Mastering Digital Governance in Care

Martin Lowthian, CCAF-accredited consultant at The Access Group, opened the session by framing digital governance as a solution to long-standing friction in care administration. With over 30 years of experience in health and social care, Martin Lowthian mentioned how technology has evolved from heavy, clunky systems to smart, intuitive platforms that empower providers to deliver better outcomes.

The webinar focused on three core areas which we will discuss in detail below:

• Quality management and assurance
• Reducing operational friction
• Driving a culture of outcomes-focused care

Hollie Eustace, Engagement and Improvement Lead from Embrace Care, highlighted the unique challenge of managing services regulated by both CQC and Ofsted. With homes spread across different regions and serving both children and adults, Embrace Care needed a governance system that aligned with both regulatory frameworks, without duplicating effort.

‘It’s very easy to roll out a load of Excel spreadsheets,’ Hollie noted, ‘but you end up with multiple versions, confusion, and mistakes.’

Instead, Embrace Care adopted a digital compliance system that centralises oversight, streamlines audits, and ensures consistency across services. Their phased rollout included:

• A nine-day face-to-face induction for new staff
• Competency assessments and probation check-ins
• Monthly therapeutic reflections with teams
• Values-based recruitment and development

This holistic approach ensures that quality isn’t just a tick-box exercise, but embedded in the home’s culture.

Paul Haddock, Audit and Assurance Officer from Royal Star & Garter echoed similar challenges. Serving veterans across three homes, the organisation struggled with fragmented data, manual audits, and time-consuming reporting.

‘We had folders and folders on our computer drive,’ Paul explained. ‘It became very difficult to manage.’

By adopting Access Care Compliance, they’ve significantly reduced the time spent on audits, cutting some processes from two hours to just one. The system allows for:

• Centralised access to data across all homes
• Easier reporting to governors and regulators
• A smoother onboarding experience for staff

Both Hollie Eustace and Paul Haddock underlined the importance of phased implementation and personalised training, including one-on-one sessions and how-to guides in order to build confidence among staff.

While still early in their AI journey, both organisations see potential in using artificial intelligence to help detect trends and patterns in certain incidents, flag safeguarding risks proactively, and support multilingual access for their teams.

Martin Lowthian then demonstrated how AI tools like Copilot can even respond to queries in different languages — an essential feature, given that 17–19% of the workforce may not speak English as a first language.

However, the panellists cautioned against over-reliance on AI. As Paul Haddock emphasised that ‘AI is great for tweaks, but we still need that human approach. You can’t let the computer write the care plan.’
Instead, AI should be seen as a supportive tool, not a replacement for professional judgment and person-centred care.

Embedding a quality culture goes beyond digital systems. It’s about values, leadership, and continuous improvement.

At Embrace Care, Hollie Eustace described a robust feedback loop that tracks not just what was done, but why and what impact it had. Staff complete learning logs after training to reflect on how it improves their practice and outcomes for those they support.

Paul Haddock highlighted engagement and listening from staff meetings to monthly family forums. By consolidating feedback and evidence into one system, Royal Star & Garter ensures that everyone, from residents to regulators, can see the impact of their work.

Whether you're just starting your digital journey or refining your systems, here are some actionable insights from our webinar:

• Start with values – Recruit and train based on shared values to build a resilient, quality-focused team.
• Digitise strategically – Avoid duplication and confusion by aligning systems with all relevant regulations.
• Train with empathy – Offer one-on-one support and user-friendly guides to ease the transition.
• Use AI wisely – Let AI assist with trends and insights but keep human judgment at the core.
• Listen and reflect – Build feedback loops that drive real improvement and keep outcomes central.

The journey of our customer, Premier Community, with Access Evo for Care showcases how the right digital tools can drive scalable, person-centred care. By integrating solutions like Access Care Compliance, Access Care Planning, and Care Rostering (formerly People Planner), the organisation grew from 30 to 400 carers while saving £40,000 in operational costs for every additional 500 hours of care delivered. The platform enabled real-time care updates, streamlined audits, improved staff retention, and empowered managers with data-driven insights, contributing to safer, more responsive care and sustainable growth.

The webinar closed with a poll revealing that 40% of attendees already use a digital compliance solution, while others still rely on manual methods. With time savings, improved oversight, and better evidence for regulators, the case for digital governance is stronger than ever.

One such solution is Access Care Compliance, a tool designed to support care homes in managing quality, safety, and regulatory requirements. It enables providers to centralise audits, track actions, and evidence compliance — all under a single platform. With features like real-time dashboards, digital action plans, and mobile-friendly access, it empowers care teams to stay on top of governance while freeing up time to focus on building strong connections with the people they support.

If you are looking to reduce paperwork, improve oversight, or prepare confidently for inspections, Access Care Compliance offers a flexible, intuitive platform to help you get there.

Ready to take the next step in your digital journey? The Access Group is here to support you with tools, training, and expert guidance tailored to your organisation’s needs.