Aged care is under pressure to modernise and from 1 July 2025, that pressure becomes policy.
That’s when Australia’s new Aged Care Act will come into effect, reshaping the expectations around safety, quality and accountability in aged and home care. The changes are broad, but the message is clear: providers must prove they’re delivering care that’s human-centred, compliant and transparent.
Compliance now extends beyond clinical care – and communication is a critical part of that shift.
Compliance isn’t just clinical anymore
The upcoming reforms place greater emphasis on how care is delivered and documented – not just the outcomes themselves.
That means communication between providers, patients, families and third parties must be:
- Secure
- Trackable
- Auditable
Whether it’s a call with a resident’s daughter, a conversation with a GP or a message confirming a care plan – organisations need to show what was said, who said it and how it was followed up.
Complaint handling and escalation pathways are also under greater scrutiny, with providers expected to demonstrate not just responsiveness, but systemised processes.
Build compliance into every conversation
Communication has always been at the heart of aged care – but now, it’s also at the heart of compliance.
From family updates and third-party verification to audit trails and complaint handling, providers need modern tools that create a clear, consistent record that gives teams visibility, traceability and peace of mind across every interaction.
Genesys enables aged care providers to modernise the way they engage – and capture every interaction in a way that supports both care and compliance. That includes:
- Secure, trackable conversations via SMS, chat and voice
- Automatic call recording and logging for audit purposes
- Support for third-party authorisation and verification
- Real-time escalation pathways to meet duty of care standards
- Co-Pilot compliance checklists that help staff stay on track during live calls by automatically ticking off key points or alerting them if something’s missed
It’s communication designed for audit readiness – and built with empathy in mind.
Real use cases, real outcomes
Genesys is already helping aged care teams:
- Reduce the volume of untracked, informal updates by shifting to secure channels
- Log and record family communications automatically
- Ensure team members have context and call history before responding
- Triage complaints in a timely, trackable way with the right follow-up and documentation
By modernising how communication happens, providers aren’t just ticking compliance boxes. They’re also improving the experience for their staff, residents and families.
It’s not just about proving care – it’s about delivering it better
As Jenny Reichard, Senior Industry Executive for Healthcare at Genesys, puts it:
“With the upcoming reforms, providers aren’t just being asked to improve outcomes — they’re being asked to prove it.”
For many, that shift feels overwhelming. But with the right communication systems in place, compliance becomes part of the everyday – not another burden on already stretched teams.
Is your tech ready for reform? Let’s make sure it is.
If you’re not confident your communication processes are audit-ready by July 2025, now’s the time to act.
Genesys can help your organisation move from reactive to proactive – building a foundation that supports compliance, care and connection in every interaction.
