Across the developed world, the healthcare sector is undergoing massive change, fuelled by an ageing population, the proliferation of connected technology and shareable data, along with increasingly agile, customer-driven healthcare providers.
The Operations Manager for Aged, Disability and Community Care at Telstra Health, Luke Greive, anticipates a major transformation in Australia’s healthcare service industry, where only those who place the customer and their individual experience at the forefront will thrive.
“Technology, especially mobile technology such as smartphones has given people the ability to be in control of most of their personal lives, from banking to keeping track of their food choices – they want to be in control of their own health and wellness, rather than having their choices prescribed to them,” Greive says.
To enable older people to continue living in their own homes, the federal government developed the Consumer Directed Care program which allows consumers to develop a personalised care plan directly with providers, giving them choice and control. This model is disrupting and transforming how healthcare providers needs to face the customer, Greive says.
“There’s a healthy appetite from society to enable people to utilise the house and its assets to procure services that will keep them healthy, young and well into their old age,” says Greive.
Grieve adds that technology can enable customers to access services that can improve their quality of life and healthcare: “Technology has a role to play in enabling them to access these services, otherwise we are at risk of living
longer without living better.”
Operations Manager, Aged, Disability andCommunity Care, Telstra Health
Go back to your operating environments, look at how you’re doing things, now think about them differently.
There will be consumers living in their own homes, much more in charge of their own data, [and] sharing that data with their own care circle, so allowing providers to come in, allowing their next of kin or relatives to come into those care circles, and then having the services of their choice.
So we have a role to play in enabling them to access those services, otherwise we are living longer but we’re not necessarily living better.
We’re seeing the implementation of wellness programs and re-enablement programs requiring different designations of service provider, but ultimately a lot of it’s geared around access to the data, [and] timely access to the information that they need to do their job more effectively.
The time to find the right support partner is now – find the right technology support partner, and disrupt and transform together through co-creation and co-design processes.