Care Agency Analytics: The Unique Data Challenges of Domiciliary and Supported Living Providers. Article 8 of 12

Care Home Analytics Series — Part 8 of 12

Care agency analytics is the application of live data monitoring and Power BI reporting to the specific operational demands of domiciliary care agencies and supported living providers. Unlike residential care homes — where all residents, staff, and data are in one location — domiciliary and supported living services operate across dispersed locations, with care workers moving between multiple service users throughout each shift.

This dispersion makes CQC compliance significantly harder to evidence. An inspector visiting a domiciliary agency’s registered office cannot walk a corridor and observe care being delivered — they must rely on data to assess whether visits were completed on time, whether care workers arrived when expected, and whether care plans were followed. Care agency analytics provides that data in a structured, evidenced format.

What Care Agency Analytics Tracks

A comprehensive care agency analytics dashboard covers five areas critical to CQC compliance. Visit compliance — the percentage of visits completed on time, defined as within a specified window of the scheduled time (most commissioners use a 15-minute tolerance window). Visit duration compliance — whether care workers are spending the contracted time with each service user. Staff deployment — which care workers are covering which service users, and whether consistent care worker allocation is being maintained. Complaint and safeguarding tracking — every concern formally logged, assigned, and resolved. Outcome monitoring — for supported living providers, tracking whether residents are achieving their personal goals.

Electronic Call Monitoring and Care Agency Analytics

Electronic call monitoring (ECM) is the foundation of care agency analytics. ECM systems — including TotalMobile, Birdie, Pass, and Access Group’s care software — generate a rich dataset for every visit. Power BI connects to this data and aggregates it into an operational dashboard.

For CQC-registered domiciliary providers, ECM-connected analytics provides the answer to one of the most important inspection questions: ‘How do you know that care is being delivered as planned, consistently and safely, across all your service users?’ Visit our care home analytics and Power BI pages. See CQC guidance on domiciliary care.

Care Agency Analytics for Local Authority Commissioners

Many domiciliary care agencies hold contracts with local authority commissioners who require regular performance reporting. Power BI care agency analytics produces these commissioner reports automatically — eliminating the manual extraction that typically takes care managers several days each month.

Frequently Asked Questions

What is care agency analytics?

Care agency analytics is the use of Power BI dashboards to monitor visit compliance, staff deployment, care worker performance, and quality metrics across domiciliary and supported living services. It connects to electronic call monitoring systems to provide real-time operational insight across dispersed service delivery.

How does care agency analytics help with CQC compliance?

CQC inspectors cannot observe domiciliary care directly — they rely on data to assess whether visits are completed on time, care plans are followed, and oversight is systematic. Care agency analytics provides this evidence in a structured, real-time format that demonstrates active governance.

Which electronic call monitoring systems does Power BI connect to?

Quematics connects Power BI to TotalMobile, Birdie, Pass, CarePlanner, and Access Group care software, among others. A data audit at project start confirms the most effective integration approach for your specific platform.

Can care agency analytics produce commissioner reports automatically?

Yes. A well-built care agency analytics dashboard can generate local authority commissioner performance reports automatically — visit completion rates, missed visits, complaint resolution, and staff metrics — eliminating the manual extraction that typically takes managers several days each month.

What is the CQC’s expectation for visit compliance in domiciliary care?

The CQC expects domiciliary care providers to have systems in place to ensure visits are completed on time and to the required duration. Most commissioners define compliance as visits commencing within 15 minutes of the scheduled time. Care agency analytics tracks this metric for every visit, every care worker, and every service user.