What Gets Measured, Gets Managed
The home care industry is facing a workforce crisis. Caregiver turnover sits at a staggering 79.2% annually, caregivers missing interviews or first shifts, and the rising costs to recruit and train new hires—with a minimum of $500 per caregiver, per hire. These challenges don’t just affect agency operations and budgets; they have a profound impact on the families who rely on your care.
But these challenges are not insurmountable. As Peter Drucker famously said, “What gets measured, gets managed.” By tracking the right metrics, and using it to inform decisions, home care agency leaders can gain control over their workforce challenges, reduce turnover, and create a thriving culture of engagement.
Imagine a family unable to find consistent care for a loved one due to missed shifts or staff shortages. This situation isn’t uncommon, and it highlights a larger issue. Without tracking critical workforce metrics, agencies struggle to find clarity in a complex environment.
CareCrown, in partnership with Rosemark, empowers agencies with the tools and strategies to make this transformation possible.
3 Challenges Facing Home Care Agencies Today
1. The Turnover Crisis: Reducing Turnover Saves Big
High caregiver turnover is one of the most pressing issues in home care. At 79.2% annually, and increasing each year, turnover creates operational instability, increases costs, and affects the quality of care delivered. For many agencies, this means constantly hiring, training, and onboarding caregivers—only to lose them within days, weeks or months.
2. Financial Impact
Turnover is costly. At a minimum of $500 per new hire, agencies needing to hire 10 caregivers per month spend $60,000 annually on hiring alone. And depending on what you include for your costs to hire a caregiver; this cost could go up. Add hidden costs like lost revenue from clients you turn away, unfilled shifts and overtime pay, and the financial burden grows.
With a conservative estimate of 30% improvement in retention achieved with CareCrown, the savings are substantial:
- $18,000 saved annually by retaining 36 caregivers (fewer new hires needed).
- $20,800 recovered by filling just 2 extra shifts per week ($200/shift).
- $10,400 saved by reducing overtime (10 hours/week at $20/hour).
Total Savings: $49,200 per year. Would you like to improve your bottom line by almost $50,000 per year?
3. Client Experience
Turnover isn’t just an internal issue—it directly impacts families and referral sources. Missed shifts, inconsistent care, and overworked caregivers result in dissatisfied clients and damage an agency’s reputation. Families trust your agency to provide reliable, high-quality care, but without stable staffing, that trust is put at risk.
The Power of Data-Driven Strategies: Why Tracking Metrics Matters
Data isn’t just numbers, and we realize it isn’t easy; however, it’s the foundation for making better decisions for your company’s growth. Without tracking key performance indicators (KPIs), agencies are left guessing about their biggest challenges. Tracking data allows you to:
• Identify Trends Early: Spot patterns like frequent callouts or late arrivals before they escalate.
• Address Root Causes: Determine whether issues stem from caregiver burnout, ineffective scheduling, or lack of engagement.
• Prove ROI: Show how improvements in caregiver engagement directly impact your bottom line and client satisfaction.
For example, an agency that tracks on-time clock-ins and callouts might notice certain days or shifts have higher absenteeism. Armed with this data, the agency can adjust schedules, provide targeted incentives, or offer additional support to caregivers.
5 Key Metrics Every Home Care Agency Should Track for Data-Driven Strategies
To improve caregiver engagement and retention, agencies must focus on data-driven strategies and the metrics that directly impact performance. Below are the five most critical KPIs to measure:
1. On-Time Clock-Ins
- Why It Matters: Punctuality ensures clients receive the care they expect, creating trust and reliability.
- How to Use Data: Monitor lost revenue and patterns of late arrivals and recognize caregivers who consistently show up on time.
2. Call-Outs
- Why It Matters: Absenteeism disrupts schedules, overburdens other caregivers, and impacts client satisfaction.
- How to Use Data: Track call-outs to identify trends, and any patterns for specific shifts, days, or caregivers.
3. Client Feedback
- Why It Matters: Positive feedback highlights exceptional caregivers and improves your agency’s reputation.
- How to Use Data: Use feedback to capture client satisfaction and reward caregivers who consistently exceed expectations.
4. Training Completion Rates
- Why It Matters: Caregivers who invest in professional development are more engaged and confident.
- How to Use Data: Track participation in training programs and incentivize completion.
5. Hours Lost to Call-Outs and Late Clock-Ins
- Why It Matters: Lost hours directly affect revenue and care quality.
- How to Use Data: Calculate the financial impact of absenteeism and implement strategies to recover lost hours. One agency was losing $250,000 until they began tracking. They immediately cut it in half once they saw the data.
CareCrown makes tracking these metrics easy, providing real-time recognition and rewards with real-time outcomes and reports that turn raw data into actionable insights.
Turning Data Into Action: 3 Ways to Engage and Retain Caregivers
Tracking metrics is just the first step. The next step is using that data to create strategies that engage and retain caregivers.
1. Incentivize Performance
Use metrics like clock-ins, training completion, and client feedback to reward caregivers who consistently perform well. CareCrown automates this process, providing financial incentives and recognition to participants.
2. Foster Accountability
Metrics like call-out rates provide a foundation for open discussions about attendance and reliability. CareCrown’s leaderboard system creates a sense of healthy competition and encourages caregivers to stay accountable.
3. Recognize Achievements
Recognition goes beyond financial incentives. Highlighting achievements—such as “Caregiver of the Month” awards or peer recognition programs—boosts morale and builds loyalty.
Case Study: A Data-Driven Success Story
One home care agency used CareCrown to track and improve key metrics, achieving incredible results in just one year:
- 34% improvement in on-time clock-ins, resulting in a 66% reduction in hours lost to late arrivals, in just the first 60 days!
- 25% fewer call-outs, leading to a 21% reduction in lost hours, in the first 60 days!
- 58% improvement in turnover in the first 9 months!
- 77% revenue growth, translating to an additional $420,000 in revenue!
By turning data into action, this agency not only improved caregiver engagement but also provided more consistent, reliable care to families.
“Happy caregivers means that everyone else is happy.”
Your clients, their families, and your referral sources!
How CareCrown Supports Data-Driven Success
CareCrown simplifies the process of tracking, analyzing, and acting on critical workforce data. Our platform integrates seamlessly with Rosemark, offering tools to:
- Monitor metrics like on-time clock-ins, call-outs, and training completion in real time.
- Automate caregiver incentives and recognition.
- Create a culture of accountability with leaderboards and performance tracking.
- With CareCrown, agencies can focus on delivering exceptional care while we handle the data and engagement strategies.
The Big Picture: Why Families Are Counting on You
At the heart of every metric is a family relying on your care. When caregivers are engaged and clients receive consistent, high-quality care, everyone benefits: caregivers feel recognized, clients are satisfied, and your agency thrives.
By adopting data-driven strategies with CareCrown and Rosemark, you can solve workforce challenges, improve performance, and deliver the care families deserve.
Ready to Transform Your Agency?
The best time to start tracking your success is now.
When you measure what matters, success becomes inevitable.
🗹 Happier employees: Higher levels of employee engagement and satisfaction due to recognition and rewards
🗹 Improved operational efficiency: More efficient scheduling due to fewer hours spent filling open shifts
🗹 Lower HR costs: Hiring and recruiting costs are reduced through improved caregiver retention and more employee referrals
🗹 Better bottom line: Fewer billable hours are lost due to caregiver issues like late clock-ins, call-outs, and no-shows