Preparing an Organization for

Consumer Directed Care

Janis Redford General Manager

Catholic Community Services NSW/ACT

Catholic Community Services NSW/ACT

• Services located in Sydney, Mid North Coast, Hunter, Orana, Central West, Nepean, Illawarra, Riverina Murray and Southern Highlands

• 1172 packages – 920 CACPs, 185 EACH, 67 EACHD • CDC Pilot – 49 packages in four regional locations

- 16 CDC Low, 9 CDC High, 7 CDC High Dementia and 17 CDC Respite.

• 1221 total (no new packages in recent ACAR)

CDC is a way of delivering services that allows consumers to have greater control over their own lives by allowing them to make choices about the types of care they access and the delivery of those services, including who will deliver the services and when.

Key themes • Sweeping change, major transformation, a

paradigm shift, significant cultural change • Empowering consumers, building capacity to self

direct, transfer of control to the consumer • From ‘assess and provide’ to ‘customer service’,

from ‘menu driven’ to ‘consumer directed’ • Viability, unit costs, value for money, competition • Business process change and system change, IT

enhancements, caseloads

• Varying levels of control over

the management of the package.

• Flexible use of brokerage. “I’m not limited to one service. I can shop around to get the best price at a time & day of my preference.”

Client’s wanted control and choice

Client’s valued innovative solutions • Washing machine • Skype • Thermal underwear • A snake deterrent • Camera/laminator • Raised garden bed

“It took a few months to understand it…but we haven’t looked back.”

Client’s set budget priorities • Empowered clients • Clients thought about their options

and set priorities • Contributed to greater flexibility, choice and control • Increased awareness of their rights

and value for money • Need to know your unit costs, be able

to explain them to clients and provide value for money.

“What is this Admin charge and what does it include?”

Preparing for Consumer Directed Care

1. System enhancements 2. Workforce development 3. Marketing and brand recognition 4. Client Engagement

Budget set up This assists to set up the initial budget and establish rules and alerts

Forecast Screen Ability to see planned transactions in future months to track whether consumers are on target

Summary Screen Ability to see high level items and YTD information that relates to a client’s CDC budget

Statement / Current Month Screen This screen displays information similar to what the consumer receives each month.

1. System Enhancements • A standardized approach across the state • Set references and values in the system

reduce data entry errors • Scheduling rules display conflicts if services

exceed budget • Reporting for consumer, coordinator &

program • All CDC statements printed centrally for the

state

• Identify skills & review recruitment , induction & competency assessment

• Complaints Management • Customer Service training • Flexibility of workforce • Unit costs

2. Workforce Development

3. Marketing and Brand Recognition

Influencing consumer decisions

• Earn 50 AIR MILES® reward miles when any new private home health care service is purchased.

• Earn 500 AIR MILES® reward miles when any new 24 hour private home health care service is purchased.

4. Customer Journey or Touchpoint Mapping “The customer experience goes to the heart of everything you do – how you conduct your business, the way your people behave when they interact with customers and each other, the value you provide. You can’t afford to ignore it, because your customers take it personally each and every time they touch your products, your services and your support”.

Learning from our client’s journey… • Mapping the client’s journey

through the organisation, identifying all the touchpoints.

• Every time a client interacts with our services (a touchpoint) they will judge how well the interaction met their need.

• It is this judgment that will effect their relationship, their satisfaction and their loyalty to Catholic Community Services.

How FedEx changed its reputation Fedex used touchpoint mapping to assess their client’s experience. They learnt that customers weren’t just interested in whether their parcel arrived on time. They redesigned how they interacted with customers and greatly improved the customer’s perception of what individual attention they were receiving. It was a simple change but one that increased customer satisfaction, even though there was no change to the parcel delivery time.

Something to think about … • Clients commented on the

way we delivered, not on what we delivered

• We now have a better understanding of what is important to them

• The inter- connectedness of all the experiences will make the perfect experience. It doesn’t matter how great one experience is, it will be the sum of all.

Towards excellence… It is imperative that we understand our clients through their experiences. • Integrating journey mapping into our

regular continuous improvement practices and systems.

• Strengthening our person centred approaches and improving our systems to support it

• Building our relationships with clients

at every interaction will strengthen our reputation and our ‘customer’ loyalty.

Thankyou