Property & Healthcare
Family Satisfaction from 68% to 96% Through Transparent Communication
Building a family communication portal for a residential care group operating four homes, providing relatives with daily updates, care plan visibility and direct messaging with care teams.
What We Were Solving
The group operated four care homes with 180 residents. Family communication was the number one complaint in their annual survey, with satisfaction at just 68 percent. Relatives called daily for updates, consuming approximately 4 hours of staff time per home per day. Care plans were paper documents that families could only review during visits. When incidents occurred, families were notified by phone, often hours later, leading to anxiety and formal complaints. CQC inspectors had noted communication as an area requiring improvement in two consecutive reports.
Our Strategic Approach
We built a family portal where each resident family can log in to see daily wellbeing updates, care plan summaries, activity participation, meal records and medication administration logs. Staff enter updates through a simple mobile interface during their normal workflow, adding no more than two minutes per resident per shift. Families can message the care team directly through the portal with guaranteed response time tracking. Incident notifications are sent immediately with appropriate detail levels based on severity. Photo sharing allows families to see their relatives participating in activities.
Deliverables
- Family portal with daily wellbeing updates per resident
- Care plan summary visibility with milestone tracking
- Staff mobile interface for efficient update entry
- Direct family-to-care-team messaging with response tracking
- Immediate incident notification with severity-based detail
- Activity and meal record visibility
- Photo sharing from activities and events
- CQC evidence dashboard for communication compliance
Project Timeline
Care Workflow Analysis
Observed staff workflows across four homes. Designed update entry to add minimal time. Mapped family information needs.
Portal and Staff Interface
Family portal, staff mobile update interface, messaging system and incident notification engine.
Records and Compliance
Care plan visibility, activity records, photo sharing and CQC evidence dashboard.
Training and Rollout
Staff training across four homes, family onboarding programme, phased activation home by home.
Measurable Results
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