When you've grown from 80 to over 300 clients, you know what works. For Norfolk-based Norvic Healthcare, recognising the need for a platform specifically tailored to homecare led them back to Birdie – and highlighted exactly why homecare-first technology makes all the difference.

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Norvic had been early users of the Birdie system, back before Birdie had developed its rostering system to accompany its original care management product. This led them to switch to an alternative platform - but this decision came at a cost.

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Adopting a platform originally designed for the needs of residential care instead of homecare ended up creating dozens of problems. When a system isn't created for the complex timing and constant change of homecare, things can quickly start to go wrong.

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Will Epps, Assistant Operations Manager at Norvic Healthcare, has a perspective spans the entire care delivery process. Starting as a carer during the pandemic, then moving into office operations, and finally mastering analytics – he experienced firsthand how the platform's care home-focused approach required him to adapt dozens of assessments designed for residential settings rather than domiciliary care.

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"I had the job of weeding through all the assessments, editing things to make it more community friendly. But that was just a lot more time consuming," he explains.

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Frontline carers also faced their own challenges with an outdated mobile interface that forced them to scroll through extensive PDF documents to find key information, with no quick-find functionality available. Essential tasks like recording notes and managing medication became unnecessarily complicated.

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The problems went deeper than usability issues. Critical medication management issues were creating compliance concerns and disrupting care schedules when rigid time windows prevented carers from completing visits and moving to their next clients. The MAR charts also had numerous bugs that caused crises for their on-call team.

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Recognising that their system was holding back their ability to grow, Norvic Healthcare decided to return to Birdie. The difference was immediate.

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Care planning designed for domiciliary care

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Birdie’s pre-built templates and assessments are designed specifically for homecare operations. The logical categorisation and intuitive structure make care planning straightforward and efficient, enabling Will to complete care planning in just four to six hours instead of a day and a half.

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Auditing that keeps standards high

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With Birdie, Will has more than doubled his auditing speed - completing five care plan audits per day compared to two previously.

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This is all because Birdie's homecare-first approach ensures consistency across the entire care team, capturing data in a standardised way that supports better decision-making, regulatory compliance, and meaningful insights into care outcomes.

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A mobile experience that puts carers first

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Making a system work for homecare means that a high-performing carer app is a non-negotiable - Birdie’s intuitive mobile design puts everything carers need at their fingertips.

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The clean and simple interface makes navigation effortless, with shortcuts that take users directly to relevant assessments like DNR forms or personal care summaries.

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The structured note-taking with clear subcategories for observations, fluid intake, and personal care helps carers deliver comprehensive documentation while focusing on what matters most – quality care delivery.

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The improvement was so noticeable that team members immediately expressed how much they preferred using Birdie's user experience.

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Medication management that works in the real world

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Birdie's eMAR system accommodates the realities of community care while maintaining clinical safety. When carers face unexpected delays – traffic, emergencies, or complex client needs – the system provides flexible options to record medication administration accurately.If a carer arrives after a designated medication window, they can still document the outcome appropriately, whether the medication was administered by family members or requires rescheduling, ensuring complete and accurate medication records.

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See everything, miss nothing: data that drives better care

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Beyond day-to-day operations, Birdie Analytics provides Norvic Healthcare with the insights they need to drive the continuous improvement that powers their growth.

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Will uses care delivery reports weekly, Q-Score monthly for performance tracking, and assessment monitoring to ensure care plans stay current. Birdie’s unique Q-Score calculates a monthly rating out of four, directly corresponding to CQC ratings from Inadequate to Outstanding, giving Norvic Healthcare a clear picture of their care quality performance.

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"Birdie Analytics reports offer far more insight than the reporting tools on the other platform. We use the Q-Score every month to see how we're doing overall," he explains.

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The analytics platform presents insights in clear graphs and charts, making data immediately actionable without requiring manual analysis or complex spreadsheet work.

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Partnership-focused support

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Birdie's commitment to outstanding support ensures care providers are never left without assistance. Chat support offers immediate help, typically responding within 10 minutes compared to hours of waiting with their previous provider. When critical issues arise, Birdie resolves them promptly.

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Will particularly values having a responsive account manager who actively seeks ways to enhance their experience: "a fantastic bonus that really enhances the overall experience." This proactive partnership approach creates genuine collaboration rather than just a vendor relationship.

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As one of Norfolk's leading care providers, Norvic Healthcare continues expanding with confidence, knowing their technology foundation supports rather than constrains their growth.

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For Will, who's experienced Birdie from every angle – as a carer, administrator, and analyst – the value is clear: when technology is purpose-built for homecare, it doesn't just digitise processes – it enhances the entire care experience.

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As Will reflects on their technology journey: "It just works. We're very happy to be back."

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