Care home resident and family self-service portal
A resident or a right-holder finds documents and notices addressed to him/her. Questions are forwarded to the responsible staff of the institution under the beneficiary's access rights.
The information for the close is transmitted by separate calls, not always preserving the history of the question and the rights of the recipient. The answer depends on the employee available at the time. The close person addresses repeatedly or receives different explanations. It is more difficult for employees to complete the question and devote time to the care of the population.
How the solution works
- Check the identity and background of the recipient
- Set the information and action allowed to it
- Submit an agreed message or document
- To refer the question to the responsible employee
- Resume access in case of change of circumstances
Key challenges
- Communicating loved ones requires a lot of manual work
Solution capabilities
The role of the recipient
The contact person, the account payer and the legal representative have different rights. The resident himself remains a care participant.
Scope of information
Administrative documents, daily activity information and health data are provided on a per-beneficiary basis.
Purpose of Notices
Planned information is separated from an event that requires personal or immediate communication through another channel.
Question progress
The request has a recipient and a response state. Internal maintenance notes are not sent automatically as a prepared explanation to the family.
Change of access
The end of the mandate or the change in the resident's decision in time alters the allowed scope and leaves a history of actions.
Business context
- Communicating loved ones requires a lot of manual work
- The information for the close is transmitted by separate calls, not always preserving the history of the question and the rights of the recipient. The answer depends on the employee available at the time. The close person addresses repeatedly or receives different explanations. It is more difficult for employees to complete the question and devote time to the care of the population.
- The close one gets the information and clear contact for him
- It is important for a resident's loved one to understand the institution's message and know who to ask. Self-service allows for consistent communication according to the rights of a particular recipient. This facilitates daily communication while preserving the privacy and representation conditions of the resident.
Core features
- The role of the recipient
- Scope of information
- Purpose of Notices
- Question progress
- Change of access
Key integrations
- Resident and Representation Register
- Relevant connection, rights and their validity.
- Document and Maintenance Processes
- Information prepared for the particular recipient and response from the responsible employee.
Potential impact (%)
The ranges indicate an illustrative relative change in the metric under the stated assumptions. Results depend on the starting position and actual use of the solution. Percentages for different metrics must not be added together.
Number of resubmissions
12–42%Decreasing
This illustrative scenario assumes that 30-60% of errors can be addressed through the data and rule checks described. That share is assumed to fall by 40-70%. Company data is needed to verify both the addressable share and the resulting change.
Count repeated submissions of the same administrative documents per month.
Time to gather information in response to an administrative enquiry
16–42%Decreasing
This illustrative scenario assumes that 40-70% of information searches and repeated cross-checks can be addressed. That share is assumed to fall by 40-60%. Company data is needed to verify both the addressable workload and the resulting change.
Measure the minutes of an employee to resolve an administrative enquiry, separately from the care discussion.
Part of negative feedback on information provided by the care institution
4–15%Decreasing
Indicative assumption: 15-30% of negative reviews relate to unclear reports from the care institution to the recipient. The decision could reduce this proportion by 25-50%. This is a scenario of potential; assumptions need to be verified by feedback collected by the company.
When a company starts collecting feedback, negative reviews about the information provided by the care institution are counted from all assessments received on this topic. The same method of assessment is applied before and after installation and similar customer groups are compared. Without initial data, the actual change is not determined.
Conditional calculation scenarios. The assumptions have not been validated against client measurements.
When this solution is relevant
- Residents and their loved ones regularly request documents or information about services that have already been prepared.
- Employees send the same information separately and check the recipient's right to receive it each time.
Project scope and implementation
Document and message access is determined by the rights of a specific recipient. If an existing secure channel conveniently provides the necessary information, its capabilities are used. Additional self-service functions are associated with repeated requests from residents and loved ones.
Further development options
- Additional content only after each category has been checked by the recipient, the purpose and the responsibility of the report produced.