I went undercover in a home care agency

This episode of the Care CEO Success Stories podcast features Charles Cross, CEO Of Anglian Care and Ashley Care home care agencies, as well as the co-founder of Emma.ai.

Charles explains why he chose to take on the challenge of turning around Ashley Care which was rated inadequate by the CQC and how he turned it around by going undercover to assess the issues first hand.

Charles explains how through consultations and digitalising the existing paper-based system he was able to transform the company.

In this episode, Charles outlines the processes he undertook to enact change within the company as well as the future of AI within the care sector and how it can be utilised to improve care including:

•   How to introduce a digital system to better capture care records, plans, audits and other documentation to address issues.

•   How Charles went undercover under the guise of a consultancy firm to assess issues within the new acquisition firsthand.

•   Utilising short meetings with staff across the company to better understand underlying problems and gathering feedback on areas for improvement which gave a “refreshing” insight into the company.

•   Implementing pay rises for care staff, who are “at the heart of everything,” as well as increasing mileage rates, and providing more flexibility for shifts in changes geared towards improving working conditions.

•   Working with the existing team to explain “we’re not looking to change everything, but we want to go back to square one and find out what’s working for you and what isn’t,” and how this attitude got staff on board with changes.

•   Restructuring roles and responsibilities to address issues caused by decline in size and addressing motivation of remaining staff which is, “pivotal to the morale of the company to the engagement of your staff.”

•   Educating and consulting with care staff on the benefits of upcoming digitalisation changes to gain support and how Charles urged the team to “stick with him” on changes that are designed to improve care and morale.

•   Looking into offering additional training and development opportunities such as NVQ courses to care staff to improve morale, care standards and staff retention.

•   Providing jackets and protective masks to care staff based on feedback from employee surveys because Charles believes that “staff need to know that their concerns are being taken on board and changes implemented."

•   Providing 24/7 support to care teams through Emma.ai to retrieve information and alleviate pressure on managers.

•   Continuing collaboration with the care sector and prioritising their feedback to develop Emma.ai's capabilities.

•   Charles explains how he “doesn’t believe there is a place for AI devised care plans which dilute the data,” as Charles believes should be “person centred” and devised by people with first hand knowledge of individuals.

•   How Charles “firmly believes that AI is the only answer to the crisis faced by the care sector,” and how it can be utilised to improve care.