As we end 2025, I wanted to give an update on progress made on Care Platform quality since we met at LINK a month and a half ago.
At LINK we shared our excitement on 2 initiatives around SOC attrition that we believe will fundamentally improve our fulfillment quality, reduce SOC attrition and support growth. We committed to roll these out across the platform over the coming months as a top priority in our operations. I wanted to update you on our progress so far.
1. “HyperCare” for SOC clients
As a recap - We designed and piloted HyperCare earlier this year to ‘treat’ any start of care client (client in their first 30 days on platform) where our system had ‘failed’ to fulfill with a composite defect score under 30. We then developed a forward looking metric where we can see if a SOC will have an elevated CDS so we can ‘treat’ them earlier. The HyperCare team is a small team of specialists who are empowered to work outside the ‘system’ with the sole goal of remediation of these defects for clients. We are really excited about the results we have driven over the last 6 months and we have been scaling across the platform in this time. We had rolled this out to a number of franchises and sustained impact and over the last 6 weeks we have built the ongoing team (with some promotions for our team) and all platform territories will be on HyperCare week of 5 January. When your territory becomes active on HyperCare you can expect your platform success partner or RGM to notify you, we will have a meeting to talk your team through the process if you wish and you will start to see updates on HyperCare clients in your partner channels.
To remind you, the results of HyperCare are a reduction in CDS of HyperCare clients of 35% (10% better than non HyperCare) and a 5% improvement in SOC churn compared to markets without HyperCare. We are also able to remediate fulfillment quality defects much faster than when SOCs do not come into HyperCare.
We are excited to embed HyperCare into our operations across the whole platform and to have staffed this team with some of our best operators!
2. “Perfect SOC Experience”/ Lead Care Pro
We shared with you at LINK our algorithm for staffing Starts of Care with quality and consistency. As we shared, in Omaha, where we built this model, we have maintained a platform leading CDS and we have now rolled this model into Phoenix (our market with the most SOCs) over the past 3 months. We are focused on scaling this model rapidly via both operational work (hiring Lead Care Pros in all markets, revising how we staff Starts of Care) and by building this model into our technology to enable this to roll out at scale.
We have made some great progress here - we now have almost 40 Lead Care Pros across the business and are continuing our push to promote our best performers. As Leads come live in each market (after we are able to restaff and hand off their current clients) you will see improvements in SOC immediately and these benefits will compound as we build more of the staffing logic into our system.
As an update on why we know this works, we have had 17 of these Care Pros live for a number of weeks and last week the markets with Lead Care Pro capacity had an average CDS of 25 (compared to the platform wide average of 30) even without full capacity live in the markets yet. We are excited to continue to scale this program!
Another benefit of the Lead Care Pro model is that we are creating career pathways for our best Care Pros - to date we have been reaching out to Care Pros to test interest and selecting via an interview. We would love any nominations you have of Care Pros in your area who you think we should speak with about this promotion opportunity. Please send any nominations through to your RGM or to me via slack.
I will continue to provide updates on our progress on building market leading quality of care through the Care Platform in the coming months - in the meantime, as always, please reach out to me at any time with any feedback. I am excited for 2026 and to continue to build amazing businesses together.
Best wishes for a safe and healthy 2026.
Becca