April 22, 2025 • 17 mins
Ready to break through the growth ceiling in your home care agency? We're diving deep into how technology is transforming the home care industry, creating pathways to solve your most pressing challenges without adding more staff or burning out your team.
Staffing shortages and caregiver turnover rates keep many agency owners awake at night, but what if there was another approach? We share compelling case studies like a Denver agency that grew by 39 clients without hiring a single new caregiver, and another that slashed turnover by 62% simply by implementing hybrid care models that leverage technology strategically.
The results are eye-opening: from drastically reducing those dreaded 3 AM emergency calls by 68% to commanding premium rates 15-20% higher than competitors by offering enhanced care experiences. One agency struggling at 86 clients for 18 months jumped to 112 clients with the same staff after reimagining their service delivery through tech integration.
We explore how forward-thinking agencies are preparing for the challenging demographic reality of 2030—when we'll face 50% more seniors needing care but 20% fewer available caregivers. Technology isn't just solving today's problems; it's future-proofing agencies while building greater business value. One Florida owner dramatically increased his agency's selling price after implementing systems that made operations less dependent on his personal involvement.
From reducing hospital readmissions by 42% to giving families true peace of mind through real-time updates, these technology frameworks tackle every aspect of your agency's operations while improving client outcomes. After listening, you'll understand why tech-enabled care isn't just a nice-to-have anymore—it's becoming essential for quality, sustainability, and competitiveness.
What area of your agency has the greatest potential for transformation through technology? The roadmap to a more profitable, less stressful agency operation is closer than you might think.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Are you maybe a home care agency owner feeling a bit
stuck, you know, with staffingshortages or caregiver burnout,
or maybe just blending in withall the competition out there?
Speaker 2 (00:11):
It's a tough spot for a lot of agencies right now.
Speaker 1 (00:13):
Yeah, exactly.
So let's dive into somethingtoday that could well, maybe
fundamentally shift how youoperate.
We're going deep intostrategies for tech-enabled care
advisory for home care agencies.
Speaker 2 (00:26):
Right, it's all about using technology strategically.
Speaker 1 (00:29):
Our goal here is really to cut through the noise
you know, pull out the reallyvaluable insights from different
frameworks that are designed tohelp your agency not just
survive but really flourish byusing tech.
Speaker 2 (00:42):
And these aren't just theories, right, they offer
actual pathways to solve thoseeveryday headaches and maybe
find a unique edge.
Speaker 1 (00:48):
Absolutely.
We've looked at severalframeworks, different ways to
approach this tech-enabled careidea and, honestly, there's some
potentially game-changing stuffin there.
Speaker 2 (00:57):
Yeah, what really jumps out, I think, across all
these different approaches, isthis shared idea that the old
model, just providing more andmore hours of care, well, it's
hitting its limits.
Speaker 1 (01:06):
That's a great point.
The focus seems to be shifting,doesn't it?
Towards something smarter, moreintegrated.
Speaker 2 (01:11):
Exactly where technology becomes like a
central pillar, supporting boththe caregivers and the clients.
Speaker 1 (01:18):
Okay, so let's tackle the elephant in the room first
Staffing, finding and keepinggood caregivers.
It feels like the number oneworry for pretty much every
owner I talk to.
Speaker 2 (01:29):
It really does dominate the conversation.
Speaker 1 (01:31):
So one framework we looked at let's call it the
staffing solutions blueprint.
It asks this really interestingquestion.
It's like what if your agencycould grow, say, 35 percent this
year, without having to hire asingle new caregiver?
Speaker 2 (01:46):
That definitely makes you stop and think doesn't it.
How is that even possible insuch a hands-on field?
Speaker 1 (01:50):
Right, and the blueprint digs into that.
It suggests the answer isn'tjust tweaking things.
It's fundamentally rethinkinghow care is delivered.
Speaker 2 (01:58):
Rethinking the whole model.
Speaker 1 (01:59):
Yeah, they share this compelling example An agency in
Denver.
They were actually turning awayclients.
Speaker 2 (02:05):
Turning them away.
Speaker 1 (02:06):
Yeah, 17 in just one month, because they just didn't
have the caregivers.
Speaker 2 (02:11):
That's a tough position to be in.
Speaker 1 (02:12):
Totally.
But then they implemented whatthis framework calls a hybrid
care system.
They brought in tech likeremote vital sign monitoring,
things like that.
Speaker 2 (02:21):
Okay, so integrating technology directly into the
care plan.
Speaker 1 (02:25):
Exactly.
And here's the kicker Withinsix months, they didn't just
take back those 17 clients,they'd turned away, don't tell
me, they added another 22, andall with their existing care
team.
Speaker 2 (02:36):
Seriously With the same staff.
Speaker 1 (02:37):
Yeah, the key wasn't some huge hiring spree.
It was using tech so eachcaregiver could support more
clients.
Speaker 2 (02:45):
but you know efficiently without burning them
out.
That's fascinating.
So technology becomes anamplifier for the caregivers
they already have.
Speaker 1 (02:52):
Right.
So for you listening, maybeyou're looking for ways to
handle staffing without theconstant stress of recruiting.
Speaker 2 (02:58):
Yeah.
Speaker 1 (02:59):
This points towards a really different approach, a
potentially transformative one.
Speaker 2 (03:03):
And it ties back to that core idea, doesn't it?
Technology as an efficiencymultiplier, automating some
things, providing remote support.
It just lets your team extendtheir reach.
Speaker 1 (03:14):
Yeah, it tackles the immediate problem but also sets
you up for, like staleablegrowth down the line.
Speaker 2 (03:19):
Which brings us neatly to the next big pressure
point Caregiver burnout andturnover.
Speaker 1 (03:25):
Oh yeah, huge issue.
I caught a stat somewhere Mostagencies lose a caregiver every
90 days.
Something crazy like that.
Speaker 2 (03:32):
It's incredibly high, a constant drain on resources,
on morale.
Speaker 1 (03:37):
Definitely so.
Another framework, maybe wecall it the caregiver
sustainability system.
It asks what if you could cutyour turnover in half and
provide better care?
Speaker 2 (03:46):
That sounds like the dream scenario, right it?
Speaker 1 (03:48):
really does and this framework it looked at why
turnover is so high.
Talk to caregivers.
Speaker 2 (03:52):
And what came out?
What were the big drivers?
Speaker 1 (03:55):
Well, things like feeling like they're constantly
on call, getting interrupted allthe time for stuff that isn't
really an emergency, and justthe sheer amount of paperwork,
the documentation burden.
Speaker 2 (04:04):
Yeah, pay is important, obviously, but it's
often those other things, theconstant stress factors, that
really grind people down.
Speaker 1 (04:11):
Exactly, it's that daily grind.
But the good news is thisframework talks about a solution
implementing virtual careassistance again, technology.
Speaker 2 (04:22):
Like using platforms for remote check-ins medication
reminders.
Speaker 1 (04:25):
Precisely Taking some of those routine but
time-sucking tasks off thein-person caregiver's plate
Safety checks, maybe,companionship calls.
Let the virtual system handlesome of that.
Speaker 2 (04:36):
So the caregiver who is there can focus on the really
important hands-on stuff.
Speaker 1 (04:40):
You got it and the results they reported Pretty
stunning A 47% jump in caregiversatisfaction.
Speaker 2 (04:46):
Wow, nearly half.
Speaker 1 (04:47):
And get this a 62% drop in turnover 62%, that's
massive.
Speaker 2 (04:53):
That's not just tweaking things, that's a
fundamental change.
Speaker 1 (04:55):
Right.
It changes the whole caregiverexperience, which, you know,
saves the agency money onrecruiting and training but,
more importantly, leads tobetter, more consistent care for
the clients.
It's a really concrete examplefor tackling that burnout
challenge.
Speaker 2 (05:08):
Definitely offers some solid knowledge there.
Okay, so we've talked staffing,we've talked burnout.
What about standing out?
Differentiation.
Speaker 1 (05:14):
Good question Because , let's be honest, a lot of
agency websites and brochures.
They kind of sound the same,don't they?
Speaker 2 (05:21):
Very similar Lots of compassionate care, dedicated
staff.
It's hard to tell them apartsometimes.
Speaker 1 (05:26):
So this other framework, the market leadership
model, it hits this head on.
It asks in a market whereeveryone sounds the same, what
if you could offer somethingunique, something competitors
can't match, and maybe evencharge premium rates for it?
Speaker 2 (05:42):
That's the million dollar question, isn't it?
How do you avoid just competingon price, which is often a race
to the bottom?
Speaker 1 (05:48):
Exactly, and this framework highlights how some
agencies have broken out of thatpattern.
Speaker 2 (05:53):
How?
What are they doing differently?
Speaker 1 (05:55):
Well, again, it comes back to strategically using
technology, creating thesehybrid care connected care
models.
Speaker 2 (06:01):
Okay, so moving beyond just selling hours.
Speaker 1 (06:04):
Yes, they're selling something more valuable like 247
peace of mind for the family,real-time updates on how their
loved one is doing demonstrablybetter outcomes.
Speaker 2 (06:14):
And people are willing to pay more for that
peace of mind.
Speaker 1 (06:17):
Apparently yes.
The framework suggests clientsare paying like a 15 to 20
percent premium for thisenhanced service and security.
Speaker 2 (06:26):
That's significant.
It shows a real shift in thevalue proposition.
Speaker 1 (06:28):
It's a real aha moment, isn't it A different
path to financial success beyondjust volume?
Speaker 2 (06:35):
Absolutely.
It's about focusing on thosetangible outcomes and that sense
of security which technologyenables you stop being a
commodity and become a valuepartner.
Speaker 1 (06:43):
Which justifies that premium price Makes sense.
Okay, let's zoom in on a reallyspecific pain point, those
middle of the night phone calls.
Speaker 2 (06:53):
Ah, yes, the 3 am call.
Every agency owner knows thatfeeling.
Speaker 1 (06:57):
Right.
So the 247 support solutionframework asks what if you could
drastically cut down or evenget rid of those after hours
emergency calls?
I mean, I've talked to ownerswho feel like they're always on
edge just waiting for the phoneto ring.
Speaker 2 (07:11):
It takes a toll.
The framework actually shares astory about that, doesn't it?
An owner named Sarah.
Speaker 1 (07:16):
Yeah, it's a great example.
She was close to burning outcompletely.
Years of broken sleep fromthese calls.
Speaker 2 (07:21):
I bet a lot of listeners can relate to that.
Speaker 1 (07:23):
Totally.
But then she implemented avirtual monitoring system.
She was a bit hesitant at first, started small.
Speaker 2 (07:30):
What happened.
Speaker 1 (07:30):
The impact was huge Non emergency calls dropped by
68 percent 68 percent just byhaving that system in place.
Yeah, and even when there was areal emergency, the system gave
better initial info, so theresponse was more efficient.
Fast forward a few months, sherolled it out more widely,
started sleeping through thenight again and actually
rediscovered why she loved herjob.
Speaker 2 (07:51):
That's a powerful story.
It really shows technologyacting as that safety net, that
filter, handling routine stuff,flagging real issues.
Speaker 1 (07:59):
Exactly Optimizing the whole response.
Okay, what about growth?
That point where agencies justseem to hit a wall?
Speaker 2 (08:05):
routine stuff flagging real issues Exactly,
optimizing the whole response.
Okay, what about growth?
That point where agencies justseem to hit a wall?
Speaker 1 (08:09):
The dreaded plateau.
Speaker 2 (08:09):
Yeah, You've tried marketing sales pushes.
Nothing seems to move theneedle Right.
Speaker 1 (08:11):
So the growth acceleration framework.
It asks something reallythought provoking.
Has your agency hit a growthceiling?
What if the problem isn't yourmarketing or sales or even
recruiting, but your fundamentalcare model itself?
Speaker 2 (08:24):
Ooh, that makes you look inward, doesn't?
Speaker 1 (08:26):
it yeah.
Speaker 2 (08:26):
At the very structure of how you deliver services.
Speaker 1 (08:28):
It does and they shared this case study.
An agency in Boston Stuck at 86clients For 18 months.
Speaker 2 (08:35):
A year and a half of stagnation, despite trying
things.
That's frustrating.
Speaker 1 (08:40):
Immensely.
But what finally broke thelogjam?
They implemented a hybrid caremodel.
Speaker 2 (08:45):
There's that term again hybrid care.
Speaker 1 (08:47):
Yeah, they realized.
Look, not every client needsthe same level of intense
in-person care all the time.
Some need more monitoring,reminders, occasional help.
Speaker 2 (08:57):
So they use virtual support for those clients.
Speaker 1 (08:59):
Exactly which freed up their in-person caregivers
for the clients with morecomplex hands-on needs.
Speaker 2 (09:06):
And the result.
Speaker 1 (09:07):
Within just four months, they were serving 112
clients with the same staffnumber.
Speaker 2 (09:12):
Wow, from 86 to 112 with the same team, just by
changing the model.
Speaker 1 (09:16):
Yeah, it's a clear example of how rethinking
service delivery, enabled bytech, can unlock serious growth.
Speaker 2 (09:22):
It really highlights how crucial it is to match the
service model to the actualneeds of the clients.
Technology lets you do thatmore effectively.
Speaker 1 (09:29):
Right Allocating resources more smartly.
Ok, another critical area nowoutcomes, showing positive
results for clients.
Speaker 2 (09:36):
Hugely important, especially for building
relationships with hospitals anddoctors.
Speaker 1 (09:40):
Definitely.
The outcome driven care modelframework puts it like this what
if your agency coulddemonstrably cut client hospital
readmissions by, say, 40%,becoming the go-to provider for
discharge planners?
Speaker 2 (09:54):
That would be massive for referrals and reputation.
Speaker 1 (09:57):
Absolutely, and the key insight here seems to be
it's not just more hours of carethat prevent readmissions, it's
smarter, more consistent,proactive care.
Speaker 2 (10:07):
And technology is the enabler for that consistency
and proactivity.
Speaker 1 (10:10):
Yeah, the framework talks about an agency in Phoenix
.
They targeted clients at highrisk for readmission and use
remote medication monitoring andregular vital sign tracking.
Speaker 2 (10:19):
Proactively managing those risks.
Speaker 1 (10:21):
Exactly Over six months, they saw a 42 percent
reduction in preventablereadmissions for that group 42%.
Speaker 2 (10:28):
That's a clinical outcome with real impact.
Speaker 1 (10:30):
And the business impact.
Transformative Dischargeplanners started sending them
tons of referrals.
Medicare Advantage plans wantedexclusive deals.
Families specifically asked forthem because they got results.
Speaker 2 (10:42):
That really drives home the why it matters.
Better care leads directly tobetter business.
It establishes the agency as avaluable part of the whole
health care system Totally.
Speaker 1 (10:52):
OK, shifting gears a bit, let's look ahead to the
future.
Speaker 2 (10:56):
The demographic shifts.
Speaker 1 (10:57):
Yeah, the future proofing your agency framework
asks a pretty stark question.
By 2030, we're looking at 50%more seniors needing care, but
maybe 20% fewer caregiversavailable.
Is your agency ready to thrivein that future?
Speaker 2 (11:13):
Those numbers are sobering.
It poses a huge challenge tothe traditional model, but maybe
also an opportunity for thosewho adapt.
Speaker 1 (11:19):
Right.
The framework mentions an ownerin Chicago who saw this coming
years ago.
Speaker 2 (11:23):
What did she do?
Speaker 1 (11:24):
Instead of just fighting harder for the
shrinking pool of caregivers,she decided to integrate
technology early on to amplifywhat her existing team could do.
A proactive approach.
Yeah, and now, while hercompetitors are scrambling with
shortages, her agency is growing.
She's attracting goodcaregivers who want to work with
modern tools.
She's seen as a leader becauseshe prepared.
Speaker 2 (11:45):
It really underlines the need to future-proof your
business model, doesn't it?
Adopting tech early buildsresilience and a competitive
edge.
Speaker 1 (11:53):
Definitely Okay.
Let's not forget the families.
Their perspective is crucial.
Speaker 2 (11:58):
Absolutely.
Their peace of mind isparamount.
Speaker 1 (12:01):
The family-centric care framework asks the key
question families always havehow do we know mom or dad is
okay when the caregiver isn'tthere and how technology answers
that?
Speaker 2 (12:11):
Because that's the constant worry, isn't it?
Those hours in between visits?
Speaker 1 (12:15):
For sure.
They actually surveyed familiesand that gap, that uncertainty,
was the biggest concern.
There's a story about adaughter who was constantly
calling, worried sick about hermom living alone.
I can imagine.
But then the agency brought invirtual check ins and a family
portal with real time updates.
Speaker 2 (12:32):
So giving the family visibility.
Speaker 1 (12:34):
Exactly Suddenly, the daughter could see medication.
Reminders were happening, checkactivity levels.
She said it was life-changing.
She finally felt real peace ofmind.
Speaker 2 (12:43):
That transparency must build incredible trust.
Speaker 1 (12:46):
It does and the agency.
They reported much higherclient retention and way more
referrals from these reassuredfamilies.
It shows the emotional power ofthis.
Speaker 2 (12:55):
Absolutely that.
Peace of mind translatesdirectly to loyalty and positive
word of mouth Invaluable.
Speaker 1 (13:02):
Okay, let's talk dollars and cents Profitability.
Speaker 2 (13:05):
Always an important topic for business owners.
Speaker 1 (13:07):
Right.
The profitability pathwayframework asks what if you could
boost your profit margins by 12to 15 percent without raising
caregiver wages or cuttingservice quality?
Sounds almost too good to betrue, maybe.
Speaker 2 (13:19):
It does raise an eyebrow, given the pressures
agencies face rising costs,competition but it suggests a
strategic shift, not just cuts.
Speaker 1 (13:26):
And the key seems to be guess what?
Those hybrid care models again.
Speaker 2 (13:31):
Using tech for remote monitoring and support.
Speaker 1 (13:32):
Yeah, by using tech for virtual check-ins,
telehealth features, things likethat, you can offer what feels
like 247 coverage that constantover.
Speaker 2 (13:41):
Without the massive cost of having someone
physically there around theclock.
Speaker 1 (13:45):
Exactly.
They mentioned a Seattle agencythat did this, Increased
revenue per client, kept laborcost increases modest and
boosted their profit margin by15% 15% is a serious jump.
Speaker 2 (13:56):
It shows how tech can fundamentally change the cost
structure while maintaining oreven improving care quality.
Speaker 1 (14:02):
Right, it addresses that core business
sustainability issue.
Ok, one last angle the longterm.
View your agency's legacy.
Speaker 2 (14:11):
Thinking beyond the day to day, building lasting
value.
Speaker 1 (14:14):
Yeah, the legacy and value creation framework poses
this value.
Yeah, the legacy and valuecreation framework poses this.
Are you building an agency thatcan thrive for decades, or one
that relies too much on youbeing there, constantly running
on outdated models?
Speaker 2 (14:26):
That's a critical question for owners, thinking
about eventual exit strategiesor just building something
enduring.
Speaker 1 (14:31):
It really is.
They tell a story about anowner in Florida trying to sell
his agency a traditional setup.
Speaker 2 (14:36):
And buyers were hesitant.
Speaker 1 (14:37):
Very, it was too dependent on him personally and
the model just looked verylabor-intensive, hard to scale.
Speaker 2 (14:43):
Makes sense.
Buyers want sustainability,predictability.
Speaker 1 (14:46):
Right.
But then he implemented ahybrid care system, documented
all the processes around thetech.
Speaker 2 (14:52):
Made it less reliant on just him, more system-driven.
Speaker 1 (14:56):
Exactly, and suddenly the agency was way more
attractive.
He sold it for a much higherprice than he'd been offered
before because he builtsomething sustainable, future
proof, a real asset.
Speaker 2 (15:07):
That's a powerful long term perspective.
Investing in tech and processesisn't just about today's
problems.
It's about building futurevalue.
Speaker 1 (15:14):
Couldn't agree more.
So look, we've covered a lot ofground today, different angles
on tech enabled care advisory,all showing how powerful it can
be.
Speaker 2 (15:23):
And it's not just random ideas you mentioned there
are structured approaches,right.
Speaker 1 (15:26):
Yeah.
Speaker 2 (15:26):
Frameworks with actual steps.
Speaker 1 (15:28):
Yeah, exactly, we touched on names like the
five-step tech enabled caretransformation, the four-phase
hybrid care launch system, thethree-step care model evolution
process, the seven-pillartech-enabled agency framework.
It shows there are roadmaps outthere.
Speaker 2 (15:43):
So agencies aren't just figuring this out from
scratch.
There's guidance available tohelp them assess needs,
implement solutions, optimizethings.
Speaker 1 (15:50):
Right.
These frameworks offer thatstructured path.
So I guess, bringing it alltogether, it seems really clear
that technology offers hugeopportunities, not just to fix
the big problems like staffingand burnout but also to create
real competitive advantages, tomove beyond just selling hours.
Yeah, to focus on efficiency,better experiences for everyone
(16:11):
involved caregivers, clients,families better outcomes and
ultimately you know strongergrowth and higher agency value.
Speaker 2 (16:18):
The takeaway really seems to be that strategically
using tech in home care.
It's not just a nice to haveanymore.
It's becoming essential forquality, for sustainability, for
staying competitive.
Speaker 1 (16:29):
Absolutely so, as you , the listener, think about all
the different frameworks, thereal stories.
Here's maybe one last thoughtto chew on.
Speaker 2 (16:37):
What's the takeaway question?
Speaker 1 (16:38):
What's the one immediate area in your agency
where you see the biggestpotential for technology to make
a positive difference right now?
Speaker 2 (16:46):
Maybe it's tackling those night calls or easing the
staffing pressure.
Speaker 1 (16:50):
Could be.
Whatever it is for you, maybenow's the time to take a really
fresh look at your operationsand seriously explore what
tech-enabled care could unlockfor your business.
Are you maybe a home care agency owner feeling a bit
stuck, you know, with staffingshortages or caregiver burnout,
or maybe just blending in withall the competition out there?
Speaker 2 (00:11):
It's a tough spot for a lot of agencies right now.
Speaker 1 (00:13):
Yeah, exactly.
So let's dive into somethingtoday that could well, maybe
fundamentally shift how youoperate.
We're going deep intostrategies for tech-enabled care
advisory for home care agencies.
Speaker 2 (00:26):
Right, it's all about using technology strategically.
Speaker 1 (00:29):
Our goal here is really to cut through the noise
you know, pull out the reallyvaluable insights from different
frameworks that are designed tohelp your agency not just
survive but really flourish byusing tech.
Speaker 2 (00:42):
And these aren't just theories, right, they offer
actual pathways to solve thoseeveryday headaches and maybe
find a unique edge.
Speaker 1 (00:48):
Absolutely.
We've looked at severalframeworks, different ways to
approach this tech-enabled careidea and, honestly, there's some
potentially game-changing stuffin there.
Speaker 2 (00:57):
Yeah, what really jumps out, I think, across all
these different approaches, isthis shared idea that the old
model, just providing more andmore hours of care, well, it's
hitting its limits.
Speaker 1 (01:06):
That's a great point.
The focus seems to be shifting,doesn't it?
Towards something smarter, moreintegrated.
Speaker 2 (01:11):
Exactly where technology becomes like a
central pillar, supporting boththe caregivers and the clients.
Speaker 1 (01:18):
Okay, so let's tackle the elephant in the room first
Staffing, finding and keepinggood caregivers.
It feels like the number oneworry for pretty much every
owner I talk to.
Speaker 2 (01:29):
It really does dominate the conversation.
Speaker 1 (01:31):
So one framework we looked at let's call it the
staffing solutions blueprint.
It asks this really interestingquestion.
It's like what if your agencycould grow, say, 35 percent this
year, without having to hire asingle new caregiver?
Speaker 2 (01:46):
That definitely makes you stop and think doesn't it.
How is that even possible insuch a hands-on field?
Speaker 1 (01:50):
Right, and the blueprint digs into that.
It suggests the answer isn'tjust tweaking things.
It's fundamentally rethinkinghow care is delivered.
Speaker 2 (01:58):
Rethinking the whole model.
Speaker 1 (01:59):
Yeah, they share this compelling example An agency in
Denver.
They were actually turning awayclients.
Speaker 2 (02:05):
Turning them away.
Speaker 1 (02:06):
Yeah, 17 in just one month, because they just didn't
have the caregivers.
Speaker 2 (02:11):
That's a tough position to be in.
Speaker 1 (02:12):
Totally.
But then they implemented whatthis framework calls a hybrid
care system.
They brought in tech likeremote vital sign monitoring,
things like that.
Speaker 2 (02:21):
Okay, so integrating technology directly into the
care plan.
Speaker 1 (02:25):
Exactly.
And here's the kicker Withinsix months, they didn't just
take back those 17 clients,they'd turned away, don't tell
me, they added another 22, andall with their existing care
team.
Speaker 2 (02:36):
Seriously With the same staff.
Speaker 1 (02:37):
Yeah, the key wasn't some huge hiring spree.
It was using tech so eachcaregiver could support more
clients.
Speaker 2 (02:45):
but you know efficiently without burning them
out.
That's fascinating.
So technology becomes anamplifier for the caregivers
they already have.
Speaker 1 (02:52):
Right.
So for you listening, maybeyou're looking for ways to
handle staffing without theconstant stress of recruiting.
Speaker 2 (02:58):
Yeah.
Speaker 1 (02:59):
This points towards a really different approach, a
potentially transformative one.
Speaker 2 (03:03):
And it ties back to that core idea, doesn't it?
Technology as an efficiencymultiplier, automating some
things, providing remote support.
It just lets your team extendtheir reach.
Speaker 1 (03:14):
Yeah, it tackles the immediate problem but also sets
you up for, like staleablegrowth down the line.
Speaker 2 (03:19):
Which brings us neatly to the next big pressure
point Caregiver burnout andturnover.
Speaker 1 (03:25):
Oh yeah, huge issue.
I caught a stat somewhere Mostagencies lose a caregiver every
90 days.
Something crazy like that.
Speaker 2 (03:32):
It's incredibly high, a constant drain on resources,
on morale.
Speaker 1 (03:37):
Definitely so.
Another framework, maybe wecall it the caregiver
sustainability system.
It asks what if you could cutyour turnover in half and
provide better care?
Speaker 2 (03:46):
That sounds like the dream scenario, right it?
Speaker 1 (03:48):
really does and this framework it looked at why
turnover is so high.
Talk to caregivers.
Speaker 2 (03:52):
And what came out?
What were the big drivers?
Speaker 1 (03:55):
Well, things like feeling like they're constantly
on call, getting interrupted allthe time for stuff that isn't
really an emergency, and justthe sheer amount of paperwork,
the documentation burden.
Speaker 2 (04:04):
Yeah, pay is important, obviously, but it's
often those other things, theconstant stress factors, that
really grind people down.
Speaker 1 (04:11):
Exactly, it's that daily grind.
But the good news is thisframework talks about a solution
implementing virtual careassistance again, technology.
Speaker 2 (04:22):
Like using platforms for remote check-ins medication
reminders.
Speaker 1 (04:25):
Precisely Taking some of those routine but
time-sucking tasks off thein-person caregiver's plate
Safety checks, maybe,companionship calls.
Let the virtual system handlesome of that.
Speaker 2 (04:36):
So the caregiver who is there can focus on the really
important hands-on stuff.
Speaker 1 (04:40):
You got it and the results they reported Pretty
stunning A 47% jump in caregiversatisfaction.
Speaker 2 (04:46):
Wow, nearly half.
Speaker 1 (04:47):
And get this a 62% drop in turnover 62%, that's
massive.
Speaker 2 (04:53):
That's not just tweaking things, that's a
fundamental change.
Speaker 1 (04:55):
Right.
It changes the whole caregiverexperience, which, you know,
saves the agency money onrecruiting and training but,
more importantly, leads tobetter, more consistent care for
the clients.
It's a really concrete examplefor tackling that burnout
challenge.
Speaker 2 (05:08):
Definitely offers some solid knowledge there.
Okay, so we've talked staffing,we've talked burnout.
What about standing out?
Differentiation.
Speaker 1 (05:14):
Good question Because , let's be honest, a lot of
agency websites and brochures.
They kind of sound the same,don't they?
Speaker 2 (05:21):
Very similar Lots of compassionate care, dedicated
staff.
It's hard to tell them apartsometimes.
Speaker 1 (05:26):
So this other framework, the market leadership
model, it hits this head on.
It asks in a market whereeveryone sounds the same, what
if you could offer somethingunique, something competitors
can't match, and maybe evencharge premium rates for it?
Speaker 2 (05:42):
That's the million dollar question, isn't it?
How do you avoid just competingon price, which is often a race
to the bottom?
Speaker 1 (05:48):
Exactly, and this framework highlights how some
agencies have broken out of thatpattern.
Speaker 2 (05:53):
How?
What are they doing differently?
Speaker 1 (05:55):
Well, again, it comes back to strategically using
technology, creating thesehybrid care connected care
models.
Speaker 2 (06:01):
Okay, so moving beyond just selling hours.
Speaker 1 (06:04):
Yes, they're selling something more valuable like 247
peace of mind for the family,real-time updates on how their
loved one is doing demonstrablybetter outcomes.
Speaker 2 (06:14):
And people are willing to pay more for that
peace of mind.
Speaker 1 (06:17):
Apparently yes.
The framework suggests clientsare paying like a 15 to 20
percent premium for thisenhanced service and security.
Speaker 2 (06:26):
That's significant.
It shows a real shift in thevalue proposition.
Speaker 1 (06:28):
It's a real aha moment, isn't it A different
path to financial success beyondjust volume?
Speaker 2 (06:35):
Absolutely.
It's about focusing on thosetangible outcomes and that sense
of security which technologyenables you stop being a
commodity and become a valuepartner.
Speaker 1 (06:43):
Which justifies that premium price Makes sense.
Okay, let's zoom in on a reallyspecific pain point, those
middle of the night phone calls.
Speaker 2 (06:53):
Ah, yes, the 3 am call.
Every agency owner knows thatfeeling.
Speaker 1 (06:57):
Right.
So the 247 support solutionframework asks what if you could
drastically cut down or evenget rid of those after hours
emergency calls?
I mean, I've talked to ownerswho feel like they're always on
edge just waiting for the phoneto ring.
Speaker 2 (07:11):
It takes a toll.
The framework actually shares astory about that, doesn't it?
An owner named Sarah.
Speaker 1 (07:16):
Yeah, it's a great example.
She was close to burning outcompletely.
Years of broken sleep fromthese calls.
Speaker 2 (07:21):
I bet a lot of listeners can relate to that.
Speaker 1 (07:23):
Totally.
But then she implemented avirtual monitoring system.
She was a bit hesitant at first, started small.
Speaker 2 (07:30):
What happened.
Speaker 1 (07:30):
The impact was huge Non emergency calls dropped by
68 percent 68 percent just byhaving that system in place.
Yeah, and even when there was areal emergency, the system gave
better initial info, so theresponse was more efficient.
Fast forward a few months, sherolled it out more widely,
started sleeping through thenight again and actually
rediscovered why she loved herjob.
Speaker 2 (07:51):
That's a powerful story.
It really shows technologyacting as that safety net, that
filter, handling routine stuff,flagging real issues.
Speaker 1 (07:59):
Exactly Optimizing the whole response.
Okay, what about growth?
That point where agencies justseem to hit a wall?
Speaker 2 (08:05):
routine stuff flagging real issues Exactly,
optimizing the whole response.
Okay, what about growth?
That point where agencies justseem to hit a wall?
Speaker 1 (08:09):
The dreaded plateau.
Speaker 2 (08:09):
Yeah, You've tried marketing sales pushes.
Nothing seems to move theneedle Right.
Speaker 1 (08:11):
So the growth acceleration framework.
It asks something reallythought provoking.
Has your agency hit a growthceiling?
What if the problem isn't yourmarketing or sales or even
recruiting, but your fundamentalcare model itself?
Speaker 2 (08:24):
Ooh, that makes you look inward, doesn't?
Speaker 1 (08:26):
it yeah.
Speaker 2 (08:26):
At the very structure of how you deliver services.
Speaker 1 (08:28):
It does and they shared this case study.
An agency in Boston Stuck at 86clients For 18 months.
Speaker 2 (08:35):
A year and a half of stagnation, despite trying
things.
That's frustrating.
Speaker 1 (08:40):
Immensely.
But what finally broke thelogjam?
They implemented a hybrid caremodel.
Speaker 2 (08:45):
There's that term again hybrid care.
Speaker 1 (08:47):
Yeah, they realized.
Look, not every client needsthe same level of intense
in-person care all the time.
Some need more monitoring,reminders, occasional help.
Speaker 2 (08:57):
So they use virtual support for those clients.
Speaker 1 (08:59):
Exactly which freed up their in-person caregivers
for the clients with morecomplex hands-on needs.
Speaker 2 (09:06):
And the result.
Speaker 1 (09:07):
Within just four months, they were serving 112
clients with the same staffnumber.
Speaker 2 (09:12):
Wow, from 86 to 112 with the same team, just by
changing the model.
Speaker 1 (09:16):
Yeah, it's a clear example of how rethinking
service delivery, enabled bytech, can unlock serious growth.
Speaker 2 (09:22):
It really highlights how crucial it is to match the
service model to the actualneeds of the clients.
Technology lets you do thatmore effectively.
Speaker 1 (09:29):
Right Allocating resources more smartly.
Ok, another critical area nowoutcomes, showing positive
results for clients.
Speaker 2 (09:36):
Hugely important, especially for building
relationships with hospitals anddoctors.
Speaker 1 (09:40):
Definitely.
The outcome driven care modelframework puts it like this what
if your agency coulddemonstrably cut client hospital
readmissions by, say, 40%,becoming the go-to provider for
discharge planners?
Speaker 2 (09:54):
That would be massive for referrals and reputation.
Speaker 1 (09:57):
Absolutely, and the key insight here seems to be
it's not just more hours of carethat prevent readmissions, it's
smarter, more consistent,proactive care.
Speaker 2 (10:07):
And technology is the enabler for that consistency
and proactivity.
Speaker 1 (10:10):
Yeah, the framework talks about an agency in Phoenix
.
They targeted clients at highrisk for readmission and use
remote medication monitoring andregular vital sign tracking.
Speaker 2 (10:19):
Proactively managing those risks.
Speaker 1 (10:21):
Exactly Over six months, they saw a 42 percent
reduction in preventablereadmissions for that group 42%.
Speaker 2 (10:28):
That's a clinical outcome with real impact.
Speaker 1 (10:30):
And the business impact.
Transformative Dischargeplanners started sending them
tons of referrals.
Medicare Advantage plans wantedexclusive deals.
Families specifically asked forthem because they got results.
Speaker 2 (10:42):
That really drives home the why it matters.
Better care leads directly tobetter business.
It establishes the agency as avaluable part of the whole
health care system Totally.
Speaker 1 (10:52):
OK, shifting gears a bit, let's look ahead to the
future.
Speaker 2 (10:56):
The demographic shifts.
Speaker 1 (10:57):
Yeah, the future proofing your agency framework
asks a pretty stark question.
By 2030, we're looking at 50%more seniors needing care, but
maybe 20% fewer caregiversavailable.
Is your agency ready to thrivein that future?
Speaker 2 (11:13):
Those numbers are sobering.
It poses a huge challenge tothe traditional model, but maybe
also an opportunity for thosewho adapt.
Speaker 1 (11:19):
Right.
The framework mentions an ownerin Chicago who saw this coming
years ago.
Speaker 2 (11:23):
What did she do?
Speaker 1 (11:24):
Instead of just fighting harder for the
shrinking pool of caregivers,she decided to integrate
technology early on to amplifywhat her existing team could do.
A proactive approach.
Yeah, and now, while hercompetitors are scrambling with
shortages, her agency is growing.
She's attracting goodcaregivers who want to work with
modern tools.
She's seen as a leader becauseshe prepared.
Speaker 2 (11:45):
It really underlines the need to future-proof your
business model, doesn't it?
Adopting tech early buildsresilience and a competitive
edge.
Speaker 1 (11:53):
Definitely Okay.
Let's not forget the families.
Their perspective is crucial.
Speaker 2 (11:58):
Absolutely.
Their peace of mind isparamount.
Speaker 1 (12:01):
The family-centric care framework asks the key
question families always havehow do we know mom or dad is
okay when the caregiver isn'tthere and how technology answers
that?
Speaker 2 (12:11):
Because that's the constant worry, isn't it?
Those hours in between visits?
Speaker 1 (12:15):
For sure.
They actually surveyed familiesand that gap, that uncertainty,
was the biggest concern.
There's a story about adaughter who was constantly
calling, worried sick about hermom living alone.
I can imagine.
But then the agency brought invirtual check ins and a family
portal with real time updates.
Speaker 2 (12:32):
So giving the family visibility.
Speaker 1 (12:34):
Exactly Suddenly, the daughter could see medication.
Reminders were happening, checkactivity levels.
She said it was life-changing.
She finally felt real peace ofmind.
Speaker 2 (12:43):
That transparency must build incredible trust.
Speaker 1 (12:46):
It does and the agency.
They reported much higherclient retention and way more
referrals from these reassuredfamilies.
It shows the emotional power ofthis.
Speaker 2 (12:55):
Absolutely that.
Peace of mind translatesdirectly to loyalty and positive
word of mouth Invaluable.
Speaker 1 (13:02):
Okay, let's talk dollars and cents Profitability.
Speaker 2 (13:05):
Always an important topic for business owners.
Speaker 1 (13:07):
Right.
The profitability pathwayframework asks what if you could
boost your profit margins by 12to 15 percent without raising
caregiver wages or cuttingservice quality?
Sounds almost too good to betrue, maybe.
Speaker 2 (13:19):
It does raise an eyebrow, given the pressures
agencies face rising costs,competition but it suggests a
strategic shift, not just cuts.
Speaker 1 (13:26):
And the key seems to be guess what?
Those hybrid care models again.
Speaker 2 (13:31):
Using tech for remote monitoring and support.
Speaker 1 (13:32):
Yeah, by using tech for virtual check-ins,
telehealth features, things likethat, you can offer what feels
like 247 coverage that constantover.
Speaker 2 (13:41):
Without the massive cost of having someone
physically there around theclock.
Speaker 1 (13:45):
Exactly.
They mentioned a Seattle agencythat did this, Increased
revenue per client, kept laborcost increases modest and
boosted their profit margin by15% 15% is a serious jump.
Speaker 2 (13:56):
It shows how tech can fundamentally change the cost
structure while maintaining oreven improving care quality.
Speaker 1 (14:02):
Right, it addresses that core business
sustainability issue.
Ok, one last angle the longterm.
View your agency's legacy.
Speaker 2 (14:11):
Thinking beyond the day to day, building lasting
value.
Speaker 1 (14:14):
Yeah, the legacy and value creation framework poses
this value.
Yeah, the legacy and valuecreation framework poses this.
Are you building an agency thatcan thrive for decades, or one
that relies too much on youbeing there, constantly running
on outdated models?
Speaker 2 (14:26):
That's a critical question for owners, thinking
about eventual exit strategiesor just building something
enduring.
Speaker 1 (14:31):
It really is.
They tell a story about anowner in Florida trying to sell
his agency a traditional setup.
Speaker 2 (14:36):
And buyers were hesitant.
Speaker 1 (14:37):
Very, it was too dependent on him personally and
the model just looked verylabor-intensive, hard to scale.
Speaker 2 (14:43):
Makes sense.
Buyers want sustainability,predictability.
Speaker 1 (14:46):
Right.
But then he implemented ahybrid care system, documented
all the processes around thetech.
Speaker 2 (14:52):
Made it less reliant on just him, more system-driven.
Speaker 1 (14:56):
Exactly, and suddenly the agency was way more
attractive.
He sold it for a much higherprice than he'd been offered
before because he builtsomething sustainable, future
proof, a real asset.
Speaker 2 (15:07):
That's a powerful long term perspective.
Investing in tech and processesisn't just about today's
problems.
It's about building futurevalue.
Speaker 1 (15:14):
Couldn't agree more.
So look, we've covered a lot ofground today, different angles
on tech enabled care advisory,all showing how powerful it can
be.
Speaker 2 (15:23):
And it's not just random ideas you mentioned there
are structured approaches,right.
Speaker 1 (15:26):
Yeah.
Speaker 2 (15:26):
Frameworks with actual steps.
Speaker 1 (15:28):
Yeah, exactly, we touched on names like the
five-step tech enabled caretransformation, the four-phase
hybrid care launch system, thethree-step care model evolution
process, the seven-pillartech-enabled agency framework.
It shows there are roadmaps outthere.
Speaker 2 (15:43):
So agencies aren't just figuring this out from
scratch.
There's guidance available tohelp them assess needs,
implement solutions, optimizethings.
Speaker 1 (15:50):
Right.
These frameworks offer thatstructured path.
So I guess, bringing it alltogether, it seems really clear
that technology offers hugeopportunities, not just to fix
the big problems like staffingand burnout but also to create
real competitive advantages, tomove beyond just selling hours.
Yeah, to focus on efficiency,better experiences for everyone
(16:11):
involved caregivers, clients,families better outcomes and
ultimately you know strongergrowth and higher agency value.
Speaker 2 (16:18):
The takeaway really seems to be that strategically
using tech in home care.
It's not just a nice to haveanymore.
It's becoming essential forquality, for sustainability, for
staying competitive.
Speaker 1 (16:29):
Absolutely so, as you , the listener, think about all
the different frameworks, thereal stories.
Here's maybe one last thoughtto chew on.
Speaker 2 (16:37):
What's the takeaway question?
Speaker 1 (16:38):
What's the one immediate area in your agency
where you see the biggestpotential for technology to make
a positive difference right now?
Speaker 2 (16:46):
Maybe it's tackling those night calls or easing the
staffing pressure.
Speaker 1 (16:50):
Could be.
Whatever it is for you, maybenow's the time to take a really
fresh look at your operationsand seriously explore what
tech-enabled care could unlockfor your business.
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