Dale Care – Call Log Comparison Case Study
Dale Care are a home care provider based in the North East of England, and operate in County Durham. They have an existing call confirmation system that confirms calls within the Staffplan system, however logged calls did not tally with actual calls, and it was time consuming to manually compare
|Client||Dale Care – North East and County Durham based home care provider|
|Platforms||Windows Server, SQL Server, Staffplan, NEC Phone System|
|Technologies||Python, Windows Exe|
|Development type||Software Development, Windows Server|
A key factor in how Dale Care manage, and bill their home care services is through quickly, and accurately confirming calls made by carers to clients at their homes, into the Staffplan management software specific to the home care industry. This is done primarily by the carer ‘phoning home’ from the client’s home, and the CLI is matched, recorded, and the visit logged into Staffplan.
This matching is currently done by a call logging box the runs in parallel to the existing NEC phone system and is monitored by a standalone windows server based application. However not all calls are being confirmed within Staffplan, yet the are identified in the NEC Phone System logs, which leads to discrepancies in payroll claims, and potentially under billing for clients as the system does not believe home visits have been made.
As a short term solution dotUK provided a daily analysis tool that runs as a scheduled task that picks up all call logs on the dedicated inbound phone system trunk and attempts to match them with confirmed calls in Staffplan, this matching is done with a time threshold to allow for subtle time logging differences, and highlights any calls the phone system has identified that are not properly confirmed. These calls are then output on a daily management report that allows Dale Care staff to batch update Staffplan, and correct the anomalies, and saving significant man-hours in chasing manually reported discrepancies.
Both the NEC Phone System, through the My Calls add on, and Staffplan utilise MS SQL Server s the back end database, and for simplicity dotUK chose to utilise a simple Python script compiled as a 64bit Windows Server executable running as a scheduled task, as the method to implement this call comparison.