outcomes.
With AI integrated across systems, organisations can move from reacting to issues towards preventing them. This level of insight supports better resource planning, risk management and continuous improvement.
Bridging the gap between AI hype and reality
Technological advancements often bring hesitation and misconceptions. Let’s separate fact from fiction, so your organisation can confidently explore how AI can make a real difference.
1. Misconception: AI will replace human care
AI does not replace care workers. It empowers them to do their best work. By automating repetitive tasks like scheduling and documentation, AI reduces your care team’s administrative load, freeing them to focus on meaningful client interactions and personalised care. This enhances the quality of care, lowers burnout, boosts care worker satisfaction, and improves retention — benefits that directly impact your team’s well-being and organisation’s success.
2. Misconception: AI is plug-and-play
AI is not a one-size-fits-all solution. AI needs to be thoughtfully integrated into your workflows. To leverage AI effectively:
Focus on outcomes: Identify key challenges, such as reducing care worker churn or improving client satisfaction, and deploy AI tools to address them.
Prioritise ethical implementation: Protect sensitive data by ensuring every deployment adheres to strict security and privacy standards.
Start small: Begin with manageable applications, like automated scheduling, and expand to predictive analytics and conversational tools as you gain confidence.
Partnering for a smarter future
AI is reshaping home care and becoming part of everyday workflows. Adopting AI is just the start. True progress comes from having the right support and guidance throughout the journey.
At AlayaCare, we understand the challenges you face. Our technology is designed with home and community care providers in Australia and New Zealand in mind, helping to improve care, ease administrative burdens and support your teams every step of the way.
Together, we can navigate today’s challenges and create new opportunities to deliver compassionate, connected care for the people who need it most.
The future of home-based care is here. Let’s take the next step forward, together.
The new Aged Care Act takes effect on 1 November 2025, giving home care providers extra time to get compliant.
Don’t just see this as a delay. It’s your opportunity to ensure you’re fully compliant with the new Support at Home requirements. That means aligning your systems to the Act, updating workflows, and freeing up staff time with smarter, more efficient processes.
Unsure where your organisation stands on compliance? Use our Support at Home compliance checklist to assess your readiness across critical areas.
Built from months of collaboration with government and vendors, it reflects everything we’ve designed into the AlayaCare platform.
Use it to spot gaps, prioritise your next steps, and get your team and systems ready for the future. Even if you’re not an AlayaCare customer, it’s a practical pulse check for your organisation.
The Support at Home compliance checklist
Use this checklist to see how ready your organisation is for Support at Home and identify what to focus on next.
1. Are you compliant with the rights-based approach to care?
Support at Home puts human rights at the centre of in-home care. That means embedding dignity, choice, and respect into everyday practice from planning to documentation to how teams interact with clients and families.
Check compliance by asking:
Do your care plans clearly document each client’s preferences, goals, and cultural needs?
Can your team demonstrate that care decisions align with the Statement of Rights?
Is client feedback collected systematically and used to improve care?
AlayaCare enables you to embed rights-based care through:
Documenting individual preferences, dignity-related goals, and cultural needs in care plans.
Tracking feedback and follow-up actions in one place.
2. Are your care plans compliant with individual goals and cultural considerations?
Effective care planning goes beyond ticking boxes. It should reflect each client’s unique goals, cultural background, and the limits of their approved services.
Check compliance by asking:
Are care plans regularly updated to reflect changing needs?
Can your staff easily update care plans, including while delivering care?
Do care plans clearly reference cultural considerations?
AlayaCare enables you to personalise and manage care plans through:
Using configurable templates and goal-based planning tools to personalise care plan.
Making real-time updates with our mobile point-of-care app, so care teams always have the latest information.
Providing alerts and audit trails that ensure regular review and meet compliance requirements.
3. Are your incident and feedback management processes compliant?
Support at Home places greater emphasis on continuous improvement and responsiveness to consumer experience. That means having structured systems in place to capture, respond to, and learn from feedback, complaints, and incidents.
Check compliance by asking:
Do you have documented workflows for complaints, incidents, and service reviews?
Can your teams track and resolve issues collaboratively?
Is feedback used to drive service improvements?
AlayaCare enables you to strengthen feedback and incident management by:
Providing built-in tools to manage incidents, risks, and complaints in one place.
Allowing teams to log, track, and resolve feedback collaboratively across roles.
Creating a clear, auditable record that supports compliance and drives improvement.
Not sure where you stand? Take our quick Support at Home Readiness Quiz to get a snapshot of your compliance gaps and personalised next steps
4. Are your services aligned with the new Support at Home service list?
Support at Home introduces standardised service types that may differ from your current offerings. It’s important to map your existing services to these new categories to ensure accurate booking, reporting, and claiming.
Check compliance by asking:
Have you updated your service catalogues and care plans to reflect the new SAH service types?
Are your internal documents and scheduling workflows aligned with the new terminology?
Do your staff understand the changes and correctly classify services?
AlayaCare enables you to align and manage your services by:
Updating configuration to match Support at Home requirements, ensuring up-to-date service definitions.
Tagging visits and services accurately for better reporting and funding claims.
Simplifying workforce matching with clear service classifications for efficient staff assignment.
Forecasting quarterly budgets to maximise resources and avoid overspending.
Want to see more? Book a demo and speak to an expert
Support at Home requires providers to deliver evidence-based care and meet strict data standards. Accurate, auditable data is key to compliance and continuous improvement.
Check compliance by asking:
Can you access up-to-date dashboards on care delivery and quality?
Do you have complete audit trails for service history and client progress?
Are you generating reports that demonstrate reform readiness?
AlayaCare enables you to maintain data readiness and auditability through:
Real-time dashboards that offer clear visibility into care delivery, quality measures, and operational performance.
Comprehensive audit trails that securely capture service history, progress notes, and documentation all in one place.
Customisable reports to track compliance, monitor outcomes, and confidently prepare for audits.
6. Are you prepared for the new assessment and reassessment model?
Support at Home introduces a single assessment system that changes how referrals, eligibility, and reassessments are managed. Understanding these changes is crucial to staying compliant and ensuring timely care.
Check compliance by asking:
Do you understand how the new assessment process affects referrals and eligibility?
Are reassessments scheduled and managed efficiently?
Can your team access and share client records for coordinated care?
AlayaCare enables you to manage assessments and reassessments by:
Automating reassessments to schedule timely reviews and maintain compliance.
Sharing client records for better visibility and team coordination.
Simplifying tracking and documentation of reassessment outcomes to support prompt decisions and reporting.
7. Are your claiming and funding systems compliant with the new requirements?
Support at Home introduces tighter rules requiring closer alignment between the care delivered and the claims submitted. Ensuring your funding and billing processes are accurate and efficient is critical to maintain cash flow and compliance.
Check compliance by asking:
Are your claims reconciled in full, every time?
Can you verify visits and fix anomalies in advance to avoid issues with claiming?
Are billing, approvals, and remittance tracking integrated and easy to manage?
AlayaCare enables you to streamline claiming and funding management by:
Generating accurate claims with proactive error flags to prompt updates to ensure approval on first submission, cutting delays and rework.
Managing funding for current home care packages under IPA and Support at Home in one platform for smooth transitions.
Verifying visits with digital check-ins and linking care activities to claims for compliance and transparency.
Integrating billing, approvals, and remittance tracking to simplify financial workflows.
8. Do you have full visibility and control over workforce scheduling?
Matching the right worker to the right client at the right time is essential under Support at Home. Skills-based scheduling ensures quality care and compliance, while strong workforce visibility helps you deliver consistent services and use resources efficiently.
Check compliance by asking:
Can you schedule staff based on skills and availability efficiently?
Do care workers use mobile tools to check in and document visits?
Are training records and certifications tracked in your CMS to ensure appropriate client-employee matching?
AlayaCare enables you to strengthen workforce visibility and scheduling by:
Using intelligent rostering and availability management to match staff skills with client needs efficiently.
Offering mobile check-in and GPS tracking to verify visits and ensure accurate documentation.
Using support worker management tools to track training records, certifications, and shift history for compliance and quality assurance.
9. Are you prepared to engage clients and families digitally?
Support at Home raises the bar for communication and transparency. Providers need to keep clients and families informed and involved. Done well, digital engagement builds trust and strengthens person-centred care.
Check compliance by asking:
Do you provide portals or tools for clients and families to access care information?
Can you share care notes and visit summaries securely and easily?
Are you using SMS or in-app messaging for timely updates?
AlayaCare enables you to engage clients and families digitally by:
Providing portals for transparent access to care information and updates, available on web and mobile.
Sharing notes, care plans, schedules and clinical information to keep everyone aligned.
Offering the ability to subscribe to email notifications and in-app messaging for timely updates and better communication.
Get Support at Home ready by November 1 – act now
Now’s your chance to get ahead.
This checklist is just the beginning. We’re working closely with providers to prepare for the biggest change to in-home aged care in a generation. Let’s use this time wisely.
Aged care reform: Six opportunities identified by a sector strategy expert
AlayaCare
The new Aged Care Act offers residential providers a chance to sharpen strategy, improve governance, and focus on what really matters, delivering quality care.
At our recent Residential Roadshow Nicki Doyle, Senior Managing Director at FTI Consulting, shared this perspective. She explained how the Act offers an opportunity to reset and build stronger, more future-ready organisations.
“During times of incredible change, your strategy is what keeps you on the straight and narrow. It’s not about being reactive. There’s opportunity. Strategy can be your best friend in a time of uncertainty.”– Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
Drawing on her work with boards, executive teams and government, Nicki outlined six strategic advantages in the new Aged Care Act and how they can help your residential care service stay ahead.
1. Reimagine your model of care through a rights-based lens
The new Aged Care Act is rights-based and focuses on redesigning care around what individuals want and need.
But Nicki urged leaders to examine the entire care journey, not just the parts covered by legislation.
“Think about your front door. Technically, it’s not covered by the Act. But how can we bring a rights-based approach to that moment?”– Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
Every interaction with residents offers a chance to improve their experience. The Act’s care plans and advisory bodies require gathering insights, but what providers do with that data matters. Combining complaints, feedback, and incident data fuels improvement beyond compliance.
What you might consider:
Are you applying a rights-based approach across the full care journey?
How are you using feedback, complaints, and incident data to improve care?
Are care plans and advisory bodies used for meaningful engagement?
What do your residents want and how are you responding?
2. Involve consumers in shaping change
Co-designing care gives providers a strategic edge by creating personalised services that improve satisfaction and outcomes. Nicki encouraged involving care recipients in testing and refining new approaches.
Consumer advisory bodies are one tool, but providers should explore multiple ways to gather feedback and co-design improvements with families and communities.
“It’s always really powerful to hear the voices of care participants and their families. It’s not one-size-fits-all. What people want is deeply local and personal.” – Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
What you might consider:
How are residents and families involved in co-designing changes?
Are you testing changes with care recipients and acting on their input?
What other ways are you gathering feedback beyond advisory bodies?
Can technology help you better collect and respond to insights?
3. Treat quality standards as your baseline
A common pitfall, Nicki said, is treating compliance with the Quality Standards as the goal. These are minimum requirements, not the destination.
“This is a time to reframe your thinking. Where do you want to exceed the standards? What does excellence look like for your organisation?” – Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
You don’t need to exceed every standard. Focus on the areas that matter most to your mission, your residents, and your community. Be clear about where you want to lead and how you’ll measure success.
What you might consider:
How will you exceed the standards?
What is your quality framework and standards?
Want to see more? Book a demo and speak to an expert
How can you leverage different aspects of the Act and regulatory framework?
4. Use reform as a trigger for operational improvement
This wave of change is a perfect time to review internal processes, improve efficiency, and strengthen capability.
Nicki encouraged leaders to ask: Are we doing the best we can? Where are the opportunities to improve how we work across systems, staffing, service delivery, and reporting?
“Think about what skill set you need within your team to drive operational improvement. It’s not generally a skill set aged care providers have innately.” – Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
What you might consider:
What skills does your team need to drive operational improvement?
How are you including process improvement and labour productivity in your plans?
In what ways are you using technology to boost back-office efficiency and care delivery?
5. Understand your market and consider new opportunities
As providers respond to the Act, Nicki expects market shifts and consolidation, but also new opportunities. There is room for growth if providers think strategically and stay close to community needs.
“We’ll see exits and consolidation. But there’s room for everyone. Think outside the square. What are the opportunities in hospital partnerships or health services?” Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
Understanding your market is crucial. Think about who you serve, where you can grow and how your offering compares.
What you might consider:
Where do you fit in the current market and who are your customers?
Where will growth opportunities arise as others exit?
What opportunities exist in areas like hospital and health services?
6. Use technology to support your strategy
Technology can be a powerful enabler when aligned with your strategy. Nicki advised providers to first clarify your needs, then choose technology that supports how you want to deliver care.
Nicki mentioend the huge potential in artificial intelligence , especially generative AI , and believes the next wave of adoption will impact both frontline and back-office operations.
“Generative AI is going to be the biggest game changer we’ve seen. There are significant opportunities, but only if you have the right infrastructure, planning, and change support in place.” – Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
What you might consider:
How can technology help you implement the Act across front and back office?
Does your technology fit your existing workflows, or is it forcing process changes?
Have you explored new technology on the market, including emerging tools like generative AI?
A final message
Nicki closed her session with a thoughtful question for providers and the sector:
“How do you come together, both within your organisation and collectively, to define the way forward? What are the next steps we need to take as an industry?”– Nicki Doyle, Senior Managing Director at FTI Consulting, Residential Roadshow 2025
If you haven’t had the chance yet, now’s a good moment to take a step back, think strategically, and consider the kind of provider you want to become. This is your opportunity to lead with intention and shape the future.
Watch Nicki Doyle’s full session from the Residential Roadshow
Want to know how AlayaCare is helping residential providers get ready for the new Aged Care Act?
