How Ideagen has helped The Shoreline transform its compliance processes through digitisation.

The challenge

When The Shoreline began operating, its systems were heavily reliant on manual processes and basic digital solutions.  

“We were heavy excel spreadsheet users. Everything was a very manual task with a paper-based system, or if we had digitised, it had only gone to the first step of digitisation,” says Owen Lednor, General Manager of The Shoreline. 

Director of Care, Aurielle Reyes, agrees. 

“We have a lot of papers; documents everywhere. So, by removing those paper processes that we have, it makes a streamlined process and makes it easier for us to deal with every day.” 

Adding to the complexity was the need to ensure real-time monitoring, reporting and incident management in a fast-paced, compliance-heavy environment. With the responsibility of overseeing the safety and satisfaction of residents, families and staff, a robust system was essential for staying ahead of risks while maintaining operational efficiency.

The solution

After a comprehensive market review, The Shoreline identified Ideagen Policy Logic as the clear choice for its needs with benefits including:  

• Risk monitoring tools, such as risk assessments and risk monitoring reviews, that provide real-time updates and feed directly into broader reviews for board-level reporting 
• Streamlined feedback management enabling faster and more structured responses to complaints, compliments and other feedback 
• Ease of use ensuring staff adoption and quicker integration into daily operations  
• Enhanced organisational consistency supporting adherence to mandatory industry compliance standards 

The Shoreline’s team says Ideagen was a standout from the start of its search for a software provider. 

“We did a lot of market review, looked at a lot of other products and the clear winner was always Ideagen. It was a market leader, others were using it and it just worked. It worked from the get go,” says Owen. 

The results

Since implementing Ideagen, The Shoreline has achieved remarkable outcomes and improvements in several areas. One of these being a significant increase in feedback from the most important stakeholders, residents and their families. 

Using Ideagen, The Shoreline now receives three times the amount of feedback and complaints compared to their old paper-based system.  

“Families who may not be locals, they can give us feedback and real time information straight through that system in a logged way that we can use for multiple different cases,” says Owen. 

The Shoreline’s ability to identify and address risks has also significantly improved. With real-time risk assessments and automated reporting, the system ensures risks do not go unaddressed and the facility remains compliant.  

“The main reason why we chose the software is because we’ve identified risk, we have flagged them and now having a better software in place makes our job easier. 

“The software itself helps us with consistency for compliance. It gives me peace of mind that I know for a fact that a task has been actioned,” says Aurielle. 

With streamlined processes and accessible digital tools, The Shoreline’s staff is now supported better than ever. Administrative tasks that once took hours can now be completed in minutes, freeing up time to focus on delivering high-quality care for residents. 

“Ideagen has really built for us a foundation for where we want to work forwards from. We have the systems and structures in place now, we have the training, we have the staff supported, we now have three times the engagement rates. That change alone is worth millions,” says Owen. 

The Shoreline team encourages any organisation in the aged care sector looking to improve its compliance processes to implement Ideagen.