Caregiver Rostering for a Home Care Provider

The provider operates through a large franchise network. Client requirements, caregiver schedules, tasks, time records and finances sat in separate systems, so caregivers and operations staff phoned and emailed each other to establish what needed to happen. When a caregiver could not attend a visit, finding a replacement took trial and error.

Every change to a service procedure had to be issued again across the franchises, sometimes on paper. With information split this way, it was hard to keep a clear view of each client’s care or to act quickly when a plan changed.

The provider built one care services application on Appian, covering the work from client onboarding to invoicing. Field officers record a client’s needs at onboarding, write the care plan and get it signed off. The roster is built from that plan and matched to a caregiver, who sees the assigned work in the app.

Caregivers check in and out of each task on their own devices, even without a connection. Operations staff view schedules, reassign work, and generate caregiver payroll and client invoices. The app also holds the current care procedures and training guidance, and keeps each franchise’s data separate.

The provider decommissioned four other applications. Because caregivers check in live, a missed visit shows up as it happens, and operations can arrange a replacement in a few clicks. Client requirements and caregiver availability now sit in one record, so matching them takes less administration, and staff work from the latest procedures.