Improving the quality of care homes

Managers of all health care centres in the UK are required to send information about the quality of care they provide to the regulatory, as additional evidence ahead of a formal visit from an inspector. Current legacy systems were outdated and needed improving, part of an agile team to deliver a new solution for the business while upskilling in new ways of working.

Created an approach to research that would be delivered by a joint supplier/client team. Over 100+ user research sessions completed with a wide audience such as healthcare managers, members of the general public, charity call centres and the NCSC. Interaction journeys used best practice GDS principles, patterns were repurposed where appropriate and new styled patterns created based on users needs. Upskilled client members in a variety of ways including group training, individual training for role-related tasks and shadowing as they transitioned into new positions.