Adapting a Canadian Franchise Model for the Australian Home Care Market
Amber Biesse explains why localizing operations was essential for scaling Nurse Next Door Australia.
1Testing Before Scaling Operations
Amber Biesse and Matt Fitton launched a single corporate Nurse Next Door location in Melbourne on January 1, 2019. They operated this site for one year before offering franchises. This hands-on approach allowed them to identify critical pressure points in recruitment, scheduling, and clinical governance before scaling the business model nationally.
2The Limits of Imported Frameworks
The Canadian operations manual provided a foundation but failed to address Australian realities. Biesse realized that franchising a theory without local validation was risky. By managing the business daily, they identified necessary changes to the operating model, ensuring that future franchise partners would receive support based on proven, localized Australian experience.
3Maintaining Core Brand Identity
While operational systems required a complete overhaul, the brand’s core remained untouched. The 'Making Lives Better' purpose, four core values, and the signature pink branding were preserved. Biesse determined that the brand's heart transcended borders, allowing the company to maintain its identity while adapting its service delivery to local market needs.
4Strategic Pivot to NDIS
In North America, the brand focused on 'Happier Aging' for seniors. However, the Australian market necessitated a shift toward disability support via the NDIS. Today, nearly half of their clients are NDIS participants. This pivot allowed the business to broaden its platform while remaining true to its core purpose of care.
5Navigating Regulatory Complexity
The gap between Canadian and Australian regulations proved larger than anticipated. The business operates at the intersection of healthcare, aged care, and employment law. Biesse had to rebuild the model to align with Australian funding streams and legislation, ensuring compliance with both NDIS and aged care provider registration requirements across the country.
6Centralized Support Infrastructure
To manage complexity, the company invested in a centralized support hub called HeartQuarters. This facility provides expertise in clinical governance, quality, and compliance, shielding individual franchise partners from navigating regulatory burdens alone. Biesse emphasizes that this investment in infrastructure is fundamental to responsible growth and maintaining high standards of clinical care.
7Purpose-Driven Franchise Selection
Nurse Next Door currently employs over 4,000 caregivers and supports nearly 4,000 clients. Biesse intentionally screens out applicants who prioritize financial gain over the mission. Half of their partners are registered nurses, while the others possess lived experience, ensuring that the leadership team remains deeply connected to the purpose of the work.
8Future Industry Positioning
As the company prepares for the 2026 Kismet Awards, it remains a significant player in the evolving care sector. With ongoing reforms to the NDIS and Support at Home programs, Biesse’s experience in navigating regulatory shifts provides a template for managing change while maintaining a scalable, high-quality home care service model.