A banker once asked me, “What’s your vision? What’s stopping you?” These questions were pivotal because they challenged me to think outside the box and consider new possibilities.
Busi Faulkner, founder HCNA
For Zimbabwean migrant Busi Faulkner, a heart attack at just 33 was a turning point that exposed the severe stigma surrounding in-home care in Australia.
This realization became the catalyst for Busi to launch her own home care organization, Home Care Nurses Australia (HCNA), which now generates over $10 million in annual revenue.
Despite taking eight months to secure its first client, HCNA has grown rapidly and is on track to double its turnover to $20 million within the next two years. Today, HCNA stands as one of the leading providers of care services in Queensland, with operations expanding across the ACT, South Australia, Victoria, and Western Australia.
Dynamic Business sat down with Busi Faulkner, the founder of Home Care Nurses Australia (HCNA), to discuss her entrepreneurial journey and the invaluable lessons she’s learned along the way.
The beginning
Busi shared that she found herself in a difficult situation after suffering a heart attack at the age of 33. “Honestly, I was in a tough spot. I lost my job and found myself with two young children, one just 10 days old. The prospect of sitting around and waiting for things to change wasn’t an option – I needed to do something to keep my brain active and my life moving forward.
“At the time, I thought, ‘How hard can it be?’ But what really pushed me was the care I had received when I was unwell—it lacked creativity and innovation. I thought, ‘How can I make a difference in this industry?’ Initially, I hadn’t made much of a difference, but the success of the business came later.
‘We all go through financial storms, and this was mine. I couldn’t return to work as quickly as I wanted, but I didn’t want to waste my life or sit around sulking. I asked myself, ‘Do I go back to university for four years? What if I live another 30 years and regret not doing more?’ Instead, I chose to fund my own dreams, and now, looking back, it was the best decision I could have made. The inspiration comes when it’s something you are passionate about. For me, I was going through a rough time when I was sick and realized the need for something where there was a gap in the market, and my personal connection to the gap only made me fight harder.”
Busi emphasized that adaptability is key to growing a business, explaining that what you plan and what actually unfolds are often two different things. She noted the importance of being able to recognize opportunities, even when they don’t align with the original plan.” Throughout my journey, I’ve met people from all walks of life, and though they may not have given direct advice, they often asked insightful questions that helped shape my thinking. For example, a banker once asked me, “What’s your vision? What’s stopping you?” These questions were pivotal because they challenged me to think outside the box and consider new possibilities. I had to think about what my actual goal was, what was my vision?
“Another critical strategy was continuous learning. I read extensively – magazines, articles, and industry updates. Those readings helped me develop strategies that I’m still using today. Often, I implemented concepts years later without even realising where they came from, but that’s the power of staying informed and always being willing to learn. But, going back to my earlier point – be careful what advice you take, and know the source is a trusted and reliable person who really does know what they’re talking about.”
The x factor
One of the things that sets us apart is our focus on technology, and we were doing this long before COVID made it necessary. We integrated IT solutions early on
Busi highlighted that one of the key differentiators for her business is its early focus on technology, well before the COVID-19 pandemic made it a necessity. She explained that due to the physical limitations she faced after her heart attack, she needed to integrate IT solutions that allowed her to manage remotely. “We integrated IT solutions early on. This foresight put us in a strong position when the pandemic hit. “To stay ahead, it’s crucial to know what’s happening globally. I’m always reading about industry trends and new ideas from around the world. If there’s something innovative happening elsewhere, I find ways to implement it here. We take an individualised approach to care, with a focus on client satisfaction.
We give our clients choice and control over their care, a lot like matchmaking—matching carers and clients based on shared interests and hobbies. It’s about more than just providing care; it’s about creating meaningful relationships.
“Additionally, we’re leveraging technology like AI in our recruitment process. This helps us streamline the process, ensuring we find the right people efficiently. We’ve implemented a rigorous vetting system, and AI has helped make it even more effective. To drag it home, make sure you are seriously educated on what is happening in your industry. Even if that is just reading an article a day from anywhere in the world. Where can you pull something from another country or culture that isn’t being done here?”
Challenges faced
When we started, the industry didn’t allow for much working capital or overhead
Busi explained that financial challenges were the biggest hurdle when starting her business, a common issue for many new ventures. “When we started, the industry didn’t allow for much working capital or overhead, so we had to grow incrementally and think creatively about how to use the resources available to us.Introducing technology was another challenge. Being the new kid on the block, and bringing in IT solutions in a traditionally hands-on industry, was met with resistance. But when COVID hit, we were already ahead of the game because of those earlier decisions. What was once considered unconventional became essential.
“One of the most important lessons I’ve learned is to take a holistic view of care. You can’t focus solely on one aspect, like physical health, and ignore the rest. We need to consider the whole person – their mental health, wellbeing, and disability – and that approach is still a challenge for many in the industry. Our goal is to make care as comprehensive and personalised as possible, allowing clients to access all the services they need in the comfort of their own home, much like the services available in a hospital. We are working on new technology all the time which will streamline the industry and benefit everyone involved – carers and clients alike.”
Lessons learnt
Busi emphasized that resilience and adaptability are essential traits for anyone starting a business. She pointed out that along the way, you’ll encounter people who are rigid in their thinking, and it’s crucial to stand by your values and beliefs, even when others don’t share your vision. Her advice to aspiring entrepreneurs is to dream big—if you want to succeed, you have to “swim with the big fish.” Without setting ambitious goals, she said, you’ll never grow beyond your current state.
“Forget about working 9-5. Running a business is not just a job; it’s a lifestyle, and you’ll need patience and a deep passion for what you do. If money is your sole motivation, you’re setting yourself up for disappointment. Success comes from understanding your purpose – what change are you trying to create? Why does your business exist? If you know that, the rest will follow.
“When I started, I wanted to offer flexibility in care that wasn’t available elsewhere. I also made it a priority to give feedback to carers, something that is often missing in healthcare. We believe that regular feedback helps everyone improve, and we don’t wait for complaints to start making changes. The feedback comes in before clients are able to leave bad reviews, and most of the time it is something you would never have seen until it was too late. Always seek anonymous feedback from your clients and team. People will point out things you’d never think of, and it will help you grow. Don’t be afraid to outgrow people who can’t keep up with your vision. It’s important to recognise who is genuinely helping you and who might be holding you back. Be open to useful advice but don’t entertain negativity or unnecessary distractions.”
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