The challenge

Home Care Provider CO.AS.IT has been supporting the Italian-Australian aged care cohort for around 50 years. They had been using a home care CRM, but it was slow and cumbersome. They wanted a more modern software solution that could help them grow as a business.

In 2021, they were audited by the Aged Care Commission. This meant they had to fast track their digital transformation.

“The timing became essential and our criteria became much more clinically focused based on the findings from the Commission,” Stefan explained.

They needed improvements in clinical oversight, record keeping, and responding quickly to issues. They also needed a system that would work across organisational and government systems.

CO.AS.IT looked into a variety of other software options but ultimately decided on Lookout.

“The initial demos really demonstrated what we believe to be the next gen of client management solutions,” Stefan explained.

They could see how features like AI integration and alerts would improve the clinical oversight of their clients.

Another key deciding factor was how quickly Lookout could respond to any changes and reforms in the aged care industry.

“A significant deciding factor in us adopting Lookout was the organisation being both Australian-based and started by an Australian aged care provider. That's a consideration that's proven its value time and time again,” Stefan said.

The results

Stefan understands you need engagement from your team and stakeholders before implementing anything new.

When they explained to their care managers and rostering staff how Lookout would improve their workflow, the buy-in was almost immediate.

“It was a good measure that we were on the right track at an operational level,” he explained.

It was the increased efficiencies and effectiveness of staff towards compliance and business outcomes that won over the CO.AS.IT board.

“A significant deciding factor in us adopting Lookout was the organisation being both Australian-based and started by an Australian aged care provider.”

Stefan and his team started migrating data from their old system in March 2022 and went live with Lookout in July. They spent a few months running their two systems side by side.

Over this time, their business was busier than ever. However, by Christmas 2022, they had discontinued staff access to their old system.

“Nine months from initial data migration to fully running with a new software solution still surprises me to be honest,” he said.

“I think that's testament to how much the Lookout team supported us in such an easy transition, both in their ongoing efforts and the usability of the system itself,” Stefan explained. One year on, they’re still strengthening their workflow.

One year on, they’re still strengthening their workflow.

“Our workflow continues to improve following our CI plan and measured expectations. It’s bolstered by both the enhancements made by Lookout, but also in response to the feedback we've provided on potential improvements,” Stefan said.

They’ve seen industry reforms and sector demands in this time, however they’ve felt supported every step of the way.

“As an example… the recent package management changes. Lookout has come to the table with resources to support organisations in overcoming the inherent difficulties of such a change,” he said.

As for the audit, there’s good news.

“We had a pass; we had a full compliance rating. I can't devalue the efforts of my staff.... they do incredible work. But Lookout was similarly invaluable and structured our efforts towards that compliant outcome,” Stefan said.

“Being an early adopter with Lookout, I really can't stress the value of their staff and their support,” he concluded.

Words of advice

“If you are intent on a change, whatever it may be, commit to the change sooner rather than later. Beat that curve, particularly with some software vendors exiting the sector and reform changes very much on the horizon.” - Stefan Pasqua - CO.AS.IT Home Care Manager