Five common pitfalls to avoid when deploying a care management platform!

Hossein Sharifi
December 28, 2023

When selling a care management platform, salespeople may knowingly or unconsciously (due to a lack of technical competence) make system implementation appear to be exceedingly simple. In actuality, we purchase a system to automate incredibly difficult and time-consuming processes including rostering, care delivery monitoring, medication management, HR functions, and billing. As a result, the system is and should be data-driven, and the platform will not magically automate our operations and processes unless the data is supplied into it.

Over years, I have seen some companies nail it extremely well and some fail miserably. Here are some of the most important reasons:

Unreasonable expectations: We make a social media account and declare to the world that we are now live on Linkedin, Twitter, or any other social media platform a few minutes later. Some people have similar expectations from a care management platform: they want to register an account and immediately begin utilising it. We must feed accurate data to a platform in order for it to function effectively. Our charging schedule, for example, or our pay rates. Whether we pay various rates to our staff at different times of the day or charge different prices to our consumers on specific days or hours. It will be incredibly difficult to advance to the next level if the person in charge of the platform's setup doesn’t have access to this data or does not understand why it is necessary. These details are necessary in order to set up an automated invoicing and payroll system. If the individual in charge of the setup doesn't have access to the data, they should at least be curious and resourceful in obtaining it from the appropriate people inside the organisation.  

Communication issues: A senior management team may have a vision for deploying the greatest piece of technology, but they may not be able to convey that vision effectively with the rest of the team. As humans, we naturally detest change. People may not understand why changes are necessary. What's the problem with the way we work now, some may ask. Or what exactly is wrong with our present rostering system? Not everyone can view things in full perspective. Staff resistance will lead to failure if there isn't a clear communication plan in place. Deploying a new technology is daunting. Everyone on the team needs to be engaged, supportive and positive.  It’s critical to let everyone know how the deployment of new system might impact them.  Failure might result from a failure to mobilise everyone to support us. 

Support from the Care Management System’s vendor: Onboarding and vendor support are the most crucial aspects of system installation. The system supplier is one of the main stakeholders. Failure is unavoidable if the Care management platform vendor does not provide enough support. It is critical to determine how they will help their new consumers during the selecting process. It's a good idea to see if you can chat with any of their current customers. Online reviews, on the other hand, can provide a decent indicator of the degree of customer service that prospective clients will experience. 

A platform resembles a living being. It generates data every fraction of a second. Hundreds of notifications are sent out, invoices are issued, timesheets are made, missed medications are highlighted and missing documents are brought to our notice. Carers draw attention to important reports. Incidents are reported. A live creature requires care. It can't be allowed to fend for itself. Of course, the care management platform will automate and minimise our admin work significantly - it is highly possible that the admin work will be reduced by 50 to 70%. We must, however, administer the system and stay on top of it. 

Hurried Implementation Process: Due to a lack of resources, key individuals in certain organisations may be highly busy and seek to lead the implementation process while continuing to do their day to day roles. While participating in the process allows them to have a better understanding of the system, they may be forced to hurry things in order to save time, which might result in a failed implementation and a negative experience for their team. Setting a realistic go-live date with the care management platform provider is critical, as is working closely with them to ensure all stages are performed appropriately.  

I'd want to conclude this blog by assuring you that no matter what obstacles you experience, there is a method to overcome them. We're always willing to support you through every step to ensure that you achieve the goal that you're aiming to achieve by deploying a care management platform – whether it's generating efficiency by automating your processes or taking your organisation to the next level.  

Written By
Hossein Sharifi