Blog | Angela Gifford

Survival In The Care Sector Is About More Than Customers

The world of Australian care is changing, the next few years will be exciting, frustrating, competitive and rewarding but which care organisations will survive?

Many may believe that it is about maintaining their present client base, that loyalty to the organisation is the answer that will keep them in business. For others getting new clients under the funded NDIS is the customer base to aim for whilst many organisations will be looking to engage with the mainly new to the market place, fee paying customers. All are relevant but on their own are not enough to ensure survival.

Many of the present care providers have been offering care services for many decades, they offer a wide range of care services and care related services. However, are these care services financially viable? When was an audit on each care service carried out? Goodwill and intention will not balance financial books.

Have the following questions been asked within the organisation:
• Which care services are we not very good at?
• Which care services make a profit?
• Which care services do we need to drop as they are a threat to our continued existence?

All care providers need to look at their ‘in house’ staffing numbers. In the new world efficiency needs to be across all parts of an organisation including evaluating each job and the contribution it makes to the overall business.

For example, a few years back we had an Able Community Care Cookery book to sell to mark our 30th anniversary. The profits were to be divided between two charities. Our in house marketing team were finding it difficult to move the number of books we had printed. With reluctance we decided to hire a temporary worker with call centre experience from a local employment agency.

A gentleman turned up, first impressions were not too favourable but then he began to work. His skills were amazing, his voice and how he spoke were perfect for the product he was trying to sell for us. He was successful. We did not have his skills and not hiring him would have been a more expensive option overall.

Existing care providers need to see if outsourcing some of their work, whether it is marketing, employment, training, payroll, etc. needs to be considered.

The care industry has changed, organisations are likely to have to modify their manner of operating and it is essential that an overall view of the present operating methods and aspirations are audited to see if they are realistic and viable.

By:  Angela E Gifford
Posted:  15 Mar 2016

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