Overview

The Worker Experience App allows support workers to engage in the customer experience during their day in both a home care or residential care environment. There are a range of features that enable the worker to participate and interact with the client, their family and the back-office teams. 

The following presentation shows the features associated with the Worker Observation Survey and Visit Finalisation workflow.

How does the worker experience app support the worker in completing client visit?

The high level steps in completing a client visit can be grouped into attendance, support, reporting and finalisation. Below we have outlined how the Worker Experience App provides functionality to support the worker at each step.

Attend visit

When preparing to attend the client visit, the worker can access the Hayylo app to get the necessary context to best support the client during their visit.

• App Schedule - Review the schedule to see which client we are going to be supporting today
• Review Feed - Check for the latest updates for/from our client for that vital context as we prepare to support the client
• Send ETA - Let the customer know we are on our way by giving them an estimated time of arrival based on the driving distance from our location to the client address
• T&A Link - Access the external Time and Attendance app to record the start time of our visit

Support Client

While supporting the customer, the worker may have an opportunity to capture a client request or to share an update with the family and health team regarding the activities of the day. These features are particularly important for keeping the family connected to the client's care as well as reducing the workload of the worker when capturing and communicating requests back to the office teams. 

• Request Something - Send a request on behalf of the customer direct to the customer service team
• Share An Update - Share a video, photo or text update to the health team and family contacts of the client via the activity feed

Reporting

While supporting the client, the worker may need to report important feedback, requests or information back to teams within Hayylo. The Worker Experience App provides a range of tools to give the worker access to important information and channels to get these reports back to the office

• SMS Action - Send an SMS to create and Action within Hayylo direct to the customer service team
• Request Something - Send a request on behalf of the customer direct to the customer service team
• External Links - Access important links/urls/documents on the go with external links to customisable resources
• T&A Link - Finalise your time and attendance by linking to the external T&A app connected to your CMS

Finalisation

Visit finalisation supports the accurate invoicing of customers through the external T&A app but also forms an important tool for capturing insights into the customers health and wellbeing in the context of a community care service.

• Complete Visit - Use the app prompts to complete the visit and maintaining an up to date schedule
• Survey Response - Adding the survey response to capture important indicators of the customer's health a wellbeing

Best Practice Tips