We’ve had an exciting time recently, implementing strategic improvements for the business after reviewing what has been successfully and unsuccessful in the way we do things.
Social Care has a reputation for being backward, lacking in innovation and resistant to change. Therefore, a proposal to move to handheld technology to organise staff schedules and record our visits with customers was considered highly ambitious by some of my contemporaries in other care agencies.
Our analysis showed that rescheduling happens frequently, due to customers being affected by illness or accidents, and running an operation based on paper instructions meant the rescheduling system wasn’t that effective. When we looked at the care information we gleaned from a visit, we concluded that we couldn’t expect to be highly responsive when we had to wait for paper copies of the reports to be brought in by the carers. Obviously, critical incidents were reported by phone but this was dependent on the experience and initiative of the carer to deduce that an emergency call was required. We also realised that reports submitted on paper remain on paper unless we transcribe them. Furthermore, without a contact system handwritten notes go into a file and rely on the person that put them there to remember or tell others or to be prompted at that moment when things go wrong!
Our solution has been to reorganise our operations (and our supervision of the team) to reflect the fact that we are a mobile workforce and not an office based team. With new software to design and implement, new phones for the carers, 3g technology, training for all the staff in new ways of working and all in an environment where we simply don’t have the option to fail to make visits to vulnerable elderly customers…. What could possibly go wrong??
But we managed it! We have already received some great ideas for improving the system but it works! And the benefits are already beginning to be realised…
Collecting digital data on the care visit means that the management have a view of the care situation from the time of the last visit. It allows us to proactively respond to a developing situation, either to get more clarity from the carer, to contact the family or health professionals in a timely way. Our next development is to share this data on-line with the families of customers who are often remote from the Maidenhead area offering reassurance of our care management.
The back office benefits of having real-time information on carer progress enables us to answer queries for customers when traffic or acute customer needs have caused delays. We are also able to answer directly requests from families asking for confirmation that the carer has been when their loved one, when they have been confused as to whether a visit has taken place or not.
Mobile technology and the use of 3g enabled tablets has also presented the management with the opportunity to take a lot of their work with them out to the customer’s home. We see this as entirely consistent with our aim to be there to support carers who often spend most of their day working alone with customers.
So, backward? Resistant to change? Not us! It may be challenging to do new things but if the prize is improved care, more effective operations and efficient back-office jobs how can you not manage the risks and make the effort?