Customer Advisory Board Insights: Care Industry Challenges

Customer Advisory Board Insights: Addressing Care Industry Challenges

Last week, we hosted our Care Customer Advisory Board where we honed into the details that the sector is facing. The care industry is experiencing unprecedented financial pressure due to rising National Minimum Wage (NMW) and National Insurance (NI) contributions coming up in April. With a projected £2.2 billion impact on social care, local authorities and care providers alike are struggling to sustain operations.

The average expected rise in costs as of this coming April is 9.3%, and while some councils are reviewing contracts, these average around 2.5%-3%, which will lead some care businesses forced to closure. This will have an even bigger burden on an NHS that is already at the brink of collapse.

The sector is responding with difficult decisions: shortened care visits, reduced staff, halted investments, and contract refusals.

Social Care Residential Care Homecare

3 minutes

by Natalia Piaggio

Customer Success Director

Posted 10/02/2025

Challenges Our Clients Are Facing

Our clients are navigating a range of pressing challenges, including:

Financial Pressures: Increased costs due to wage and tax hikes, with limited funding from local authorities.
Staffing Shortages: High turnover and difficulties in recruitment due to budget constraints.
Operational Inefficiencies: The need to optimise care delivery while managing resources effectively.
Regulatory Compliance: Adapting to evolving regulations and maintaining quality care standards.
Technological Gaps: The need for digital transformation to enhance efficiency and service quality.

Why The Access Group is the Best-Positioned Partner

At The Access Group, we understand that care providers need more than just support; they need strategic, innovative solutions to survive and thrive. By addressing the entire care continuum—where we work with care providers across the whole spectrum, the NHS, and Local Authorities to assist them on all aspects from workforce management to driving operational efficiencies—we are committed to empowering care businesses to meet these challenges head-on.

Innovations to Support the Care Industry

We are introducing cutting-edge enhancements designed to streamline operations, optimise resources, and improve care delivery:

Advanced Care Rostering: Enhanced scheduling tools to maximize efficiency.
Messenger Services: Real-time communication to improve team collaboration.
Evo’s AI-Powered Assistance: Automating repetitive tasks to free up time for frontline care.
Employee Mobile App Enhancements: Improved experience for carers on the move.
Automation & Templating: Simplified workflows launching in Q4 2025.
Access Analytics: Actionable insights to drive smarter business decisions.
Improved Payment Interfaces: Easier invoicing and payments with PayHere integration.
Technology Enabled Care: Leveraging digital tools and automation to enhance care delivery, improve patient outcomes, and streamline operational efficiency.
Customer Advisory Board Meetings: A platform for care providers to share challenges and shape solutions together.

A Future-Focused Approach

We are not just responding to today’s challenges—we are actively shaping the future of care through:

Continuous product innovation to drive efficiencies and revenue growth.
Collaborative industry partnerships to advocate for sustainable care funding.
Customer success initiatives to ensure long-term resilience for care providers.

Conclusion

With mounting financial pressures threatening service delivery, care providers need a trusted partner that offers real solutions. The Access Group is that partner—committed to innovation, efficiency, and sustainability across the care continuum. By leveraging our technology and expertise, care providers can navigate today’s challenges and build a more resilient future.

Natalia is a dynamic leader in Customer Success, specialising in setting strategic visions, building and scaling teams, and driving exceptional customer relationships through focusing on value realisation.

With expertise in SaaS, she excels in executive relationship-building and cross-functional alignment. A thought leader with a patent in Experience Management, Natalia is also a dedicated mentor and trustee, balancing her professional achievements with a passion for sports and community involvement.