Enhancing service access for seniors through effective use of technology with service providers - Improving Partnerships Sharing Information to Improve Services to Older Adults

In the province, over 5000 seniors and 4000 adults with disabilities receive in-home supports. It has been noted that Social Development (SD) and agency staff are spending a lot of time on administrative tasks, which is an inefficient use of time and resources. Administrative tasks need to be streamlined to improve the efficiency (i.e., timely delivery of care) and effectiveness (i.e., quality delivery of care) of staff. SD and its partners designed a new digital tool to identify approved service providers (matching) and confirm service requests (service requisitioning). The tool aims to simplify administrative tasks and improve the quality of information shared to enhance care for people receiving home supports. This will enable staff to spend more time on clinical tasks and providing direct support.

Research Questions: 
(1) Can a digital solution reduce the time taken to confirm services and improve the quality of information shared to improve care of people receiving in home supports. 
(2) Can this solution be scaled to other service types (e.g., Meals on Wheels, foot care). 

• 20 agencies and 15 SD staff members contributed to the program's design. 
• 5 home support agencies and 2 social workers participated in the pilot testing of the new digital tool.

• With this new digital matching/service requisitioning tool, it is easier to identify approved service providers and confirm service requests digitally, thereby streamlining the process and making it more efficient.
• The new tool contributes to substantial time savings, which can be reallocated to direct patient care.
• The digital tool reduces the number of follow-ups required and provides better quality information about available services.
• Overall, staff are highly satisfied with the tool and, after being trained, the staff can conduct their task with more ease and fewer hurdles, thus reducing administrative burden.
• The tool and the associated processes are simple and user friendly. Both small and big agencies with limited digital capability are interested in launching the tool.
• Enthusiasm and strong positive support enabled accelerated scale-up to all home support agencies and other service types (e.g., attendant care, meals on wheels).

• Expand the project with other service partners in different areas.
• Engage service providers and agencies in the pilot testing of early concepts and secure change management resource and change management training plan for agencies.

To learn more read the complete project findings (PDF 130 KB).