Lumacare

Overview

Faced with an outdated system that failed to scale out services, Lumacare approached Firestitch to:
  • Set up a manageable dashboard and tracking system catered to the specific needs of supervisors and workers
  • Engage a more usable interface to onboard clients at a faster rate
  • Improve overall site efficiency

The problem

In January 2014, Lumacare had a great problem. They had recently launched a service that enabled seniors to avoid long-term care accommodations, allowing them to remain in their own homes with the help of PSWs or Personal Support Worker visits. For each client, a PSW would arrive at certain times during the week, provide a set of services, and report back to the office. At the time, the service had grown to around 30 clients with over a hundred appointments a week. There was a great demand but there were also inefficiencies that threatened to suffocate growth. Lumacare already had a huge ERP system where it could store all the data relating to the new service; however, it lacked the specific process optimizations needed to scale out these services.

The solution

In order to create a more efficient and seamless process, Firestitch developed a two-part solution.

For supervisors:

Firestitch went to work creating a management dashboard that defined both client and worker schedules. From this, a user-friendly schedule view was interlaid to make scheduling events amongst thousands of people as simple as managing a personal calendar.

Additonal logic was added to appointments, including the ability to create recurring events and detailed requirements. This now enables the user to define the expectation once, such as a recurring appointment, to translate into every occurrence.

For workers:

A secure tablet application was created that makes viewing a schedule, checking in, submitting data, communications, and checking out simpler than tying a shoe. The application also embedded standards and tracking quality through the process, and created visibility for supervisors to manage the team intelligently.

Results

Data intelligence

“We can address surprises and changes very quickly with the new system because (a) we have live and linked data at our fingertips (b) our changes happen immediately and appear automatically for affected people. If someone calls in to complain, we can see the exact history from all staff available immediately.”

Worker oversight

“It helps our team to stay on time, and gives management visibility into the actual time”
“Seeing real data on checkins and checkouts allow us to understand performance.”

Setting expectations and client satisfaction

“We spent tremendous time tracking data, but still never had a full picture of our performance. Now we have dashboards that provide detailed answers with real- time data”

Training and quality assurance

“Without the app new employees were confused, inefficient and error- prone. As soon as they get the app, our new hires know what they need to do. We specify requirements once, then the app enforces these requirements for each appointment. Individuals don’t have to remember standards, on the contrary, you have to work hard to break standards and the system will. ”

Results by the numbers

It can be hard to quantify training and intelligence benefits of a business automation system. Instead, we’ll look at just 3 simple task duration metrics that were transformed by the app:
  • To onboard a client, it took 1 hour of scheduling and now it takes only 6 minutes.
  • To reschedule an existing client, it took 4 hours and now it only takes 1 hour.
  • To transcribe reports from an appointment, it took 8 minutes and now it takes 0 time.

Keith and the team have been great to work with! They have definitely taken the time to learn about what we do, how we do it and where we can improve. Since the new application, our team has not only been more productive and efficient; we have also been able to reach out to clients more and grow our business. Firestitch is our key to continue to grow our business where we will be operating with the same fundamentals from location to location.

Anthony Mazzaferro

Talent Employment Inc

When collaborating with FireStitch on building a solution or adding new features  it always felt like we were on one team. FireStitch has always been able to expand on our ideas and come up with even better solutions after conducting thorough analyzes of our business practises

Andrey Savenkov

Luma Care

The Firestitch team is made up of professional, and talented software designers and developers who take timelines and budgets seriously, which in my experience is a rarity in the software development field. I would recommend them with no hesitation.

Roland Mechler

Director Operations – NEXSYS Financial Inc.

I have found working with Firestitch a great pleasure. When I need a project completed, I search for the best person or company to get the job done perfectly and efficiently. I truly found this in Firestitch. I needed website design and development support and Firestitch got the job done with precision and excellence.

Mike McCarthy

President, B.A., B.Ed., M.Ed. – Sound Coaching

In the Canadian healthcare industry, oftentimes providers are stuck with antiquated or expensive proprietary software. In order to maintain an edge in a competitive market, our company realized we would have to provide business solutions with technology. That meant custom software. Our problem was getting from fledgling idea to product. Firestitch demonstrated that not only could they turn that idea into reality, but that the idea could exceed all of our expectations.

Darcy Norman

Operations Manager – Robson’s Pharmacy

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