CEO Update March 2018

In the coming weeks, Lifebridge will reach a milestone we have been working towards for over 18 months, the staged implementation of our new Customer Management System. The introduction of this technology represents considerable change in Lifebridge’s operations, processes and deliverables and most importantly, offers significant benefits to our customers.

As we continue to review our business model under the NDIS and Aged Care Reforms, we discovered just how necessary this change was and how its success would play an essential part in ensuring sustainable, quality services for our customers.

Trying to find a system that would accommodate our needs, as well as the needs of the NDIS, Home Care Packages and Community Home Support Programs, has been challenging. However, through commitment and deep analysis and in partnership with leading experts, we have developed a multi-faceted eco-system that addresses all identified needs and alleviates many of the challenges and hurdles we experience today.

The customer experience is a fundamental aspect of the new Customer Management System and just a small snapshot of the benefits our customers will experience are:

  • Improved Customer Service
    Providing staff with access to real-time information anytime, anywhere, right at their finger-tips, to vastly improve the customer experience.
  • Improved Customer Relationships
    An improved system that will allow for consistency of service, improved communications, and to be more responsive to the needs of our customers.
  • Improved Customer Outcomes
    Our staff are better informed of your goals and desired outcomes are and are better equipped to work towards the achievement of these.

Phase one rollout will occur for Disability Services and once everyone is comfortable with the new practices, teething issues are resolved, and we are confident in the new processes Aged Care Services will follow.

As with anything new, teething issues are however, unavoidable. In these circumstances, I ask for your patience and understanding. Part of this transition is in response to suggestions, ideas and complaints that we have received from you to improve certain areas of the business.

Lifebridge is very excited about the introduction of our new system and the improvements and benefits that it will provide to everyone.

Our aim is to continually improve our service and together we are building the service-mix that truly meets your needs.