Please note: If you do not have access to these features and you are interested in learning more about Birdie Analytics, Please get in touch to talk to a member of our team!
What is Call Monitoring?
Call Monitoring is the most important category that contributes to the overall Birdie Quality Score and will have a huge impact on your CQC rating - It proves you are providing a safe service. This section looks at whether carers are able to attend calls on time and stay for the scheduled duration. This reflects how efficiently you run your agency and most importantly if your clients are getting the care they require.
These are the 3 metrics we look at to assess your performance:
Percentage of scheduled visits completed by Carers.
Percentage of completed visits starting within 15 minutes.
Percentage of visits lasting 75% of the scheduled time.
To improve your Call Monitoring Score, you can:
Make sure that all carers are trained on how to use the Birdie app, so that they are completing all scheduled visits on Birdie.
Ensure that your visits are planned with enough travel time between visits, to improve the percentage of completed visits starting within 15 minutes.
Check any visits lasting less than 75% of the scheduled time, and assess whether more tasks are required for the visit or whether to shorten the allocated visit time, if the full duration is not required.
How do we help you improve?
In addition to your monthly Q-Score report, every Monday evening we will send a set of weekly reports to help keep you on track. There are five reports each providing a different view of care delivery and care management. Using these reports you can drive improvements in your Q-Score by identifying clients & carers needing your attention and support. See here for more info on the Birdie Q Score.
Your Call Monitoring performance will be recorded across the three areas. It should be the first feature to look at in these reports. Improving your Call Monitoring Score will reduce the number of alerts by ensuring carers are reporting as scheduled.
Check your Care Delivery Trends report to determine where you have a problem. Read on to see our tips on how to get an Outstanding Score!
Call Monitoring and The Birdie Q Score:
If your Call Monitoring Score is low, it means your carers are not or incorrectly logging visits using Birdie. It can also mean that they are not arriving on time or not staying for the scheduled duration.
Here is how the Q Score is scored:
1: Inadequate
Up to 70% of visits completed on Birdie
Less than 70% of completed visits starting within 15 minutes.
Less than 70% of visits lasting 75% of the scheduled time.
2: Requires Improvement
Greater than 70% of visits completed on Birdie
Less than 70% of completed visits starting within 15 minutes.
Less than 70% of visits lasting 75% of the scheduled time.
3: Good
Greater than 80% of visits completed on Birdie
Up to 70% of completed visits starting within 15 minutes.
Up to 70% of visits lasting 75% of the scheduled time.
4: Outstanding
Greater than 90% of visits completed on Birdie
Greater than 70% of completed visits starting within 15 minutes.
Greater than 70% of visits lasting 75% of the scheduled time.
What to do if you have under 90% of Scheduled visits completed:
If you are seeing that less than 90% of your scheduled visits are being completed on Birdie you need to identify where the problem is. In your weekly Care Delivery reports, you will be able to see a breakdown by carer and client as well as the overall trends. In this instance, the first thing to do is to check your Care Delivery by Carer weekly report.
This image of the Care Delivery by Carer report shows that Silje and Abeed are the care professionals I need to speak with. My first step to becoming an 'Outstanding' agency is to discover what the issue is with these carers using Birdie. I may want to check the functionality of their mobile phones or conduct a performance review.
What to do if you have under 70% of your visits starting within 15 minutes of the Schedule duration:
If you have achieved over 90% of scheduled visits being completed on Birdie. You can then focus on improving carer punctuality. Using your weekly Care Delivery reports to filter by client and carer is the first step to improving your punctuality.
The Care Delivery by Carer report shows an in-depth analysis of why your carers may not be starting their visits in time. As an added bonus it will also show you the percentage of secure check-in/outs. You may need to adjust the rota to leave your carers more time to get from visit to visit to improve this.
You may also have to conduct a performance review. Whatever the outcome may be we advise going through this report with your carers.
What to do if you have under 70% of your visits lasting at least 75% of the scheduled duration:
If you use the Care Delivery by Client weekly report. You will be able to make sure each client is getting the time that has been scheduled. This will also demonstrate that your clients are receiving consistent care.
I can see in the image above that Cathy is not getting her scheduled visit time. It also shows that Annie is getting much more than her scheduled time. The next step would be to speak with the carers to find out why.
It may be the case that these clients prefer different hours to what you have scheduled. If this is true, you can simply adjust the scheduled hours. You will then be 1 step closer to 'Outstanding!'
*If you are not receiving a total of 5 weekly reports and a monthly Q Score report from your account manager please get in touch.
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Once you have improved your Call Monitoring stats check out how to improve your other use of Birdie in the articles below!