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My Aged Care website and contact centre

My Aged Care website and contact centre. My Aged Care website. Between 1 July 2013 and 30 April 2014 the My Aged Care website had: As at 30 April 2014, the My Aged Care website had averaged 57,890 visits per month .

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My Aged Care website and contact centre

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  1. My Aged Care website and contact centre

  2. My Aged Care website • Between 1 July 2013 and 30 April 2014 the My Aged Care website had: • As at 30 April 2014, the My Aged Care website had averaged 57,890 visits per month. * Accuracy of data corresponds to reporting limits of Google Analytics

  3. My Aged Care contact centre • Between 1 July 2013 and 30 April 2014: • My Aged Care contact centre had on average answered nearly 12,000 calls per month. • The average handling time per call was 9 minutes and 30 seconds. • Of the contact records where gender was identified, 70% of callers were female and 30% were male. • Of the 38,763 contact records where the caller’s relationship to the care recipient was identified, 50% identify themselves as a a family member. * Accuracy of data corresponds to reporting limits of interim contact centre systems

  4. My Aged Care contact centre • From 1 July 2013 to 30 April 2014 the My Aged Care contact centre answered 119,600 calls, with an Average Handling Time lasting 9 minutes and 30 seconds. * Accuracy of data corresponds to reporting limits of interim contact centre systems

  5. My Aged Care contact centre Calls Received to 30 April 2014 by Caller Type • . * Accuracy of data corresponds to reporting limits of interim contact centre systems

  6. My Aged Care contact centre All Referrals to 30 April 2014 * Accuracy of data corresponds to reporting limits of interim contact centre systems

  7. My Aged Care contact centre • The number of warm transfers have increased following process improvements and additional training of staff. * Accuracy of data corresponds to reporting limits of interim contact centre systems

  8. My Aged Care contact centre • The national contact centre undertakes a Customer Satisfaction Survey on its services. • Since the July 2013 introduction of the My Aged Care contact centre 20,958 consumers and 1,877 service providers have been surveyed. * Accuracy of data corresponds to reporting limits of interim contact centre systems

  9. My Aged Care website Visits and Unique (New) Visits from 1 July 2013 to 30 April 2014 * Accuracy of data corresponds to reporting limits of Google Analytics

  10. My Aged Care website • The website currently includes translated material in 7 languages and will soon be expanded to 18 languages. • The website also includes information on how to contact the Translating and Interpreting Service (TIS). • As at 30 April 2014, 7,565 visitors had accessed the translations. * Accuracy of data corresponds to reporting limits of Google Analytics

  11. My Aged Care website • The website features three service finders which account for approximately 41.5% of page hits of the top 10 viewed pages: • Help at Home Finder – listing of Commonwealth subsidised services available within the community, such as transport and personal care. Home Care Packages are also included here (since November 2013). • Aged Care Homes Finder – listing of Residential Care facilities who are approved to provide Commonwealth subsidised places. • Assessment Finder – listing of regionally based Aged Care Assessment Teams. * Accuracy of data corresponds to reporting limits of Google Analytics

  12. My Aged Care website • 19 May 2014 • Publication of Accommodation Payments Information • On 19 May 2014 the My Aged Care aged care home finder was expanded to include descriptions and prices for all different room types offered across all aged care homes listed on the My Aged Care website. • As of 19 May 2014 the Department had received, reviewed and approved for publication accommodation information for 8,812 rooms. • Of the total number of 1,041 providers, 879 (84.4%) had submitted information for approval by 17 May 2014. • 797 (76.6%) providers had their accommodation payments information published on My Aged Care website on 19 May 2014. • On 19 May 2014 the My Aged Care website had 7,358 visits, the highest number for a single day since 1 July 2013. * Accuracy of data corresponds to reporting limits of Google Analytics

  13. My Aged Care contact centre and website • 19 May 2014 • On 19 May 2014 two new My Aged Care fee estimators became available for Contact Centre staff to help consumers: • estimate costs for people looking to enter an aged care home after 1 July 2014; • estimate costs for those considering a Home Care Package after 1 July 2014. 1 July 2014 • Both fee estimators will be made available to consumers on the My Aged Care website from July 2014.

  14. Questions

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