Are you looking at improving your efficiencies?

With another 10,000 Home Care Packages being released, don’t you think it’s time to make your consumer on-boarding process more efficient? Paper based on-boarding should be a thing of the past as digitising this process can reduce the upfront costs by decreasing the number of visits it takes for sign up.

Paper based consumer on-boarding creates a lot more work by having to duplicate the capturing of information as there are forms to fill out and notes to be taken and then everything has to be entered into a system back at the office. Not only is that time wasting, having to visit the consumer at least two times to sign up is also inefficient as this isn’t covered by the funding.


Think about how you’re interacting and communicating with your consumers, and the messages this can subconsciously send. These meetings provide an opportunity to develop a closer rapport with the consumer and demonstrate you have embraced a person centred approach in delivering choice and control over their care and support. It’s not the time for writing down notes as it’s hard to listen at the same time.

If you’re on-boarding using a digital application on your laptop or iPad, then something as simple as the seating arrangement can make a huge difference. If you sit next to the consumer to set-up/review their care plan and budget, that sends a message of collaboration and equality. And importantly, the consumer will feel they are contributing to their plan. This aligns with Quality Standards 1 & 2:

1. Consumer Dignity and Choice – I am treated with dignity and respect, and can maintain my identity. I can make informed choices about my care and services, and live the life I choose.

2. Ongoing assessment and planning with consumers – I am a partner in ongoing assessment and planning that helps me get the care and services I need for my health and well-being.

The seating arrangement shows them that you are including them in making decisions on their care and services. You can also go through some “What if” budget scenarios showing them their income and expenditure so they understand why they can/can’t have something. And it’s a great opportunity to consider any unspent funds and what the consumer’s thoughts are on utilising these.

The on-boarding process is an opportunity to show the consumer that they are included and respected and that they are supported in exercising their choice and independence.

If you are interested in digitising your consumer on-boarding, contact Debra Ward via the Care Collaborator web page:, email mobile 0438 020 728.

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