Improving Service Capacity, Improving Care
Bayshore HealthCare’s Catalyst Project: Improving Service Capacity, Improving Care
MISSISSAUGA, ON (April 10, 2018) — Bayshore Home Care Solutions, a division of Bayshore HealthCare Ltd., has launched an innovative new project to re-invent home care service delivery, the Catalyst Project. Catalyst is streamlining the back office processes ensuring every caregiver is delivering the right care to the right person at the right time, in a more efficient way. The new scheduling advancements go the next step to layer utilization and productivity metrics to further reduce all non-value added time, including travel time and scheduling mismatches. The reality is that every minute a caregiver is driving is a minute they are not providing care to a client. Bayshore has developed new tools and processes to reduce that time by as much as 25 percent. This reduction means clients are happier, because they get the care they need when they need it and employees are happier because they are spending less time travelling and more time doing what they are passionate about, providing care.
Bayshore’s Client Service Coordinators are using the Catalyst tools with a customized dashboard of key metrics that help them improve the client care experience and increase the rate of successful matches between clients and caregivers. The project is being launched initially in seven government home care branches to replicate and prove early findings with a national rollout starting in the spring/summer of 2018. The Catalyst Project was developed in collaboration with a team of process engineers from Isaac Operations, a consulting firm based in Toronto, specializing in hands-on, front-line operational and financial performance improvement.
“The Catalyst Project benefits our clients by improving scheduling; our government partners by improving productive capacity; and our frontline caregivers by enabling them to deliver more care with less travel – everybody wins!” says, Elissa Gamble, National Director, Bayshore Home Care Solutions. “When our caregivers are able to spend more time with clients because their busy schedules are being optimized, it reduces stress for them and provides greater quality of care for our clients. With better scheduling and less travel, we should also be able to provide services to more clients, which benefits the community as a whole.”
The new scheduling tool has already reduced travel time for home support by 19 percent overall and 25 percent in some areas. Client scheduling time is down by 37 percent and cancellations are down 21 percent.
“Our caregiver and clients have been praising the new changes and job satisfaction among our service coordinators has increased significantly,” adds Gamble. “We’re looking forward to rolling it out to more communities so more people can benefit from the efficiencies.”
“The Catalyst Project also helps to address some of the capacity challenges in some of our tightest labour markets. In Ontario, for example we are thrilled to be able to bring our LHIN partners solutions to the problems faced by the whole sector as a result of the PSW shortage and are pleased that our work is in line with the Ontario Ministry of Health’s change initiatives,” says Gamble.
Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company. With over 100 locations across the country, including 60 home care offices, 13 pharmacies, and 65 community care clinics, Bayshore has more than 12,000 staff members and provides care to over 200,000 clients. Its services are purchased by government care programs, insurance companies, workers’ compensation boards, health care organizations, the corporate sector and the public. The Bayshore brand extends across four business divisions: Bayshore Home Health (medical and non-medical home care and staffing services), Bayshore Home Care Solutions (home care services for government care programs), Bayshore Specialty Rx (specialty pharmacy, infusion and pharmaceutical patient support services), and Bayshore Therapy & Rehab (physiotherapy and rehabilitation services). The company’s goal is to enhance the quality of life, well-being, dignity, and independence of Canadians of all ages. Bayshore HealthCare has been a recipient of Canada’s Best Managed Companies award since 2006.
For more information contact:
National Director, Bayshore Home Care Solutions