When it comes to receiving quality care and support, NDIS participants deserve personalised and comprehensive services that cater to their unique needs and aspirations. Healthcare Australia’s Customer Care Management teams will help to support customers to meet their needs, but also provide valuable assistance to Support Coordinators. This collaborative approach ensures that both participants and their coordinators have access to a streamlined and efficient system that enhances communication, coordination, and the overall delivery of services.

Healthcare Australia (HCA) understands the challenges faced by participants in the Australian healthcare system and the need for specialised support. This is why we provide dedicated Customer Care Managers to deliver personal and attentive service.

In this blog, we will explore how HCA’s exclusive service can address the concerns and goals of participants, offering a pathway towards an improved quality of life.

HCA’s Customer Care Management Service

At HCA, we believe in a multidisciplinary team approach to healthcare, but also understand the importance of trusted, regular contacts you can rely on. Our Customer Care Management Service assigns a dedicated Customer Care Manager to each participant. This manager, along with a team of experts, (including quality and practice coordinators, registered and clinical nurses); works collaboratively to assess, plan, and monitor the delivery of care for every participant.

Personalised Support and Care Plans

We know that every NDIS participant in our care has their own specific goals and preferences. HCA’s Customer Care Management Service creates tailored support and care plans in collaboration with the participant and/ or their chosen representatives. By taking into account individual preferences and aspirations, we strive to match participants with support workers who assist in achieving their goals and complement their personalities.

Reducing Support Coordinator Workload

Support Coordinators play a vital role in the smooth execution of participants’ NDIS plans, and we recognize the importance of working alongside them to enhance participant care. HCA’s Customer Care Management Service actively supports Support Coordinators by reviewing and monitoring participants’ plan and keeping records. This process includes periodic monitoring and review to ensure the plan remains effective and aligned with the participant’s evolving needs over time.

Collaboration between Customer Care Managers and Support Coordinators

To foster seamless communication and cooperation, HCA’s Customer Care Managers work closely with Support Coordinators. By providing a comprehensive summary of findings, the Customer Care Managers keep Support Coordinators well-informed about the supports delivered. This collaborative approach allows Support Coordinators to focus on delivering a higher level of care to the participants, in the knowledge that client needs are met effectively.

Addressing Participants’ Concerns

Let’s explore some of the common concerns and how HCA can help participants overcome them:
• Making the Right Decision: We understand the anxiety participants may feel when making decisions regarding their care. HCA’s Customer Care Management Service provides comprehensive information and guidance to help participants understand the available support types, associated costs, and their eligibility enabling them to make informed decisions.
• Building a Sense of Community: HCA recognizes the importance of engaging with the community. We help participants to develop social inclusion opportunities and facilitate connections with relevant community resources.
• Continuity of Support Workers: HCA acknowledges the importance of consistent support and the negative impact of high staff turnover. We prioritize building long-term relationships between participants and their support workers to ensure stability and a deep understanding of their unique needs.
• Comprehensive and Structured Approach: We ensure that our Customer Care Managers and workers meet practice standards, guaranteeing participants the level of care they deserve.

Healthcare Australia’s dedicated Customer Care Management Service is designed to provide participants with the support they need to enhance their quality of life. By addressing participants’ goals, concerns, and desires, we strive to create a positive and empowering experience for every individual we serve.

A history of exceptional care

At Healthcare Australia, we pride ourselves on maintaining a high standard of service quality. With over 50 years of healthcare experience and an extensive clinical care background, we bring a wealth of knowledge and expertise to our service provision. As a NDIS Registered Provider, we adhere to the strict guidelines and regulations set forth by the National Disability Insurance Scheme. We are accredited by the HCA Accredited NSQHS Standards, so you can rest assured of safe, effective, and quality care. Our dedication to excellence is further demonstrated by our ISO certifications: ISO/IEC 17065 and ISO 19011. These certifications validate our adherence to international standards for quality management and auditing processes.

Get in touch
If you or someone you know is a participant looking to improve the services / care received, we invite you to reach out to HCA. Our team is ready to answer any questions, provide further information, and assist you in navigating the NDIS.

Together, let’s work towards a future where everyone receives the care and support they deserve. Contact HCA today for any inquiries or to begin your journey towards enhanced care.

Call 1300 422 111 or email us to book a free consultation with our team. We will do our best to get back to you within the next 24 hours.