Technology increasing productivity, efficiency at Mercy Health

It has been two months since Mercy Health rolled out internet-equipped tablets to its care advisors, who are spread across Victoria, New South Wales, Queensland and the Australian Capital Territory.

“They love it,” Mercy Health Administration and Business Systems Manager Cindy Drake says. “It gives them the flexibility to access all the information they need while they’re in the consumer’s home, instead of having to go back to the office.”

Mrs Drake says it is particularly important for staff to have information on hand while the federal aged care reforms are being rolled out, and Mercy Health’s new Home & Community Model of Care is being introduced. The consumer management system, policies, procedures, forms, quoting tools, intranet and email are basic tools staff rely on throughout the work day.

The technology available on the tablet allows care advisors to help their consumers navigate their budgets in real time, with quoting tools that give scenario costs of supports and services.

“The process can be daunting, particularly for people who have limited experience with financial matters,” Mrs Drake explains. “So we try to ease that process for our staff and consumers as much as possible.” 

She says the new tablets helped streamline processes for the care advisors, who used to have to make regular trips to the office to update consumer files, check policies and procedures, or pick up paperwork and forms. 

“To keep costs down for consumers, you need to be as efficient as possible. It makes sense to have an asset that allows your staff to be more available for consumers, in turn reducing the cost of services.”

Mrs Drake says the new technology is also paving the way for future applications such as telehealth.

Geelong-based care advisor Kirsty Fromholtz, who began using a tablet in June, says it has halved her time dealing with paperwork.

“It has increased my productivity; I spend more time doing home visits now, instead of having to run ’back to base’ to print out forms or transcribe my notes,” Mrs Fromholtz says.

“For example, I might be able to see five consumers in a day, whereas previously I could only fit in two or three.”