Russell Crossley, Director
Human connection uniquely defines social care. When care providers like Westmorland Homecare talk about core values and philosophies they are tightly bound to the people, the human beings, who shape their care, both those who provide it, and those who utilise it. The digitisation of social care processes intensifies this dynamic, as finding a digital partner that aligns with your service becomes crucial for maintaining quality care and supporting your team.
Franchise size increased five fold
Westmorland Homecare joined CarePlanner in 2018 seeking a digital partner rather than just a solution. A team that reflected their own perspective and values for home care, and would facilitate their plans for the future, while growing alongside them. Westmorland Homecare Director Russell Crossley explains why they chose CarePlanner, and how successful it has been.
Aligning Values and Needs with Westmorland Homecare
“Our slogan would be living your life to the fullest,” explained Russell. “It’s all based around the core values, the cornerstones of our business. Our core values are to be kind, innovative, trusted, and enriching, and our philosophy behind care is we don’t want to just say person centred care, it’s a very generic term and not it’s picking up on where traditionally care has failed. We’re looking at how we can improve not just for the lives of our clients, but also the lives of our staff too.
“Our core values form the principle of every decision that we make. For example, when it comes to recruitment, we look for personality rather than skills. You can teach the skills that people need, but you can’t teach a person how to care.
“It’s very similar in the approach to software. But the software element also has to be able to solve the issues that we face as a business. So when thinking of everything from a matching standpoint, based on our core values, but then also looking at everything from a solution based standpoint is what issues do we face and does this provider solve our issues?”
Opening Multiple Branches
Over the past five years Westmorland Homecare has gone from strength to strength thanks to their incredible team and commitment to their core values. They have increased the number of franchises from 1 to 5 in the past five years, an expansion that CarePlanner was able to support and simplify significantly for them.
“It was quite easy,” Russell said. “It was great when we opened locations number 2 and 3, and we’re just about to open numbers 4 and 5. I contacted CarePlanner and said, ‘Look, I basically need to replicate the system that we have at Kendall…to ensure that we all work in unison.’
“CarePlanner said ‘yes, leave it with us.’ After logging on, all the settings were identical, therefore, there was no interruption in business. This was crucial because we have one plan, one set way of working. Unit formality is extremely important to us. It’s the core of every single thing that we do.”
A Partnership for the Future
Westmorland Care is a standard for excellence in care in their communities. A standard rooted in their core values and expressed in each extension of their service. They have managed to balance the power of data with the humanity of understanding to create a long lensed and close knit community, one that we at CarePlanner are both privileged and proud to play our role in.
“The team is sensational,” concluded Russell. “It’s nice for us as a company to see other other companies having a bond like we do as a company, you have that family feel. We very much thrive on that family feel. CarePlanner allows us to have an open ended relationship, whereas a lots of companies have quite a robotic support system to go through that never really seems to work.
“Careplanner has grown, as we have grown, and that’s really nice to see. Usually as a company grows, they tend to move more and more away from the people and their customers. [CarePlanner] haven’t. To be able to retain those relationship building blocks you’ve always had is great.
“You listen to the question that we have and go; ‘right, we’re gonna jump on that system. We’re gonna have a look at it and we’re gonna see if we can help you fix it.’ That is literally everything to us.”
If you’d like to learn more about how CarePlanner can work with your service you can fill out our contact form here: contact us page or by calling 0117 214 0125.
“We constantly have new referrals, whilst other patients pass away or need to increase their number of visits at very short notice. Frankly, I don’t know how we’d cope without CarePlanner “