Our Approach

From day one, you’ll have access to iCareHealth services – professional implementation and training consultants, a friendly support team, helpful resources, user groups and a 24/7 Help Desk to ensure a smooth transition and your ongoing success.

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Software implementation, second to none

What are the secrets behind our award-winning implementation process? There are three.

1. Best practice project and change management principles.
2. Simple and efficient action plans, tracked and managed regularly
3. Clear and open communication with our clients

Above all, we realise that your highest priority is to provide unwavering, exceptional care and we never lose sight of this. It is our highest priority to ensure minimal disruption to your delivery of care throughout the software implementation process.

Planning for success

A smooth, hassle-free integration of iCareHealth software is made possible with the Implementation Planning Study – the first step in every implementation process.

No two aged care providers are the same so prior to starting software implementation, our team conducts in-depth research to gain an accurate understanding of your organisation. This research focuses on business objectives and processes, clinical and management practices, staff management and administration, as well as existing technologies.

With these valuable insights, we develop a comprehensive Implementation Planning Study, which is tailored exclusively for your organisation. The study enables us to highlight any possible risks and challenges, recommendations, opportunities, success factors, key milestones and proposed critical paths for the project.

Delivered on time, on budget

For iCareHealth, minimal disruption means that we strive to complete software implementations on time and on budget. Over the past 10 years, we have successfully set up our software systems for a satisfied client base of aged care providers across Australia. We have developed an impeccable reputation of observing the tightest budgets and time frames, while delivering the highest level of service. Our approach is flexible and scalable, and we have the skills and resources to effectively guide any aged care provider through the implementation process – from a 20 bed stand-alone facility to a large scale international provider.

iCareHealth holds the award for completing the largest software implementation – over 5000 beds across six regions – in aged care, on time and under budget.

Training based on your organisation’s needs

iCareHealth provides much more than software. We’re committed to offering you and your team the highest quality training and ongoing guidance and support – from computer basics right through to using the most powerful features of our products.

Leading with a change management approach

One of the greatest challenges associated with the implementation of new technology is the fear of change from the staff member’s point of view. We understand that to successfully facilitate change, a dedicated change management approach with appropriate communication, training and ongoing support for staff is essential.

To help your team embrace technology enhancements and achieve goals quickly and easily, our approachable implementation and training consultants conduct staff surveys in order to determine IT literacy and competency as well as gain an understanding of staff expectations.

Whether your staff members are experienced computer users, beginners, or somewhere in between, you can be sure that iCareHealth has the necessary skills and experience to provide a fully customised training  solution to your organisation.

Staff computer skills and competencies

For computer novices, iCareHealth can assist with early learning guides that help develop competency and confidence in computer basics, prior to software training. While those with higher levels of computer literacy can move immediately onto our highly successful ‘Train the Trainer’ program. At the close of the program, these staff members will be equipped with the necessary skills to deliver training to others within your organisation.

Our approach to delivering training and change management has been tried and tested, with a satisfied client base of over 750 aged care facilities around the country.

iCareHealth Help Desk provides 24/7 support

A core value of iCareHealth is to provide a quality experience for our clients. This is why our experienced and friendly support team are standing by to help, anytime you need it.

We understand that in this industry, you often work beyond the standard business hours of 9.00am to 5.00pm. For this reason, the iCareHealth Help Desk available for our clients 24 hours a day, seven days a week. If support is not required urgently, clients can also submit a support request to the iCareHealth Help Desk via email or an online form, and a member of our support team will respond as quickly as possible.

You might also like to read through some of the Frequently Asked Questions that cover the most common iCareHealth Helpdesk enquiries.


What our clients say…

Royal Freemasons’ Benevolent Institution, New South Wales – “I would like to express my heartfelt thanks to the iCareHealth Helpdesk team for your commitment to assisting myself personally and RFBI as a whole. I can completely relate to the challenges of working in IT (even though I am a Nurse!) and your team handle situations with complete professionalism.” – Yvonne Donaldson, Clinical Systems Trainer


iCareHealth User Groups – just for clients

iCareHealth User Groups are once-a-year meetings designed to provide our clients with an opportunity to come together and openly discuss iCareHealth’s products and services. At the User Group meetings, clients are encouraged to network, share ideas and tips and learn from each other’s experiences. iCareHealth User Groups are free for clients, and held in each state across Australia.

User Groups also provide us with a valuable opportunity to listen to our client’s feedback and suggestions. This information is then used to improve our products, as well as influence future plans and schedules to ensure that we continue to provide the practical solutions for our clients.

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