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10 October 2024

YouGov data confirms digital platforms drive choice, control, and trust in care and support sector

Mable has released an in-depth White Paper based on independent research by YouGov, investigating the experiences of support workers, aged care clients, and NDIS participants.

The White Paper highlights the transformative role online platforms play in increasing individual choice, control, and satisfaction in Australia's care and support sector. The data reinforces the benefits of self-management and self-employment models facilitated by online platforms, and demonstrates how to address critical sector issues and unlock productivity.

Key findings include:

  • Improved Match Quality: Among those who have used both online platforms and traditional providers, 80% of aged care clients and 56% of NDIS participants believe the best match with a support worker was made via an online platform.

  • Greater Choice and Control: Aged care clients who predominantly use online platforms demonstrate a much higher likelihood of strongly agreeing that the ability to choose services and support workers is important (91% vs 58% for traditional provider users).

  • Enhanced Trust: Users of online platforms also report higher levels of trust, with 79% of aged care clients and 80% of NDIS participants who predominantly use platforms strongly agreeing they trusted their support workers had the best intentions for them, compared to 55% and 53% respectively for those predominantly using traditional providers.

  • Satisfaction with Control: Participants using online platforms reported significantly greater satisfaction with their level of control over key service elements, compared to those booking directly with traditional providers:

    • Scheduling: 72% of aged care clients (vs 34%) and 76% of NDIS recipients (vs 35%) were very satisfied with control over when services are delivered.

    • Provider Choice: 70% of aged care clients (vs 36%) and 76% of NDIS recipients (vs 37%) were very satisfied with the control they had over who provided the services.

    • Cost Transparency: 48% of aged care clients (vs 27%) and 62% of NDIS recipients (vs 29%) were very satisfied with control over the hourly pay rate for support services.

The White Paper concludes that innovation and new thinking are vital for transforming the sector and establishing better standards of care and support in response to the shift towards individualised funding and consumer choice.