Primary Homecare - Innovation Recognised as Driver of Client Experience
Primary Homecare were worthy winners of the Innovation Award at the 2023 Suffolk Care Awards. Their commitment to employing technology, prioritising staff development, and addressing challenges in the care sector set them apart as clear innovators in the region.
What Winning the Award Meant
Winning the Innovation Award at the Suffolk Care Awards was a huge achievement for Primary Homecare. It recognised the relentless hard work, dedication, and adaptability by their staff. The award specifically acknowledged their successful integration of technology, paperless approaches, and initiatives to support overseas staff. It demonstrated the importance of managing change effectively and highlighted Primary Homecare's ‘out the box thinking’ to tackle the recruitment crisis in the care sector.
In their own words, the award meant “being acknowledged for the efforts of the past year, recognising the staff's dedication to embracing new practices, including technological solutions like Nurse Buddy and Microsoft 365.” The award also celebrated their work in sponsoring and supporting overseas staff, addressing recruitment challenges, and bridging cultural gaps through mentoring and support.
Innovatively Combining Tech with People
Primary Homecare's journey towards innovation began with the early adoption of electronic rostering and planning systems - removing the arduous and lengthy task of managing reams of paperwork and keeping file systems organised. Collaborating closely with Nurse Buddy developers, they ensured that the system was not only functional but also tailored to the unique demands of the care sector. Going a step further, the company decided to go completely paperless, leveraging the user-friendly Microsoft 365 for its security and reliability. This move not only streamlined their operations, and in turn creating efficiencies, but also showcased their dedication to staying ahead of the curve.
Primary Homecare extended their tech solutions into clients' homes, introducing devices to monitor health and wellbeing. Their in-house program to teach English cooking, familiarise clients with UK terms, slang, and cultural nuances demonstrated a commitment to holistic care and ensuring that geographical and cultural boundaries only had a positive influence. Additionally, they addressed challenges faced by international recruits by providing driving instructors to support them in understanding the Highway Code and developing hazard perception skills.
Ongoing Support from Care Development East
Primary Homecare attributed part of their success to the resources and facilities provided by Care Development East. They actively participated in training sessions and attended the Care Development East conferences and awards ceremonies. These opportunities allowed them to stay abreast of industry trends, gain valuable insights, and connect with like-minded professionals.
Unignorable Challenges
Despite their success, Primary Homecare acknowledged ongoing challenges in the care sector. Staffing issues, while improving, remained a concern. Client expectations presented difficulties, as some clients expected to choose their carers without understanding the intricacies of scheduling and rota planning. Funding constraints posed additional pressures, particularly when dealing with time-sensitive tasks within limited timeframes.
Positive Impact
Primary Homecare finds the most rewarding aspect of working in the care sector to be the positive impact on clients' lives. Gratitude from clients and compliments about staff efforts serve as constant reminders of the meaningful work they do. The company attributes the collective commitment of their team to the ability to provide the best care possible.