Each month we meet key stakeholders and business leaders in the social care sector. This month we meet Fiona Hale, Managing Director at CoolCare
What are the most significant challenges care homes face in retaining staff, and how can technology help address this?
Flexibility and financial security are essential for staff retention in care homes. Digital workforce management tools enable staff to swap shifts, pick up extra hours, and manage time off. Earned Wage Access (EWA) allows employees to access wages mid-month, reducing financial stress and making them 80% more likely to take on additional shifts. These smart solutions improve well-being, boost engagement, and reduce reliance on agency staff. By adopting digital tools, care homes create a more supportive work environment, enhancing job satisfaction and retaining staff while maintaining efficient staffing levels.
How can digital scheduling tools help care homes better use their existing workforce, especially during last-minute staff shortages?
Care homes often rely on agency staff for last-minute cover, but digital scheduling tools offer an effective solution. Online rotas allow staff to view available shifts in real-time, and overtime incentives encourage them to volunteer without needing to be asked. In CoolCare homes, over 30% of shifts are covered this way. Staff portals track availability, making shift allocation quick, fair, and cost-effective. Care home groups can even build in-house agency pools, reducing administrative work while keeping staff engaged. This results in less reliance on costly agencies and a more stable, motivated workforce.
How does reducing admin work contribute to staff well-being and job satisfaction?
While digital care records have eased carers’ administrative burden, managers are still bogged down by paperwork. Automating tasks and using smart reminders frees managers to focus on staff support. Strong manager relationships are the primary reason staff stay, even more than pay or location. When managers can engage, mentor, and support teams, job satisfaction increases, reducing turnover. Less admin means more time for people, fostering a positive workplace where staff feel valued and supported
How can tech streamline onboarding and training and why is this important for retention?
High turnover often starts during the recruitment and onboarding stages. With job seekers applying to multiple roles in seconds, software like Applicant Tracking Systems (ATS) helps care homes respond instantly, keeping candidates engaged. Simple actions like clear communication can prevent losing potential hires, especially during delays in DBS checks and references, which are key drop-off points. Once hired, structured e-learning and competency-based training build confidence and improve job satisfaction. Time with supervisors is also critical, ensuring new staff feel supported. A smooth, efficient onboarding process makes staff feel valued from day one, improving retention and reducing turnover.
Are there any emerging digital trends in training and development that you think will revolutionise social care?
AI-driven analytics could transform training and decision-making in social care; however, their benefits depend on data quality. Large Language Models (LLMs) require vast, well-structured datasets, which the sector has yet to fully establish. For AI to revolutionise care, the sector must ensure accurate, comprehensive data. Without this, AI decisions risk being based on incomplete information. While AI promises smarter workforce planning, tailored training, and streamlined reporting, caution is needed. A solid data foundation must come first to ensure reliable progress.
If a care provider could implement one piece of technology today to improve retention, what would you recommend and why?
Digital workforce management tools, like CoolCare, allow staff to control shifts, swap or pick up extra work, and access wages when needed. These tools reduce stress, boost engagement, and make staff feel valued. A system that streamlines scheduling, payroll, and communication ensures staff can work the way they want, promoting job satisfaction. Investing in user-friendly, smart tech boosts retention and reduces reliance on costly agency staff.
Image depicts Fiona Hale, Managing Director at CoolCare