Evidencing service delivery and improving back office efficiency at MRL Healthcare
Find out how MRL Healthcare transformed their back office processes and service transparency by implementing CM for scheduling, monitoring, invoicing and payroll. MRL improved their ability to communicate with Care Workers, and the real-time information and alerts provided increased peace of mind.
MRL Healthcare evidence service delivery and improve back-office efficiency with CallConfirmLive!
MRL Healthcare is a well-respected and vibrant company providing Homecare throughout the UK. Their core values promote person-centred care and excellence in everything they do, specialising in Daily Living Support, Respite, End of Life and Reablement care. All staff take great pride in delivering these services to a very high standard – treating each Service User as a unique individual and ensuring their needs are met.
Using CM’s Scheduling, Mobile Workforce Solution, landline monitoring, payroll and invoicing provides them with a complete system that is easy to use, reliable and saves time and money for their Council and privately funded customers alike.
Due to the nature of various contracts, different elements of CM’s solution are used in different locations but MRL are happiest when they are using the fully integrated monitoring and scheduling solution, with visit verification being done by RFID- enabled mobile phones.
Seamless solutions to the paperwork problem
Confidentiality and continuity of care are both of paramount importance in all of MRL Healthcare’s work, so it was vital that they chose a reliable and effective solution to replace traditional paperwork, which would benefit both Care Workers and Service Users.
It was important for them to reduce the likelihood of important information being lost and yet ensure that Care Workers had the facts at their fingertips and could easily log observations in real time.
CM’s Mobile Workforce Solution provides the perfect answer to these problems and has also created additional efficiencies with added peace of mind. Angela Hawes, MRL Healthcare’s Operations Director, explains: “For Care Workers, just going into the app to get information increases confidentiality. There’s no risk of losing sets of paperwork; plus updates, observations or messages can be noted and shared – particularly useful during weekends or at night.”
Improved communication
Empowering Care Workers with real-time information about changes during their shift has been a significant benefit. If a Service User is admitted or discharged from hospital, information about changes to visit schedules will immediately be updated on the Care Worker’s mobile phone.
Lone Worker safety – alerts and monitoring for peace of mind
The issue of Lone Worker Safety is one that is of particular concern to all Healthcare Providers. It is important to MRL Healthcare that their Care Workers feel safe when calling on Service Users in isolated locations or at night, in areas where inadequate street lighting and social deprivation may lead to feelings of vulnerability. CallConfirmLive! allows visits to be verified, maintaining security for Care Workers and Service Users, which is very important to Angela. “The monitoring system is brilliant, it’s what CM is so well known for. At night time, especially in winter, we know our Care Workers are safe,” she enthuses. “With alerts set, we can see who is running late or if visits are missed, and quickly reschedule them as necessary. It ensures we provide a quality service and Service Users can be notified if their planned visit will be delayed.”
Logins vs. timesheets – simply no contest!
Keeping timesheets, manually recording visit times and getting hours signed off by a supervisor can be inaccurate and very time consuming, and have now all become a thing of the past at MRL Healthcare.
Care Workers log in and out of visits quickly and easily, using landline or mobile systems. All staff took to the introduction of the new systems very capably, benefitting from well delivered training and backup from CM. “Staff coped better than I expected, they found the system easy to use” agrees Angela. The simplicity of CallConfirmLive! is appreciated by Care Workers, for whom less time spent completing paperwork means more time providing care – adding value to the service MRL Healthcare provides.
Back office efficiencies – invoicing and payroll complete the picture
MRL Healthcare achieved immediate back office efficiencies by integrating CM’s payroll and invoicing into the package. Angela observes: “Over the last six months, since we’ve been using invoicing and payroll too, we have noticed it’s taken much less time to complete back office procedures and it has improved efficiency.” Streamlining and simplifying these processes ensures accuracy, minimises time spent and thereby reduces cost, ensuring excellence.
