Case study

Rosemary Lodge Care Home offers luxury residential care for people over 65 and those living with mild dementia, alongside respite, holiday stays and day care. 

The home wanted a better way to plan, manage and evidence care for its 32 residents. Staff needed to record more detailed care notes without losing time during the day, while managers needed clearer visibility of observations, handovers, nursecall activity, visits and staffing. Rosemary Lodge chose PCS Care in September 2023, with Nursecall Messaging Service and Digital Reception adding further support across daily operations.

The challenge

Rosemary Lodge needed care records that could keep up with a busy home. Care teams were spending too much time recording information manually, and the process made it harder to capture the detail that gives managers a clear picture of each resident’s day. Staff needed a faster way to record care as it happened, without reducing the quality of the notes or missing useful information.

Handovers were another key area. The team needed important updates to move from one shift to the next clearly, so staff coming on duty could quickly see what had happened, what needed attention and which residents needed closer support.

The home also wanted its wider systems to work together better. Nursecall activity, visitor information, staff shifts, fire drill lists and emotional wellbeing evidence all play a part in daily care, so Rosemary Lodge needed practical tools that could make that information easier to see and use.

Making daily care information easier to record and act on

mCare: more detailed care notes in less time

PCS Care (formerly Care) changed the amount and quality of information Rosemary Lodge could record. Laurence Scully, Administrative Assistant at Rosemary Lodge Care Home, said the home was able to log more care notes to a higher standard in less time. Staff could record what happened during care, add detail quickly and build a more complete view of each resident’s day.

Observation tracking also became easier. Instead of searching through records to find what had been recorded, staff and managers could bring information up on the dashboard in seconds. That gave the team a clearer way to check observations and respond when something needed attention.

Nursecall Messaging Service: clearer response data

Rosemary Lodge also uses Nursecall Messaging Service to improve visibility across resident calls. The service gives the team a dashboard with call logs for rooms, making it easier to review response times and see which residents may need more support. That information helps the home understand patterns across the day and keep an eye on areas where staff may need to respond differently.

For a care home, nursecall data is more than a technical record. It helps managers see how residents are asking for support and how quickly the team is able to respond.

Digital Reception: better visibility of visits, staffing and safety

Digital Reception gives Rosemary Lodge a clearer way to manage visitor and staffing information. The service records resident visits, which can feed into care plans and support emotional wellbeing evidence. It also helps the home track staff shifts for payroll and provides an evacuation list for fire drills.

That makes Digital Reception useful beyond the front desk. The information it captures supports safety, staffing and resident wellbeing, while reducing the need for carers to manually document visits themselves.

Keeping each shift clear at Rosemary Lodge

Rosemary Lodge chose PCS because the team needed care information that was easier to record, easier to find and easier to use during a busy shift. The result has been a calmer, more practical way to manage daily care information, giving staff more time to focus on residents and giving managers a clearer view of what is happening across the home.