Taking the back office off a growing domiciliary provider
Thames Valley won a local authority framework and doubled its round volume in a quarter. We absorbed timesheets, personnel files and on-call so the manager could stay on the road.
11 hrs
Manager time returned each week
- Service
- Domiciliary care, ~340 visits per week
- Location
- Oxfordshire and west Buckinghamshire
- Engagement
- Care administration retainer plus recruitment
- Timeframe
- Live within three weeks
The situation
What we walked into
A new framework contract doubled visit volume in a quarter. The registered manager was doing supervisions at nine at night and timesheets on Sundays, and two payroll errors in a row had already cost the provider a good carer.
There was no administrator, and hiring one properly would take three months the business did not have.
What we did
Four decisions that made the difference
- 01
We started with the thing that was breaking
Timesheets first: collected, checked against the rota, queried where hours did not match, and delivered payroll-ready every Monday by ten.
- 02
Then the files
We built digital personnel files for all 26 carers, filling in the gaps as we went, so a file request stopped being a two-day job.
- 03
On-call cover from 6am
Early sickness calls came to us. We contacted the round's regular carers first, and only escalated to the manager if a visit genuinely could not be covered.
- 04
One pack a month, not a weekly scramble
Hours delivered, fill rate, compliance position and open decisions in a single monthly document.
The outcome
What changed
- Payroll errors stopped after the first full cycle, which the manager considered the single most valuable outcome.
- The manager recovered around eleven hours a week and moved supervisions back into working hours.
- The provider absorbed the framework growth without hiring an administrator.
- 26
- Digital personnel files built
- 0
- Payroll errors after the first cycle
- 340
- Weekly visits supported
“I was doing timesheets on a Sunday and losing carers over pay mistakes. That stopped in the first month. It is not glamorous work and I am very glad it is not mine any more.”
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