For care providers, scaling operations while maintaining high-quality care can be challenging. Managing back-office functions like payroll, finance, HR, and compliance can divert valuable resources away from core operations.
This case study explores how outsourcing strategically enabled a leading care provider to streamline operations, improve efficiency, and scale significantly within two years.
About the Client
The client is a leading provider of assisted living facilities and residential care for individuals with learning disabilities. Headquartered in London, they operate multiple residential homes catering to diverse demographics, including young adults, elderly individuals, and children. With a mission to provide high-quality, person-centred care, the client needed a sustainable way to expand operations while maintaining financial and operational efficiency.
The Challenge: Limited Resources Hindering Growth
In 2021, the client, a leading provider of supported living and residential care for individuals with learning disabilities, faced significant operational constraints:
- They operated four residential care homes for young adults.
- Back-office operations were supported by an in-house team managing finance (bank reconciliation and supplier invoice recording) and payroll (clock-ins and clock-outs).
- The lack of automation and standardised processes limited efficiency, making it difficult to scale effectively.
The Solution: Strategic Outsourcing with H Connect International
To overcome these challenges, our team of experts introduced key interventions to optimise operations:
- Process Standardisation: Implemented standardised procedures across all areas to ensure consistency and efficiency.
- Automation: Integrated automation to streamline financial and payroll processes, eliminating manual inefficiencies at zero additional cost to the client.
- Real-time Dashboards & MI (Management Information): Provided real-time insights into operations, enabling data-driven decision-making.
- Dedicated Account Lead: Ensured seamless alignment between onshore and offshore teams, improving communication and accountability.
- Implementation of SLAs & KPIs: Established performance benchmarks to measure and optimise service delivery.
- Enhanced Control & Governance: Strengthened compliance and operational control to support sustainable growth.
The Impact: A Scalable and Efficient Operation
By 2023, the care provider had successfully scaled their operations with our support:
- Their offshore team H Connect International expanded to 13 dedicated resources managing payroll, finance, HR & administration, analytics, compliance, and IT.
- The client grew from 4 residential homes to 14, covering various demographics:
- 7 Adult Care Homes
- 3 Supported Living Homes
- 3 Child Care Homes
- 1 Elderly Care Home
- Improved efficiency and back-office support allowed the client to focus on enhancing the quality of care while ensuring operational sustainability.
Conclusion
This case study highlights how outsourcing back-office operations is a strategic solution for care providers looking to scale. By leveraging our trained experts, the client was able to focus on expanding their core services while ensuring operational efficiency, compliance, and financial accuracy.
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