Cultural change is key

Our accreditation based on-boarding process has been thoughtfully designed to make adoption easier for front line teams and has as much emphasis on supporting them with their cultural and behavioural shift, as it does on system training.

The on-boarding process can be modified to suit your exact needs but the following gives you a good idea of how we typically support care providers. We will facilitate a pre-implementation meeting to scope your exact plans further.


Fast adoption without the sacrifice

There are five key stages to our implementation, designed to ensure maximum control and visibility of progress, and minimum disruption to your services. Below is a high level view of what each stage covers.

Planning

The first event is the high level planning and programme strategy session conducted with key stakeholders to build a logistical picture of how KareInn and your team would roll out across all your care homes. 

  • Key stakeholders identified and invited to join

  • Agreement on a rollout approach (e.g. by region, by type of home)

  • Agreement on a rollout phasing, timescale and adjustments to process

  • High level logistics (e.g. choice of mobile device, transcribing)

  • Agreement on how we will quantify and measure programme success

  • Discuss around new internal processes required (will be followed up in standalone sessions)

  • Discuss extra development and integration requirements from the KareInn team (followed up in standalone sessions)

Once the overall approach is agreed at a programme level, each Regional Director will be introduced to KareInn and assigned an Account Manager who will support their area from the first meeting through to regular checkups and ongoing support, to ensure you are reaping the benefit of our partnership.

Scoping

We hold a face-to-face planning meeting with Regional Directors and each Home Manager. We use this phase to get to know the intricacies of each home, begin to build our relationship with the Home Manager and identify their Champions, who become train-the-trainers when the home is in business as usual mode.

It is important that key stakeholders see the coming change as a net benefit to their daily life.

  • We agree key logistical preferences - such as communication, training, key roles & responsibilities and launch dates.

  • We collect the key information required to set the home up on the platform (e.g. care staff names and job titles).

Preparation 

Using information collected from the meeting, our support team sets up the care home on our platform.

A starter pack is put together and sent to the care home. This will include support materials including communication material that you can use to begin to communicate to your residents and their families as well as external stakeholders.

Take up of our platform works best when care staff are able to see the actual residents that they care for, from the moment they first sign-in. KareInn will set up all of your resident profiles on the system, with the setup of the care plans done in a number of ways.

  • Your senior care staff transcribes each resident care plan

  • You use our optional digitisation service

Training

Once the care plans are setup, our training team will run onsite face-to-face training sessions with your nurses / shift leaders, champions & administrators and your wider care team to help them navigate and become confident in using the KareInn system.

We make the Go Live date a ceremonial occasion and bring treats for the staff.

Any further one-on-one support that is needed will be given throughout the day.  KareInn will remain on site for the training day to help troubleshoot any issues.

Support

Once a care home is fully onboarded, a dedicated Telephone (9am-5pm), Email and 24/7 In App helpdesk is available to fully support the homes. 

At a home level we provide a step-by-step accreditation programme to help ensure implementation success and to provide you with a great visual tool to see how each of your homes are doing. 

Our accreditation programme sets realistic expectations on what should be achieved on a week by week basis.  A hard copy is given to the Manager at the planning meeting, so that they can review it. During the next eight weeks,  the Account Manager will monitor and work with the Manager to achieve the goals that are set.

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Week by week, the visual tracker will be completed by KareInn and sent to the Manager, to discuss their progress and assist if they are having any difficulties.  The Accreditation progress, will also be shared with the Senior Management team, so that they too can monitor progress.

Our Account Manager will support each home to complete our accreditation programme, with weekly support for your manager and champions, at the end of which we sign-off your home if we are happy they are meeting the standards.


Your support team

Our team, and how we are setup, is the key ingredient to the success of your customer experience. Outlined below is a high level overview of how we structure ourselves internally to ensure the best possible experience for all our customers.

Head of Customer Experience / Senior ACCOUNT MANAGER

Liaises with your key head office stakeholders to oversee the implementation of the platform across all your homes.

Customer Experience Coordinator

Coordinates all our account managers and trainers in the field, organises their schedules and reports on implementation progress. 

Account Managers

Liaises with, and supports your care home managers and their respective regional manager through the onboarding process to ongoing support.

Training Team

Trains senior and then care staff on the use of the KareInn platform.

Transcribing Team

Team of transcribers able to digitise a paper based care plan onto our platform.

Support Team

Triages and responds to inbound inquiries. Produces new tutorials, FAQ’s and digests.

Product Development Team

Designs, builds and manages the KareInn platform.


24/7 support

In App HELP CENTRE Support

Within the app we have a support facility that is available 24x7 and allows your care staff to answer questions on functionality, report issues and raise a query which our support team will track and respond to. We are able to share with you key themes and response times and use them to direct further improvements to the platform.

Online Tutorials & FAQs

We have a set of online tutorials and FAQs that cover off on-boarding new starts to the system and many of the commonly used features of our platform. This helps keep support queries down to a minimum and allows care staff to discover the platform in their own time.

Educational Newsletters

Our product team regularly send out newsletters to keep our distributed client base up to speed with how to get the most from features within the platform. They are especially useful in helping new staff get up to speed and help to prepare staff for new features.

Release Digests

Before we release any changes to the system, we send out release digests to all the senior care home staff to cascade and generate anticipation.

Bi-Annual Checkups

A KareInn account manager will check in with each home on a bi-annual basis to review how our service is running.


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