Client Result
Driving Digital Adoption to Achieve Compliance and Workforce Readiness
From initial risk to achieving full compliance
Client Result
From initial risk to achieving full compliance
The organization was behind schedule, under pressure, and still reliant on manual, paper-based workflows. West Monroe moved quickly—diagnosing key gaps and replanning the timeline to meet the state-mandated EVV go-live. We designed system workflows, led data migration and testing, and ensured readiness across 11 locations and central operations. But this wasn’t just a technology implementation; it was a complete shift in how the market operated. Together, we established a clear, achievable path forward that protected service delivery, ensured regulatory compliance, and gave the organization the confidence to go live without disruption.
Transitioning from paper required more than new systems—it demanded deep change management. West Monroe co-created a rollout strategy with branch leaders, combining in-person and remote training, field-ready communications, and on-demand support. Behind the scenes, we automated timekeeping, shift offers, and visit confirmations—saving staff critical hours each week. Our healthcare and tech experts worked together with the client to guide the change, aligning field, operations, and IT teams around a shared goal: go live with confidence, accuracy, and zero disruption to care.
The provider launched on time, fully compliant, and without service disruption. 99.6% of visits were confirmed in the first week—ensuring caregivers were paid promptly. EVV compliance hit 72% at launch and improved week over week. Field adoption exceeded expectations: 95% of caregivers downloaded the app and began using digital workflows, many for the first time. Readiness and adoption scores averaged 4 out of 5 or higher. With key manual processes now automated, staff reclaimed valuable time each week. The organization is now equipped with a scalable system—and a workforce ready for what’s next.
A $2 billion-plus home care provider was preparing to transition one of their markets—which had significant paper-based operations—onto a new EMR under a tight regulatory deadline. With just two months remaining, the rollout was at risk of missing the deadline, which would put their state compliance and caregiver pay at risk.
The provider turned to West Monroe to stabilize the project and lead them through the transition. Together, we replanned the implementation, led data migration across 11 offices, and executed a change management strategy that moved more than 2,000 employees from paper-based processes to digital workflows. Despite the tight timeline and a low digital readiness, the results made an impact: 95% mobile app adoption, more than 1,800 caregivers onboarded in the first week, and 99.6% of visits reviewed on time—ensuring timely caregiver pay and full compliance on Day 1.
download rate of the mobile app across 1,800+ caregivers
EVV compliance at launch with week-over-week improvements
of visits confirmed in first week to ensure timely caregiver pay
