Customer Experience

Keeping healthcare experience healthy

March 2019

The population is ageing at an unprecedented rate and the NHS is always struggling for bed space. It’s a trend that is set to continue well into the future.

At this time of year the readiness of healthcare providers over the winter period is always front of mind. Home healthcare has been a big topic of conversation in the news in recent years, with the Care Quality Commission (CQC) continuing to strengthen the argument that, in order for care organisations to effectively deliver the standards of care required things in the industry still need to change and keep changing.

The majority of care companies work by scheduling carers and appointments using an old fashioned nursing rota system which doesn’t allow for complex scheduling, reassigning shifts or the high turnover within the industry. This often has a negative impact on the service provided.

What healthcare companies often fail to understand is the physical and mental anguish that late or missed appointments have on patients and their families.

A disorganised and disjointed approach to shift management can put real pressure onto carers to deliver high quality care in a shift plan that hadn’t even taken into consideration how long it might take to get to the appointment.

What healthcare needs

The sensitive and complex nature of healthcare requires a robust system that can assign a carer to a patient taking into account the skills required and the geographic location – a task that’s complicated enough when done manually but even more so when you factor in that most carers are employed on zero hours contracts and all work different shift patterns.

Patient care plans are in place for a number of reasons and appointments are subsequently scheduled to take into consideration patients’ meals and, more importantly, medication. Movement of an appointment time by the smallest degree can be, at least, distressing but also potentially dangerous. Patients, particularly the elderly, are vulnerable and knowing who is coming to their home and at what time is crucial; changes can have a massive impact on that person’s wellbeing.

Delivering transformation

The CQC often cites the top transformation priorities needed in the industry, including addressing a lack of continuity, missed or late calls, inconsistencies at weekends, a lack of coordination when visits required two or more carers and a failure to keep patients and their families informed of change.

There are clearly massive benefits that an optimised mobile workforce strategy could provide to a home healthcare organisation. By taking advantage of the latest scheduling, rostering and mobile technologies, care plans could be effectively delivered providing better outcomes for the patients and a more satisfactory working environment for the carer.

These outcomes would prove beneficial for the healthcare organisation, which maintains its reputation, satisfies all the requirements of the Care Quality Commission and provides updates in real time to carer, patient and office at the touch of a button. The technology that provides this capability is mature, proven and relied upon by many service industries.

Easy steps to improve experience

In particular On My Way can provide significant benefits to healthcare providers looking to offer a significantly improved service to their patients. For as little as the cost of a text message plus service charge, patients can receive a message to their mobile devices letting them know when to expect their carer visit. They can follow real-time progress of their carer as they travel round their route as well as see who is coming, what their photo looks like and any details that have been provided about their visit.

Get in touch with us to find out more about why healthcare companies love On My Way.
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