Almost every single social care provider (93%) we surveyed in our Care Trends Report 2024 face challenges with client referrals.
Whether you’re recording referrals, having issues with accommodation readiness or losing contact with the client / enquirer, you have more than likely faced challenges when onboarding new service users.
Yet, a seamless and successful onboarding process can set the tone for the relationships your teams work hard to build with their clients.
Let’s take a look at how you can transform your client onboarding process.
What is client onboarding?
Client onboarding is the process in which you enrol new clients into your organisation, whether they are residents or service users. And when you get it right, effective client onboarding can help to establish a strong and trustworthy foundation for the relationships that will be nurtured throughout the entire care journey.
What challenges do providers face with client onboarding?
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Time-consuming, manual processes
Many social care providers find themselves relying on manual processes day-to-day, with client onboarding being no exception. But when you’re gathering client data and managing the whole onboarding process manually, it increases the chances of inputting incorrect information, such as the wrong contact details or care schedule.
Finding and correcting these types of errors takes avoidable time. If there are delays, some enquirers can’t afford to wait and may look elsewhere for their care.
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Intensive regulation compliance
Regulation compliance runs through the heart of social care. And when you’re in the process of onboarding a new client, there is always going to be lots of data and checklists to manage. It’s essential that you gather all the key information you need to both stay compliant and meet your new client’s needs.
But you may have found yourself to-ing and fro-ing with the client / enquirer when you notice data is missing or incomplete. And it likely won’t be setting a good first impression for the client when they are having to constantly repeat important information, just to be onboarded into your service.
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Ineffective communication
When you start to lose touch with your potential clients, it can leave them feeling abandoned. And like we have already mentioned, they might just go and look for another provider. Yet it’s understandable why you may struggle keeping lines of communication open. In such a busy and demanding service, some enquiries may slip through the cracks (especially if you’re working with manual processes).
But you’re not alone. 36% of providers we surveyed say they have difficulty in keeping the lines of communication open / chasing referrals during client enquiries. And this figure rises to 44% for domiciliary care services.
6 steps for effective client onboarding in social care
We’ve put together some tips and strategies that can hopefully help enhance your client onboarding process:
1. Put people at the heart of their care
During the onboarding process, your new client / enquirer should of course be involved in all decision making to ensure they are at the heart of their care right from the start. This isn’t just so you can ensure you’re able to deliver high quality care, but it means you’re building trust with someone who may be coming into your service with feelings of apprehension or anxiety.
2. Identify goals and agree on deliverables
The next step in your onboarding process may be to start understanding what your clients’ short and long term care goals are. You can then use these to agree on care deliverables, as some goals can be achieved straight away but some may need to be set out in stages. This open communication is key for all parties to set the right expectations.
3. Outline your strengths and remove uncertainty
You should look to prove your value early on in the onboarding process, so your new client knows exactly why they should receive care from your organisation over another providers. What unique services do you offer? How do your current service users benefit? This is also the ideal time to understand any concerns the client / enquirer may have, so you can work to ease any worries straight away.
4. Welcome your client to the family
At this point during your new client’s onboarding, you may want to introduce them and / or their family to the teams they are likely to meet. If you’re a residential, nursing home or supported living provider, you may also show your new clients around your site too so they can become familiar with the surroundings and the sorts of facilities you offer.
5. Have frequent check-ins
You want to make sure that during the onboarding process (and throughout their care journey), you are frequently keeping in touch with your client / enquirer to ensure everything is running smoothly. Keep them in the loop with the progress being made and any timescales you’re working towards. These regular updates can help to reinforce that trusting relationship you’re working hard to build.
6. Ask for feedback
To fully understand how the onboarding process has been, it’s important to exchange feedback with your new client and their family. Get to know where the strengths and weaknesses have been throughout the process, so you can make sure you are continuing to work towards creating seamless and effective client onboarding. This, again, helps to build a trusting and long-lasting relationship that can ultimately help build your organisations credibility.
How software can help social care providers enhance client onboarding
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Efficient care delivery
A digital tool can help transform your onboarding process, particularly if you have come to rely on manually managing the demand. And when you’re able to seamlessly gather the information needed for client onboarding, an accurate care plan can be created, and your teams can provide vital care quicker.
Cloud-based software can help speed up key onboarding duties such as data gathering, regulation compliance, task lists and final reviews, being accessible from anywhere and at any time.
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Service user satisfaction
Instead of going back and forth with the care enquirer, a software solution can allow you to gather all the key details you need straight away. You may even be able to do the initial assessments and early discussions side by side with the client.
You can then work faster to respond to client needs and onboard them into your service, putting them at the forefront of their care journey and ultimately leaving them feeling heard and appreciated.
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Complete care visibility
Because complete care management software places all the key service user needs and preferences in one place, your teams can work with correct information right from the get-go, helping to ensure a seamless onboarding experience.
And you not only develop a greater understanding of your clients onboarding needs, but you can also gain more advanced intelligence of your business too. You may be able to work more proactively, making sure the premises for the client is fit for moving in or ensuring you have enough staff fully trained and ready to provide care in the clients’ own home.
Care Cloud is our care business management solution for all types and size of care organisation. Our software helps removes labour intensive onboarding processes and ensures a smooth journey for both employees and clients, improving the experience for those who live and work in care. Get in touch today to find out how we can support you!