Empowering Caregivers, Enriching Client Lives: VHA and Compugen Merge a Century of Compassionate Care with Advanced, Streamlined Wireless Solutions.
A Visionary Approach to Home Healthcare
VHA Home HealthCare (VHA), one of Ontario’s largest not-for-profit home health organizations, plays a critical role in the healthcare system by taking some of the strain off hospitals and delivering integrated, in-home client care. With a strong commitment to delivering high-quality, compassionate person-centred care, VHA is on a mission to foster more independence for clients and their families. As VHA approaches its 100-year anniversary in 2025, digital transformation is at the forefront of its strategic plan: Care to Transform.
Addressing Healthcare Challenges with Technology
Amid Ontario’s escalating healthcare challenges, VHA recognized the essential role of technology in facilitating communications and launched a strategic initiative to improve their employees’ technology experiences and, by extension, address issues notably related to resource shortages. VHA determined there were opportunities for greater efficiency in the management of employee devices, indispensable tools for care providers working in the community, to improve the provider experience, which in turn would enhance client care. These improvements could subtly, yet meaningfully, influence the overarching healthcare resource crisis in Ontario.
Alistair Forsyth, VHA’s VP of Digital Health and CIO, noted, “In terms of our employee experience, we’re seeing the effects of the healthcare resource crunch; any time that employees have to spend doing something other than providing healthcare is time wasted, with implications both for client care and for us financially.” This sentiment not only underscores the financial and operational implications but also highlights potential risks associated with compromises in the quality of client care.
The previous manual processes for managing these vital communication devices were not only labor-intensive but also imposed a substantial financial and operational burden on the organization. Employees were required to travel to the main office to receive their phones and tablets. They also needed to come into the office for any repairs and replacements. This would take them away from their clients in the community, sometimes for hours. With such a high demand for healthcare resources today, this process was proving to be too costly to sustain.
Crafting a Worry-Free Wireless Experience
VHA, recognizing the need to alleviate these challenges, envisioned a model that would significantly reduce friction in device management, ensuring a smoother, stress-free experience for their employees. The aim was not merely to retain staff by enhancing their overall technology and job experience, but to also redirect that invaluable time towards client care. Furthermore, it was imperative to ensure that if employees encountered issues or had questions, assistance was just a phone call away, thereby creating a fully managed device lifecycle model that was both efficient and supportive.
The Lifeline of Field Professionals
For VHA’s field professionals, their devices are indispensable, aiding in:
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Scheduling: Accessing daily schedules and appointment locations.
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Appointment Management: Checking in and out of appointments.
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Secure Client Information: Accessing confidential client records critical for care.
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Communications: Receiving company communications and notifications such as schedule changes.
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Clinical Documentation: Recording clinical documentation on tablets.
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Safety and Assurance: Reliable communication and support, ensuring the safety of nurses in the field and a level of professional representation with VHA-branded phone cases.
Choosing a Strategic Partner: Compugen Inc. + Valet Wireless
VHA sought partners who could ensure reliability and simplicity in device management. VHA also needed to better manage its mobile device fleet and associated costs. This would ensure they were sourcing and providing the right number of phones and tablets, optimizing phone plans, and consistently reclaiming devices when an employee leaves
After issuing an RFP for a mobility provider, VHA selected Canada’s largest privately owned Technology Ally, Compugen Inc., in partnership with Valet Wireless which is part of the Compugen Group of Companies. These partners were chosen for their comprehensive, white-glove device management service — a rare combination in the telecommunications industry.
Compugen’s expertise and human-centric approach resonated with VHA’s needs, providing not just a service, but an alliance attuned to the unique challenges faced by healthcare professionals in the field. Together with Valet’s commitment to eliminating administrative hassles and ensuring asset management and cost predictability, they emerged as a natural choice for VHA.
Alistair Forsyth reflected on the selection, noting, “Especially in the mobility world, this service is unique and a big differentiator. With previous solutions we had tried, even providers that offered device management weren’t fully white-glove and a lot of the administration was still left on VHA’s plate, which was a big challenge.”
Fostering a Meaningful Partnership
The inception of the partnership between VHA and Compugen was deeply rooted in a human-first, technology secondary philosophy.
“Collaboration is fundamental to who we are at Compugen. We deeply believe that to be our client’s ally, the relationship begins with listening, building, and discovering how we can best support them in their technology journey. Valet shares this philosophy with us and VHA, as caregivers, they’re also a great partnering organization, made this a truly collaborative, supportive experience,” said Nabeel Ahmed, Compugen Partner Experience Leader.
After working to understand’s VHA’s goals, needs, and unique technology journey, Compugen devised an end-to-end solution encompassing Mobile Device Management (MDM) design, project-managed device delivery, 24/7 help desk, repair services, next-day device replacement, and telecom expense management (TEM), all with 5G service through Rogers to ensure steadfast connections in the field.
Compugen’s multifaceted wireless solution enabled VHA to focus on their core mission: championing the needs of their clients and families and delivering high-quality, compassionate care. By making technology easily accessible even for nontechnical staff, VHA’s field professionals found themselves more empowered and supported in their roles than ever before.
The partnership, initiated in December 2022, began with a help desk and support service, significantly lessening the administrative load on VHA’s 40-person IT team. The manual nature of VHA’s initial device management process, which took a significant amount of time out of an employee’s day, was transformed, increasing VHA’s turnaround time for phones by 70%. This meant employees had their working phones back swiftly, without diverting time from client care. VHA upskilled the IT team members previously focused on device management into valuable areas including network security and infrastructure, as well as advanced application support.
Another important aspect of the new, fully managed device lifecycle included a new process to reclaim phones when employees departed VHA, which had been a financially impactful challenge in the past. Compugen collaborated with Valet Wireless and VHA to establish a system that effectively tracks and manages device returns, imposing penalties when necessary for unreturned phones.
Ensuring the security of client medical records and confidential information, in the field was of paramount importance. VHA consulted Compugen’s security team to adhere to all requisite security policies and regulations, safeguarding the privacy of both clients and healthcare providers.
The team initiated the phone migration process in January 2023, transitioning employees from old devices to new ones. This process successfully concluded in June.
Prioritizing People Over Technology
Compugen’s human-centered, technology-enabled approach to delivery provided employees with various options for receiving new devices, offering flexibility and saving time. Together with Valet, they designed a hands-on rollout that made device delivery and pickup effortless for VHA employees. Compugen and Valet team members delivered devices during pre-scheduled VHA team meetings, eliminating the need for additional employee tasks or travel. They also facilitated meetups in the community and at central locations, prioritizing ease and accessibility for the field professionals. Valet then ensured that employees were well-prepared with a temporary password, and devices were simple to navigate, already set up with user profiles, email accounts, and critical security.
VHA and Compugen also collaborated to devise innovative strategies to involve employees throughout the process. One notable initiative was an employee contest to design new branded phone cases. The winning design, chosen through employee voting, was crafted by a Ukrainian refugee who was part of Valet Wireless’ graphic design team. These new cases not only shield the phones from potential damage during fieldwork but also reassure clients, signifying that their care provider is utilizing a company-sanctioned phone for professional purposes.
Outcome: A Triumph in Digital Transformation
The collaboration between VHA and Compugen has resulted in time savings for employees, increased device recovery rates, reduced the mobile fleet size, and decreased overall spending. This transformation not only simplified jobs but also enhanced overall provider and client experiences.
This partnership is a testament to Compugen’s commitment to making device management smarter and simpler. By shouldering the complexities of VHA’s wireless needs, Compugen ensured that VHA could navigate this key aspect of their digital transformation with ease and precision, turning potential challenges into streamlined solutions and ensuring that the wireless ecosystem became a tool of empowerment rather than a source of frustration.
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