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Shangri-La Residential Home case study

A customisable solution to enable truly person-centred care provision


The Shangri-La Residential Home on the South Coast of England offers accommodation and personal care for up to 25 older people, some of whom live with dementia. Having made the decision to make the transition from paper-based care records to a digital system, they were seeking a solution that would improve efficiency, reduce risk and improve their quality of care.


Functionality: Having reviewed multiple digital care solutions, it was the functionality of PASS that appealed to Shangri-La. Moreover, the level of customisation available was a significant step up from the tick-box nature of the other systems they saw.

Person-centred: The ability to create individual tasks aligned with personalised care plans and outcomes, all of which are tracked and reported against.

Reduced risk: A configurable Alerts function that supports a more responsive service, the delivery of safer care, and better monitoring via a simple to use dashboard.

Efficiency: Streamlined operational procedures, allowing more time for caring and requiring less time spent on administration.

The impact

PASS has been providing Shangri-La with many benefits since 2016 including:

  • Greatly improved accuracy, with more comprehensive care notes, and reduced errors from poor spelling and poor handwriting
  • Routine generation of evidence for CQC inspections, for example automatic prompts to enter care notes on the completion of every care activity, even if there has been no change since last time
  • The option to deactivate/ reactivate service users, providing continuity of care for respite residents.

PASS has even contributed to attracting new customers, with one family choosing Shangri-La for their loved one due to the availability of the openPASS portal that provides a shared and GDPR-compliant view of the care that is delivered.

With the extra time that has been freed up by using PASS we spend more time with the residents. We get to do a lot more things with them like taking them out more, longer activities and involving them more with everything we do

Paula Key, Care Home Manager, Shangri-La Residential Home

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