From Legacy Systems to Smart Scheduling: Complete Care West Yorkshire’s Implementation Success

Customer Onboarding Success: Complete Care West Yorkshire’s Digital Transformation

Customer: Complete Care West Yorkshire
Sector: Domiciliary Care | Location: West Yorkshire

Established in 2007, Compete Care West Yorkshire are a highly regarded, family-run home-care provider, setting the standard for compassionate, person-centred support for nearly two decades – making them the perfect partner to showcase how technology can empower exceptional care.

Overview

Complete Care West Yorkshire is a domiciliary care provider delivering person centred support to individuals with a wide range of needs, including dementia, mental health conditions and physical disabilities. Before implementing IQ:caremanager, the team was using legacy systems that created daily operational frustrations, particularly around rostering and reporting.

For this case study, we spoke with Wayne Austin Mitchell, Accounts Manager and Owner, and Becky Bartlett, Care Manager, who shared their experiences of partnering with Unique IQ and the implementation process.

Challenges Before Unique IQ

Before implementing a new system, the team faced daily operational frustrations around rostering and reporting. Rostering required a lot of manual work with no efficient way to make bulk changes. Reporting capabilities were also limited, often requiring additional manual input before information could be shared with external partners.

These inefficiencies impacted the smooth running of operations and took valuable time away from the team.

Why Unique IQ Stood Out

The leadership team wanted a system designed specifically for home care, not a generic platform trying to fit multiple care settings.

I did my research. There are too many system providers out there trying to be a jack of all trades. We needed a system focused purely on home care and the standards we have to meet.
Wayne Austin Mitchell Accounts Manager and Owner

For the care team, the standout feature was the ease of rostering, combined with strong reporting functionality and the flexibility shown by the Unique IQ team during onboarding.

Implementation Experience

Complete Care West Yorkshire’s onboarding journey was shaped by approachable support, hands-on guidance, and clear communication from day one.

Wayne Austin Mitchell, Accounts Manager and Owner, described the process as “relaxed and laid back in a good way”, highlighting the approachable nature of the onboarding team:

Relaxed and laid back in a good way. The support has been instant and approachable. The team have continuously aimed to support our needs and preferences.
Wayne Austin Mitchell Accounts Manager and Owner

Becky Bartlett, Care Manager, echoed this sentiment, emphasising the value of practical support during the transition:

The onboarding process was straightforward and well supported. The team supported us with the import of data, saving valuable time and ensuring a smooth transition. The training was clear and the support has been excellent. There is always someone available to help.

Becky Bartlett Care Manager

Both agreed that while some adjustments were needed during go live, the transition was smooth and the support from the team remained consistent and responsive.

The Results

Since adopting Unique IQ’s care management platform, Complete Care West Yorkshire has seen clear improvements across day-to-day operations. Rostering has become significantly faster and more flexible, giving coordinators the ability to manage schedules efficiently and make adjustments without the delays of manual processes.

Reporting has also become easier to configure and share with local authorities, helping the team meet compliance requirements more effectively while improving visibility of operational activity. With clearer oversight, managers can identify issues earlier, allocate resources more strategically and maintain high standards of service delivery.

Importantly, the new system has reduced administrative burden on the team, allowing more time to be dedicated to supporting staff and service users. Frontline teams have responded positively to the mobile app, finding it simple and reliable to use in their daily work.

The onboarding experience was described as smooth, responsive and approachable, which helped build early trust in the system. As a platform designed specifically for home care, it has given the organisation the confidence that their digital solution can meet the unique demands of the sector.

Key Takeaways

For Complete Care West Yorkshire, moving to a care-specific digital solution has delivered measurable operational improvements. Streamlined rostering and stronger reporting have freed up valuable time, improved oversight and reduced administrative pressure across the organisation.

Equally, the hands-on, supportive onboarding process helped build confidence and trust from day one. This digital transformation has not only strengthened daily operations but also laid a solid foundation for sustainable service delivery as the organisation continues to grow.

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