Jul 30, 2025
How Catholic Care Wollongong Built a Digital Fabric That Connects Everyone — And Got Ready for Reform
As aged care providers navigate flat indexation, wage increases, and mounting regulatory demands, CatholicCare Wollongong has shown what's possible when digital communication is done right.
Facing the looming Support at Home reforms, CatholicCare didn't just digitise — they reimagined how clients, families, and staff connect.
The Challenge
Admin time was increasing. So were missed messages and client confusion. Families wanted clarity. Staff were busy. Letters, voicemails, and manual updates couldn't keep up with real-time expectations — or with the compliance environment coming fast.
CatholicCare needed a solution that improved experience, reduced admin overhead, and ensured the organisation was well-positioned for reforms requiring evidence, choice, and transparency.
The Approach: A Digital Fabric for Home Care
After reviewing options, CatholicCare partnered with Hayylo — a communication platform purpose-built for aged care — to create a unified digital experience. Within six weeks, they had:
- Connected real-time scheduling to clients via app, SMS, email, or voice — no extra work for staff.
- Deployed a central service desk that tracks and timestamps every interaction, producing a searchable audit trail.
- Trained Client Support Workers to onboard clients in the home, helping even non-digital users stay connected.
This wasn't another app drop — it was a human-led rollout designed to reach everyone, on their terms.
The Results (First 4 Weeks)
- ? Every active client received real-time updates.
- ? Call volume dropped 28%.
- ? Savings reached > five figures.
- ? 100% of changes and approvals were auto-logged for audit readiness = nothing missed.
- ? Clients and families reported stronger confidence and clarity.
Most importantly, the new approach didn't require replacing any core systems. It simply layered the right tools around existing infrastructure — a plug-in to better care.
Why It Matters
Support at Home will reward providers who can prove service delivery, support choice, and reduce friction. CatholicCare's journey shows that the key enabler isn't a case manager or a client app — it's seamless, evidence-ready communication that connects everyone.
And that kind of connection doesn't come from legacy portals or one-way SMS tools. It takes purpose-built infrastructure — and a human-centered rollout.
Final Word
This wasn't a tech project. It was a better way to work, together. CatholicCare's "digital fabric" now underpins the kind of visibility, inclusion, and efficiency every provider will need in 2025 and beyond.