Artificial intelligence (AI) is transforming aged care, presenting significant opportunities as technology reshapes the industry at unprecedented speed.
Recently, Mable's Chief Analytics Officer, Paul Wainwright, and Head of Business Partnerships, Luke van Schie, hosted a webinar exploring how AI is already improving outcomes for older Australians and aged care providers.
Below are some of the key insights from their conversation about how AI can support your organisation.
AI that keeps customers safe at scale
One of the most powerful applications of AI in aged care is about safety. Aged care provider HomeMade, which is part of the same group as Mable, gets approximately 1,200 shift notes daily from support workers on Mable. These notes provide vital information about client wellbeing and have enabled HomeMade to review them and intervene quickly.
With Mable's AI solution analysing shift notes, it can identify patterns across a client's entire history that might indicate warning signs for things such as deteriorating health.
In one example, the system identified a subtle but steady decline in a client's energy levels. When a support worker noted that the client seemed more fatigued than usual, the AI flagged this as significant based on the trend it identified, something a human might have missed without a view of the customer's overall health.
Human and AI collaboration
In the same example, the clinical team contacted the client's wife and then called an ambulance - the client was later diagnosed with sepsis. Early detection allowed family members to travel from interstate to be with their loved one at an important time, demonstrating how AI and humans working together can make a real difference.
Mable's system now has a 98% accuracy rate in identifying concerns, including early signs of pressure injuries, melanoma and unreported incidents.
Crucially, a human clinician always reviews AI recommendations, which we call having a "human in the loop." For aged care providers, this means monitoring client wellbeing at scale without increasing clinical staffing costs, and giving your clients peace of mind that concerning changes won't slip through the cracks.
Smarter matching connects clients with the right support workers
At the heart of any marketplace is matching - enabling one side to find the other quickly and efficiently. On Mable's platform, about 276,000 matches occur every day between clients and support workers. At this scale, human matching simply isn't possible.
However, with AI, we can consider many factors when matching people. These include worker availability, distance from the client's location, willingness to travel, relevant experience and qualifications, language and cultural preferences, and special requirements such as pet-friendly workers or experience with high-complexity care.
The perfect match
The goal isn't just finding a match - it's about finding the right match. By reducing friction in the search process, aged care providers spend less time scrolling through profiles and more time delivering value to clients.
Looking ahead, Mable is developing an AI tool that will help its business partners by removing even more of the admin load. This tool will communicate directly with support workers to present providers with one or two highly suitable candidates who are genuinely keen, available, and willing to work at the specified rate. This means coordinators can redirect hours previously spent on recruitment towards direct client care and relationship building, boosting efficiency and client satisfaction.
Practical AI tools you can use today
In the webinar, Paul also shared practical ways aged care providers can start using AI:
Content creation and document drafting
Tools like ChatGPT and Google Gemini excel at creating first drafts of call scripts, policy documents or communication materials.
Paul demonstrated how to generate an outbound call script for a Support at Home customer in minutes by uploading relevant documentation and providing clear instructions.
The key here is always reviewing and refining AI-generated content rather than simply copying and pasting.
Enhanced research and learning
Notebook LM offers an innovative way to digest complex information.
Paul uploaded the Support at Home manual for registered providers, and within seconds, could query the document conversationally and ask specific questions about co-contribution levels.
The tool even generates podcast-style audio overviews, providing an alternative way to absorb dense material without having to read hundreds of pages. Mable has created similar internal tools for contact centre staff to quickly access some information when responding to customer queries.
These tools do not require extensive technical expertise and can improve productivity across your organisation.
Safeguarding quality whilst embracing innovation
So how does Mable ensure its AI systems maintain safety and quality standards?
The answer lies in rigorous testing and safeguarding. Like when Mable deployed an AI chatbot that communicates directly with customers on its website. This chatbot is able to answer questions from customers in the disability sector based on the team's testing, which involved hundreds of scenarios before it went live. The team proactively reviews responses the chatbot gives as part of a quality assurance and improvement process. If its outputs aren't right, the team can build additional safeguards or refine the training data.
This process takes months, not weeks, because the stakes are so high and accuracy is of the utmost importance. Our clients depend on accurate information for their care decisions, and regardless of the time and investment required, Mable will never compromise on quality.
What this means for you
For all AI applications providing recommendations that affect client care, Mable always keeps a human in the loop, ensuring expert review of AI outputs before any action is taken. You can benefit from our investments in AI safety and accuracy without having to build that capability in-house, allowing you to leverage cutting-edge technology while maintaining your commitment to quality care.
Are you ready for the future?
There are two opportunities for providers: adopt readily available AI tools for productivity gains, or partner with technology-forward platforms like Mable, which have already made substantial AI investments on your behalf.
Whether you're looking to streamline your workforce management through Mable's AI-powered matching or explore how our platform can support your Support at Home readiness, we're here to help.
Watch the webinar to see Paul's demonstrations and learn more about how AI is shaping the future of aged care.
Ready to discuss how Mable can support your workforce needs? Get in touch with our team today.
