Name: Suzanne Hall 
Title: Chief Information Officer
Company: Baptcare
Commenced role: May 2023
Reporting line: Chief Executive Officer
Member of the executive team: Yes
Technology Function: 60 staff, 8 direct reports
 
 
is a large not-for-profit aged care provider across Victoria, Tasmania and South Australia with a workforce of more than 4,000 people. It provides residential aged care, community in home care, retirement living as well as family, children, disability and community services.
 
Under the leadership of Chief Information Officer Suzanne Hall, Baptcare’s technology team has delivered significant advancements over the past 12 months, including the implementation of the Community Care Platform (CCP) – an end-to-end Home Care solution, the first of its kind in the aged care sector.

“The CCP enhances the customer experience and the lives of older Australians by reducing effort at every interaction,” Hall explains. “When our customers reach out, we can instantly identify their services, financial status, and history, enabling us to respond with full knowledge of their care needs and preferences.”

The CCP ensures information is captured once and flows seamlessly through the system, eliminating duplication. The onboarding process is paper-free, with quotes and documentation created alongside the customer for e-signature. Individualised care plans are converted to jobs with automated worker matching, and service notes from care plans are shared between care managers and workers via a mobile app, significantly improving care team efficiency and customer outcomes.

Fully integrated with Baptcare’s Human Resources, Core Finance, and Procurement systems, the CCP also features a custom billing engine that ensures efficient and accurate processing of payroll, supplier payments, and customer financials. This streamlined approach allows staff to focus more on customer care rather than administrative tasks, enhancing both productivity and the customer experience. The CCP’s flexibility around processes, rather than roles, has also transformed Baptcare’s operating model, providing customers with a single point of contact throughout their care journey.

One of the CCP’s key strengths, according to Hall, is its ability to adapt to the changing needs of elderly clients. Whether customers require a new service or modifications to existing ones, the system facilitates rapid adjustments through auto-matching or inviting shift bids via mobile. Additionally, the CCP ensures financial transparency with daily updates on available balances and expenses, offering customers peace of mind.

The rollout of the CCP has delivered impressive results across Baptcare’s operations. It has driven efficiencies in care team rostering, halving the time needed to complete schedules. Improved care consistency has led to improved customer satisfaction, and back-office processing time has been reduced by up to 75 per cent. Real-time budget tracking allows customers to maximise their care package spending. Additionally, the data and integration platforms introduced by the CCP project are now being extended to other programs, such as Family, Children’s, and Mental Health community services, with further benefits expected.

The CCP has garnered external recognition, showcased at industry events like the Salesforce World Tour and Digital Health Festival. It received a Highly Commended Award at the Aged Care Innovation and Technology Across Care Awards for ‘Excellence in Technology Implementation’.

External and sector-level influence

Over the past year, Baptcare has actively engaged in IT sector-wide advocacy, aligned with its strategy to be an influential leader in innovation and knowledge-sharing within the community. Hall and her team have been instrumental in shaping perceptions of the not-for-profit sector, showcasing the vital role technology plays in aged care.

Hall has also focused on challenging industry stereotypes, using her platform to inspire younger women in technology and promote diversity. “Influencing change and demonstrating what is possible in aged care is crucial as we face an ageing population and a shrinking workforce,” she notes. Her contributions to external influence have included conference presentations, industry mentoring, and participation in the Aged Care Industry Information Technology Council National Roundtable.

Internal leadership and collaboration

Within Baptcare, Hall’s collaborative leadership style has made her a trusted advisor across all levels of the organisation. She has worked closely with executives, the CEO, and the Board on the development of key strategies, including business intelligence, cybersecurity, and AI. Regular engagement with the Board and staff, including site visits to residential care facilities, has fostered strong connections throughout the organisation.

Hall is also committed to creating an inclusive workplace culture. Over the past year, multiple initiatives have been introduced to strengthen Baptcare’s employee value proposition and team engagement. These include employee engagement surveys, salary reviews aligned with industry benchmarks, and training programs for all IT staff. Flexible work arrangements, such as remote working and flexible hours, are offered to ensure work-life balance, while open communication and team celebrations foster a collaborative environment.

“Working in the not-for-profit aged care sector allows every team member to make a meaningful difference to the lives of our people, our customers and the community every day,” says Hall. “This sense of purpose has led to greater fulfilment, engagement, and high retention rates within the team.”