The quality of aged care has been transformed thanks to an app, Tell Touch, created by two Melbourne nurses, Christine Brodrick and Diana Cooper, according to research by Swinburne University and the University of Melbourne.
Tell Touch, a feedback and complaints app, provides a digital solution to one of the most significant concerns of the Royal Commission into aged care – outdated, paper-based complaints systems that are time-consuming and lead to lost feedback and a lack of transparency.
Aged Care Quality Standards require providers to demonstrate that feedback and complaints are “encouraged and supported,” with “open disclosure” and “appropriate” responding actions. Tell Touch is the only digital system that meets these standards.
The app empowers users of aged care services to have a voice and makes it easier for providers to address specific recommendations around accessibility, cultural inclusion, and streamlining systems to improve the quality of care.
A study conducted by Swinburne University and the University of Melbourne shows that the app has been effective in improving aged care. Staff and residents rate the app’s ease of use highly. It has helped provide residents with timely responses, addresses individual needs and customises service delivery. For management, it helps spot trends and makes resident feedback easy to manage.
Providers currently using the app have advocated for it, with one CEO stating that “the Tell Touch system provides us with reports that allow us to monitor our performance, support compliance and address emerging issues quickly.”
Founders Christine and Diana are determined to see their feedback and complaints systems adopted into more facilities nationally to drive positive change. For more info, visit telltouch.com.au.
Media release from Tell Touch.