A FirstCare Premiere at the 17th User Group!

Posted by FirstCare on 02/11/18 17:22
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October 18th saw the second of 2018’s FirstCare User Group events, where we invite clients to a notable venue to share service updates, industry insights and networking opportunities.

We were hosted by Altitude London, which besides offering breath-taking views of the city from its 29th floor event space, boasts a fully functional cinema – ideal for showcasing our new systems, and a great exx$cuse for a ‘movie premiere’ theme!
'Walk of Fame' stars, showcasing the headline features of the new MyFirstCare system


MyFirstCare: The Sequel

With the event firmly focused on FirstCare and showcasing our investments into service enhancement, clients were treated to the first ever live demo of the new MyFirstCare system; now in its final stages of development.

FirstCare User Group new system demo
The live premiere of the new MyFirstCare interface at Millbank Media Centre, Altitude London


The intuitive interface was demonstrated, which can be accessed as easily via mobile devices as it can from a desktop. Guests were guided through its massive range of benefits – including time-saving integration with our new phone system and multiple configuration possibilities – and we asked for their feedback on preferences for various facets of the system when it goes live in 2019.

FirstCare users discuss and feedback on the new system's multiple configuration options


Absence trend analysis

Among FirstCare’s many benefits for business is the power of its data for planning, talent management and wellbeing decisions. We’ve recorded more than 16,500,000 days’ absence data, and before each User Group we crunch the numbers to offer insight with practical benefits.

FirstCare User Group absence trend analysis presentation
Our analysis reveals that long-term sickness can be reduced by 29% through early intervention


Here are some of the highlights from this year’s analysis:

  • A return to work interview compliance rate of more than 70% can reduce absence by 22%.
  • The duration of long-term sickness can be reduced by 12% if the intervention point is under 20 days.
  • While seasonal absence trends are to be expected, there is a proportional correlation between low temperatures and rates of absence.
  • Mental health absence follows seasonal trends, with prominent spikes in September and January.

Clinical update

Mental health featured prominently in the nursing team update, with clients being signposted to the latest leading industry publications on mental health in the workplace:

FirstCare User Group nurse team update presentation
The nurse team update looked at stats surrounding mental health in the workplace


There was a review of recent and upcoming updates to the service; tailored to greater responsiveness and enhanced absence data in future reporting.

We also proudly shared the news that two members of the FirstCare nursing team; Nurse Advisor Jane Johnson and Team Manager Jen Curtis had been shortlisted for the UK Contact Centre Forum Awards, to be decided on 2nd November.


Ask the Experts over lunch

For lunch, guests were invited to Altitude's 29th floor event space, with 360 degree views of the London skyline, overlooking the Thames.

The view of Westminster from Altitude 360 at the FirstCare User Group
One of the spectacular views from Altitude London, overlooking Westminster

The lunchtime Ask the Experts forum gave FirstCare users the opportunity to discuss any aspect of the service, face to face with members of our management team.

FirstCare User Group Ask the Experts forum
Operations Director, Jon Candlish; General Manager, John Coyne and Clinical Governance Officer, Suzanne Marshall were on hand to answer user queries.


The FirstCare Awards

The FirstCare Awards 2018


Over the past 14 years, the FirstCare service has recorded some incredible 'milestone' statistics that we were keen to share with clients. These included:

  • 5,632,815 lifetime logins to the MyFirstCare portal
  • 15,553 lifetime Staff in Post (SIP) files
  • 9,176,450 lifetime calls handled
  • 14,027,142 lifetime email notifications
FirstCare User Group Awards presentation
It's all eyes on screen, as the FirstCare Awards are announced


In order for our service to achieve its full potential requires time and effort from users too; something that we acknowledged with FirstCare Awards across the following categories:

  • Most logins to the MyFirstCare portal: the winner in this category had logged in more than 12,800 times
  • The best performing Staff In Post (SIP) file: the winner in this category had an exception rate of just 1.25%
  • The Lifetime Achievement Award for use of FirstCare: the winner in this category had totalled 5,142 MyFirstCare logins, 4,277 days as a FirstCare customer, and 100% attendance at FirstCare User Groups


The Co-op’s Wellbeing Journey

With so much focus on FirstCare's ever-growing capabilities, it was great to hear how a new client is putting our service to good use.

Paul Caudwell, Health & Wellbeing Manager for the Co-op described how the Group's decided to use FirstCare for the powerful data it could provide to inform the best use of budget for wellbeing provision, and greater consistency in absence procedures over a large organisation with many diverse branches.

FirstCare User Group Co-op Wellbeing Journey presentation
Paul Caudwell discusses the Co-op's wellbeing road map for 2018

The User Group will return…

With FirstCare celebrating its 15th anniversary in 2019, the burning question is, how do we follow this User Group? Watch this space for updates in the new year!

In the meantime, see the gallery below for more photos of the FirstCare User Group, October 2018.

Topics: Blogs, User Group