How Right at Home Uses Data to Help Franchisees Succeed

Right at Home, one of the nation’s leading providers of home care for seniors and adults with disabilities, is no stranger to the power of data. By investing in the right technology over the years, Right at Home has been able to improve the lives of its owners, caregivers and clients alike. In 2019, the company rolled out a proprietary platform called RightFocus, a central place where owners can obtain data on their business performance to help make future decisions. 

Now, as the COVID-19 pandemic and a growing senior population creates a stronger demand for quality, in-home senior care, prospective franchisees have the opportunity to tap into Right at Home’s data-driven business model to provide an in-demand and essential service.

How RightFocus Positions Franchisees for Success

All Right at Home franchisees have access to the RightFocus platform. The RightFocus dashboard visually depicts all components of the Right at Home business model so franchisees can see how to scale their business properly and optimize operations. The system uses data and key benchmarks to identify areas of opportunity, adaptable business practices, timely strategies and resources needed to succeed. 

“We know first-time business owners are wearing a lot of hats, so when they start to scale their business, it can be difficult to know what you are doing right and what you are doing wrong,” said Right at Home COO Margaret Haynes. “With RightFocus, franchisees can evaluate certain areas of the business model and adapt as necessary. It is really a way to help our franchisees focus on what is most important based on their unique market. Our goal is to help them build sustainable, profitable businesses, and with our ongoing data platform, we can implement current and ongoing strategies to help them scale.” 

How RightFocus Tracks Key Performance Indicators (KPIs)

With RightFocus, each franchisee has access to ten distinct KPIs within four main business components: supply and demand, quality, operations and market. 

The supply and demand component includes three KPIs: how many caregivers’ applications are needed per week to support the operation’s client base, how many hours are given to the caregiver and how many customers are coming in. “In our industry, owners constantly need to be hiring caregivers because they are the ones who provide the service to clients,” said Haynes. “Franchisees need to be aware of the optimal caregiver-to-client ratio and use those insights to continue growing the client base.” 

The “quality” component includes KPIs centered around caregiver satisfaction and client satisfaction. This provides valuable feedback and is a prime example of how the RightFocus system can be used to not only enhance the business, but also the overall experience for both staff and clients. 

The operations business component evaluates four KPIs, including variable expenses, growth margins, fixed expenses and financial health. When it comes to the market category, the primary KPI outlines how well franchisees are bringing their services to their particular territory and how involved they are with their community through the use of demographic evaluations. 

“RightFocus provides a dashboard where owners can quickly see a visualization of these ten KPIs and their business model,” said Haynes. “In all four business segments, the data allows franchisees to react quickly, adapt and identify opportunities to enhance their operations within their local communities. No one in the caregiving space is offering this kind of comprehensive tool — it is a major differentiator that makes it easy for business owners to keep their finger on the pulse and continue growing.” 

The Right at Home corporate team also has access to the system wide data, which allows the brand to take a holistic view of the health of the system, as well as hone in on particular regions or states and create a plan for growth. Right at Home’s business coaches can also utilize the data to help train and support franchisees. By ensuring all parties have access to the same transparent data point, the corporate team, coaches and business owners can ensure their strategies and decisions are working together toward a common goal.

Why Data Is More Important Than Ever

This year, more people need care than ever before, but many families no longer feel safe sending their loved ones to assisted living facilities. That means more people are turning to Right at Home. The COVID-19 pandemic forced Right at Home to quickly boost communications, update virtual training resources and ensure its software and equipment could meet increased demands. 

“With the COVID-19 pandemic, it has never been more important to provide franchisees with the ability to see what is going on with their business and use those data-driven insights to ensure clients and caregivers feel satisfied, comfortable and safe,” said Haynes. “In addition, the KPIs ensure franchisees can adapt to the rapidly changing environment and continue appealing to the growing pool of potential clients. The RightFocus platform has proved to be a valuable tool in educating business owners and providing best practices during this unprecedented year.” 

Looking ahead, Right at Home will continue to look at new ways to harness technology and accurate data to improve operations and better connect its network.

“As the senior care, home care and healthcare industries continue to evolve, we know data is going to be essential,” said Haynes. “The RightFocus dashboard has been very well received over the past two years, and we look forward to further enhancing the franchisee, caregiver and client experience while growing the Right at Home brand throughout the country.”

For more information on franchising with Right at Home, visit: https://rightathomefranchise.com/.