Four years ago, Crescent Homecare, a domiciliary care provider in the North East with 61 staff and 132 service users faced a growing challenge. The company’s operations relied heavily on manual processes and outdated systems which couldn’t keep up with the increasing demands of their business. Director Debra Robey explains, “We started with pen and paper when there were nine of us. It worked at first, but as we grew it became clear our system wasn’t safe or efficient. We needed something better.”
After a year of using another software solution that failed to meet their needs, Crescent Homecare turned to CareLineLive. “After doing our research and interviews, we chose CareLineLive and it’s been transformative for us,” says Debra. Crescent Homecare has an Excellent rating with CQC, something it credits CareLineLive with helping to maintain.
A streamlined digital approach
Switching to CareLineLive revolutionised the way Crescent Homecare operates. Tasks that once took hours or days are now handled instantly. “Using CareLineLive as our digital software has saved us 20 to 30 hours a week, maybe more,” shares Debra. “We are a lot more efficient, we’ve saved countless hours of manpower chasing paperwork, phone lines are less busy, contact with carers is instant, and the business overall is running a lot more smoothly.”
Deputy Manager Maureen Gregory highlights the changes in care planning: “It could take me two days to make a care plan previously. Now using CareLineLive I can complete them in a day, sometimes even half a day. Everything is already on the system before we start the care package. It has halved the time I spend on creating care plans, which allows me to focus on making them more person-centred.”
Improved safety, responsiveness and sustainability
Before adopting CareLineLive the company relied on cumbersome paper systems for rotas, schedules and client details. “Staff used to collect rotas from the office on Fridays, but any changes meant printing new ones, delivering them by hand, or staff making trips back to the office. By the time you’d done that, they’d be out-of-date again” Debra recalls. “Now, updates are instant, visible in real time when carers are out and about, and the time saved is invaluable.”
Deputy Manager Dawn Turnbull remembers the challenges of being on-call: “I used to carry two massive files – one for clients and another for rotas and other staffing information. If there was an emergency I’d have to sift through papers or go back to the office for details. With CareLineLive, everything is in one place. I have my iPad, my login details and instant access to client information and emergency contacts. It’s so much safer and more efficient.”
Susan Johnson, Personal Assistant to the Directors, adds, “We’ve cut our paper use completely: from 10 reams a week to none. Rostering, reviews and appraisals are now seamless and securely safeguarded, my workload has reduced and I can provide more accurate work for our team.”
Empowering carers and enhancing care quality
CareLineLive’s intuitive system has been a hit with carers too. “Incoming carers who’ve used other systems before think CareLineLive is all-singing and all-dancing compared to what they’re used to” says Debra. The platform simplifies route planning, ensures clear communication and keeps carers focused on delivering high-quality, person-centred care.
Maureen adds, “With the time saved, I can focus on asking more detailed questions during assessments to learn about the service users’ history and past. This allows carers to build meaningful relationships and deliver better care.”
Tangible results recognised by the NHS
The NHS North East and North Cumbria Integrated Care Board (ICB) conducted interviews with Crescent Homecare staff to highlight the tangible benefits of CareLineLive. Professor Graham Evans praised the system saying: “It’s an eye-opener. Seeing first-hand how technology like this can improve care delivery is inspirational. It allows carers to focus on providing high-quality responsive care. If we can replicate what Crescent Homecare has achieved we could transform healthcare across the region.”
Director Geraldine Raggatt agrees: “CareLineLive has absolutely changed our company. We’re more efficient, safer and continually evolving as new features are added. I wouldn’t go back to where we were before.”
Watch the video interviews with Crescent Homecare below.
Watch CareLineLive’s interview with Crescent Homecare Director, Debra Robey, below.
