Responsible Use of AI in Care and Support Services: Integrating AI Ethically within your Service Delivery

Artificial Intelligence (AI) is reshaping service delivery in Australia, continuously offering new ways to enhance participant wellbeing, streamline operations, and support overburdened staff. In a world filled with uncertainty about the integration of AI in health care and support settings, this blog explores the Provider Institute’s position on the responsible use of AI, including the techniques providers should embrace, be cautious of, and how to implement AI effectively, ethically, and in line with governance requirements.

Did you know?

With a hint of irony, AI was used in the drafting of this blog, and whilst it was great for supporting a framework and brainstorming, we have found that it simply does not replace the human element or industry-specific knowledge (yet?!) that is required! This reflects one of the core limitations of AI in community services: its lack of context, empathy, and nuanced professional understanding.

Understanding compliance and ethical governance requirements

Whilst the tools for AI are more widely accessible than ever before, all providers must adhere to relevant Australian laws, regulations, and ethical guidelines on responsible AI use. Governance frameworks and ethical considerations for AI in health care and support settings can be found in resources such as Australia’s AI Ethics Principles | Department of Industry, Science and Resources.

Some considerations to be mindful of include:

• Privacy – Providers should avoid inputting identifiable participant data into AI tools unless essential. For example, under the Aged Care Quality Standards, providers must obtain informed consent before using AI technologies that collect or process personal data. All use of AI systems must align with the Privacy Act 1988 and all relevant industry standards, rules, or codes.
• Transparency – Providers must inform participants when an AI system is used and provide alternatives where possible. Transparency is a core principle in ethical AI governance, particularly in disability and aged care services.
• Data security – Providers have a duty to only utilise secure platforms and restrict access to trained staff. Data protection and cybersecurity are critical components of responsible AI adoption.

Using AI systems in your business

AI systems can be used to enhance service delivery, such as scheduling and communication aids, support decision-making through tools such as risk assessments and resource allocation, and improve accessibility via AI-enabled assistive technologies.

As a general rule of thumb, AI tools should not be used to make final decisions regarding participant eligibility or funding without human oversight, to monitor participants without informed consent, or replace human support in high-risk or sensitive situations. In some contexts, AI must not be used to coordinate participant supports and services, nor should it be used to support clinical decision-making or treatment planning without professional review.

Limitations of AI services

Misinterpretation of data

Whilst AI services have expanded exponentially in recent times, it is important to consider their limitations alongside governance and compliance considerations. AI is limited by contextual gaps and data dependency; therefore, it can misinterpret industry-specific and human-element nuances. This can lead to poor data quality and outputs that may be incorrect or require follow-up research.

As an example, a common error that Provider Institute has found is the inconsistent referencing of the Aged Care Standards, with some articles embracing the new Strengthened Standards and others utilising the current Standards within the 1997 Aged Care Act. These discrepancies may be missed by the untrained eye and are one example of why industry-based knowledge remains essential when using AI responsibly.

Resistance from participants/clients and their supporters

Participants and/or their carers may not be very open to adopting AI technologies as they may be unfamiliar, untrained, or uncertain of their involvement in their services. They may also have come across news articles where AI is portrayed in a poor light, adding to their resistance. If you are planning to utilise AI to gain efficiencies in your services, then clear communication is essential, along with respect for any decision the client makes about whether they choose to be involved or not involved. Responsible AI in care must always centre the rights, choices, and dignity of participants.

Fast-paced regulatory updates

As the technologies grow and evolve, the Australian Government and associated regulatory bodies are rapidly adapting legislation and frameworks to match best practice advice and apply to service delivery areas such as NDIS and Aged Care. Recent publications include the Artificial intelligence (AI) transparency statement | NDIS Quality and Safeguards Commission and the Department of Health and Aged Care: Safe and Responsible Artificial Intelligence in Health Care.

Embracing AI technologies

With ethical and compliance considerations in mind, it is important to highlight and embrace the ways that AI can reduce administrative burden and increase outcomes for your clients and participants.

Areas to embrace include:

Predictive health analytics

AI can analyse medical histories and behavioural data to predict risks like falls, cognitive decline, or hospitalisation. AI systems can monitor participant needs, flag early signs of distress, or predict service demand, enabling proactive care planning and outcome tracking.

Smart monitoring and wearables

Devices like AI-enabled fall detectors, sleep monitors, and movement trackers can alert staff in real time, improving safety, response times, and increasing independence and engagement.

Virtual assistants and chatbots

Tools like AI-powered voice assistants help residents with medication reminders, appointment scheduling, and companionship.

AI-powered documentation tools

AI scribes can transcribe care notes, generate reports, and reduce paperwork, freeing up staff for more direct care. These tools must be implemented ethically, respecting privacy and data accuracy standards.

Introducing AI technologies within your business

To ethically and effectively introduce AI-based technologies to your business, Provider Institute recommends:

1. Undertake a risk assessment – Conduct thorough risk assessments before deploying AI technologies to ensure alignment with responsible AI governance principles.
2. Start with low-risk applications – Begin with tools for documentation or scheduling before applying to participant-facing applications. Remember to consider privacy requirements and protect private and sensitive information.
3. Undertake staff training and engagement early – Providing regular training will lead to greater compliance and more effective use of AI tools within your workplace.
4. Engage your participants – Ensure participants, their families, and carers feel involved within the design and feedback process to ensure the tools are inclusive and respectful.
5. Monitor and audit effectiveness – Regularly evaluate AI tools for accuracy, fairness, and compliance with legal and ethical frameworks.
6. Engage subject matter experts and professionals – Some areas are best left to the experts. Providers cannot rely solely on the advice of AI. You must understand your compliance requirements and utilise your professional expertise to ensure that information and processes are appropriate, safe, and evidence-based.

Some tasks are better left to the experts

Provider Institute’s Director, Belinda Llamas shares that

Whilst PIA is exploring how AI technologies can enhance its services and user experience, based on what we’ve explored so far, the technology is still not reliable enough to fully depend on at this stage.

Provider Institute encourages providers to continue to stay up to date with AI compliance requirements with a trusted source—not the hit-and-miss advice from AI. Like this blog article, whilst an AI tool can generate a framework for a policy or procedure, it is a long way from replacing the industry-based knowledge and expertise of the Provider Institute team.