Success Story

Absolute Care & Health dramatically improves risk management with Client Intelligence Suite

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Benefits

What changed for Abosolute Care & Health

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50% Faster reporting

50% Reduction in refusals of service

80% Drop in missed incidents

About Absolute Care & Health

Absolute Care & Health is a premier provider of personalised in-home aged care, NDIS disability support, recovery care, and nursing services.

With a growing client base and increasingly complex caseloads, their NDIS team needed a faster, smarter way to track and respond to incidents and risks.

After seeing the impact of Visit Optimiser on scheduling and coordination, they introduced another premium feature in the platform, the Client Intelligence Suite, to support their NDIS and disability care teams.

Learn about their success with Visit Optimiser here.

Industry: Home Care
Founded: 2012
Location: South Yarra, Victoria Australia
Employees: 297

Interview with

Nathan Wilson

NDIS Field Staff Liaison, Absolute Care & Health

The Challenge

Nathan Wilson and his NDIS team support a wide range of participants, from clients with complex and high care needs to those with lower support requirements. They’re passionate about delivering quality care and, until recently, relied heavily on extensive reading of progress notes to stay up to date with incidents and care delivery.

“We were spending two to four hours a day reading progress notes,” says Nathan. “It was time-consuming and made it difficult to stay on top of what was happening with our participants, especially those with more complex needs.”

Without a clear way to triage and flag risks, it was easy for updates from support workers to get lost which could result in missed incidents, delays in communication, and heavy admin loads.

“We wanted to become more proactive and less reactive,” Nathan explains. “We had a great program on our hands and knew that by improving our workflows, we could deliver the best duty of care possible and set ourselves up to scale.”

See the Result

The Solution

Already users of AlayaCare Cloud, the team made the decision to upgrade to the Client Intelligence Suite, an AI tool that analyses progress notes and flags incidents or risks for review.

Now, every morning starts with a check of Notable, a feature in the Client Intelligence Suite that scans progress notes to automatically flag potential risks. It supports early intervention by helping the team quickly spot issues that need follow-up. Every serious concern is flagged, categorised, and ready for action.

“Notable very quickly made our life so much easier,” says Nathan. “We can go straight into Notable and see what’s been flagged overnight. Whether it’s a hospital visit, a fall, or a food concern — we know exactly what to prioritise.”

The team also uses the Risk Management Dashboard to track patterns over time, see how long a risk has been stable, and understand why it may have occurred.

“We use the Risk Management Dashboard daily to review graphs that show how stable someone was before an event and to identify if we missed any opportunities for intervention.”

Flagging NDIS goals in Notable has also made funding reviews and care planning easier. “We can show when a goal was achieved during a shift, like reconnecting with family or improving personal care,” Nathan says. “It helps us make the case for better funding and more targeted supports.”

See the Result

The Result

Notable has made a big difference
to the team’s work.

“Notable saves us two to three hours a day by removing the need to read through progress notes. The data is accurate and helps us work much more efficiently.”

They’ve seen an 80% drop in missed incidents and can report serious issues up to 50% faster.

The team can also act quickly when participants refuse service, using a refusal of service flag to track cases.

“We follow up straight away, find out what’s going on, and usually fix the issue fast,” says Nathan. “We’ve reduced service refusals by 50% and increased care hours, helping ensure that clients receive all of the services they need.”

The Client Intelligence Suite is especially helpful for their complex-supports 24/7 clients. Nathan explains, “It picks up things like seizures and gives us all the details we need without reading the whole profile first. It is accurate and fast.”

The team also meets regulatory reporting requirements more quickly and accurately.

“We have to report serious incidents to families and the NDIS Quality and Safeguards Commission. The Client Intelligence Suite makes this easier.”

Families have noticed the difference. Nathan says, “We are going above and beyond. We are not missing things and acting fast. Families are impressed.”

With less admin work, the team has more capacity to connect with their community and grow the business. Nathan adds, “We are getting more referrals, our care hours are expanding, and our customers are happier.”

He finishes, “Notable is a key part of our day. It would feel like a backward step to be without this feature now.”