Crossroads Care Forest of Dean and Herefordshire emphasise the importance of training and pilots for successful ECM implementation.
Crossroads Care Forest of Dean and Herefordshire has been using Webroster.net since 2010 to roster its 130 staff. In April 2015 they decided to use Webroster’s Bee app to save time and costs involved in processing timesheets and roster changes, to improve lone worker safety and above all else, to comply with Council contracts. This meant big changes for the organisation, who provide respite care, personal care, independence support and specialist care to over 470 clients.
“We knew that by using Bee we would save a lot of time and money, but encouraging our care staff to change the way they have been working for years was a big task; some people have done this job their whole careers and completing paper timesheets is the only way they know.” Explained Lauren Pacey, Administrator. “We decided on a slow and steady strategy, making sure we got each stage right before moving onto the next” Lauren continued.
This meant starting by running a one month pilot where 10 staff in different locations were given a phone with Bee installed and set up on it.
“The pilot staff were asked to use the Bee app alongside our usual manual processes for one month. If they had any queries when they were using the app, they phoned into the office so we could monitor the usability and log any issues.”
The pilot wasn’t without hiccups; once the Bee app was being used in the field, staff started to ask further questions about how to use it. Lauren and her team quickly reacted by producing a bespoke user pack which was subsequently given out with each app. After a month long pilot, the team continued to roll out Bee to all field staff, in groups of 10 at a time. They made sure each staff member received all the training they needed.
“Initially, training was done to all 10 staff members at a time, but we found that people weren’t comfortable asking questions in a large group, so we now train on a one to one basis. When we first started it took us about two hours to train a new Bee user. Now, as our own knowledge of Bee has increased and we are more comfortable talking about it, it only takes us 30 minutes.” She continued.
Field staff were understandably dubious about the Bee app at first and lacked confidence in taking the ‘leap of faith’ into the world of technology. Lauren explained that they reassured them by explaining the benefits of Bee.
“We helped staff to understand that Bee would actually make their job easier; there would be no more timesheets to fill in; they can see their own rota up to nine days in advance; they can see client details that they would have previously had to call the office to get such as name, address, key safe code etc; they have access to a panic SOS button and use of the phone’s sat nav.” She said.
It took the team four months to implement Bee but was well worth the wait;
“We have increased productivity all round; field staff are happy and can get on with their jobs without having to make regular calls to the office. Office staff are happy as they have saved over 51 hours and £494 a month in admin time and costs and over £225 per month in postage costs. That’s a total saving of £8,628 per year! With the time we have saved since implementing Bee, I have been able to take on an additional marketing and communications role in the office. Our Payroll Manager loves Bee as payroll as timesheets are always confirmed on time!” Lauren concluded.
Click here to find out more about the benefits of the Bee app for your organisation.