Work schedule disruptions
Background
Vitalis, a leading care provider in the Netherlands, is committed to improving the quality of life of elderly residents by integrating advanced technologies. With more than 2,500 employees, the organization provides comprehensive care services, giving seniors the support they need to live comfortably and with dignity. However, like many other care facilities, Vitalis faces significant operational challenges, particularly in managing staffing schedules during frequent and unexpected absences.
Resolving roster failures at Vitalis
The biggest challenge at Vitalis was dealing with daily scheduling disruptions due to unexpected staff absences. On average, the organization faced 20-30 disruptions daily that required immediate attention to ensure continuous and adequate care. The traditional approach to resolving these disruptions was extremely inefficient, taking approximately 1.5 hours of phone calls, messages and emails to fill a single shift. This process was not only time consuming, but also caused a lot of stress and workload for managers and the scheduling department. The inefficiency of the manual process regularly led to bottlenecks, which negatively impacted the organization’s ability to provide consistent, high-quality care to residents.
Automation of roster management with Rob Otmans
To address these challenges, Ciphix developed and implemented Rob Otmans, a digital assistant that automates the process of managing service replacements. Rob Otmans uses API integrations and Robotic Process Automation (RPA) to streamline the identification and notification of available employees for open shifts. The digital assistant continuously monitors open shifts within a 72-hour time frame and sends notifications to available employees via the scheduling app. Notifications are sent in phases, starting with the immediate team, then the flex team and finally company-wide as needed. This phased approach ensures that the most appropriate and immediate replacements are accessed first, reducing the time it takes to fill shifts and minimizing disruptions in patient care.
Impact and integration
Rob Otmans’ implementation has had a transformative impact on Vitalis Netherlands. The time required to resolve roster disruptions has been drastically reduced from approximately 1.5 hours to just 5 minutes. Over the past 8 months, Rob Otmans has successfully filled more than 3,700 shifts, reducing stress and workload for staff, managers and the scheduling department. This significant improvement has allowed staff to focus more on their core duties of providing high-quality care to residents, rather than being burdened with administrative tasks. The automation of service replacement aligns with Vitalis’ mission to improve care for the elderly and increase employee satisfaction by enabling them to focus on activities that bring joy and fulfillment.
- Integration with existing systems
The digital assistant was integrated with Vitalis’ existing planning application to enable real-time monitoring and communication. - Phased notification system
A phased notification system was developed to prioritize the order of contact with available employees, ensuring an efficient and systematic approach to service replacement. - Testing and iteration
The solution was extensively tested to ensure it met Vitalis’ operational needs. User feedback was incorporated to refine and optimize the system. - Training and Support
Training sessions were held for staff to familiarize them with the new system and ensure a smooth adoption.
Efficiency and response in duty rosters
- Automated service replacement
Rob Otmans automates the identification and notification of available employees for open shifts, significantly reducing manual effort. - Phased notifications
Notifications are sent in phases, first to the immediate team, then to the flex team, and finally company-wide as needed. This ensures the fastest possible response. - Real-time monitoring
The system continuously monitors open services within the next 72 hours, allowing proactive management of potential disruptions. - User-friendly interface
The scheduling app’s interface is intuitive and easy to use, making it simple for employees to respond to shift notifications.
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