The challenge

Ealing Council, one of the leading local authorities in London, wanted to automate and simplify the home care incident reporting process for their external suppliers and adult social care team. They wanted to replace the manual, time-consuming process with a self-service web portal. The key challenges were:

Develop simple, easy-to-use online web interface which can be used by internal employees and external care providers
Implement rule based auto incident routing to appropriate teams
Allow adult social care team to self-manage service areas
Automatically calculate the incident priority depending upon reason for notification and service area
Develop real-time dashboards to keep track of SLAs using interactive charts and graphs

The solution

We worked closely with the Ealing's adult social care team and external suppliers to understand the challenges and regulatory compliance required in developing the home care notification portal. Undertaking an agile development approach, we developed a secure, easy-to-use, online web portal accessible to all external suppliers and Ealing employees.

To ensure maximum flexibility and eliminate manual intervention, we translated various adult social care policies, procedures and rules into a configurable rules engine such that all incidents reported could be automatically prioritised and auto-routed to the appropriate team within the council. In order to provide real-time visibility, we developed various charts and graphs that allow all social care teams involved in incident management to keep a real-time track of all reported incidents and SLAs.

The configurable components along with the MIS and KPI reports allowed the Ealing adult social care to self-manage the home care notification portal.

The benefits

Real-time reporting and monitoring of all home care incidents
Eliminated manual data entry required to transfer incident information from Emails into back office application
Auto-assignment of incidents to appropriate case workers via the configurable rules engine
Full audit trail of all reported incidents along with complete action trail