Australian Aged Care: Transforming At-Home Care with AI-Driven Efficiency

The Challenge

The aged care provider faced a perfect storm: sector reform cutting funding by ~20%, ambitious workforce growth targets, and operational bottlenecks consuming staff time. Care managers spent up to half a day on manual documentation for multi-hour client assessments, 80-90% of new client referrals arrived with missing critical information requiring extensive follow-up, and 100+ daily shift notes required manual review for safety risks with no proactive risk tracking. The organization's #1 client complaint was lack of proactive communication—clients and families felt under-informed about care schedules, reviews, and service changes, all handled manually with frequent delays.

"We were speeding through client conversations just to keep up with documentation. Staff had no time for the relationships and risk monitoring that matter most." - Care Operations Lead

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Our Approach

Over 8 weeks, Morningside delivered a comprehensive AI Strategy Roadmap through strategic alignment sessions with leadership, 12+ interviews with 30+ team leaders and frontline staff, and deep-dive assessments of 4 core operational teams.

We mapped workflows and pain points across all operations, validated opportunities with frontline staff who would actually use the solutions, and created a detailed implementation roadmap with effort estimates and ROI projections. The engagement also included leadership and employee workshops demonstrating both strategic transformation vision and practical day-to-day AI applications.

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Outcomes & Impact

We identified 16 opportunities across the care provider's operations and prioritized 5 solutions that would deliver immediate impact. The roadmap targets every part of the care delivery workflow—from how staff document client assessments and capture call notes, to how families receive updates about their loved ones' care schedules, to how care workers report safety concerns in real-time across multiple languages.

The roadmap enables the care provider to: shift from spending hours on administrative tasks to focusing on what matters - actual care delivery. With our recommendations, client-facing time can increase 25% as documentation that currently takes significant time per assessment gets reallocated. Staff drowning in manual data entry and follow-ups would gain time for the relationships and risk monitoring that define quality care. The organization now has a clear, validated path to increase their team impact without doubling administrative overhead, meeting sector reform requirements while actually improving - not just maintaining - care quality.

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Why This Matters

Before our engagement, the care team was stuck: ambitious growth targets, shrinking budgets, and staff spending more time on paperwork than people. They knew AI could help but didn't know where to start or which opportunities would actually move the needle.

In 8 weeks, we gave them clarity. Through deep assessment of their operations - interviews, workflow mapping, and validation with frontline staff - we identified exactly where AI would deliver the biggest impact and built them a roadmap they could act on immediately. The team went from "we need to do something about AI" to having 5 prioritized solutions with implementation costs, timelines, and projected ROI that leadership could confidently present to their board.

The bigger picture: Most organizations know they need an AI strategy. Few know how to build one that's grounded in their actual operations, validated by their people, and realistic about what's possible. This is what separates true AI transformation from wishful thinking.