Customer centric care is at the heart of the Home Caring business, which caters for both aged care and NDIS customers.

Franchise manager Bill Lockett explains. “The aged care sector and NDIS are all about customer directed care (CDC). This means the customer is free to choose which service provider they like.”

So customers are able to switch providers if they are not getting the service they want.

“Providers have to be on their toes to match the caring needs of their customers,” says Bill. “At Home Caring we take the time and energy to get it right.”

For example, there is a broad spectrum of languages and nationalities represented across the network that reflects the multicultural communities in Australia. Franchisees come from 15 different cultural backgrounds, and between them, frontline carers speak nearly 40 languages.

A multicultural approach delivers the right care to clients

“We are in a position to give care across multi-cultural communities. This means customer care is matched not only from a health perspective but a cultural and language point of view,” says Bill. “As people get older particularly, they want to speak in their native tongue as much as possible.”

Bill says the customer-centric care is a strong feature of the business, and is reflected in its 4.9 star reviews on Google.

Home Caring’s client care is a key focus for franchisees

Franchisees can also shape their own business based on their experience and perspective.

“Some are very comfortable with aged care, and try to focus on that with their own experience and knowledge. Others know what the disability sector needs,” says Bill.

One example of a clear-focused business is a franchisee whose client base is 95 per cent NDIS.

A single-minded approach to the business also creates opportunities for neighbouring franchisees and means community care needs are met.

Because of the territory set-up franchisees can recommend other franchisees to cover gaps they cannot fill.

As well as peer recommendations, franchisees receive leads from head office marketing – about 25 per cent of leads. The local franchisee gets the first option, then the lead goes to the next nearest franchise partner.

“Our territories are not barbed wire boundaries, they are marketing areas,” says Bill.

This means franchisees can only market to potential customers in their own area but they can provide services to clients that come to them from other territories.

Delivering a high level of care

The levels of service stretch from light duties and companionship to accommodation and 24/7 care.

The accommodation option is a relatively new service that franchisees have started to deliver, Bill says.

“Accommodation services can be set up in new homes so you can get three disability clients with similar issues sharing the space. This means they have extra carers 24 hour a day,” explains Bill.

“This is a tremendous relief for families, if they know care is always on hand.”

Bill says demand in the disability sector drives this.

The flexible approach to delivering care through NDIS means each person has an individual assessment of the care they need. The funds supplied range from $10,000 to $1million plus, says Bill.

There is funding for four levels of at-home aged care, yet some people need higher care than exists. At the moment these seniors tend to go to nursing homes.

The opportunity to provide aged care accommodation similar to that offered to clients in the disability sector would ensure Home Caring could deliver premium care to mature Australians requiring high levels of attention, says Bill.

“Aged care is under a lot of examination. The Department of Health is coming up with a new way to deal with the sector which will be in operation by July 2024. They’ve realised the deficiencies of home care packages and there is a more effective way to give care.”

Home Caring is already putting its clients’ interests at the heart of its business, and welcomes the promise of changes ahead.

“If people stay at home they get better care – we’ve got experts looking after people, not family members,” says Bill.

Customer-centric care works for everyone – it allows nurses to give that one-on-one care they enjoy, it brings joy and relief to families, and it provides franchisees with a sustainable business.