Homecare Case Study

Homecare company needs to enhance the patient experience

What was the challenge?

A new market entrant to the UK homecare sector needed to demonstrate why it was different to the current providers who dominated the market.

Following an acquisition which catapulted them to no. 3 in the market, a need for a software solution which could balance patient convenience and efficient vehicle routing was identified.

What did we do?

We focused on building an effective relationship with the customer. Having implemented Paragon’s routing software and Microlise’s TMS and telematics solution, we approached Paragon to upgrade to their home delivery solution, Paragon HDX. As each order is placed, the HDX Core continuously optimises the route schedules up to a year in advance. This ensures patient service agents always select time windows that are both achievable and cost effective. Once time slots are confirmed, e-mail and SMS are automatically sent to patients to improve first time delivery success.

In addition to ensuring time slots are achievable, Paragon’s home delivery system improves fleet utilisation and driver productivity, reducing the CO2 emissions and environmental impact of each delivery.

What was the outcome?

Call centre operatives booked patient deliveries in real time and optimised the logistics network. In addition, 2 hour time windows for patients were confirmed at point of booking. Key improvements included:

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