Conversation with a former Rosemark customer

This is a conversation that I've been having with a CCSC member and former Rosemark customer (1284). Thought it might be instructive for the team to read.

Hi Mary,

Thanks so much for taking the time to give me some feedback on your decision. We are continually striving to make Rosemark better, so your input is invaluable. If I may, I'd like to address some of the points you made so that you can better understand where we are coming from and where we are headed.

Each system, of course, has its strengths and weaknesses. A few of the things you mentioned are things that we plan to add to Rosemark. A number of them Rosemark already does, you just might not be aware of them. For example, you CAN email & text from within Rosemark.

I really believe that much of your frustration with Rosemark comes from not having sufficient training. Rosemark does not work like Outlook because it was designed specifically for the kind of scheduling that happens in Home Care. Therefore, it really requires a bit of training in order to use it effectively. I understand that some people really don't want training, they just want to figure it out on their own. That's where the familiar "Outlook" look & feel have an advantage.

Pretty much all of our competitors have taken this route, which is essentially deriving their look and feel from other applications. Our approach has been to design the tools from the ground up, in conjunction with Home Care professionals, to make it the most efficient and effective for the specific task. We have many hundreds of users who handle their scheduling very efficiently and effectively using Rosemark, including some who have switched to Rosemark from other systems.

There are other ways that Rosemark is substantially different than other systems. The reliability of the software is really unsurpassed, because we have made that a priority from the beginning. I have been told that some of the other online systems have significant outages: Rosemark does not. I'd be happy to describe in more detail why this is so, if you are interested.

Another way that we are different is support. I am confident that you won't find better support with any software company in any industry. We understand that the business and the tools are complicated, so readily-available, patient, unlimited support and training is a vital part of what we do.

Concerning telephony: our telephony is as fully integrated as any. Everyone uses back-end providers, even if they don't admit it. The only difference with us is that you get two bills. If it is being used properly, you never have to do anything about PATTI other than pay your bill. The payroll process happens entirely within Rosemark, but, again, there has to be sufficient knowledge of the process in order to use it effectively.

On the other side, some of the things you mentioned are, indeed, great ideas that we should add. Dragging a shift to change it is a good example. Publishing the Care Plan on a shift basis is also a great idea. Both are on our docket, along with many other enhancements. Something you haven't mentioned, but other agencies have, is the online employment application that eRSP has. We listen to feedback, and will be including that in the next couple of weeks.

Thanks again for your thoughts. I am more than happy to continue the conversation if you choose to. In any case, I truly wish you the best.

Tom

On 10/5/2011 5:44 PM, Mary Nielson wrote:

Hi Tom –

There are a lot of improvements in the newer systems. It’s not so much that Rosemark is hard to learn, it’s just not intuitive. The newer systems use an “Outlook” type UI that is very familiar to most. Ours texts and emails the schedule to the caregiver the night before so there’s no confusion about where or when she’s supposed to be there. We can text message selected caregivers with an open shift right from scheduling so someone can “claim it” right away. No more outbound phone calls. We can email out of the program directly as well. Moving a shift is as simple as click and drag. And we have the option of putting the care plan tasks on the shift, so the caregiver can report complete, incomplete, or incomplete with explanation. The client families can see this info. Telephony is fully integrated – I get my payroll reports directly from the program, along with a very useful Gross Income report. No PATTI or other extra telephony service. And, like Rosemark, we will be able to integrate with QuickBooks.

Scheduling takes us a fraction of the time now. I tore my hair out this summer trying to keep Rosemark up to date with what I’d arranged off line. Now it’s simpler than pie.

You may want to take a look at Generations, ClearCare, eRSP and some others to see what features they have.

Take care,

Mary

From: Tom Voiles [mailto:tvoiles@shoshana.com]

Sent: Tuesday, October 04, 2011 10:32 AM

To: 1284 Loving Care @ Home CCSC

Subject: Rosemark

Dear Mary,

We're sorry that you were not able to learn how to use the very accurate, productive and powerful tools that Rosemark offers. If you have any suggestions about how we could make it easier to learn, I would love to hear from you.

Of course, we would be happy to serve you in the future if what you have chosen does not serve you well.

Best Wishes,

Tom

Hi Tom,

We are discontinuing our agreement with Shoshana Technologies, effective Sept 30. Your service has been impeccable and we have no complaints.

However, there are easier to use scheduling and agency management programs out there and we have selected a new provider.

Many thanks for all you have done.

Mary Nielson
Executive Director