StaffCare Case Study
Staffcare provides counseling to employees of the City of Birmingham, UK (the largest City Authority in Europe, with over 60,000 employees). The company saves £100,000 (about $250,000) a year by using AppointmentsPRO, and has reduced their no-shows from 16% to less than 7%! The details are in this letter from the Clinical Manager at Staffcare.
I have deployed AppointmentsPRO within this very busy Workplace Counseling service since January 2005. Prior to the introduction of this system, this service was struggling to contain the demands placed upon it whilst also complying with its Service Level Agreement with the employer.
In the year immediately before the deployment of AppointmentsPRO, we spent a further £100,000 on external therapists in order to ensure compliance with our Service Level Agreement. Within the first six months of using AppointmentsPRO, the demand upon the service grew exponentially, yet we were able to schedule our time so efficiently that we made no call upon external therapists. Thus AppointmentsPRO quickly paid for itself and saved the service a very significant amount of money whilst also responding to increasing demand.
Within the first six months of using AppointmentsPRO, the demand upon the service grew exponentially, yet we were able to schedule our time so efficiently that we made no call upon external therapists.
The cost savings have continued with the deployment of the text message reminder system. This has taken our DNA (Did Not Attend) rate from 16% to under 7%. The system is excellent at helping us prevent wasted and costly therapist time.
The reporting structures within AppointmentsPRO are excellent. They easily adapt to the unique nature of our service, helping us to provide highly accurate and relevant data to this very large Organisation. Through those reporting structures, I can demonstrate to the Organisation exactly what it is that it is purchasing, how the money is spent and where the added value lies for the Organisation.
At a clinical level, it provides accurate memory of a client's history and journey through the service. It can carry the memory of clinical action, without the therapist or administration being burdened with having to hold large amounts of data in mind. It facilitates easy handover of the administrative function, thus enabling support staff to be interchangeable. No one member of the admin team, therefore, feels solely responsible for the continuity of service.
The reporting structures within AppointmentsPRO are excellent. They easily adapt to the unique nature of our service, helping us to provide highly accurate and relevant data to this very large Organisation.
The therapists have now come to rely upon AppointmentsPRO, seeing it as a valuable tool that enables them to function competently in this highly demanding environment. No one now could conceive of functioning without the support of AppointmentsPRO.
The service from SpectraSoft's support staff is excellent. It is always helpful, clearly very competent at a technical level, and yet always translated sympathetically to enable the less technically minded to understand what's happening. I am always struck by their enthusiasm for any project that I have in mind, and they will engage to help me think about the creative application of AppointmentsPRO to the development of service provision and excellence.
Dr. Hadyn Williams
Clinical Manager
Counselor Scheduling Evaluation Kit
Receive a PDF of related case studies along with details about the software used.