November 7th 2024
Digital Transformation at Bedford Charter House: Enhancing Care through Technology
Bedford Citizens Housing Association (BCHA), is a small housing association that has been providing care for the elderly in Bedford since the 1960s. Bedford Charter House is a purpose built residential care for 72 residents, including those with physical disabilities, dementia, and end-of-life care needs. Recently, a major digital transformation has helped improve both care delivery and the experience of their staff.
Recognising the Need for Change
When Gareth Tindall, Head of Business Support at BCHA joined the team in 2017, most processes were still paper-based, including booking annual leave and care documents. There was very limited use of computers and digital systems across the care team, which would often make daily operations tricky and time-consuming for staff. Having previously digitised HR and eLearning systems, by 2019, the decision was made to also start digitising care systems to offer staff greater flexibility.
One of the key upgrades was the introduction of a unified telephony system, which enabled staff to answer calls on their mobiles rather than being tied to a desk.
Introducing Digital Care Systems
In October 2019, Person Centred Software (PCS) was introduced, transforming how they were able to deliver care. The PCS system came with three main components:
- Mobile App for Care Staff: Allowing carers to access resident information, log care delivery, and view appointments in real-time.
- Desktop Platform: Used for care planning, risk assessments, and care auditing, streamlining many administrative tasks.
- Relative Gateway: Offering families access to live updates on their loved ones care, providing transparency and reassurance.
In 2020 Bedford Charter House could really realise the benefits of their digital changes when Covid-19 hit after previously introducing eLearning, electronic recruitment process and PCS. This meant they were already in a strong position to continue their digital development and this is when Atlas eMAR was introduced.
Medication and Visitor Management
In 2020, they introduced Atlas eMAR, a digital medication system that integrated with PCS, which helped to reduce medication errors and improve resident safety. Additionally, visitor management was improved with a digital system, allowing visitors to sign in electronically, even through a QR code to limit physical contact and risk of spreading potential illnesses. This allowed them to better monitor who was on-site which was especially useful during fire drills and following Covid-19 restrictions.
Listening to customer feedback was important to drive service improvements. Resident and relatives said the noise from traditional call bells could be disruptive to residents, particularly in the morning when many people might need support at the same time. BCHA introduced a new nurse call application. This allowed staff to receive alerts on their smart devices which allowed the volume of the alerts to be reduce this also provided improved reporting supporting improved response times and better analysis of resident needs.
Tackling Challenges
Transitioning to digital systems wasn’t without its challenges. While the learning curve was steep for some staff, the user-friendly design of the apps and comprehensive training helped them adapt. PCS gave on going support regularly developing new solutions based on user feedback which has made the transition smoother.
Positive Impact on Care Delivery
The digital transformation has had a profound impact. Care records are now updated in real-time, ensuring greater accuracy and allowing staff to anticipate residents’ needs proactively, preserving dignity and improving quality of care. Gareth reflects:
“Digitising our systems has been a game-changer. We’re more efficient, and the quality of care has improved. It’s exciting to see how we can continue to innovate.”
As Bedford Charter House looks to the future, the digital tools in place are helping to drive better outcomes for both residents and staff.
Read more about other care homes integrating similar technologies:
- How using an eMAR medication system in a care home reduces errors in the medication administration process
- Elizabeth Finn Homes: integrated electronic care plans and eMAR
- Enhancing Care: MioCare’s transition to Digital Social Care Records with Care Control Systems – Digital Care Hub