In early November 2024, Brisbane hosted the AI: Transforming & Revolutionising Community Care National Conference, drawing over 100 delegates from across the aged care and community care sectors. The event showcased how artificial intelligence (AI) is reshaping the industry, from improving client experiences to boosting operational efficiency.

AI Empowering Vulnerable Communities

A standout presentation came from Dr Graham Ferguson, a senior lecturer at Curtin University, who detailed his team’s pioneering work using AI to enhance client surveys and care assessments. Over the past year, the team conducted 8,000 interviews with aged care residents, employing AI to process and analyse the data. The research aimed to empower “vulnerable consumers”, including aged care residents, by giving them greater agency in advocating for their needs.

Dr Ferguson’s work centred on how service design impacts resident experiences, gathering feedback from residents across five aged care centres. For example, researchers examined dining experiences by asking questions such as:

• What is your experience of food here?
• Is the texture or flavour good?
• Do you enjoy the dining experience?

Key Findings

The findings revealed both opportunities and challenges. While providers had introduced new dining options, many residents struggled to perceive or articulate the improvements. This highlighted the complexity of translating service changes into tangible experiences for residents.

AI proved instrumental in aggregating data, but its limitations were evident. Dr Ferguson compared AI to an “intern”—capable of assisting but requiring significant human oversight. Major challenges included:

• Privacy concerns: Ensuring participant consent and safeguarding anonymity.
• Accuracy issues: AI occasionally misinterpreted data, particularly in analysing literature, where errors in citations were common.

“AI is a tool, not a replacement,” Dr Ferguson noted, emphasising the continued need for human insight in interpreting results and ensuring data integrity.

Industry Panel: Practical Applications and Ethical Considerations

A panel discussion following Dr Ferguson’s presentation brought together industry leaders, including Robert Covino, founder of Mirus Australia. The panel explored the practical applications of AI, with Mr Covino highlighting its ability to transform unstructured data into actionable insights, particularly for administrative and regulatory reporting tasks.

However, Mr Covino cautioned against premature reliance on AI for clinical decision-making without proper governance. With the new Aged Care Act introducing stricter requirements around traceability, he urged providers to focus on applications that align with compliance standards.

Strategic Insights

• Operational Focus: AI is particularly effective for non-clinical tasks, such as logistics and workforce management.
• Governance First: Any AI application must prioritise data privacy, transparency, and regulatory compliance.
• Future Readiness: Providers that adopt AI thoughtfully will position themselves for sustainable success.

Key Takeaways for Providers

Facilitator Anne Livingstone, executive director of Global Community Resourcing, summarised the conference’s main lessons:

• Evidence of Impact: AI has already delivered measurable benefits, including improved client outcomes, greater efficiency, and targeted service delivery.
• Practical Implementation: Delegates engaged with hands-on examples of AI in case management, staff coordination, and operational planning.
• Strategic Planning: Providers must identify the most critical issues to address with AI and allocate resources effectively.

Ms Livingstone stressed that integrating AI is no longer optional. “Any provider who is not clearly considering AI across all aspects of their operations is behind the game,” she said.

Practical Next Steps for Providers

Here’s a list of practical next steps that aged care providers can take based on the insights from the AI: Transforming & Revolutionising Community Care National Conference:

1. Evaluate Current Processes

• Identify Opportunities: Conduct an internal audit of current workflows, client services, and data management to pinpoint areas where AI could add value (e.g., client surveys, logistics, or staff scheduling).
• Prioritise Impactful Areas: Focus on high-impact areas such as improving resident experiences or streamlining administrative tasks.

2. Pilot AI in Non-Clinical Applications

• Start Small: Implement AI tools for administrative and regulatory reporting tasks where there is less risk.
• Test Effectiveness: Use pilot programs to measure how AI performs in handling unstructured data, automating repetitive tasks, or generating insights from resident feedback.

3. Address Privacy and Consent Concerns

• Review Data Policies: Ensure compliance with data protection regulations, including robust consent processes and anonymisation practices.
• Educate Staff and Residents: Provide clear explanations to staff and residents about how AI handles data and how privacy is safeguarded.

4. Incorporate Human Oversight into AI Use

• Define Human Roles: Assign specific roles for staff to validate AI outputs and make final decisions based on AI-generated insights.
• Regular Reviews: Establish processes to regularly review AI-generated data for accuracy and relevance.

5. Build Governance Structures

• Create AI Guidelines: Develop a framework for responsible AI use, including ethical considerations, data governance, and compliance with the Aged Care Act.
• Monitor Compliance: Establish systems to track AI use, ensuring it adheres to traceability and accountability standards.

6. Invest in Staff Training

• Upskill Staff: Train employees on AI tools and their potential benefits, including how to interpret AI outputs and use them effectively in day-to-day tasks.
• Promote Confidence: Address concerns about AI replacing jobs by demonstrating how it complements human work rather than replacing it.

7. Enhance Resident Feedback Mechanisms

• Improve Surveys: Use AI to design smarter client surveys that ask meaningful questions and provide actionable insights.
• Simplify Participation: Make feedback processes user-friendly, especially for older residents who may struggle with technology.

8. Develop Strategic AI Plans

• Align AI with Goals: Ensure that AI initiatives align with broader organisational strategies, focusing on resident outcomes and operational efficiency.
• Plan for Scalability: Start with small, manageable projects but have a roadmap for scaling AI applications as capabilities grow.

9. Collaborate with Experts

• Partner with Researchers: Engage with institutions like Curtin University or other AI specialists to stay informed about emerging technologies.
• Join Industry Networks: Participate in industry forums and conferences to share knowledge and learn from peers.

10. Stay Agile and Innovative

• Test Emerging Tools: Explore and test new AI applications as they become available to maintain a competitive edge.
• Monitor Industry Trends: Keep track of advancements in AI and changes to regulatory requirements to stay ahead of the curve.

By taking these steps, providers can start to integrate AI thoughtfully and effectively, ensuring it enhances both resident experiences and operational efficiency while maintaining ethical standards.

Looking Ahead

The conference underscored that while AI offers significant opportunities, its success depends on balancing innovation with ethical responsibility. Providers must focus on high-impact, evidence-based applications and ensure that AI serves as a complement—not a substitute—to human expertise.

For those in aged care, now is the time to explore AI’s potential to improve experiences for residents and streamline operations. By embracing AI thoughtfully and strategically, providers can help shape a future of care that is both efficient and deeply human.