Helping Carelink Homecare Services to automate scheduling and evidence service delivery.

Carelink Homecare Services are a long-established provider of high quality homecare in North Wales. They work with the elderly, physically disabled and people suffering from dementia to help them achieve the best quality of life at home. Their person-focused approach has ensured the business has continued to grow, and in 2016 they decided it was time to embrace the latest technology to drive  efficiency and quality. Responsible Individual and Anglesey Manager, Linda Forrest Owen, has extensive experience in the care sector and her previous position as a Safeguarding Officer highlighted the role technology could play in evidencing service delivery to help manage missed and late calls. This was the starting point on a journey to implement care visit scheduling and monitoring.

Automating handwritten schedules

Carelink were producing their schedules using pen and paper when they first contacted CM. This had been working for them but as they took on more Social Care Professionals and more care packages they felt they needed to move away from a manual process.  At about the same time the CSSIW (Care and Social Services Inspectorate Wales) published a ‘National review of domiciliary care in Wales’. One of the issues highlighted by this comprehensive report was the need for effective rostering to ensure the right staff, with the right skills, arrive at the right time to provide the care and support people need. The report highlighted the need for Providers to make best use of information and communications technology and ensure internal processes were as efficient as possible. Linda says: “We looked at what was available on the market and chose CM because we thought they had a good reputation and we found CallConfirmLive! easy to use.”  

Evidencing service delivery

Monitoring the quality of remotely delivered homecare services can be challenging. One fundamental quality indicator is whether the visit took place when it was due. Reliability and time-keeping are widely recognised as being important to those using care services. Carelink decided to implement electronic care monitoring as a quality tool. Linda said: “It provides reassurance that everyone has received their service as agreed.”

Real-time alerts help manage missed and late calls

Sometimes things happen and visits don’t run to time, especially during the winter when the weather can cause delays. This is where CallConfirmLive!'s  alert functionality brings additional peace of mind. The CSSIW review highlights the role service delivery information plays in quality assurance, suggesting that Providers ‘need to know how many calls were late or missed’. It also notes the need for good communication if visits are delayed. Carelink are now empowered with real-time information thanks to CallConfirmLive!'s alerting functionality. Linda explains that “if a visit hasn’t taken place half an hour after the scheduled start time we are alerted so we can proactively contact the Supported Individual or their family to let them know what’s happening.” They have initially set up alerts for their most vulnerable Supported Individuals and plan to roll this out on a wider scale. It’s not just the Supported Individuals who benefit from real-time service delivery data. Linda adds that CallConfirmLive! is a perfect safety net for lone workers, especially in isolated areas late at night.”

Improved management information  

CallConfirmLive! provides Carelink with a wealth of information and gives them easy access to a wide range of reports. They find it particularly helpful to look at planned versus actual visit times. Linda explains: “If we see that visits are regularly taking longer or are shorter than planned we can review care needs as the package may need to change.”  CallConfirmLive! is able to hold information on DBS checks and highlight when they are due. The system also holds records of holiday and sickness, meaning all Social Care Professional data is available in one place. 

“It’s a big step to implement scheduling and monitoring, but it is already delivering great results. We can see that CallConfirmLive! will bring further benefits as we embrace more of the functionality". Linda Forrest Owen, Anglesey Manager.

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Mae Gwasanaethau Gofal Cartref Carelink yn ddarparwr hirsefydlog o ofal cartref o safon yng ngogledd Cymru. Mae’r cwmni’n gweithio gyda’r henoed, pobl sy’n gorfforol anabl a phobl sy’n dioddef o ddementia er mwyn eu helpu i fyw bywyd o’r safon orau yn eu cartrefi  eu hunain. Mae ei ddull o weithio, sy’n canolbwyntio ar yr unigolyn, wedi sicrhau bod y busnes wedi parhau i dyfu, ac yn 2016 fe benderfynodd y cwmni ei bod hi’n amser manteisio ar y dechnoleg ddiweddaraf er mwyn codi safonau a bod yn effeithiol. Mae gan Linda Forrest Owen, Unigolyn Cyfrifol a Rheolwraig Ynys Môn, brofi ad helaeth yn y sector gofal. Roedd ei swydd fl aenorol fel Swyddog Diogelu yn amlygu sut gall technoleg roi tystiolaeth o ddarpariaeth gwasanaethau i helpu rheoli galwadau hwyr neu rai gafodd eu methu. Dyma’r man cychwyn ar daith i roi gwaith cynllunio a monitro ymweliadau gofal ar waith. 

Awtomeiddio amserlenni wedi’u hysgrifennu gyda llaw 

Pan gysylltodd Carelink gyda CM yn gyntaf roedd y cwmni’n llunio ei amserlenni gan ddefnyddio papur a beiro. Roedd hyn wedi bod yn gweithio’n dda ond wrth i’r cwmni weithio gyda mwy o Weithwyr Gofal Cymdeithasol Proffesiynol a mwy o becynnau gofal roedd yn teimlo bod angen symud ymlaen o’r broses hon o ysgrifennu gyda llaw.    Tua’r un adeg fe wnaeth CSSIW (Arolygiaeth Gofal a Gwasanaethau Cymdeithasol Cymru) gyhoeddi ‘Adolygiad Cenedlaethol o Ofal Cartref yng Nghymru’.  Un o’r materion gafodd ei amlygu yn yr adroddiad cynhwysfawr hwn oedd yr angen i ddosbarthu gwaith yn effeithiol er mwyn sicrhau bod y staff cywir, gyda’r sgiliau cywir, yn cyrraedd ar amser i roi’r gofal a’r gefnogaeth sydd ei angen ar bobl. Fe amlygodd yr adroddiad yr angen i ddarparwyr wneud y gorau o dechnoleg gwybodaeth a chyfathrebu a sicrhau bod prosesau mewnol mor effeithiol â phosibl. Dywedodd Linda: “Fe edrychon ni ar beth oedd ar gael ar y farchnad a dewis CM gan ein bod ni’n meddwl bod gan y cwmni enw da ac roedden ni’n gweld bod CallConfirmLive! yn hawdd i’w ddefnyddio.”    

Rhoi tystiolaeth o ddarpariaeth gwasanaethau

Gall monitro safon gwasanaethau gofal cartref gaiff eu darparu yn bell fod yn heriol. Un dangosydd hollbwysig o safon ydy a ddigwyddodd yr ymweliad ar yr amser cywir. Mae llawer o bobl yn ymwybodol fod dibynadwyedd a gallu cadw at amser yn bwysig i bobl sy’n defnyddio gwasanaethau gofal.  Penderfynodd Carelink ddefnyddio system monitro gofal electronig fel offeryn i fesur safon. Dywedodd Linda: “Mae’n tawelu eich meddwl gan eich bod chi’n gwybod fod pawb wedi derbyn y gwasanaeth cywir.

 

Mae rhybuddion byw yn helpu i reoli galwadau   hwyr a rhai gafodd eu methu

Weithiau mae pethau yn digwydd a dydi ymweliadau ddim yn digwydd ar amser, yn enwedig yn ystod y gaeaf pan fydd y tywydd yn gallu achosi oedi. Dyma le mae nodwedd rybuddio CallConfirmLive! yn dod â mwy o dawelwch meddwl. Mae adroddiad yr Arolygiaeth yn amlygu sut gall gwybodaeth am ddarpariaeth gwasanaethau sicrhau safon, gan awgrymu fod angen i ddarparwyr ‘wybod faint o alwadau oedd yn hwyr neu ba rai gafodd eu methu’. Mae hefyd yn nodi’r angen am gyfathrebu da os caiff ymweliadau eu hoedi. Mae Carelink bellach yn derbyn gwybodaeth fyw diolch i nodwedd rybuddio CallConfirmLive! Eglurodd Linda: “Os nad ydy ymweliad wedi digwydd ymhen hanner awr o’r amser cychwyn, rydym ni’n cael gwybod am hyn fel ein bod ni’n gallu cysylltu gyda’r cleient neu ei deulu o fl aen llaw i roi gwybod am yr hyn sy’n digwydd.” Mae’r cwmni wedi gosod y system rybuddion ar gyfer ei gleientiaid mwyaf bregus i ddechrau ac mae yna’n bwriadu ei rhoi ar waith ar raddfa ehangach. Nid yn unig y cleient sy’n elwa o ddata byw am ddarpariaeth gwasanaethau. Ychwanegodd Linda fod “CallConfirmLive! yn rhwyd cwbl ddiogel ar gyfer gweithwyr sy’n gweithio ar eu pennau eu hunain yn enwedig mewn llefydd anghysbell yn hwyr gyda’r nos.”

Gwybodaeth rheoli well     

Mae CallConfirmLive! yn rhoi cyfoeth o wybodaeth i Carelink ac yn ei gwneud hi’n hawdd i’r cwmni fynd at nifer o adroddiadau. Mae’r cwmni’n ei weld yn ddefnyddiol yn bennaf er mwyn cymharu amseroedd ymweliadau disgwyliedig gyda’r amseroedd gwirioneddol. Eglurodd Linda: “Os ydym ni’n gweld bod ymweliadau yn hirach neu yn llai na’r bwriad a bod hynny’n digwydd yn rheolaidd fe allwn ni adolygu’r anghenion gofal oherwydd efallai bod angen newid y pecyn.” Mae CallConfirmLive! yn gallu dal gwybodaeth am brofi on Gwasanaeth Datgelu a Gwahardd a dangos pryd fydd angen cymryd rhai newydd.  Mae’r system hefyd yn dal record o wyliau a diwrnodau salwch y gweithwyr sy’n golygu bod holl ddata Gweithwyr Gofal Cymdeithasol Proffesiynol ar gael mewn un lle. 

“Mae’n gam mawr rhoi gwaith cynllunio a monitro ar waith, ond mae’n dod â chanlyniadau gwych yn barod. Fe allwn ni weld y bydd CallConfirmLive! yn dod â mwy o fanteision wrth inni fanteisio ymhellach ar y nodwedd". Linda Forrest Owen, Anglesey Manager

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