Support at Home is changing how aged care providers organise services and support – and as these changes progress, one issue is fast becoming a pressure point: supporting older Australians to access assistive technology quickly enough to stay safe at home. Indigo’s AT2GO Support at Home platform helps providers do just that, with a strong focus on fast processing and delivery, access to quality products from reputable suppliers, and less administration for busy teams.
Assistive technology (AT) is more than equipment. It can make everyday activities safer and easier, from moving around the home and showering safely to preparing meals and managing daily routines with greater confidence.
When AT is delayed, the effects are felt quickly. People may lose confidence, families may need to provide more support, and providers can spend more time managing urgent workarounds. Timely access to the right products is therefore not just convenient, it is essential to quality care.
Indigo Director of Assistive Technology Initiatives Bernadette Mitchell-Armstrong says that while AT is essential, sourcing and supplying it can still be time-consuming and complex for providers.
“Providers are telling us they need a faster, simpler way to source assistive technology,” she says. “Many are managing multiple suppliers, approval steps and changing requirements, which can create delays and add to administration,” she says.
“Even relatively simple items such as falls alarms or kitchen aids can be difficult to arrange when funding and procurement processes are unclear or fragmented, and delays in access to assist technology can have a serious impact on people’s safety, confidence and independence.”
Bernadette says the key question for providers is simple: how can the system help get the right products to clients faster and with less paperwork?
“We need to look at the practical steps involved in ordering, approving, delivering and reconciling equipment,” she says. “That’s where delays and extra administrative work can build up, and where better systems can make the biggest difference.”
Why fast access to assistive technology matters
Bernadette says providers often understand what needs to be done, but the steps involved can slow things down. Finding suitable products, comparing options, checking eligibility, arranging approvals, organising delivery and processing invoices can all take valuable time. For staff, this means more administration. For clients, it can mean waiting longer for support that could improve safety and independence.
She says this is an important risk area for older Australians and the services that support them.
“When access to AT is delayed, the impact can be felt across the whole care journey,” she says. “It can increase risk, place more pressure on carers and staff, and lead to extra support needs that may have been avoidable with timely equipment.”
How AT2GO helps providers and clients
AT2GO has been developed as a practical portal for Support at Home providers, making it easier to source and order assistive technology through one streamlined pathway. The focus is on helping staff work more efficiently while helping clients receive suitable products sooner.
Through its role as the national GEAT provider under the Commonwealth Home Support Programme (CHSP), Indigo supports more than 70,000 older Australians each year across every state and territory in receiving helpful products and equipment. More than 90% of assistive technology is delivered within two weeks, demonstrating the scale, speed and reliability behind the service.
This experience has helped Indigo build strong supplier networks and dependable delivery pathways, including in regional and remote areas, so providers can source quality products from reputable suppliers with greater confidence.
It has also provided valuable insight into where delays, duplication and unnecessary administration can occur, and how a more coordinated approach can reduce that burden.
“As a sector, we don’t need to keep solving the same problems over and over,” says Bernadette.
“We’ve learned from experience and used those lessons to create a simpler way for providers to source equipment and support clients without unnecessary delays.”
The AT2GO Support at Home platform enables registered providers to source and order assistive technology for their clients through a simple, streamlined portal.
Key benefits include access to products that meet Support at Home AT-HM scheme guidelines, a network of reputable supply partners, competitive pricing, delegated authorisation for equipment requests, and a central dashboard to track orders, delivery updates and accounting information. Together, these features help reduce paperwork, simplify procurement and support faster processing from request to delivery.
Bernadette explains: “A single associated provider contract with Indigo means providers can manage multiple AT needs for one client in one place, on one website, with one invoice – whilst still providing clients with choice of supplier, brand and equipment they may prefer within identified need.”
“As reform continues, having a more integrated and efficient way to procure AT is becoming essential for providers who want to deliver responsive, high-quality support.”
Built with the sector in mind
Indigo’s approach is shaped by the real experiences of providers, prescribers and clients. Ongoing feedback helps inform platform improvements and supports a service model that is practical, responsive and easier to use in day-to-day aged care delivery.
This feedback is also helping shape future enhancements, including direct payment links for providers and invoices with the codes needed for funding reconciliation through Services Australia, both designed to save time and reduce administration.
Supporting independence at home
Bernadette says that if Support at Home is to deliver on its promise, timely access to assistive technology must be treated as a core part of service delivery.
“AT is one of the most practical ways to support independence at home,” she says.
“But to achieve the best outcomes, the pathway needs to be clear, reliable and fast.”
“We are proud to support the aged care sector as a trusted partner, bringing experience, reliable systems and proven delivery capability to help providers navigate reform with confidence.”
Bernadette says Indigo understands both the opportunities and the pressure points involved in supplying AT at scale, having supported tens of thousands of older Australians across the country each year.
“We’ve learned what works, so providers can spend less time navigating procurement and more time supporting clients.”
“Ultimately, this is about what matters most – helping older Australians stay safe, independent and living at home for longer.”
