Putting People At The Heart Of Innovation
Written by Simon Kerrigan for Fusion Magazine LASA, Autumn 2022.
View original article here.
What does it mean to make an impact? When it comes to people, it requires a powerful effect to be created. We can positively impact someone with something as simple as a compliment or an act of kindness. Conversely, our words and actions can create a negative impact. In any instance, to create an impact, we need to make a choice.
At the start of 2020, the COVID-19 pandemic created what can only be described as a detrimental impact on the aged care sector. As a team, we decided to lead positive change.
We believed that through creativity and innovation, we could negate some of the potential risks for the aged care residents we support. It became a time of proactivity and idea sharing. Our sole focus was on doing everything we could to make a positive impact.
We identified communication as of the main areas that could be a potential risk to residents. Anyone who works in the healthcare setting will confirm that effective communication forms the cornerstone of the care experience. It is essential in creating positive care outcomes, meeting people’s needs and desires, and ensuring the quality of life which we strive to achieve for all residents.
By now we’ve all become accustomed to wearing masks. During conversations, we listen intently through muffled speech, look closely for facial expression and often we ask, “Can you repeat that?” For older adults living in residential care with a hearing impairment, communication became almost impossible.
What started off as a deck of cards with key questions, instructions and phrases became a free phone app which could be accessed and used by carers, family members and friends, anywhere in Australia. Rather than printing and laminating, we thought we could facilitate effective communication using a tool which most of us have readily available in our pockets—our mobile phone.
Originally inspired by one of our brilliant Occupational Therapists, the digital cards were then created, designed, and tested inhouse, utilising the knowledge and talents of our multidisciplinary allied health team to optimise the user experience. To avoid incurring the significant cost of app development, the app was When we first launched our ‘Care Cards’ app, it was the first of its kind on the App Store and Google Play.
Amazon founder Jeff Bezos is quoted as saying, “We innovate by starting with the customer and working backwards. That becomes the touchstone for how we invent.” Our app is the perfect example of this. A simple idea which was inspired by the needs of one resident, can now positively impact the lives of older adults and those caring for people with a hearing impairment across Australia.
Our teams are full of creative and innovative thinkers. The challenge is to build a culture within organisations and the wider age services industry that facilitates and celebrates new ideas. I’m thrilled to have our idea recognised as part of Hesta’s National Impact Awards for Team Innovation in 2022. While I’m very proud of our idea, I’m prouder of the team who made it happen.