Developing an effective mobile communication strategy for Aged care facilities

As Australia cares for an ageing population, the sector is undergoing a rapid transformation. By providing effective communication and data management tools, aged care providers can enable care staff to adapt and thrive despite continuous changes. In my position as National Aged Care Practice Lead for Wavelink, I help Australian aged care providers implement a smart devices strategy to support their collaborative care staff and improve outcomes for their residents.      

Smart devices that connect to central Wi-Fi can deliver secure, reliable, and dependable communication throughout an aged care facility. Unlike their predecessors, new-generation smart devices are designed specifically for the aged care environment. These devices include features and functions that will enable your care staff to deliver the highest quality of care while also protecting private and sensitive data

When adopting a smart devices strategy, here are some of the key areas of consideration:

1. Identify a vision

Deploying a smart devices strategy will struggle without an agreed vision statement. The document should include timelines, desired outcomes, and how various departments will contribute to the rollout. Optimal outcomes include improved communication, better resident care, and adherence to regulatory frameworks.  

2. Chart current information flows

A successful mobile device deployment should lead to streamlined workflows, enhanced communication, and improved resident outcomes. To achieve this, your team must understand how current communication flows through the organisation. By consulting with care staff, you can better understand the current flows and how they can be improved. 

Key findings should include: 

• Current communication methods that can be improved.  
• The use of purpose-built smart devices to maximise functionality, protect data and reduce cybersecurity breaches.  
• Any delays in receiving the information needed from other team members.  
• Communication inefficiencies that might be slowing the provision of care and leading to resident dissatisfaction. 

3. Technology considerations and secure device management

Your IT team’s input is critical to ensuring a successful rollout. They should be consulted when selecting smart devices and ensuring that the existing network and Wi-Fi infrastructure can support both current and future technology demands. This is especially important when voice communication relies on the facility’s Wi-Fi, as any blackspots will need to be addressed before deployment. 

Their input should also cover secure, encrypted messaging platforms and alert/alarm applications. These alerts can be prioritised based on urgency to help reduce alarm fatigue. It is essential to verify that your current PBX, messaging, alert, and resident care platforms are compatible with your chosen smart devices. Additionally, assess whether these platforms allow you to fully maximise your investment. For example, can alarm workflows be streamlined to notify only the carer assigned to a specific resident? How can a unified user experience be created for carers and nursing staff? 

To meet security requirements, your IT team must be able to remotely wipe or delete data from smart devices if they are lost or stolen. Additionally, secure storage for smart devices and responsibility for each device throughout its lifecycle must be clearly addressed. 

4. Assess smart devices options

There are many smart device options on the market. However, not all are designed to withstand the rigours of an aged care setting. Your selected solution should be equipped with seamless roaming across a Wi-Fi network, long battery life, easily swappable batteries that can be charged outside the device, durability and sterility, and the robustness to handle being dropped, bumped, and cleaned throughout a shift. 

5. Implement a pilot program

A proof-of-concept program enables you to evaluate a solution before it is deployed. The pilot program should be limited in scope and have a specified endpoint. This can prove vital in eliminating bugs, road-testing the device, and receiving feedback from care staff. A pilot program can assist with widescale adoption and help convince employees who might be resistant to change. Weaknesses can be identified before a large investment is made, and IT infrastructure upgraded in advance.  

6. Address operational issues like training and IT support

Deploying a smart device strategy will inevitably introduce new workflows. Therefore, care staff education should encompass both the technical and functional aspects of smart device usage, as well as any new or modified workflows. Training should be tailored to staff roles and accommodate different learning styles. Additionally, IT support services may need to be strengthened during the initial deployment phases to assist staff as they adapt to the technology. 

Optimise your aged care facilities

The deployment of smart devices can significantly optimise efficiency in the aged care sector. I have seen many aged care providers enjoy significant improvements including streamlined workflows, enhanced productivity, the elimination of communication bottlenecks, and greater teamwork and cooperation. While the deployment process requires careful planning, the benefits of a successful implementation can greatly impact your facilities. 

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