Ness M Care Services understand the strength that can come from community, and the passion it requires to bring such communities to life. For 15 years, their service’s reputation is synonymous with personal care, and energising support. With a clientele of around 130 people across the UK, their aim is to support people’s independence while helping them to live full lives in their communities. This commitment to community pushed them to utilise digital technology. Ness M Care Services tried their hand with different digital platforms before switching to Nourish Empower in 2021. Since then, they’ve found the centralisation of information, communication across the services and collaboration with Nourish teams to be exactly what they were looking for.
In this Ness M Care Services Case Study we discuss the following Nourish Empower features:
Centralised information & communication
Ensuring the right people always have access to the right data, securely and in real-time.
Improved care quality
With easier access to care plans, risk assessments and live updates, carers can deliver more personalised, responsive support.
Greater efficiency & time savings
Streamlined documentation and call monitoring mean less admin and more meaningful engagement with clients.
Enhanced compliance & inspection readiness
Clear evidence of care, regular review alerts, and accurate reporting improve regulatory confidence
Boosted trust & reputation
Transparent sharing of records strengthens relationships with clients, families, regulators and funders alike.
Empowered staff & managers
Carers find the app simple and reliable, while managers benefit from up-to-date information and easier oversight.
Support for business growth
Smoother operations have enabled Ness M Care Services to expand confidently without sacrificing quality of care.
We spoke to Ness M Care Services’s Founder and Managing Director, Jacqualine Moyo, about their experience with Nourish. We explored how they ensure their teams are informed and their community remains connected with Nourish Empower. The benefits that are felt at every level of their service, throughout their community and the positive impact this has had for their reputation with clients, regulators and funders alike!
Why did you choose to switch to Nourish?
“We previously used a different software, and we were getting annoyed with it. There was a lot of frustration around access to the software. It was unresponsive and we were constantly being cut off. As you can imagine in this environment, homecare doesn’t wait for anything. When I was talking about these issues with other providers they recommended I look into Nourish Empower.
“Once we switched the accessibility and ease of use was quickly apparent to us. My Team Leaders and I found it was easy to create rotas and share with the team. Our teams were no longer getting cut off from the information they needed, because it is all accessible on their phones.”
How did your teams find onboarding onto the new system?
“Nourish Empower is a very user friendly. When we onboarded our teams to Empower they picked it up quite quickly. Including the admin staff in the office found it quite easy to onboard information. It was straightforward for them to share the right information with the right people across our service.”
How does our team support you?
“We have a dedicated Account Manager who is readily available and they are an enormous resource for us. We also have an Empower ‘superuser’ of sorts on our side who communicates with our Account Manager on our behalf. Thanks to this established relationship addressing challenges when they arise is seamless for us. We contact our Empower communications person and they get in touch with our Account Manager.
“We also find the updates through the app really useful. It’s a great source of upcoming important information. As well as being a quick and straightforward way to get solutions and direction on the app.”
How do you ensure the right information goes to the right people with Empower?
“Roles and permissions are a massive help. We can share information across the system to everybody who needed it. It’s accessible to all our staff, with obvious limitations depending on who you are within the organisation. We’ve got carers, team leaders, registered managers and of course senior people like myself. We must manage the data effectively, and share it appropriately. Our senior people are able to manage information that everyone else can’t access or change. So Empower allows for us to have our own level of boundaries. Which is vital for secure information and data protection.”
How does Nourish Empower help you communicate better across your service?
“When we’ve got, for example, a new client, it’s much easier to share their information with the right people. Previously it was always a challenge in terms of effectively communicating important information to our carers. We’ve always been able to do that in person. Now that information is uploaded and readily available to everybody it’s much easier to communicate across our service. You only need to send people to their app if you needed to send out a message specifically about a client, or if I want to send a general message to our teams, it is visible to them wherever they are.
“So communication is faster and is more efficient and is to everybody that needs it.”
Does Empower make it easier to evidence your care?
“Absolutely, in terms of evidencing to both regulators and the local authorities who are very keen to know how we spend their money! They want to see that we are actually spending the time that they pay us for with the client. Which is why the call monitoring features on the Empower app are so impactful. All our staff can record their actual appointment times accurately and securely with ease when they log in and out. Which creates the exact evidence we are being asked for.
“It’s not just the logging in and logging out either. It is able to tell us live about the care that we provide as it happens. As soon as somebody writes their information and presses the send button at the end of an appointment, it is available on the other side for our managers. This again helps improve our communication and ensures the right people have what they need. It’s very helpful for care management.”
How does the accessibility of this information help you improve care quality?
“The accessibility of care documents to staff improved the quality of our care a lot. Our teams can do a lot better when they have the right information. Care plans are essential documents in care, and the accessibility of those documents or similarly important information like risk assessments, to our staff is vital. Having them so easily to hand has improved care significantly and been a game changer for us.
“It’s also helped us improve the quality of the notes our teams are writing. We are able to see what they are writing and this helps us from both and communication and a training point of view. In terms of training our staff, it helps us refine how we document appointments effectively. Quality documentation is a serious side of care that people don’t think about enough in my opinion. If it’s not written properly, it doesn’t reflect the exact needs of the person. Then they don’t get the care and support they need. By centralising our information, improving the quality of that information and then applying it to our care we have significantly improved the support we provide to our community.”
So centralisation is a key benefit to your service?
“Absolutely, centralisation is a huge benefit. Especially with the alerts we can set up to highlight important information and timelines.”
How do the alerts help?
“Lots of ways, lets take the example of a care plan. Care plans need to be reviewed regularly. We generally set care plan review for every four months quarter. With Nourish Empower I can set up alerts to make sure we stay on top of these reviews at every level of our service. It will give an orange alert when it’s near the time, and when you’re past the review period to changes to red. It seems simple but it’s a big help for understanding what’s coming at a glance. It’s also a very important compliance tool from an inspection point of view.
“Care plan reviewing is essential for quality care. As well as engaging with the people you support. Homecare can quickly become quite hectic, and that is when things can get overlooked or underreported. Alerts make sure nothing falls between the cracks of your care delivery. Ensuring we are always up to date and in step with our clients, from our carers to our senior level.”
What is a key benefit your managers receive from Nourish Empower?
“First of all, from a director level, it’s made things a lot simpler for all my managers. Which is always what you want for the system.
“For our managers, information is key. Access to information is key for staff. It impacts the way we communicate and everything else throughout our service. The fact the information from our appointments is up to date and shared as soon as it is recorded is incredible.
“Also when preparing for an inspection as a registered manager it’s fantastic. All the things that I’ve been talking about; the access to information, the alerts, the way it organises the care system, the client and staff information and just simplifies all these things from an inspection point. It’s brilliant.”
What is a key benefit your carers receive from the platform?
“I think the most important was the accessibility and the availability. We can rely on Nourish Empower. I mean, comparing it to the issues we had with our previous software it’s night and day. We’ve never had a situation where we shut down.
“The ease of use is also critical. Our carers find the app so simple and effective. I may be the managing director but I also still participate as a carer. So, I experienced first hand how the app enhanced our approach to care.
“It’s so straightforward and it speeds up so much of our admin. Checklists also expedite the documenting about a client. Which is much quicker than writing by hand like we used to do. It’s quick, it’s easy to share and it gives our carers more time with the people we support.”
How are these benefits felt by the people you support?
“I think first of all, it’s better quality care. The care that they receive is very well guided. Their care plans are regularly reviewed as well the impact of our support, which keeps us up to date. This means we can move the journey of their needs with them. Adapting our support to their ambition and co-producing the best results for everyone involved. Because we are there when things change, we can see them change and we are informed at all times.
“Also, people want to know about what we write about them. The Empower app makes it very easy to download that information and send it to our clients. Or share it with their relatives if they need to see information about their loved ones. We can email this information or download it and share as appropriate. It’s got the facts that are needed. It’s got the care at the time they came in, all visible for them to query if they want to.
“So it’s improved trust. It’s improved the relationship that we have with our clients and their families. The trust that when they see things that we see. We noticed it also improved our company reputation as well in the areas we worked with.”
Does this improve your reputation with your funders as well?
“Of course! The funders are part of the community. Obviously they want the right information to justify their spending. With Nourish Empower we can deliver evidence of what we do, when we do it, and how long we do it for easily. Which has improved our reputation with them. If this information is not very clear, it reduces the levels of trust.
“We are in a much, much better space with our funding authorities because we can deliver information that they can see clearly.”
How much time does Nourish Empower help Ness M Care Services save?
“It’s hard to quantify but it’s evident in the pace with which information is shared throughout our service. We are in a position to accept a package at 5:00pm at end of the day. Because our carers will have access to this information when they go visit that person later that day. That’s improves our pace across the board, which is difficult to quantify.
“The time spent typing writing is drastically reduced, which is easier! Our reports say on average we are able to give 10 minutes of direct engagement to our clients. That are not task related. Just focused on engaging them and getting to know them, thanks to the app giving us that extra time with the people we support.”
Has Nourish Empower helped you grow as a business?
“Definitely, we’ve seen our significant growth over the past couple of years. Obviously when everything flows smoothly, we are able to grow. We are able to take on clients, upload and quickly have information accessible. We can efficiently arrange and organise our staff.
“I think it would have been very difficult to grow at the level we have without Empower. To manage the level of what we’ve experienced without a software that is tied to our community and supporting our processes would be very difficult.
“In turn, I feel we also help you grow too. We’ve been part of your journey by feeding information back to you. We feel like we’re in a partnership because we can see the feedback we provide being implemented.”
Co-production is central to our processes, so in closing, why are you confident about your future with Nourish?
“I think it’s the accessibility to information really, which has improved our communication. I see efficient care planning and remote monitoring helping us improve outcomes for the people we support. As a provider we are better at compliance. Homecare is a very highly regulated industry so this is a big win for us.
“But also in terms of our contracts and complying them, particularly the financial side of the contracts. We were struggling to evidence visibly the actual appointment times that we spent with clients. Now it’s a straightforward and simple process.
“Really Nourish Empower improved things in many areas, so it’s hard to pick just one! As a managing director I’ve got a very happy staff, a thriving business, and I feel very supported.”
“The future is bright. Nourish are an attentive company. You consider what the customer says and really work on relationships with them. I know you appreciate that the job we do is very difficult. That information is key to what we do. That understanding is why I really see a future with Nourish.”
