Frequently Asked Questions
Find answers to common questions about Willow and how it can benefit your business
General
Still have any questions?
What is Willow?
AI Powered Compliance for Aged Care, Disability Care and Healthcare. From Australia’s strengthened Aged Care Quality Standards and NDIS Practice Standards, to CMS Nursing Home requirements, CQC in the UK, HIPAA and hospital accreditation, Willow keeps your organisation audit ready without double entry.
How does Willow help with ACQS 2025 compliance?
Willow maps your existing evidence — policies, incidents, training records, assessments — directly to each of the seven strengthened Aged Care Quality Standards. It shows you exactly where you stand for every requirement, highlights gaps before an auditor finds them, and generates audit-ready evidence packs. Instead of scrambling before an assessment contact, you have a live view of your compliance posture across every site.
What compliance frameworks does Willow support?
Willow supports Australia's Strengthened Aged Care Quality Standards (ACQS 2025), NDIS Practice Standards, and NSQHS Standards out of the box. We also support mandatory reporting obligations including the National Quality Indicator Program, SIRS, care minutes, and restrictive practices reporting. International frameworks including CQC (UK), CMS Nursing Home Requirements (US), HIPAA, and Joint Commission are on our roadmap.
Does Willow integrate with my existing aged care software?
Yes. Willow is designed to sit alongside the systems you already use — not replace them. It pulls compliance evidence from your existing operational tools so there's no double entry. We support CSV imports, document uploads, and connections to cloud storage like SharePoint and Google Drive, with direct API integrations to major care management platforms coming soon.
How is Willow different from spreadsheets and manual compliance?
Spreadsheets are static, siloed, and break down across multiple sites and frameworks. Willow gives you a live, centralised view of compliance across every site and standard. AI automatically maps evidence to requirements, flags gaps, and prioritises risks — so your team spends time improving care instead of updating cells. You also get a full audit trail, which spreadsheets can never provide.
Is Willow suitable for multi-site aged care providers?
Absolutely — Willow is built for multi-site operators. You get a single dashboard showing compliance status across all your facilities, with the ability to drill into any site, standard, or requirement. Compare performance between sites, identify systemic gaps, and ensure consistency across your entire portfolio. Whether you have 5 sites or 100, Willow scales with you.
How does Willow handle data security?
We take data security seriously. All data is encrypted at rest and in transit. Willow uses role-based access controls so staff only see what's relevant to their role and site. We maintain full audit logs of every action, and we're working towards ISO 27001 certification. Your resident and organisational data is never used to train AI models.
Can I try Willow before committing?
Yes. We offer a guided pilot so you can see Willow working with your real data and frameworks before making a commitment. Book a 20-minute intro call with our team and we'll walk you through how Willow fits your organisation, then set up a tailored trial.
What is Willow?
AI Powered Compliance for Aged Care, Disability Care and Healthcare. From Australia’s strengthened Aged Care Quality Standards and NDIS Practice Standards, to CMS Nursing Home requirements, CQC in the UK, HIPAA and hospital accreditation, Willow keeps your organisation audit ready without double entry.
How does Willow help with ACQS 2025 compliance?
Willow maps your existing evidence — policies, incidents, training records, assessments — directly to each of the seven strengthened Aged Care Quality Standards. It shows you exactly where you stand for every requirement, highlights gaps before an auditor finds them, and generates audit-ready evidence packs. Instead of scrambling before an assessment contact, you have a live view of your compliance posture across every site.
What compliance frameworks does Willow support?
Willow supports Australia's Strengthened Aged Care Quality Standards (ACQS 2025), NDIS Practice Standards, and NSQHS Standards out of the box. We also support mandatory reporting obligations including the National Quality Indicator Program, SIRS, care minutes, and restrictive practices reporting. International frameworks including CQC (UK), CMS Nursing Home Requirements (US), HIPAA, and Joint Commission are on our roadmap.
Does Willow integrate with my existing aged care software?
Yes. Willow is designed to sit alongside the systems you already use — not replace them. It pulls compliance evidence from your existing operational tools so there's no double entry. We support CSV imports, document uploads, and connections to cloud storage like SharePoint and Google Drive, with direct API integrations to major care management platforms coming soon.
How is Willow different from spreadsheets and manual compliance?
Spreadsheets are static, siloed, and break down across multiple sites and frameworks. Willow gives you a live, centralised view of compliance across every site and standard. AI automatically maps evidence to requirements, flags gaps, and prioritises risks — so your team spends time improving care instead of updating cells. You also get a full audit trail, which spreadsheets can never provide.
Is Willow suitable for multi-site aged care providers?
Absolutely — Willow is built for multi-site operators. You get a single dashboard showing compliance status across all your facilities, with the ability to drill into any site, standard, or requirement. Compare performance between sites, identify systemic gaps, and ensure consistency across your entire portfolio. Whether you have 5 sites or 100, Willow scales with you.
How does Willow handle data security?
We take data security seriously. All data is encrypted at rest and in transit. Willow uses role-based access controls so staff only see what's relevant to their role and site. We maintain full audit logs of every action, and we're working towards ISO 27001 certification. Your resident and organisational data is never used to train AI models.
Can I try Willow before committing?
Yes. We offer a guided pilot so you can see Willow working with your real data and frameworks before making a commitment. Book a 20-minute intro call with our team and we'll walk you through how Willow fits your organisation, then set up a tailored trial.
Integration
Still have any questions?
What systems does Willow integrate with?
Willow currently supports CSV imports, manual document uploads, and connections to SharePoint and Google Drive. We're actively building direct API integrations with major aged care and disability platforms including ShiftCare, CareMaster, and AlayaCare. Our goal is to pull compliance evidence directly from your operational systems so nothing falls through the cracks.
How does Willow pull compliance evidence automatically?
Willow connects to your existing systems and imports data on a scheduled or on-demand basis. Once evidence lands in Willow, our AI engine automatically classifies it, suggests which framework requirements it satisfies, and assigns a confidence score. You review and approve — Willow does the heavy lifting, you make the final call.
Do I need to change my existing software to use Willow?
No. Willow is a compliance intelligence layer that sits on top of your current systems. You keep using the clinical, rostering, and care management tools your team already knows. Willow simply pulls the compliance-relevant data from those systems and organises it against your regulatory requirements.
How long does integration setup take?
Most organisations are up and running within days, not months. CSV and document-based setups can be done in a single session. API integrations vary depending on the platform, but our team handles the configuration so it's minimal effort from your side.
Is there a cost for integrations?
Standard integrations are included in your Willow subscription. There are no hidden fees for connecting your existing systems or importing your data.
What systems does Willow integrate with?
Willow currently supports CSV imports, manual document uploads, and connections to SharePoint and Google Drive. We're actively building direct API integrations with major aged care and disability platforms including ShiftCare, CareMaster, and AlayaCare. Our goal is to pull compliance evidence directly from your operational systems so nothing falls through the cracks.
How does Willow pull compliance evidence automatically?
Willow connects to your existing systems and imports data on a scheduled or on-demand basis. Once evidence lands in Willow, our AI engine automatically classifies it, suggests which framework requirements it satisfies, and assigns a confidence score. You review and approve — Willow does the heavy lifting, you make the final call.
Do I need to change my existing software to use Willow?
No. Willow is a compliance intelligence layer that sits on top of your current systems. You keep using the clinical, rostering, and care management tools your team already knows. Willow simply pulls the compliance-relevant data from those systems and organises it against your regulatory requirements.
How long does integration setup take?
Most organisations are up and running within days, not months. CSV and document-based setups can be done in a single session. API integrations vary depending on the platform, but our team handles the configuration so it's minimal effort from your side.
Is there a cost for integrations?
Standard integrations are included in your Willow subscription. There are no hidden fees for connecting your existing systems or importing your data.
Frameworks
Still have any questions?
What are the Strengthened Aged Care Quality Standards (ACQS) 2025?
The ACQS 2025 are Australia's reformed aged care quality standards, replacing the previous 2019 standards. They introduce seven strengthened standards with a stronger focus on outcomes, clinical governance, food and nutrition, and the lived experience of older people. All residential aged care providers must demonstrate compliance with these standards, and the Aged Care Quality and Safety Commission will assess against them.
How many quality standards are in ACQS 2025?
There are seven strengthened quality standards covering: (1) The Person, (2) The Organisation, (3) The Care and Services, (4) The Environment, (5) Clinical Care, (6) Food and Nutrition, and (7) The Workforce. Each standard contains multiple requirements that providers must meet.
What is SIRS reporting in aged care?
The Serious Incident Response Scheme (SIRS) requires aged care providers to identify, record, manage, resolve, and report serious incidents. Reportable incidents include abuse, neglect, unexplained absence, unexpected death, use of restrictive practices, and more. Priority 1 incidents must be reported within 24 hours. Willow helps you track incidents and manage your SIRS reporting obligations in one place
What are quality indicators in aged care?
Quality indicators are standardised measures that aged care providers must collect and report to the Department of Health as part of the National Quality Indicator Program (NQIP). They cover areas like pressure injuries, physical restraint, unplanned weight loss, falls, and medication management. Willow helps you track these metrics across sites and prepare your quarterly submissions.
What is care minutes compliance?
Care minutes require residential aged care providers to deliver a minimum amount of direct care time per resident per day, including a mandated amount from registered nurses. Providers must also have a registered nurse on site 24/7. Willow helps you monitor care minute delivery against targets and flag shortfalls before they become compliance issues.
How does Willow map evidence across multiple frameworks?
A single piece of evidence — such as a policy, training record, or incident report — can satisfy requirements across multiple frameworks simultaneously. Willow's AI engine identifies these overlaps automatically, so you don't need to upload or tag the same document multiple times. If you're meeting both ACQS and NDIS obligations, Willow shows you where one piece of evidence covers both.
Does Willow support NDIS Practice Standards?
Yes. Willow fully supports the NDIS Practice Standards and can map your evidence against NDIS requirements alongside aged care standards. This is especially valuable for providers operating across both sectors — you manage compliance in one place instead of maintaining separate systems.
Can Willow help with CQC compliance (UK)?
CQC framework support is on our roadmap. Willow's architecture is designed to support multiple international frameworks, and CQC's Fundamental Standards are planned for our UK expansion. If you're a UK-based provider interested in early access, get in touch with our team.
What are the Strengthened Aged Care Quality Standards (ACQS) 2025?
The ACQS 2025 are Australia's reformed aged care quality standards, replacing the previous 2019 standards. They introduce seven strengthened standards with a stronger focus on outcomes, clinical governance, food and nutrition, and the lived experience of older people. All residential aged care providers must demonstrate compliance with these standards, and the Aged Care Quality and Safety Commission will assess against them.
How many quality standards are in ACQS 2025?
There are seven strengthened quality standards covering: (1) The Person, (2) The Organisation, (3) The Care and Services, (4) The Environment, (5) Clinical Care, (6) Food and Nutrition, and (7) The Workforce. Each standard contains multiple requirements that providers must meet.
What is SIRS reporting in aged care?
The Serious Incident Response Scheme (SIRS) requires aged care providers to identify, record, manage, resolve, and report serious incidents. Reportable incidents include abuse, neglect, unexplained absence, unexpected death, use of restrictive practices, and more. Priority 1 incidents must be reported within 24 hours. Willow helps you track incidents and manage your SIRS reporting obligations in one place
What are quality indicators in aged care?
Quality indicators are standardised measures that aged care providers must collect and report to the Department of Health as part of the National Quality Indicator Program (NQIP). They cover areas like pressure injuries, physical restraint, unplanned weight loss, falls, and medication management. Willow helps you track these metrics across sites and prepare your quarterly submissions.
What is care minutes compliance?
Care minutes require residential aged care providers to deliver a minimum amount of direct care time per resident per day, including a mandated amount from registered nurses. Providers must also have a registered nurse on site 24/7. Willow helps you monitor care minute delivery against targets and flag shortfalls before they become compliance issues.
How does Willow map evidence across multiple frameworks?
A single piece of evidence — such as a policy, training record, or incident report — can satisfy requirements across multiple frameworks simultaneously. Willow's AI engine identifies these overlaps automatically, so you don't need to upload or tag the same document multiple times. If you're meeting both ACQS and NDIS obligations, Willow shows you where one piece of evidence covers both.
Does Willow support NDIS Practice Standards?
Yes. Willow fully supports the NDIS Practice Standards and can map your evidence against NDIS requirements alongside aged care standards. This is especially valuable for providers operating across both sectors — you manage compliance in one place instead of maintaining separate systems.
Can Willow help with CQC compliance (UK)?
CQC framework support is on our roadmap. Willow's architecture is designed to support multiple international frameworks, and CQC's Fundamental Standards are planned for our UK expansion. If you're a UK-based provider interested in early access, get in touch with our team.
Security
Still have any questions?
Where is my data stored?
Your data is stored securely in Australian data centres. We use enterprise-grade cloud infrastructure with encryption at rest and in transit, ensuring your data remains protected and sovereign.
Is Willow SOC 2 compliant?
We are currently pursuing ISO 27001 certification as our priority security accreditation, with SOC 2 planned for our US market expansion. In the meantime, we follow industry best practices for data security, access control, and audit logging.
How does Willow protect resident data?
Willow uses encryption at rest and in transit, strict role-based access controls, full audit logging, and session management. Your data is never shared with third parties or used to train AI models. We're building Willow to meet the security expectations of healthcare organisations handling sensitive personal information.
Can I control who accesses what in Willow?
Yes. Willow includes role-based access controls so you can restrict access by role and by site. A quality manager at one facility doesn't need to see another site's data unless you want them to. Every action is logged in a full audit trail so you always know who did what and when.
Where is my data stored?
Your data is stored securely in Australian data centres. We use enterprise-grade cloud infrastructure with encryption at rest and in transit, ensuring your data remains protected and sovereign.
Is Willow SOC 2 compliant?
We are currently pursuing ISO 27001 certification as our priority security accreditation, with SOC 2 planned for our US market expansion. In the meantime, we follow industry best practices for data security, access control, and audit logging.
How does Willow protect resident data?
Willow uses encryption at rest and in transit, strict role-based access controls, full audit logging, and session management. Your data is never shared with third parties or used to train AI models. We're building Willow to meet the security expectations of healthcare organisations handling sensitive personal information.
Can I control who accesses what in Willow?
Yes. Willow includes role-based access controls so you can restrict access by role and by site. A quality manager at one facility doesn't need to see another site's data unless you want them to. Every action is logged in a full audit trail so you always know who did what and when.
Why Australian providers choose Willow
Teams that switch to Willow usually say some version of
“We spend less time on HR tasks thanks to their smooth platform and support.”
— Daniel, Ops Manager at CareBridge
“Audits are still serious, but they are no longer chaotic.”
— Olivia, Compliance Lead at NDIS
“We spend less time chasing documents and more time improving care.”
— John, Founder at Aged Care Company
“We can tell our board a clear story, with evidence behind it.”
— James, Director at Community Care
“We finally have one place that shows where we stand for each standard.”
— Michael, Quality Lead at CareFirst
“We spend less time on HR tasks thanks to their smooth platform and support.”
— Daniel, Ops Manager at CareBridge
“Audits are still serious, but they are no longer chaotic.”
— Olivia, Compliance Lead at NDIS
“We spend less time chasing documents and more time improving care.”
— John, Founder at Aged Care Company
“We can tell our board a clear story, with evidence behind it.”
— James, Director at Community Care
“We finally have one place that shows where we stand for each standard.”
— Michael, Quality Lead at CareFirst
For you, that can mean
Fewer nasty surprises from regulators
Willow helps you spot gaps early, stay aligned with requirements, and engage regulators with confidence.
Fewer nasty surprises from regulators
Willow helps you spot gaps early, stay aligned with requirements, and engage regulators with confidence.
Shorter prep time for audits, surveys and accreditation
Willow cuts audit, survey, and accreditation prep time by keeping everything organised and ready.
Shorter prep time for audits, surveys and accreditation
Willow cuts audit, survey, and accreditation prep time by keeping everything organised and ready.
Better use of your best people’s time
Willow frees your best people from admin, so they can focus on care and improvement.
Better use of your best people’s time
Willow frees your best people from admin, so they can focus on care and improvement.
Better use of your best people’s time
Willow frees your best people from admin, so they can focus on care and improvement.
A compliance engine that can scale as you grow sites and services
Willow scales with your organisation, supporting more sites and services without added complexity.
A compliance engine that can scale as you grow sites and services
Willow scales with your organisation, supporting more sites and services without added complexity.
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