Royal Borough of Windsor and Maidenhead
introduced CM2000's CallConfirmLive! Electronic Monitoring solution
to it's five external block providers during October 2006 and to
the in-house service during January 2007.
With a centralised approach to monitoring and both internal and
external providers using CallConirmLive!, Royal Borough of Windsor
& Maidenhead get the benefit of comprehensive real-time and
historical data across all home care delivery.
Liz King, Care Brokerage
Manager and Julie Wood, Care Brokerage Co-ordinator explain,
"Because we get live information across all delivery we can be
proactive in dealing with any issues and in the way we manage the
service". Liz explains, "I use the system for monitoring and
reporting on what business we're doing with providers and on how
much care is being delivered against that commissioned." Liz also
uses the data generated by the system to resolve any issues or
complaints about delivery.
Operating alongside Call-ConfirmLive!, Royal Borough of Windsor
and Maidenhead use StaffPlan's Homecare Roster for scheduling. The
roster information goes from StaffPlan to CM2000. The actual visit
data then gets fed back into Staffplan (in-house team only).
Julie is responsible for managing three out of the five external
providers and uses CallConfirm-Live! to keep an eye on delivery.
Julie says, "On a day-to-day basis we have CM2000 running minimised
in the background and go into it every now and again when we need
to". This includes checking on delivery performance and being able
to deal with any issues as they arise.
Julie continues, "We don't have many issues with the CM2000
system but when I have to ring the helpdesk they call me straight
back. The're very good, very approachable and supportive. I had one
occasion where a new provider said they didn't have their carer
cards. I rang CM2000 and they were really on the ball they knew
when they had sent them out and who had signed for them. The
recognition of who you are when you ring up is also good I like
that."
In addition to being able to monitor the performance of each
block provider and deal with any issues in 'real-time' one of the
biggest advantages the Council has experienced with using
CallConfirmLive! has been the reporting function. Liz comments,
"Reporting has proved to be really useful although we don't use all
the reports available. This is probably because when we had our
training on the system we only had a limited amount of time."
Liz and Julie feel that the introduction of electronic
monitoring has added real value to the operation and management of
homecare in the borough.
The biggest single benefit for the Council is information at the
drop of a hat and to know that it's accurate. Liz says, "with
Call-ConfirmLive! we have visit information immediately and we know
that its accurate. This has made things less arduous for our
coordinators, given more confidence in responding to issues and, as
I understand it, reduced the workload for the finance team as
well."
The introduction of monitoring has cut down on paperwork and
invoicing for Service Users is a lot easier. As a result, there has
been a reduction in complaints about incorrect invoices.
Liz says, "we also pay our block Providers on the data generated
by CallConfirmLive so they don't have to submit invoices." she
explains, "In terms of paying our providers, at the end of four
weeks we run 'planned verses actual' and pay on actual. Providers
have seen a slight reduction in income as a result but this has
been balanced by reduced admini-stration and time saved on
invoicing etc."