Sample report. "Example Home Care Co." is a fictional business created to illustrate the audit format.
Business Profile
- Business
- Example Home Care Co.
- Type
- Regional non-medical home care agency
- Size
- 85 caregivers, 7 office staff, ~$3.5M revenue
- Process audited
- Caregiver scheduling and shift coverage
- Systems reviewed
- Scheduling and visit-tracking app, billing system, QuickBooks, shared spreadsheets, group text
Executive Summary
Estimated annual value: revenue recovered and costs avoided
We identified four opportunities worth an estimated $150,000 to $160,000 per year in recovered revenue and staff time. The largest is caregiver call-off coverage: two scheduling coordinators spend most of their day finding replacements by phone and text, and about 2% of scheduled visits still go unfilled.
We recommend fixing shift coverage first. It has the highest value, it uses data the agency already collects, and a working version can be live within four weeks. One of the four opportunities (client intake) needs no custom work at all: an off-the-shelf form tool solves it.
Ranked Opportunities
#1Unfilled visits and manual call-off coverage
$90K–$95K/yr
Revenue recovered + staff time saved
~48 unfilled visits/mo × $120 avg billable = ~$69K lost revenue, plus 3.5 coordinator hrs/day × 250 days × $28 loaded = ~$24.5K
- Recommended fix
- Automated open-shift broadcast with caregiver reliability ranking
- Effort
- 3–4 weeks
- Confidence
- Medium-high
#2Re-keying visit records into billing
~$30K/yr
Staff time saved + faster cash
12 billing hrs/wk × 50 wks × $30 loaded = $18K, plus ~$12K in denial rework and delayed cash from mismatched entries
- Recommended fix
- Scheduled export and validation between the visit-tracking app and billing
- Effort
- 2 weeks
- Confidence
- High
#3Manual weekly owner report and unmanaged overtime
~$23K/yr
Overtime prevented + staff time saved
5 office-manager hrs/wk × 50 wks × $32 loaded = $8K, plus ~$15K/yr of overtime that wasn't visible until payroll
- Recommended fix
- Automated weekly owner report with an overtime early warning
- Effort
- 1–2 weeks
- Confidence
- Medium
#4Paper and PDF client intake
~$10K/yr
Staff time saved
~2 hrs per intake × 15 intakes/mo × 12 × $28 loaded
- Recommended fix
- Off-the-shelf online intake forms. No custom build needed.
- Effort
- 1 week
- Confidence
- High
Build Blueprint: Opportunity #1
Unfilled visits and manual call-off coverage
Current state
- Caregivers call or text a coordinator to cancel, often less than 4 hours before a visit
- Coordinators work down a personal mental list, calling and texting one caregiver at a time
- Average time to fill a call-off: 47 minutes; ~2% of visits are never filled
- Attendance history exists in the visit-tracking app but isn't used for scheduling decisions
Target state
- Call-offs are logged once, triggering an automatic text broadcast to qualified, available caregivers
- Caregivers are ranked by proximity, client familiarity, and historical reliability
- The first confirmed caregiver is assigned automatically; coordinators handle only exceptions
- Target: under 15 minutes to fill and under 0.5% of visits unfilled
Delivery plan
- Week 1: connect visit-tracking and scheduling data; build reliability scoring from 12 months of history
- Week 2: build the broadcast and confirmation workflow; test with two coordinators
- Week 3: pilot on one service area; tune ranking and message timing
- Week 4: roll out to all areas; train staff; hand over a weekly fill-rate report
Risks and dependencies
- Requires API or export access from the scheduling and visit-tracking vendor (confirmed available)
- Caregivers must opt in to text notifications; plan a short adoption push
- Reliability scoring must be reviewed for fairness before use
How we'll measure success
- Unfilled visit rate (baseline ~2%)
- Median time to fill a call-off (baseline 47 min)
- Coordinator hours spent on coverage (baseline 3.5 hrs/day)