Property & Healthcare
Family Satisfaction from 68% to 96% After Real-Time Portal Launch
Family communication was the top complaint in a residential care group's annual survey, at 68% satisfaction. CQC had flagged it in two consecutive reports. Staff were spending four hours per home per day on calls from relatives. We built a portal. Satisfaction reached 96%.
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
Want Results Like These?
Tell us about your project. We'll look at the fit and put together a focused proposal after a 30-minute strategy call.
More Case Studies
See how we've helped businesses in other sectors and with different challenges.
Financial Services
From 8-Second Load Times to Sub-Second Performance
A payment processing platform on six-year-old infrastructure was costing £12,000 per outage. We rebuilt it from the database layer up. No unplanned downtime since.
Financial Services
12x Qualified Lead Generation: From One a Month to 3-4 Per Week
A wealth management firm with £200M AUM was getting roughly one qualified lead a month from their website. We redesigned around conversion and got them to 3-4 per week from organic traffic.
Financial Services
6 Person-Days of Monthly Billing Reduced to Fully Automated Overnight Run
A 120-client insurance brokerage was spending six person-days every month on manual billing. We automated the full cycle. Late payments fell from 28% to under 4%.
Financial Services
Month-End Processing Cut from Five Days to One
A 60-person accountancy practice was exchanging sensitive client documents over email, flagged twice by their PI insurer. We built a compliant portal. Month-end processing went from five days to one.
Financial Services
Sub-200ms Data Processing for 500,000 Daily Market Events
A proprietary trading firm was missing time-sensitive opportunities because their platform took 1.8 seconds per event batch. We rebuilt the data pipeline. Processing now runs under 200ms.
Financial Services
73% of Members Moved to Self-Service Within 90 Days
A credit union serving 8,400 members had nearly all transactions going through branch visits. Two previous digital projects had failed with off-the-shelf software. We built something bespoke. Loan approvals went from five days to same-day.
Facing a similar challenge?
Tell Us About Your Project.
We'll look at your brief and let you know if there's a good fit. Honestly and without pressure.
Schedule a Consultation