🚀 CASE STUDY
Muzaana Care Services is a community-based provider in England delivering around 1,500 hours of support every month. With a team of 13 carers, they specialise in person-centred care that prioritises dignity, respect, and compassion. Guided by strong values – from hospitality and honesty to excellence and inclusion – Muzaana works to ensure every client feels safe, supported, and empowered to live well at home.
Bringing everything together in one place
Muzaana Care Services had already taken steps to modernise their care delivery. With PASS home care software in place for digital care planning and eMAR, their frontline teams were capturing accurate notes, reducing medication errors, and keeping vital records safe.
But behind the scenes, things were more complicated. Rostering sat on a separate third-party system. Finance was handled elsewhere. Staff were entering the same information more than once, and managers had to piece together reports from different platforms. The result was duplication, gaps in oversight, and extra admin at every turn.
“We wanted to bring care, rostering, and reporting into one platform,” explains Paulina Lubega, Registered Nurse and Director at Muzaana Care Services. “It was about saving time, but also about working with confidence.”
Making the switch
In April 2025, Muzaana upgraded to PASS’s all-in-one package. The move was straightforward. Muzaana followed a phased plan and went live in just four weeks. They migrated key data, ran the old and new systems side by side for a week, and then switched fully with onsite support.
Staff quickly found their feet. Within the first week, most carers felt comfortable using the app day-to-day. For managers, the relief was instant: everything finally connected in one system.
The difference it made
By bringing digital care rostering, finance, reporting, and compliance into PASS, the duplication disappeared. Schedules linked directly to care plans. Notes and alerts were visible in real time. Finance workflows started to flow naturally from rotas and visit data.
Instead of juggling separate platforms, managers could spend their time where it mattered: supporting staff and focusing on care. Audits that once took hours became quicker. Visits were easier to track. Travel and admin time dropped noticeably.
Staff noticed the difference too. The app was intuitive and reliable, helping them spend less time worrying about paperwork and more time with clients.
Stronger compliance
PASS also gave Muzaana confidence in inspections. Before making the switch, their overall CQC rating was “Good,” though “Well-led” had been rated “Requires Improvement.”
Since going all-in with PASS, that has jumped up to ‘Good’, with digital audit trails and real-time prompts strengthening evidence across Safe, Effective, and Well-led.
Looking forward
Muzaana are already seeing the benefits of having care, rostering, finance, and reporting in one platform. Next on their roadmap is making use of features like GP Connect and electronic call monitoring, further extending the reach of PASS in their service.
The verdict?
“We would recommend PASS. It has improved safety, efficiency, and the evidence we need for inspections.” Said Paulina.
For Muzaana, PASS isn’t just software. It’s a way of working that keeps their values of compassion, respect, and excellence at the centre of everything they do.
“We would recommend PASS. It has improved safety, efficiency, and the evidence we need for inspections.”
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