Culture and Purpose: Systematised Service at Inala Primary Care

Jessica Genio-Ignacio

22 November 2019    |   

What do you do when the roster system you’ve been using isn’t improving productivity as much as you thought? Inala Primary Care has found a solution. The independent, not-for-profit General Practice operates in Queensland, where it serves the general public and acts as a charity for marginalised members of the local community. Their approach to workforce management and improving productivity is to check back on their core values: “We will change, learn, and grow.” From 7:30 AM to 5:00 PM each day, everyone working at Inala experiences “lots of people, lots of joyous moments, and lots of hard moments, because we’re dealing with people and their lives and helping them be the best they can be every day,” as CEO Tracey Johnson puts it. The key to keeping spirits up, maintaining a joyous atmosphere, and delivering the best possible care to patients is an interplay of culture and systems that Inala Primary Care has honed well in its 13-year history. We caught up with Tracey for a conversation about how it all comes together. Blending Culture and Systems for Better Patient Care One reason Inala Primary Care is so well-regarded is that patients trust them to invest in innovation and efficient systems continuously. A culture of systematisation is key to delivering quality care—and by utilising software which improves processes for the workforce, that enables them to tend to patients even better than before. The practice attempts to provide what patients need most, adhering closely to what medical evidence dictates.  “It means that our whole focus is around being proactive, data-driven, and doing excellent care,” Tracey says. Tanda’s roster system is one such investment they use to stay accountable for their own time. By automating schedules and time clock use, staff in the practice can maximise the time they spend doing tasks at the core of their role. It also frees practice managers from needing to chase employees down inquiring about timesheets. When employees work within their function rather than being bogged down by miscellaneous administrative tasks, the practice becomes a happier, more supportive place to work. Doing More, Spending Less As an organisation operating in Queensland’s poorest suburb, Tracey says software like Tanda is integral in keeping a balanced budget: “Funding is limited and the government is expecting general practices to do more with the Medicare dollars we can access. So one of the things that we’re really sensitive to is trying to grow our capacity to care without necessarily growing expenses in the same proportion.” Tanda’s staff roster system doesn’t just neatly organise who works where at what time. Timesheets and the live wage tracker work alongside the roster software to provide a clear picture at any moment about estimated wage costs for each shift. It keeps payroll accurate, too. Many in their workforce are in tightly regulated industries like nursing, which have strict pay and award rules. “Our intent is always to do the right thing, which is why we use so many systems to try and make sure that we’re on task and on track.” Time and Opportunities for Growth The combination of purposeful company culture and good software systems has paid off: Staff are staying long-term. Most of the team have been with the practice for more than five years, many for more than a decade. People are progressing in their careers, growing into senior leadership roles, and the practice keeps on getting better at what they’re doing. “Why would I say go and use Tanda? I think a lot of businesses spend their time working in the business. You’ve got lots of practice managers spending hours and hours and hours and hours and hours doing payroll, rostering, and all these very tedious, repetitive tasks. Thankfully we’re just using systems to do this stuff, which then frees up time for them to really work on the business. And by working on the business, you can generate more revenue, you can generate more staff satisfaction and generate the next great idea or the next change that’s going to improve the organisation and help us live our purpose.” With all this in mind, what’s next for Inala Primary Care? Growth and expansion. “We’re certainly going to become multi-site. So we’re exploring other places where that vision and concept can become real.” Ready to find out how you can cut down timesheet work to just 15 minutes? Try Tanda for 14 days for free, no credit card required.

What do you do when the roster system you’ve been using isn’t improving productivity as much as you thought? Inala Primary Care has found a solution. The independent, not-for-profit General Practice operates in Queensland, where it serves the general public and acts as a charity for marginalised members of the local community. Their approach to workforce management and improving productivity is to check back on their core values: “We will change, learn, and grow.”

From 7:30 AM to 5:00 PM each day, everyone working at Inala experiences “lots of people, lots of joyous moments, and lots of hard moments, because we’re dealing with people and their lives and helping them be the best they can be every day,” as CEO Tracey Johnson puts it.

The key to keeping spirits up, maintaining a joyous atmosphere, and delivering the best possible care to patients is an interplay of culture and systems that Inala Primary Care has honed well in its 13-year history. We caught up with Tracey for a conversation about how it all comes together.

Blending Culture and Systems for Better Patient Care

One reason Inala Primary Care is so well-regarded is that patients trust them to invest in innovation and efficient systems continuously. A culture of systematisation is key to delivering quality care—and by utilising software which improves processes for the workforce, that enables them to tend to patients even better than before.

The practice attempts to provide what patients need most, adhering closely to what medical evidence dictates.  “It means that our whole focus is around being proactive, data-driven, and doing excellent care,” Tracey says.

Tanda’s roster system is one such investment they use to stay accountable for their own time. By automating schedules and time clock use, staff in the practice can maximise the time they spend doing tasks at the core of their role. It also frees practice managers from needing to chase employees down inquiring about timesheets. When employees work within their function rather than being bogged down by miscellaneous administrative tasks, the practice becomes a happier, more supportive place to work.

Doing More, Spending Less

As an organisation operating in Queensland’s poorest suburb, Tracey says software like Tanda is integral in keeping a balanced budget: “Funding is limited and the government is expecting general practices to do more with the Medicare dollars we can access. So one of the things that we’re really sensitive to is trying to grow our capacity to care without necessarily growing expenses in the same proportion.”

Tanda’s staff roster system doesn’t just neatly organise who works where at what time. Timesheets and the live wage tracker work alongside the roster software to provide a clear picture at any moment about estimated wage costs for each shift.

It keeps payroll accurate, too. Many in their workforce are in tightly regulated industries like nursing, which have strict pay and award rules. “Our intent is always to do the right thing, which is why we use so many systems to try and make sure that we’re on task and on track.”

Time and Opportunities for Growth

The combination of purposeful company culture and good software systems has paid off: Staff are staying long-term. Most of the team have been with the practice for more than five years, many for more than a decade. People are progressing in their careers, growing into senior leadership roles, and the practice keeps on getting better at what they’re doing.

“Why would I say go and use Tanda? I think a lot of businesses spend their time working in the business. You’ve got lots of practice managers spending hours and hours and hours and hours and hours doing payroll, rostering, and all these very tedious, repetitive tasks. Thankfully we’re just using systems to do this stuff, which then frees up time for them to really work on the business. And by working on the business, you can generate more revenue, you can generate more staff satisfaction and generate the next great idea or the next change that’s going to improve the organisation and help us live our purpose.”

With all this in mind, what’s next for Inala Primary Care? Growth and expansion.

“We’re certainly going to become multi-site. So we’re exploring other places where that vision and concept can become real.”

Ready to find out how you can cut down timesheet work to just 15 minutes? Try Tanda for 14 days for free, no credit card required.

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Little Pancake Company’s Sweet and Savory Recipe for Success

Small pancakes run on big team effort at Little Pancake Company, a new family-run business at the Coles end of Casey Central Shopping Centre in Victoria. Rick, Wendy, and their staff specialise in poffertjes, a traditional Dutch sweet treat. The Dutch often serve poffertjes with powdered sugar, butter, and maple syrup. But their menu offers more than just the traditional serves, with sweet and savory toppings inspired by different cuisines. Little Pancake Company doesn’t just serve these decadent poffertjes either — they supply everything you need to make these delicious delights from the comfort of your own home, or for your own business. Running this operation can’t be easy, so we asked Wendy just how they get it done. Maintaining an online presence Many first-time business owners forget how important it is to have a strong online presence. Even fewer understand the importance of a well-curated one. Little Pancake Company understands the need for both, making their Facebook and Instagram accounts a treat for the eyes. Keeping these pages updated allows customers to engage with them through tags and stories. Thus, their experience doesn’t end when the pancakes are finished. The information age provides countless advertising opportunities that business owners can use to elevate their brand. With a keen eye and enough social media savvy, your business can also maintain a strong online presence. Celebrity chef and bestselling author Ed Halmagyi uses Little Pancake Company’s pans to make green banana poffertjes   But Little Pancake Company doesn’t stop at updating their pages with high-quality photos and menu recommendations. They also pay attention to what customers say on restaurant review sites like Zomato, where they take the time to respond, regardless if the feedback is positive or negative. When businesses engage customers this way, they know their thoughts are appreciated. They can even quickly turn a less-than-satisfactory experience around. Listening to your customers is the best way to adjust your services. Little Pancake Company knows how to do just that. Investing in workforce technology As first-time business owners, Rick and Wendy knew that they would need a straightforward rostering software. “We knew when we started our business that we wanted something simple and easy to use,” said Wendy. And because they could read rosters at a glance on Tanda, it won out over other platforms. “The other big thing that we use a lot is the costs that are attached to the staff members and the changing of shifts. It was easy to change shifts and notify the staff members.” Rick and Wendy at Little Pancake Company   Freeing up an owner’s or manager’s time by lessening administrative work is one common way that workforce platforms like Tanda helps businesses. This is also the case for Little Pancake Company. As Wendy said, “The great thing is we’re having more time to spend on staff and obviously with training and making sure that the service level for what we’re doing in our business is up there. […] That’s the important stuff, because at the end of the day, the staff are the ones that help us bring in the money and keep the quality and service there as well.” Staff also benefit greatly from an easy-to-use platform, especially the mobile app. “I think they found it straightforward. So for example, with the availabilities, especially casuals, I’ve just sort of mentioned to them what they need to do. I haven’t given any in-depth explanations and they’ve managed to work it out and do it correctly. So obviously the system is very user-friendly,” she remarked. Overall, when implemented in essential business areas, technology can increase employee engagement. It can also improve the relationship between owners, managers, and employees. Inspiring customer loyalty According to Michael Barnard, General Manager of consultancy firm Customology, the most important customers are “those that come back consistently and invite their friends.” Little Pancake Company’s online presence and investment in workforce technology contribute to another important aspect of running a business in the competitive restaurant industry: customer loyalty. In crafting programs that cater to their target market, they put the customer first and understand their needs. This is evident not just in loyalty programs, but also in their menu. Little Pancake Company invests in well-curated Instagram and Facebook photographs to elevate their brand   Having a diverse clientele with different dietary requirements is the reality for many restaurant businesses today. Customers are more conscious about their diets and what they consume on an everyday basis. Little Pancake Company also offers allergy-free poffertjes as an alternative to the traditional recipe. Customers with specific needs can definitely enjoy them without problem. This includes vegan, wheat-free, yeast-free, nut-free, gluten-free, dairy-free, egg-free, soy-free, coeliac-certified, halal-certified, and kosher-certified products that can be purchased in their store or online. Won’t you keep coming back for more if you know a business is ready to cater to your needs? Little Pancake Company’s journey as a family-run first business is relatable to many, and serves as an inspiration for those thinking of breaking into the food industry. Like cooking up a scrumptious serving of poffertjes, businesses need to get the right mix of listening well, implementing modern solutions, ensuring an engaged staff, and responding to the target market. This is Little Pancake Company’s sweet and savory recipe for success, and there’s no reason it can’t be yours too. Little Pancake Company – pure bliss for your taste buds!

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Serving up innovation on Gill Street with Feedlot Eatery

A charming chalkboard on Gill Street advertises Feedlot Eatery’s specials, a hearty mix of freshly prepared meats, vegetables, and fruits enjoyed daily by customers in this quiet corner of Queensland. Priding themselves on affordable meals and friendly service, this dedicated restaurant has been serving up kebabs and desserts for about five years. New owner Christian Sieg, who took over the business in April, has begun introducing a number of changes to make it a more modern and sustainable one. Transitioning to new menus and methods in Charters Towers can be difficult, but Christian and his team are up to the challenge. Living by the innovation mindset “We have a very loyal following with many customers coming in daily to eat,” says Christian, who also offers catering and delivery services. His penchant for improvement wasn’t dampened by Charters Towers’ hesitation towards change, as he began introducing new menu items to complement the old ones. “We liven it up with new healthy specials such as salads, Vietnamese spring rolls, low and slow pulled pork and beef burgers, gluten-free cakes, and the like,” he says. But customers with a sweet tooth need not worry, as Feedlot Eatery’s famous cinnamon donuts are freshly made upon order. The risk paid off; today, the more diverse menu is a hit with locals. Christian’s innovation mindset doesn’t stop there, however, as he leads his team of ten employees out of the tedious, manual era of rostering and management. “I wanted to save admin time and find ways to save staff cost,” he reflects, having grown up with more time consuming methods like handwritten rosters and Excel Sheets. “I wanted a program that’s easy to use, includes automation and integrates awards and birthdays, and gives me an accurate, to-the-minute idea of where I am at.” His search for a workforce technology platform that would fit Feedlot Eatery’s needs eventually led him to Tanda. Read more: The Digital Workforce Success Revolution: Why you need to shift to cloud-based HR today Leveraging automation technology “I aim to keep my team happy as most of them are long-termers who know many of our customers by name, and the Tanda Mobile App has certainly had a positive impact with the ease of requesting days off/leave and getting shift info,” Christian says. His staff, aged anywhere between 20-60, found Tanda very easy to operate and saw its benefits, even if they weren’t used to automation just yet. Indeed, Tanda’s rostering and leave management features have helped other businesses out too, whether smaller bars like Windsor Alehouse, or larger restaurants like Arabella’s. Tanda’s Cognitive Rosters® is also a key tool in Feedlot Eatery’s day-to-day operations. “Tanda allows me to plan my human resources better according to peak times and slow periods and its integration with my Point-of-Sale (POS), KOUNTA, gives me invaluable data to adjust staffing quickly and efficiently,” he shares. Predictive suggestion of staffing requirements by using existing roster templates saves time and money for business owners, while ensuring the customer promise is met. And for Feedlot Eatery, the bottom line is always keeping the customers coming back for more. Read more: Michael Barnard’s Step-by-Step Guide to Creating Customers for Life Modernising Feedlot Eatery What’s next for this Gill Street mainstay? Sustainability, Christian says, is a priority. Shifting to Tanda has allowed them to use as little paper and ink as possible, in line with the reusable items also available in their store. Customers can pick up stainless steel and bamboo drinking straws and get 10% off when they bring reusable coffee cups or mugs. “We use paper straws or you can purchase reusable, wooden cutlery for take away, paper bags, reusable plastic bags, cardboard food containers and so forth,” he notes of his advocacy. When you consider that the average Australian creates just over 2,000 kgs of waste each year, every little bit helps. Rebranding and revamping are also in the works, with Christian aiming to breathe new life into their store decor and equipment. “We want to purchase some additional equipment to expand our culinary range, particularly on the catering side, and we probably want to possibly purchase a designated catering van,” he says, his chefing background and go-getter attitude evident in his business plans.  And from an ongoing campaign to lower their carbon footprint, to a new technology platform to manage its staff, Feedlot Eatery is certainly setting the stage for much greater things to come.   Ready to find out what Tanda can do for your business? Book a demo today.

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Focusing on Client Success with RSM Australia

“You might have heard the term big ship to steer, that’s us,” says Joe Mulcare, Digital Analyst at RSM Australia. With 1,200 staff across 30 offices in Australia alone, RSM is one of the largest professional service firms in the country. It’s also one of the oldest, celebrating 97 years in the industry this year. Their parent company, RSM International, is the world’s 6th largest audit, tax, and consulting network. It employs more than 43,000 people in 800 offices across 120 countries. The sole mission of this massive operation? To guide clients through business challenges, both locally and seamlessly, across borders. Joe, who works with the Digital Services Division, is at the forefront of introducing businesses to the cloud. From simple advice to total implementation, Joe and his team step in for clients of all sizes. “Our key role is to help advisors feel more comfortable and confident about recommending digital software. We offer advice around their digital ecosystem,” he emphasizes. Transitioning to the cloud Joe is familiar with the anxiety around automation and knows just how to deal with it. “A lot of people are afraid of what automation might mean for their job,” he says. “I think the Accounting industry as a whole is going to be changed dramatically by automation. That’s not necessarily a scary thing though.” And that’s why RSM Australia is here: to advise clients on improving business efficiencies using cloud technology. Not to replace accountants and bookkeepers, but to free up their time to focus on more high-value tasks. To be able to advise their clients, Joe’s team attends events and conferences where they can see firsthand what software is available and how it can help their clients. He describes their approach: “For us, what we’re really seeking for is those light bulb moments where our advisors say, man, I’ve got a client who would just love this.” Their hands-on attitude allows them to get to the bottom of a client’s problems and provide long-term solutions. And because they understand that businesses can be swallowed by tech transformation, they balance quality with urgency. “It’s not just about setting up a piece of software. It’s about guiding them and giving them that time to do things that are more useful like growing the business and developing new processes to further improve efficiencies,” he says. As an advisor, he focuses on empowering their clients through financial data. He believes that it comes down to that core accounting piece where the different revolving parts of business flows perfectly into. Tanda, as a partner software, is able to contribute to that. Steering ships large and small As a large professional services firm, RSM Australia needs to constantly reevaluate what it means to keep employees productive and successful. For Joe, this kind of workforce success means employee engagement. “Happy employees make a happy company. That comes down to a few things, and I think a big part of that is employee engagement, how happy they feel in their role.” That’s why they partnered with Tanda, a rostering, attendance, and labour insights platform that caters to clients in every region. “At the end of the day, we have to advise on the best software. Implementing software like Tanda makes these processes that once would have been a burden on both the employer and the employee snappy, easy, and a joy to use.” Tanda helps businesses manage staff and significantly decreases administrative work. With multiple payroll and POS integrations, it’s one of the most responsive and user-friendly software on the market. And because it’s adaptable, it can handle anywhere from 8 to 18,000 staff members. Like Tanda, RSM Australia is no stranger to managing thousands of clients. “We’re also negotiators, and I think that’s probably one of the hardest parts,” he says. “It’s just being there and listening to both sides and trying to make everyone feel comfortable. When we’re implementing Xero and Tanda, for instance, we want all the key stakeholders to feel comfortable, and that means we need everyone involved.” Indeed, transparency is one of RSM’s key virtues and one that they promote to clients and partners as well. Focusing on client success When it comes to convincing their clients to transition to the cloud, Joe finds that there’s really no one-size-fits-all solution. “You might find in Sydney or Melbourne and the willingness to move to cloud technology, especially when they have issues,” he says. But a client with poor internet connection might be more difficult to convince. Solutions also need to be tailored according to the client’s familiarity with technology. “For a lot of people, the cloud is scary. They have questions about is my data secure or who’s really having access. We face questions like that every single day.” At the end of the day, Joe and RSM Australia focus on making their clients successful. Their access to infrastructure, or what their attitude is towards technology, doesn’t matter. The bottom line is to help the client reach their business goals. Like Tanda, they do this by staying abreast of software trends. They constantly innovate to make sure every resource is leveraged. RSM Australia knows that ensuring success comes from empowering people. “We want to help guide them through the tricky process of navigating the cloud space [and give] them the confidence that they can approach it themselves,” he concludes.

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About the author

Jessica Genio-Ignacio

Jessie is a PR and Content Writer interested in the impact of tech and digital on people and businesses.

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Little Pancake Company’s Sweet and Savory Recipe for Success

Small pancakes run on big team effort at Little Pancake Company, a new family-run business at the Coles end of Casey Central Shopping Centre in Victoria. Rick, Wendy, and their staff specialise in poffertjes, a traditional Dutch sweet treat. The Dutch often serve poffertjes with powdered sugar, butter, and maple syrup. But their menu offers […]

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