Valley View’s aged care software provides complete oversight to its clinical team

Published: 6 October 2023
Updated: 23 July 2024

Turning a difficult assessment into an opportunity for improvement

Valley View has supported older Australians in Collie, Western Australia, since 2009, providing residential aged care alongside retirement living, home care and disability support services. For Clinical Manager Matt Elks, ensuring the organisation could demonstrate safe, high-quality care was a priority.

During an unannounced assessment by the Aged Care Quality and Safety Commission, Valley View was found to meet only some of the Quality Standards then in effect. The organisation's existing clinical system wasn't meeting its needs, making it harder for staff to access information, maintain documentation and provide the evidence assessors required. Valley View recognised that its clinical team needed a system that supported everyday care planning and accountability, with reliable information available whenever it was needed.bilities and approach to care.

Building stronger clinical routines and accountability

Valley View introduced PCS Care to improve how its clinical team records, reviews and demonstrates the care provided to residents. The organisation also began introducing Operations Management, powered by Centrim Life, to address information gaps in its wider operations, particularly resident enquiries and administrative processes. Together, these solutions support Valley View's focus on making information more accessible and ensuring everyday responsibilities are easier to manage.

PCS Care: Having the right evidence ready when it matters

One of Valley View's most significant improvements has been its ability to demonstrate care quality during regulatory assessments. Following implementation, the organisation underwent another unannounced assessment and reported meeting all the Aged Care Quality Standards applicable at that time.

Matt credited PCS Care with playing a major role in that improvement, particularly because staff could quickly access the assessments, care plans and clinical evidence needed by assessors. The system also provides quality indicators, charts and reports that allow Matt to monitor progress and review how care is being documented.

Valley View has introduced daily clinical check-ins, giving nurses greater ownership of their documentation and encouraging regular review of care plans. These routines help the clinical team maintain accurate information throughout the year, with care evidence becoming part of everyday accountability.

Giving staff ownership through practical training

Staff confidence was an important part of Valley View's transition. Around 60% of the workforce had previously used PCS Care, which helped the organisation introduce the system more quickly. Valley View also invested in updated devices and IT infrastructure to support implementation.

For new employees, the organisation takes a practical approach to training. Staff receive approximately two to three hours of initial guidance before completing a buddy shift with an experienced colleague. This gives new team members an opportunity to practise recording care and using the system during their normal responsibilities.

Matt found that learning alongside experienced staff improved adoption compared with classroom-only training. The approach has helped Valley View build confidence and encourage consistent use across the clinical team. PCS also provided ongoing implementation support, including guidance from its clinical team as Valley View developed its processes.

Operations Management (Centrim Life): Bringing more clarity to the resident journey

Alongside improvements in clinical care, Valley View wanted to address gaps between its operational systems. The organisation had introduced several separate systems, but limited interoperability created duplicated information and made some details harder to track.

Operations Management, powered by Centrim Life, has already proved useful for managing Valley View's waiting list, organising facility tours and providing information to prospective residents. These capabilities give the team a more organised way to support people considering care at Valley View, particularly during the early stages of enquiry and admission.

Matt also highlighted the value of its feedback and incident management capabilities. The organisation was exploring how action plans could support incident analysis and demonstrate improvements made in response to concerns.

Building confidence into everyday clinical practice

For Valley View, the experience reinforced the importance of having the right systems and working practices behind its commitment to quality care. The clinical team has developed a more consistent approach to accountability, with nurses taking ownership of their records and managers using reliable information to guide decisions.

That confidence extends beyond regulatory assessments. It gives Valley View a stronger foundation for supporting its staff, reviewing care quality and responding to the changing needs of the people who depend on its services.