The Tell Touch Times

As a leading provider of SaaS solutions for aged care, Tell Touch diligently follows industry developments, particularly those affecting the experiences of older Australians in care. The Aged Care Quality and Safety Commission's recent report on complaints about aged care services , spanning July 2022 to June 2023, provides crucial insights in line with our philosophy of early and proactive resolution of issues within aged care services. This inaugural report for providers examines the nature and resolution of complaints received by the Commission. It adheres to the Royal Commission's recommendations for greater transparency and a deeper understanding of the aged care experiences of older people. A key takeaway is the recognition of complaints as an essential source of intelligence, shaping regulatory and educational activities while underscoring the necessity for each service to have an internal complaints resolution process, as mandated by the Aged Care Act 1997 and the Aged

At the recent ACCPA National Conference, our conversations with numerous aged care providers revealed a prevalent trend: a significant number of providers still rely heavily on their staff to collect feedback and subsequently input it into risk management systems, with some even resorting to basic Excel Spreadsheets. This method, as recent research from Norway suggests, can dramatically affect the quality and impact of the feedback collected. The study shed light on the potential pitfalls of relying exclusively on staff to relay feedback on behalf of care recipients. In a preceding blog post (and as reported in the  Australian Aging Agenda ), we referenced Aged Care Quality and Safety Commissioner Janet Anderson's address at the ACCPA National Conference, emphasising the paramount importance of standard six - feedback and complaints. Commissioner Anderson passionately conveyed, "If you're listening to the people you're providing care for, then there is a much better ch

The aged care sector has undeniably made great strides in the past year. As Aged Care Quality and Safety Commissioner Janet Anderson noted at the recent Aged & Community Care Providers Association conference, the entire community is united in their goal: every older Australian should have an excellent aged care experience. One significant way to ensure this happens? Feedback. "If you're listening to the people you're providing care for, then there is a much better chance of you getting it right … A provider who is leaning in actively towards their consumers, encouraging them to voice their views about their experiences - good, bad and indifferent - is a better provider." The Power of Feedback Feedback is the heartbeat of improvement. The ability to understand, address, and act on feedback can drastically transform the quality of care provided. As highlighted by Commissioner Anderson, when providers actively encourage their consumers to voice their experiences, the

The ACCPA Conference is Australia’s largest aged care event. As usual, we'll be there. It is October 25-27 at the Adelaide Convention Center. We'll be at booth #126. Please come and visit us and say hi! Here is what ACCPA have to say about the conference: Discover the future of aged care by joining us at the highly anticipated ACCPA National Conference 2023! This exceptional event is a must-attend for all industry professionals seeking to stay at the forefront of developments and reforms. Immerse yourself in a dynamic atmosphere where innovation, collaboration, and excellence converge across three days of sessions, networking opportunities and an extensive trade exhibition. As the pinnacle event for the Aged Care Industry, the ACCPA National Conference will be an experience packed with thought-provoking keynotes, interactive sessions, engaging panel discussions, and innovative products and services, that will redefine the way we approach care for older Australians. Reserve your

We're going to be exhibiting at the Victorian Healthcare Week Conference. It is 18-19 October 2023 at Jeff's Shed (The Melbourne Convention and Exhibition Centre). We're booth 7. The organisers have given is a link to get free tickets . Please feel free to get them and pop-in and say hi. https://tickets.lup.com.au/vhw-2023?CAT=CAT-REGISTRATION&ref=telltouch Here is what they have to say about the conference: Victorian Healthcare Week brings together the most innovative and forward-thinking healthcare professionals in Victoria and beyond. It is a must-attend event for healthcare professionals looking to drive change and shape the future of healthcare. With 90+ speakers, 70+ exhibitors, and 60+ free-to-attend sessions across digital healthcare, aged care transformation, nursing and midwifery & patient experience, this is your opportunity to partake in and shape Australia's healthcare revolution. Form more information please go to: https://www.ahwdigital.com.au/eve

A recent study* has shed light on the transformative potential of digital platforms in aged care homes (ACHs), revolutionising the way feedback is collected and processed. The research, titled " Digital Platforms to Support Feedback Processing in Aged Care Homes ," explores the effectiveness and usefulness of a digital feedback tool called Tell Touch in enhancing the quality of care provided to residents. The study, by researchers Linden [The University of Melbourne] and Fisher [Swinburne University of Technology], aimed to investigate the impact of digital technology on resident-specific outcomes and staff perspectives in ACHs. The findings revealed insights into the potential of digital platforms to open new opportunities for aged care services. Key findings from the study include: Effectiveness: The use of digital feedback tools, such as Tell Touch, proved effective in collecting and managing feedback in ACHs. The platform enabled quick categorisation of feedback, generati