Palace Property Management

Health

Estia
Health

At a Glance

Customer
Estia Health
Partner
TimeTarget
Industry
Health
Background
Estia Health was experiencing challenges in communicating vacant shift availability to their staff. Phone calls and posters were time consuming and ineffective.
The Challenge
To implement an efficient and cost effective way to fill unplanned leave in rosters, and get staff off the phone so they could spend more time helping residents.
The Solution
MessageMedia SMS is integrated into TimeTarget via an API. This means SMS messages can be quickly and easily sent and received from within the TimeTarget software.
The Outcome
Agency costs reduced by 20%, staff spending less time calling other staff members to fill vacant shifts which equates to an increase in time spent helping residents.

Background

Shift bidding by SMS delivers healthy results for Estia Health Aged Care

TimeTarget is an Australian owned company that provides clients with a leading workforce management, time & attendance and rostering solution. Clients range from small businesses employing a small number of people at a single location to large multinational corporations employing thousands of people across multiple locations. Estia Health is a large aged care provider using multiple components of the TimeTarget solution.

EHE is one of the largest residential aged care providers in Australia with 69 facilities, 5,921 operating places and 7,000+ employees across Victoria, South Australia, New South Wales and Queensland.

EHE has been using TimeTarget for just over 12 months. Systems Manager, Jeremy Cassidy, said that the SMS function in TimeTarget had made a significant impact on the business for some key applications, where alternative communication methods had been less than effective.

The Journey

SMS Helps Estia Health Deliver a Better Service for Everyone

As a communication tool SMS is immediate, non-intrusive and interactive. Another benefit of SMS is that 97 percent of all SMS messages are opened and 83 percent are opened within one hour.

This high open rate is key to filling last minute roster vacancies. Coupled with the fact that most adults own a mobile and never leave home without their mobile phone in hand.

“A great application for SMS is to fill unplanned leave in rosters,” said Jeremy. “Before SMS we would have put up posters advertising available shift times or had staff members making phone calls. However posters are really hit and miss and phone calls are costly and time consuming.”

The Solution

TimeTarget has been a MessageMedia partner since Feb 2013, and has integrated the MessageMedia SMS API into its solution. This means clients can send and receive SMS messages from within the TimeTarget software via a seamless, easy to use process.

Jeremy said, “The key application for us is using SMS to fill unplanned leave in our rosters via a shift manager tool within TimeTarget.”

The roster and shift management functions in TimeTarget provide significant advantages for an organisation’s rostering activities including supporting centralised rostering and shift bidding based on “best fit” candidates, using SMS for request and response.

EHE also use SMS for staff communication and notification alerts.

“When we need to let our people know about staff meeting times or upcoming flu vaccination information, SMS makes sense,” said Jeremy. “The message is delivered straight away and we can include information such as dates, times and venues, which makes it easy for everyone.”

“SMS makes sense… The message is delivered straight away and we can include information such as dates, times and venues, which makes it easy for everyone.”

Jeremy Cassidy
Systems Manager, Estia Health

The Outcome

Cost and time savings with increased efficiency

Jeremy said that EHE has recorded a number of benefits from the introduction of SMS. “Specifically, we have been able to reduce our agency costs and fill shifts more efficiently,” he said. “I would estimate our agency costs have fallen by as much as 20% for the Estia facilities utilising the service.”

EHE has also noticed some unexpected benefits that are having a positive effect on the company.

“Our staff members are happy to receive texts notifying them of vacant shifts as it gives them an opportunity to earn extra money on top of their normal wage. And we’re happy, because using our own staff means we can ensure continuity of care, which is very important in aged care, and for our residents”.

“We’ve also found staff spend less time calling other staff members to fill shifts. Though I can’t provide a figure for time saved through not making these calls, it would be very high. This is the greatest benefit for our business, as we need our staff helping residents, not spending time on the phone trying to find a replacement for a vacant shift,” concluded Jeremy.

About MessageMedia

MessageMedia is Australia's largest business mobile messaging service provider, and a leading player globally with significant market share in the U.S., U.K. and New Zealand. Through its reliable and innovative IT solutions and award-winning customer service, MessageMedia helps businesses of all sizes deliver business efficiencies, improve customer engagement and increase revenue via the power of mobile messaging. MessageMedia provides a comprehensive range of mobile messaging solutions and consulting for businesses across almost every industry, including: alerts and notifications; appointment reminders; billing and payments; marketing; staff and rostering.

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