How Draycott Nursing Transformed Their Operations with Access Software

Draycott Nursing is a specialist nursing and care provider based in London, delivering high-quality residential nursing care, respite care, and palliative care. After nearly switching providers, they renewed their partnership with The Access Group for three years and are now exploring additional solutions to enhance their service.

The Challenge

Draycott Nursing had reached a critical decision point with their care management software. After years of using Access People Planner and Access Care Planning, frustrations had mounted to the point where they'd given formal notice to cancel their contract.

The issues were clear. The team felt Access was expensive compared to competitors, and adoption across their multiple solutions was low. Staff found the systems difficult to use, and there was a perception that software improvements were coming too slowly to meet their evolving needs. Draycott was actively exploring other providers. They needed to see real change or they would move elsewhere.

"We were very close to moving to a different provider" explains Oke Azubike, Operations Director at Draycott Nursing.

The Solution

Rather than lose a valued customer, The Access Group took decisive action. They placed Draycott on the Pervasive Premiere Plan, providing elevated Customer Success Manager support through Julie Blackith, who worked closely with the team to turn things around.

The approach was comprehensive. Internal alignment sessions identified specific pain points and adoption gaps, while the Account Manager worked to reposition the value proposition. Together, they built a compelling three-year renewal proposal that addressed Draycott's concerns while adding Flexpoints to support ongoing adoption and drive long-term value.

A structured engagement plan was put in place with monthly meetings and Quarterly Business Reviews to ensure consistent progress. This wasn't about papering over cracks, it was about genuinely understanding where Draycott needed support and implementing practical solutions.

The team developed a tailored training strategy to improve adoption across the organisation and shared the product roadmap with particular focus on AI capabilities and the benefits of the Evo platform demonstrating that innovation was very much alive.

The Results

The turnaround has been remarkable. Not only did Draycott Nursing renew their contract, but they increased their commitment to sign for a three-year deal representing growth rather than the cancellation that had seemed inevitable.

"Quarterly Business Reviews with Julie have been very valuable," says Oke Azubike. "They have helped us identify where we need support as well as put a structured plan in place to access the support."

The relationship has been completely transformed. Where once Draycott was preparing to leave, they're now exploring additional Access solutions including Smart Notes, Family & Funder App, Access CRM, and upgrading to the Premier Success Plan.

"It's worth adding that Draycott was very close to moving to a different provider and I believe that my argument to the Directors to renew our contract with Access has been justified and helped incredibly by the work I have done with Julie to identify the things that haven't worked well with Draycott and the plan we have developed and are currently working through to fix these gaps"

Oke Azubike
Head of Operations and Registered Manager
Draycott Nursing and Care

The structured approach has delivered tangible outcomes: churn has been prevented, the future business for both parties has been protected and grown, the multi-product relationship has been stabilised, and future growth opportunities have been enabled. Most importantly, Draycott has become a positive advocate for Access, demonstrating how the right support can transform a challenging situation into a success story.

The partnership now provides a stable foundation for Draycott Nursing to continue delivering their specialist care services across London, with technology that supports rather than hinders their important work.

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