The Client
Adina Care is a community-based, not-for-profit aged care facility that has been operating since 1986. They offer permanent residential care, respite care, dementia support, independent living options (through Adina Court), and palliative care services for older people in Cootamundra NSW and surrounding areas.
The organisation is committed to providing a safe, welcoming environment for residents, with a focus on compassionate support, an enhanced quality of life, and a strong sense of community.
They have 115 staff, including qualified nurses, carers, hospitality staff, lifestyle coordinators, and support personnel.
Their Challenges
- The organisation was using three separate IT providers to manage their technology infrastructure.
- Service delivery was inconsistent and response times were slow.
- There was confusion around responsibility when technical issues came up – which delayed resolution and affected daily operations.
- There was a lack of integrations between systems.
- They weren’t confident in the consistency of cyber security protocols.
Our Solution
- Reliable managed IT and cyber security services.
- Streamlined, integrated IT operations.
- Simplified and reduced costs.
- An improved IT experience for staff.
Technology plays a critical role in aged care organisations, ensuring processes run smoothly and allowing staff to manage resident care plans, medication administration, clinical documentation, compliance, and communication. When something goes wrong, IT issues don’t just cause downtime – they directly affect staff and residents.
This had become a reality for Adina Care, who were relying on three separate companies to manage IT infrastructure. This spanned computers, servers, networking, clinical software, telecommunications, and support. As a result of this arrangement, the organisation was dealing with increased operational costs and inefficiencies had surfaced across clinical care, administration, communication, and day-to-day processes.
Staff needed to coordinate between different providers and were regularly dealing with inconsistent service delivery and communication, slow response times and problem resolution, platforms that weren’t connected, and uncertainty around who was responsible when something went wrong. Sam McNally, Residential Services and Compliance Manager, reflects “This reduced efficiency and diverted valuable time away from core operational and resident care priorities.”
These issues around accountability, communication, and support were amplified when Adina Care had previously attempted to change providers. This resulted in stress for staff, and delays caused by a lack of information sharing and effective handover.
Another area of concern was cyber security and system oversight. “With multiple providers managing different components of the IT environment, maintaining consistent security protocols, software updates, access controls, and monitoring processes became more complex.”
The Search for a Reliable IT Provider
When IT was causing daily headaches for staff and affecting long-term planning, it became clear change was needed. Adina Care began the search for a new IT partner, with a focus on finding a company who could deliver on reliability, responsiveness, accountability, integration, cyber security, and strategic support.
When Adina Care’s new CEO was appointed, this change became a priority – and they had a local managed service provider (MSP) in mind. Hi Tech ITworX. The CEO had worked with the MSP in the past, and had firsthand knowledge of their proven ability to support an aged care organisation’s operational environment. The existing professional relationship also ensured Adina Care understood and trusted in the MSP’s commitment to proactive IT and cyber security, responsive support, technical expertise, strong communication, and integrated systems management.
They stood out from past IT providers with the ability to deliver a complete IT solution, and a commitment to working alongside the Adina Care team to build a strong partnership. Sam comments, “Unlike previous providers, they took the time to understand the organisation’s operational environment, the complexities of aged care, and the importance of reliable systems in supporting staff and resident care.”
The MSP’s focus on proactive maintenance, cyber resilience, and alignment of IT with business goals were also strong differentiators. Sam reflects, “Their approach provided greater confidence that systems were being managed proactively, risks were being monitored effectively, and future technology needs were being considered as part of a broader organisational strategy.”
A Smooth, Supported Onboarding Process
From the moment they came onboard, Hi Tech ITworX were able to provide peace of mind for the aged care organisation – even during the complex process of moving from three IT providers to a single, integrated system. They achieved this with a firm understanding of the challenges involved, accountability and taking ownership of issues, clear communication, and a strategic plan.
The process involved an in-depth review of the existing IT environment across infrastructure, software systems, networking, telecommunications, cyber security, clinical platforms, and support. This was critical for the MSP to spot gaps, inefficiencies, and the areas where systems weren’t working together. From here, they moved forward with a staged transition plan that minimised operational risk and ensured critical systems would remain available.
“Hi Tech ITworX managed the onboarding and consolidation process through a structured, collaborative, and highly responsive approach that focused on minimising disruption while improving system performance and operational efficiency. It was a reasonably seamless process, with the only delays being caused by previous providers,” says Sam.
The Hi Tech ITworX Difference
Since working with Hi Tech ITworX, Adina Care have improved cost efficiency, reduced complexity, and noticed significant improvements in operational efficiency, system reliability, communication, and technology management.
This partnership has transformed their staff’s IT experience. From computers to networking and internet services, the critical IT systems required to deliver safe, effective resident care have become more dependable. “The organisation has greater confidence in the reliability, security, responsiveness, and overall management of its systems.”
Staff now have a single point of contact for their IT support needs, and are confident in their ability to access timely assistance and move past technology roadblocks. “They’ve consistently gone above and beyond by ensuring technicians are readily available online, over the phone, or onsite to provide immediate support. Their team maintains strong communication throughout this process, and regularly follows up with staff to ensure tickets have been fully resolved and systems are operating effectively.”
This partnership has enabled Adina Care to move past a reactive IT model. With Hi Tech ITworX in their corner, the team have been able to access expert guidance, identify future needs, and develop a long-term technology strategy that aligns with business goals. This has provided more structure and visibility, and ensures technology will keep pace with the organisation’s needs now and into the future.
Another benefit has been the MSP’s ability to manage vendor relationships, ensuring new systems can be implemented smoothly and operational disruption is minimised.
A Trusted Partner for Future Growth
Today, Hi Tech ITworX are Adina Care’s trusted technology partner. This provides peace of mind for the aged care organisation, who know they can rely on the MSP to support future growth, systems that run smoothly, and technology development. In a day-to-day capacity, it also means they can rely on secure, dependable systems that support resident care, safety, and communication. As a result, staff can focus on what really matters – not IT that slows them down.