When clients, informal carers or other service providers can take responsibility for a task, it does not have to be assigned to a highly qualified healthcare professional. At the same time, care should be delivered when the patient needs it, rather than wait until the next consult.
CareBuilder allows caregivers and managers easily to set up and customise triage and escalation protocols, which ensure reliable and efficient allocation and escalation of alarms and care tasks in specific situations, for specific groups of clients and even individuals. CareBuilder triage protocols additionally help eliminate false positives from monitoring devices, greatly reducing unnecessary burden on care staff.
CareBuilder’s powerful communications and care management technology enables many care tasks to be delivered remotely and automates time consuming administration activities. This allows for more efficient use of qualified resources within the organisation. CareBuilder’s solutions ensure caregivers as well as clients are always safe, connected and supported.
Through a tailor-made touchscreen home hub, clients communicate with care professionals, informal carers, family and friends. The home hub has been introduced with great success also for clients who have little or no experience with the Internet or digital tools and with clients who have psychological and physical limitations. By integrating proprietary as well as third-party devices and apps on the platform, we have added a series of functions around prevention, therapy and long-term care for a wide range of care needs.
As part of her revalidation programme following surgery, Jane (78) is receiving physiotherapy and must take medication against pain and inflammation. The nurse has already ensured recurring medication reminders are delivered to Jane via the CareBuilder Client Portal and the connected medicine dispenser. Also via the Client Portal, Jane is following the exercise programme on videos posted by her physiotherapist. When Jane one day fails to follow her physiotherapy exercise, CareBuilder triggers a request that a caregiver check up on Jane. The request is enriched with relevant information concerning what triggered it, how urgent the request is and whether only certain qualified staff should attend to it. Any device or intelligent signal-processing system can be managed within the CareBuilder platform to trigger follow-up tasks.
CareBuilder’s real-time triage engine matches the request to check up on Jane with appropriate caregivers, based on the organisations’ policies and factors such as availability and location of qualified resources. The request is initially sent to an family member normally available on weekends, via CareBuilder’s Family Portal. When the family fail to pick up the request, it is automatically escalated to the nurse nearest to Jane’s home at the time.
Care tasks are ‘broadcasted’ to appropriate caregivers along with relevant information concerning the nature of the situation and related task, instructions, customer location and contact details. CareBuilder offers a number of communication options to ensure connectivity: phone call, email, social media such as WhatApp, SMS or push messages within the CareBuilder Apps. In this case the nurse receives the request to check up on Jane via the CareBuilder Caregiver App on her smartphone. The nurse can immediately see that the request was triggered because Jane missed her rehabilitation physiotherapy routine. Via the Caregiver App, the nurse accepts the request to check up on Jane – automatically letting her colleagues know she has picked up this care task.
The CareBuilder app includes many features designed to support caregivers when performing a task. In this case, the nurse uses the CareBuilder app to video-call Jane. Jane picks up the video-call via the CareBuilder Client Portal. The nurse can see that Jane is in pain. Jane explains that she felt pain during the physiotherapy routine the previous evening and all night after that. The nurse checks the App’s report on Jane’s medication and sees that Jane has been taking her medication correctly. She can also see that, when asked by the CareBuilder Client Portal, Jane recorded normal pain levels over the previous days. The nurse then decides to ask the physiotherapist’s opinion. Following a brief call with the nurse, the nurse reassigns the care task to the physiotherapist, who video-calls Jane shortly after. During the call, he replaces some of Jane’s exercises with less strenuous ones. He watches as she tries the new exercises. He asks Jane to press the ‘help’ button in the Client Portal (on her touchscreen tablet) should she have further difficulties with any exercises.
The therapist enters some notes concerning the outcome of the short consultation with Jane via the Caregiver Portal. He further updates the task status to ‘done’ and closes off the task. This real-time information is continuously ‘broadcasted’ and used by care staff and by management to manage productivity, response times and quality of care. Additionally, this information is transferred to the organisation’s systems for managing declarations to insurers and staff payroll.
Over time, the organisation may decide that requests to check up on an patient following a missed physiotherapy routine should go directly to the physiotherapist. CareBuilder offers an intuitive drag-and-drop environment for caregivers and operating managers, which enables them to change triage and escalation protocols and automatically embed them in the organisation’s way of working. Protocols can be customised to meet the needs of specific locations, groups of patients, smart devices, days of the week or even individual patients. This is a powerful tool for innovation and continuous improvement.