More than ever, Australians are tech-savvy and use technology as part of their every day. They expect choice at their fingertips and personalised services that respond to their particular needs and preferences. A trend the care and support sector is not exempt from. This rise in technology use has led to an increase in the number of online platforms in the sector, which are evolving how services are provided and received.
Using data collected by independent research firm YouGov, Mable’s White Paper explores the experiences, sentiments, and preferences of support workers, aged care clients, and NDIS participants who have utilised traditional providers and online platforms to provide or receive support services.
The White Paper investigates some entrenched issues in Australia’s care and support sector and explores how online platforms champion people’s choice and control over their care and support services to relieve some critical pain points.
Among those aged care clients and NDIS participants who have ever booked through an online platform and traditional provider:
of aged care clients believe the best match with a support worker was made when they booked through an online platform.
of NDIS participants believe the best match with a support worker was made when they booked through an online platform.
the ability to choose what services they receive and from which support worker is important.
they trusted their support workers had the best intentions for them.
when the services they require are delivered.
who delivers the services they require.
how much they pay per hour for support services.
the ability to choose what services they receive and from which support worker is important.
they trusted their support workers had the best intentions for them.
who delivers the services they require.
when the services they require are delivered.
how much they pay per hour for support services.
International research agency, YouGov conducted the study online between 17 April – 5 May 2023. Responses were received from 1,549 Australian support workers, 894 from people who have a home care package or are assisting someone with a home care package and 631 from people who are NDIS participants or assisting someone with an NDIS package. The support worker respondents included people employed or self-employed who offer services via online platforms, self-employed people who provide services independent of platforms and people who are employed directly by clients or traditional and registered providers.
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