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How ACH Streamlines Care Delivery for 2000+ users with Dom Portal
The Client: Age Concern Hampshire (ACH)
Age Concern Hampshire (ACH) is a leading independent charity that has supported older people across the region since 1985. To manage a diverse portfolio - including specialized Care & Wellbeing centres, Foot Care, Help at Home and various other community services - ACH required a bespoke digital backbone that could scale alongside their mission while maintaining strict fiscal responsibility.
The Challenge: The Burden of Hybrid Systems
Prior to the launch of Dom Portal ACH’s operational data was fragmented across Charitylog and extensive manual paper records. This hybrid approach created critical bottlenecks:
Information Silos: Data was locked in physical folders, preventing a holistic view of the service user.
Administrative Drift: Teams spent significant time on paperwork, detracting from the time available for direct care.
Complex Service Delivery: Managing a vast footprint - 200 daily Care & Wellbeing clients across four centres, alongside 2,000 footcare clients across 70 clinics in 18 locations - required a unified system to ensure consistent quality of care.
Essentially, ACH was paying for a system that created more work, not less. The move to Dom Portal was a strategic pivot to eliminate these redundant costs, replacing a high-maintenance, low-utility ecosystem with a consolidated, purpose-built platform that offers a significantly higher Return on Investment (ROI)
The Solution
DomPortal partnered with ACH to build and deploy "Inform" - a bespoke, state-of-the-art solution designed to replace legacy systems and paper trails with one unified, "care-first" digital ecosystem.
A Rapid, Multi-Phase Rollout
Phase 1: Care, Wellbeing & Financial Foundation: Launched across all four Care & Wellbeing Centres. This phase digitized care planning for the 200 daily service users and implemented a high-performance Financial Module (enabling Xero-ready billing exports).
Phase 2: Proactive Communication: Introduced timely email reminders for clients.
Phase 3: Scaling Community Services: The platform was expanded to manage the expansive Foot Care network and Help at Home services.
Empowering a Diverse Workforce
We tailored "Inform" to support 150 staff, carers, drivers, practitioners, and volunteers across all services. Whether a practitioner is visiting one of the 70 footcare clinics or a carer is supporting a home visit, the system provides a simplified, mobile-friendly interface to update notes and log service delivery in real-time.
The Impact: Measurable Performance & Efficiency
The transition to Inform has revolutionized ACH’s operations:
Unified Field Operations: With 150 users across the county, "Inform" acts as a "single source of truth." Practitioners at clinics and care staff at centres now share real-time updates, eliminating the need for manual follow-ups.
Enhanced Time for Care: By replacing paper folders with digital planning for all 200+ daily attendees, staff can focus fully on enhancing day services.
Financial Velocity & Accuracy: The automated Xero-ready financial exports and improved payment follow-up process have optimized revenue management across the charity's entire service portfolio.
Agile Evolution: Our Agile approach ensures that "Inform" is never static. Regular sprint cycles allow us to refine features based on real-world usage from both the office teams and the frontline workforce.
The Roadmap: Future Expansion
The digital transformation journey is ongoing. DomPortal and ACH continue to use their established Agile framework to onboard:
Information Hub, Signposting & Community Information Service
Hospital to Home Support
Summary
The success of Inform proves that digital transformation is most powerful when it manages complexity at scale. By choosing DomPortal, Age Concern Hampshire has future-proofed its operations, ensuring they can support their 150-strong team and thousands of clients with efficiency, transparency, and compassion.
Customer Testimonial
"We are delighted to launch this new system, which we believe will revolutionise the way we deliver care. This technology allows us to build stronger relationships with families, improve communication, and ensure that each individual—from our footcare clinic attendees to our centre users—receives the best possible care. This investment represents a significant milestone in our commitment to delivering the highest quality, person-centred care."
- Hannah Park | Head of Operations | Age Concern Hampshire
"Age Concern Hampshire is delighted to have partnered with Dom Portal in developing our bespoke Customer Relationship Management (CRM) system. Their expertise, dedication, and consistent support have been invaluable throughout the entire process. From the initial consultation to implementation, the Dom Portal team has been highly responsive and attentive, ensuring our unique needs were met at every stage.
Since adopting the system, we have seen benefits across the organisation such as reduced administrative time, improved reporting accuracy, and more efficient coordination of services. The information it provides gives us greater insight, allowing teams across different locations to work together more effectively."
- Una Davies | Head of Commercial | Age Concern Hampshire