Conpago Suite

Conpago

The Conpago Suite is a digital community platform for aged care providers, home care, home support, retirement villages and other age and disability services. Conpago support you to provide transparency of care towards your clients and their families. And uses integrated surveys and net promotor scores to measure customer satisfaction.

The Conpago Suite is a complete solution with three portals.

  • The Conpago Companion: a simplified and safe tablet application that we co-designed with seniors and Australian care providers.
  • A free mobile community app for friends and family to involve them in the care that’s being provided.
  • A dashboard login to help your staff manage the community and upcoming events.

Summary Matrix

The Summary Matrix gives an overview of how the assessed product aligns to the Quality Standards.  For a more in-depth understanding, there is a Detailed Matrix below that outlines the alignment to each Standard and Requirement.  You can click on the Standards to jump straight to the related Detailed Matrix Standard.

Conpago Suite

Standard 1

Consumer dignity and choice

Standard 2

Ongoing assessment and planning with consumers

Standard 3

Personal care and clinical care

Standard 4

Services and supports for daily living

Standard 5

Organisation’s service environment

Standard 6

Feedback and complaints

Standard 7

Human resources

Standard 8

Organisational governance

Detailed Matrix

Standard 1
Consumer dignity and choice

1 Consumer outcome

I am treated with dignity and respect, and can maintain my identity. I can make informed choices about my care and services, and live the life I choose.

2 Organisation statement

The organisation

  • has a culture of inclusion and respect for consumers; and
  • supports consumers to exercise choice and independence; and
  • respects consumers’ privacy.
RequirementResponse Conpago Suite
3a Each consumer is treated with dignity and respect, with their identity, culture and diversity valued.Conpago allows consumers to articulate their personal needs and preferences, helping to convey their identity and preserve their culture and dignity.
3b Care and services are culturally safe.Conpago provides consumers with transparency on which carers are delivering services. Details of the services are available, giving the consumers the ability to choose which services and carers they right for them.
3c Each consumer is supported to exercise choice and independence, including to: (i) Make decisions about their own care and the way care and services are delivered; (ii) make decisions about when family, friends, carers or others should be involved in their care; (iii) communicate their decisions; and (iv) make connections with others and maintain relationships of choice, including intimate relationshipsConpago provides consumers with transparency on which carers are delivering services. Details of the services are available, giving the consumers the ability to choose which services and carers they right for them. Conpago provides communication channel to family members, other consumers, carers, support staff and services. Consumers can also interact with the wider community through messaging, live stream and virtual community events. Conpago communication features include in-app phone calls and 1-to-1 video calls to contact family, friends, and carers.
3d Each consumer is supported to take risks to enable them to live the best life they can.Conpago customer management system can record the goals of consumers members goals. This enables providers to support consumers to take calculated risks when accomplishing their goals.
3e Information provided to each consumer is current, accurate and timely, and communicated in a way that is clear, easy to understand and enables them to exercise choice.Conpago allows for instant two-messaging to consumers via its intuitive interface. Consumers have visibility of their services and can choose from a wide range of activities and events.
3f Each consumer’s privacy is respected and personal information kept confidential.Conpago has security controls and roles to ensure only staff with approved access can view or modify data.

Standard 2
Ongoing assessment and planning with consumers

1 Consumer outcome

I am a partner in ongoing assessment and planning that helps me get the care and services I need for my health and well-being.

2 Organisation statement

The organisation undertakes initial and ongoing assessment and planning for care and services in partnership with the consumer. Assessment and planning has a focus on optimising health and well-being in accordance with the consumer’s needs, goals and preferences.

RequirementResponse Conpago Suite
3a Assessment and planning, including consideration of risks to the consumer’s health and well-being, informs the delivery of safe and effective care and services.Conpago supports planning and informed delivery of services to consumers with individual calendars and audit logs of all delivered services. The consumer has to approve the service before delivery and this can be extended to their family and support network providing great transparency.
3b Assessment and planning identifies and addresses the consumer’s current needs, goals and preferences, including advance care planning and end of life planning if the consumer wishes.Conpago gives providers visibility over a consumer's preferences and care trends, allowing for personalised services to be planned and delivered. Conpago member have their own profiles and health goals, allow carers to tailor services to individual consumer needs.
3c Assessment and planning: (i) is based on ongoing partnership with the consumer and others that the consumer wishes to involve in assessment, planning and review of the consumer’s care and services; and (ii) includes other organisations, and individuals and providers of other care and services, that are involved in the care of the consumer.Consumers can give feedback on the services being offered from the providers as well as external services such as allied health.
3d The outcomes of assessment and planning are effectively communicated to the consumer and documented in a care and services plan that is readily available to the consumer, and where care and services are provided.Consumers have a live view of services being delivered via their individual calendar and member profile.
3e Care and services are reviewed regularly for effectiveness, and when circumstances change or when incidents impact on the needs, goals or preferences of the consumer.Conpago records the consumers' use of services and their feedback; which can be incorporated into planning reviews to ensure the most current and propriate care.

Standard 3
Personal care and clinical care

1 Consumer outcome

I get personal care, clinical care, or both personal care and clinical care, that is safe and right for me.

2 Organisation statement

The organisation delivers safe and effective personal care, clinical care, or both personal care and clinical care, in accordance with the consumer’s needs, goals and preferences to optimise health and well-being.

RequirementResponse Conpago Suite
3a Each consumer gets safe and effective personal care, clinical care, or both personal care and clinical care, that: i) is best practice; and ii) is tailored to their needs; and iii) optimises their health and well-beingConpago offers consumers access to health activities, telehealth and community services that match their preferences and personal care needs.
3b Effective management of high-impact or high-prevalence risks associated with the care of each consumer.Conpago customer management enables oversight of services provided to consumers for risk assessment.
3c The needs, goals and preferences of consumers nearing the end of life are recognised and addressed, their comfort maximised and their dignity preserved.Conpago gives providers visibility over a consumer's preferences and care trends, allowing for personalised services to be planned and delivered.Conpago members have their own profiles and health goals, allow carers to tailor services to individual consumer needs.
3e Information about the consumer’s condition, needs and preferences is documented and communicated within the organisation, and with others where responsibility for care is shared.Care providers with access to the Conpago dashboard have visibility of consumers current member profile show their current condition, requirements and goals.
3f Timely and appropriate referrals to individuals, other organisations and providers of other care and services.Conpago alerts consumers and care providers of upcoming care appointments as well as providing a view of future appointments.

Standard 4
Services and supports for daily living

1 Consumer outcome

I get the services and supports for daily living that are important for my health and well-being and that enable me to do the things I want to do.

2 Organisation statement

The organisation provides safe and effective services and supports for daily living that optimise the consumer’s independence, health, well-being and quality of life.

RequirementResponse Conpago Suite
3a Each consumer gets safe and effective services and supports for daily living that meet the consumer’s needs, goals and preferences and optimise their independence, health, well-being and quality of life.Conpago allows consumers to articulate their personal needs and preferences, helping to convey their identity and preserve their culture and dignity.
3b Services and supports for daily living promote each consumer’s emotional, spiritual and psychologicalConpago helps consumers maintain personal connections with their family, friends, community and carers. These connections are vital to ensuring the mental and emotional health of consumers.
3c Services and supports for daily living assist each consumer to: (i) participate in their community within and outside the organisation’s service environment; and (ii) have social and personal relationships; and (iii) do the things of interest to them;Conpago facilitates connections both within and external to the provider's services environment. This includes community groups as well as personal connections.
3d Information about the consumer’s condition, needs and preferences is communicated within the organisation, and with others where responsibility for care is shared.Conpago track the consumers' preferences and make this information available to approved staff.
3e Timely and appropriate referrals to individuals, other organisations and providers of other care and servicesConpago alerts consumers and care providers of upcoming care appointments as well as providing a view of future appointments.

Standard 5
Organisation’s service environment

1 Consumer outcome

I feel I belong and I am safe and comfortable in the organisation’s service environment.

2 Organisation statement

The organisation provides a safe and comfortable service environment that promotes the consumer’s independence, function and enjoyment.

RequirementResponse Conpago Suite
3a The service environment is welcoming and easy to understand, and optimises each consumer’s sense of belonging, independence, interaction and function.Conpago helps to build and maintain independence through interactions with the community and their personal support network.
3c Furniture, fittings and equipment are safe, clean, well maintained and suitable for the consumer.Conpago allows consumers to submit maintenance requests for services or equipment, alerting the provider to remediate the issue.

Standard 6
Feedback and complaints

1 Consumer outcome

I feel safe and am encouraged and supported to give feedback and make complaints. I am engaged in processes to address my feedback and complaints, and appropriate action is taken.

2 Organisation statement

The organisation regularly seeks input and feedback from consumers, carers, the workforce and others and uses the input and feedback to inform continuous improvements for individual consumers and the whole organisation.

RequirementResponse Conpago Suite
3a Consumers, their family, friends, carers and others are encouraged and supported to provide feedback and make complaints.Consumers can give feedback and make complaints within the Conpago Companion app.
3b Consumers are made aware of and have access to advocates, language services and other methods for raising and resolving complaints.Conpago has an inbuilt language setting to help members to communicate in their language and will automatically be translated to carers / care providers.
3d Feedback and complaints are reviewed and used to improve the quality of care and services. Conpago gives providers visibility over feedback and complaints to help remediate and enhance their care and service offerings.

Standard 7
Human resources

1 Consumer outcome

I get quality care and services when I need them from people who are knowledgeable, capable and caring.

2 Organisation statement

The organisation has a workforce that is sufficient, and is skilled and qualified, to provide safe, respectful and quality care and services.

RequirementResponse Conpago Suite
3a The workforce is planned to enable, and the number and mix of members of the workforce deployed enables, the delivery and management of safe and quality care and service.Conpago Services feature enables providers to allocate permanent and casual care workers to coordinate the delivery of services to consumers
3b Workforce interactions with consumers are kind, caring and respectful of each consumer’s identity, culture and diversity.Conpago messaging feature allows carers to have personal communication with consumers, promoting an open dialogue. Phone care services can be recorded for administrative and training purposed if required.
3c The workforce is competent and members of the workforce have the qualifications and knowledge to effectively perform their roles.Conpago alerts consumers and care providers of upcoming care appointments as well as providing a view of future appointments.
3e Regular assessment, monitoring and review of the performance of each member of the workforce.Conpago Services feature will allow administrators to produce a comprehensive reporting on services delivered by their workforce.

Standard 8
Organisational governance

1 Consumer outcome

I am confident the organisation is well run. I can partner in improving the delivery of care and services.

2 Organisation statement

The organisation’s governing body is accountable for the delivery of safe and quality care and services.

RequirementResponse Conpago Suite
3a Consumers are engaged in the development, delivery and evaluation of care and services and are supported in that engagement. Consumers can give feedback and make complaints within the Conpago Companion app.Conpago allows seniors to rate and provide feedback on the services delivered by cares or allied health providers.
3b The organisation’s governing body promotes a culture of safe, inclusive and quality care and services and is accountable for their delivery.Conpago delivers extensive reports to providers to facilitate quality and compliance reviews of services delivered.
3c Effective organisation wide governance systems relating to the following: (i) information management (ii) continuous improvement (iii) financial governance (iv) workforce governance, including the assignment of clear responsibilities and accountabilities (v) regulatory compliance (vi) feedback and complaints.Conpago allows seniors to rate and provide feedback on the services delivered by cares or allied health providers. Conpago delivers extensive reports to providers to facilitate quality and compliance reviews of services delivered.