Technology can change inputs, outcomes and overall understanding. When an organisation changes its technology, the impact ripples out across their connections. In the deeply intertwined world of social care, these ripples can quickly become waves, such as with the increasing adoption of Total Mobile by commissioning bodies in the UK impacting providers positions on their framework, and by extension funding rates and contract allocation.
Over the last few years Total Mobile has been implemented in six Health and Social Care Partnerships (HSCP) in Scotland, including Inverclyde, North Ayrshire and Fife. As well as several councils in England and Wales such as Nottinghamshire and Worcestershire.
The impact of this adoption is felt in several areas. In some regions, such as Inverclyde, providers need an integration between Total Mobile and their digital care record. This is particularly pronounced in Scotland, where an integration with Total Mobile is necessary to be considered as providing Self Directed Support (SDS) Option 3. And as such receive the appropriate funding for providing a ‘monitored’ service.
We spoke to providers effected by this integration to understand the full picture.
A mandatory integration
Evergreen Home Support have been operating in Greenock for 25 years, the past 18 of which as a charitable organisation. We spoke to their Compliance Manager, Janis Delaney, to learn more about the need for this integration.
“Our local HSCP signed a contract with Total Mobile last year. That contract stated that external providers had to link their information to Total Mobile. We received letters from the HSCP telling us when we had to be compliant with the contract. They said that if we didn’t have this link, our payments would be reduced. This is because we would then be classed as being a ‘non-monitored’ service. Because they couldn’t get the appointment information they need.
“Approximately 95% of the services we provided are funded by the council. The funding difference between providing them as ‘monitored’ Option 3 and ‘non-monitored’ Option 2 services would have a huge impact on our ability to support our community.”
Finding the right system
“The software supplier we were with for rostering and call monitoring didn’t have an integration with Total Mobile,” explained Janis. “After a few months of not seeing any development from them on that front we started to look for other options. That led us to Nourish. A provider local to us, Cottage Care, already used Nourish so we asked could we visit them and see it in action.
“They were kind enough to let me do a site visit with them and I was very impressed by the Nourish system. After seeing it in a live environment, we decided to go with Nourish because I was impressed by the system. I was impressed by the demos and I didn’t get the hard sell, which I really appreciated. I got basic facts, anything that I questioned, I got an answer for it. And I felt confident that I was going to get the system and that the integration with Total Mobile was going to be there.”
A successful implementation
“In the end we met the HSCP’s deadline and didn’t receive any financial penalties, which was our main goal. At the end of the day, from a financial point of view, the difference between being classified as providing ‘monitored’ and ‘unmonitored’ support is important to any business.
“But even from a person with support point of view and a family point of view, the monitoring allows us to evidence that that service has taken place. We can show somebody has been in, they’ve stayed 43 minutes and they’re out again. That’s also great for keeping our lone working staff safe. The tracking lets us know where they are, where they’re going to next and things like that.
“Obviously as a business the financial side of it is vital. You don’t want to be paid at a reduced rate for providing the same service. But there’s other advantages as well. It’s not all just about the money. It also helps us improve our support for lone workers and family engagement. It builds confidence throughout the service, because we can clearly see so much of what’s happening.
“All of us at Evergreen are very happy with the pre-sale and the after-sale support from Nourish. It has been exceptionally good. You’ve been very patient with us and helped us through things. All the feedback so far from our office staff and the carers has been excellent. Nobody’s had any negatives about the Empower system, which is very good.”
The importance of a Total Mobile integration for contracts
We also spoke to Karen Gallagher, Registered Manager for Cottage Care. Another home health service that works with Inverclyde council.
“The bulk of our work comes from the framework at Inverclyde Council,” said Karen. “If we were in breach of the contract, we would lose that work and we would have been in breach of the contract if we didn’t have our system up and running with theirs.
“Now that the integration is place, going forward our staff will only have to sign into calls with the Nourish system. Previously we would have to sign in with two separate systems.”
An integrated future for digital social care
Social Care is digitising at an unprecedented rate. Solutions erupted across our sector following Covid, with funding and functionality helping drive adoption. When the sector reached 80% adoption of digital social care records, it showed an aptitude and appetite for digital solutions to support improved outcomes and more efficient services. Now, that same impetus is driving the development of integrations in social care, a direction we are fully committed to at Nourish.
Our integration with Total Mobile reflects our commitment to building connections across digital systems, services and institutions.
