🚀 CASE STUDY
Primera Healthcare
How Primera Healthcare boosted performance, oversight and compliance across their service with PASS
Background
Primera Healthcare operates two Home Care Agencies, across Birmingham, and London, with a strong commitment to high-quality care and efficient management.
Since January 2025, the team has been using PASS, a digital care management system, to enhance reporting and streamline operations. With a collaborative team effort, Primera successfully transitioned from an outdated care system to a more
effective digital solution.
Why did they choose PASS?
Primera Healthcare began using PASS to address several challenges in care delivery. Their registered managers and care coordinators were struggling with inefficient scheduling, as there was no travel time built into rotas, leading to delays in
care calls.
Additionally, there were no automated alerts to flag potential issues, which resulted in short delivery of care and late arrivals for visits.
By implementing PASS, their main aim was to streamline scheduling, improve time management and ensure a more efficient and reliable service for both staff and clients. Another key challenge was the inconsistency and inefficiencies in the previous system.
Staff often forgot to log in and out, with no alerts or warnings in place, leading to inaccuracies in reporting from a management perspective. Medication reporting was also a frustration, as the previous system only provided a weekly view of eMAR charts, making it difficult to track trends over a 30-day-period.
Plus, care plans lacked a standard layout, with inconsistent fonts and formatting issues that affected readability and professionalism.
The impact
We spoke to Shaelene Dewar, Quality Assurance Auditor at Primera Healthcare, who explained that the transition to the new system had been smooth and efficient.
She continued, “The journal function has been incredible for me – it shows me everything that’s going on in our business.
“Our account manager played a key role in programming and coordinating the onboarding process, helping with project planning and ensuring that we were successful in making our ‘Go Live’ deadline.
“The process involved our teams capturing all our data onto PASS and our account manager kindly duplicated the work across the system to ensure standardisation between both branches. The team was quickly up and running and we are continuing to add documents.
“The features are exceptional, and the support team have been fantastic! We have also had unwavering support from the Data Creation Team, who have assisted us in building customised documents in record time!”
We asked Primera Healthcare what key features of PASS they’ve integrated into their operations, and they highlighted several essential tools, including Digital Care Planning, Care Scheduling, Care Reporting, GP Connect, eMAR, openPASS (our friends and family portal), Care Finance & Billing, Document Builder and Electronic Call Monitoring.
“GP Connect is the most useful tool ever! It gives us access to reliable information at the touch of a button! Similarly, the eMAR function and GPS tracking have offered improved accuracy in half the time! PASS has added graphic representation and a new depth of reporting that we have not enjoyed previously!”
“I would certainly recommend any care business investigate PASS. The journey, the functionality and experience we have had, has been very, very positive.”
