AxisCare follows a structured and supportive implementation process designed to ensure a smooth transition and onboarding for home care agencies. The process is guided by a dedicated onboarding team and tailored to meet each agency's size, service model, and technical preparedness.
Implementation Steps:
Initial Consultation and Planning: A discovery meeting is held to understand the agency's needs, goals, and existing workflows. This includes defining timelines, assigning key stakeholders, and aligning expectations.
System Configuration: The software is configured to align with the agency’s services, such as scheduling, billing, caregiver management, and compliance settings.
Data Migration: If applicable, AxisCare supports importing client, caregiver, and scheduling data from prior systems or spreadsheets.
Training and Onboarding: Agencies receive hands-on training from AxisCare trainers. Training may include live webinars, personalized sessions, and self-service resources like videos and manuals.
Testing and Soft Launch: Users test the system in a controlled environment to identify and resolve any issues before full deployment.
Go-Live and Post-Go-Live Support: The system goes live, and AxisCare provides continued support to ensure success during the transition period.
Ongoing Optimization: Follow-up meetings and check-ins may occur to ensure that the system continues to meet business needs and that users are leveraging all available features.
Timeline:
Implementation typically takes 2 to 6 weeks, depending on the size of the agency, complexity of customization, and responsiveness of client teams during onboarding.
Customisation
xisCare is designed to be flexible and can be tailored to fit the unique requirements of different home care agencies. It offers customizable modules, user roles, reporting features, and integrations.
Customization Options:
Care Plans and Documentation: Care plan templates, visit documentation, and assessments can be customized to match agency standards and regulatory needs.
Scheduling and Alerts: Flexible scheduling rules, visit time tracking, and alerts for late clock-ins or missed shifts are configurable to suit operational workflows.
Billing and Payroll Configuration: Supports different payer sources and payroll structures, allowing customization of billing rules, pay rates, and overtime settings.
Forms and Reports: Agencies can create or adjust digital forms and generate custom reports for compliance, operations, or marketing.
Third-Party Integrations: AxisCare integrates with platforms like QuickBooks, Paychex, and EVV systems, and API access can allow deeper integrations with external tools.
User Roles and Permissions: Admins can assign different access levels and permissions based on staff roles, ensuring data security and task relevance.
Additional Costs
While AxisCare operates on a subscription-based pricing model, there are typically additional charges related to onboarding, integrations, and ongoing support, depending on the agency’s needs and selected features.
Possible Additional Costs:
Setup/Implementation Fees: A one-time onboarding or setup fee may be charged. This fee generally covers system configuration, data migration, and training. It can range from a few hundred to several thousand dollars depending on agency size and complexity.
Monthly Subscription Fee: Core software pricing is usually based on the number of active clients or users. Larger agencies may pay more due to higher usage and advanced features.
Support and Maintenance: Standard customer support is often included, but premium or priority support (e.g., 24/7 support or a dedicated account manager) may incur an extra monthly fee.
Training and Certification: While basic training is included, additional sessions, advanced training, or certifications for new staff may be billed separately.
Integration Fees: Integrating with payroll, accounting, or EVV systems may involve setup fees or ongoing charges, especially for API-based custom integrations.
Customization or Development Requests: Advanced custom feature development beyond the existing capabilities may be quoted as an additional service.
Training
AxisCare provides a robust training and support system to ensure new users can effectively adopt and use the platform. Training is structured, personalized, and ongoing, ensuring users at all levels—from admin to caregiver—can confidently use the software.
Training and Support Offerings:
Dedicated Onboarding Specialist: Each new client is assigned a dedicated onboarding manager to guide them through setup, training, and go-live processes.
Live Training Sessions: Personalized live training webinars or one-on-one sessions are provided to administrators and users during the onboarding phase.
Role-Specific Training: Tailored training is available for different user roles (e.g., schedulers, billing staff, caregivers), ensuring each team member receives relevant instruction.
Self-Service Knowledge Base: AxisCare offers an online resource center with video tutorials, help articles, and step-by-step guides accessible 24/7.
Ongoing Support: Users can access customer support via phone, email, or support tickets. Business hour support is standard, but some plans may offer extended or premium support options.
Post-Go-Live Check-ins: Follow-up sessions and optimization reviews are offered to ensure users are making the most of the system after initial setup.
User Community & Webinars: Periodic webinars, user tips, and community support are provided to help agencies stay informed about new features and best practices.
Security Measures
AxisCare incorporates industry-standard security practices to safeguard sensitive client and business data. This is especially critical for home care agencies handling private health and financial information.
Security Measures in Place:
HIPAA Compliance: The platform is built to comply with HIPAA regulations, ensuring that protected health information (PHI) is handled securely.
Data Encryption: All data is encrypted in transit (using SSL/TLS) and at rest, protecting against unauthorized access and interception.
Role-Based Access Controls: User permissions are strictly managed, so individuals only have access to the data necessary for their job function.
Two-Factor Authentication (2FA): Optional two-factor authentication adds an additional layer of security for user login.
Audit Trails and Logging: The system maintains detailed logs of user activity, enabling administrators to monitor access and changes to data.
Regular Backups: Data is backed up regularly to ensure it can be recovered in the event of a failure or disaster.
Cloud Security: AxisCare uses secure cloud infrastructure with robust physical and network security controls.
Updates
AxisCare regularly updates its software to introduce new features, improve performance, and patch security vulnerabilities. Updates are delivered with minimal disruption and typically include user communication and documentation.
Update and Release Practices:
Regular Release Cycle: Updates are generally released on a monthly or bi-monthly basis, depending on feature readiness and testing.
Automatic Deployment: Most updates are deployed automatically via the cloud, requiring no manual intervention by the client.
Advance Notifications: Users are notified ahead of major updates via in-app alerts or emails, including details about what to expect.
Release Notes: Detailed release notes are provided to explain new features, enhancements, and bug fixes, helping users stay informed.
User Feedback Integration: New features and improvements are often based on user feedback gathered from support tickets, surveys, or user community input.
Minimal Downtime: Updates are managed to avoid service interruption, with deployments typically occurring during off-peak hours.
Post-Update Support: Support staff are available to address any issues or questions following a major update, ensuring a smooth transition.
Data Ownership and Portability
AxisCare ensures that clients retain full ownership of their data and offers mechanisms to support data portability. This empowers agencies with control over their information, whether for reporting, auditing, or transitioning to another system.
Key Policies and Practices:
Client Data Ownership: Agencies retain full ownership of all data entered into AxisCare, including client records, caregiver information, schedules, billing data, and notes.
Data Access Rights: Clients have the right to access, export, and download their data at any time using built-in tools or by requesting data extracts from support.
Portability Tools: Data can typically be exported in common formats (e.g., CSV, Excel), allowing for easy transfer to other systems or backup storage.
Data Retrieval Upon Termination: Upon contract termination, AxisCare allows clients to retrieve their data before access is discontinued. Specific timelines for data export are usually outlined in the service agreement.
Privacy and Confidentiality: AxisCare is committed to not sharing, selling, or using client data for unauthorized purposes. Data is only accessed internally for support, compliance, or service improvement with consent or as allowed by contract.
Retention Policy: After service termination, data may be retained temporarily (for a defined period) to accommodate backup or audit requirements, after which it is securely deleted, in accordance with legal and contractual obligations.
Scaling Up / Down
AxisCare’s subscription model is built to be flexible, allowing agencies to scale their usage up or down as their operational needs evolve. This ensures cost-efficiency and operational agility for growing or contracting organizations.
Scalability Terms and Features:
User-Based or Client-Based Pricing: Pricing typically scales based on the number of active clients or users, allowing smaller agencies to pay less and larger ones to scale up as needed.
Modular Features: Agencies can add or remove modules (e.g., EVV integration, marketing tools, advanced reporting) based on changing requirements, with pricing adjusted accordingly.
No Long-Term Commitment for Scale Adjustments: Most scale adjustments can be made monthly or quarterly, depending on the contract, without the need for renegotiating a long-term agreement.
Flexible Licensing: As the number of caregivers, administrators, or clients grows or shrinks, licensing levels can typically be adjusted through the admin dashboard or by contacting support.
Support for Multi-Branch Expansion: AxisCare supports multi-location operations and can expand configurations to new branches or service areas as the business grows.
Contract Revisions for Major Changes: Significant scale changes, such as enterprise-level customization or large organizational restructuring, may require an updated service agreement or revised pricing tiers.
Pause or Downgrade Options: For seasonal or temporary reductions in service demand, AxisCare may offer plan downgrades or limited service use to maintain minimal operational access at a reduced cost.
The terms & conditions for contract renewal and cancellation
AxisCare operates under a subscription-based service model, with terms that aim to provide flexibility while maintaining structured agreements. Contracts typically include clauses for renewal, cancellation, and notice periods to ensure transparency and business continuity.
Key Terms and Conditions:
Initial Contract Duration: Most contracts are signed for a fixed initial term, often ranging from 6 to 12 months, depending on the agreement.
Automatic Renewal: After the initial term, contracts may automatically renew on a monthly or annual basis, unless the client provides written notice of cancellation.
Cancellation Notice Period: Clients are generally required to give 30 to 60 days’ advance written notice if they wish to cancel the agreement before renewal. The notice period is usually stated clearly in the contract.
Early Termination Fees: If a client cancels before the end of the committed term without proper notice or reason, early termination fees may apply, typically calculated based on the remaining months of service.
Service Continuity During Notice Period: Clients are expected to continue paying for services and maintain usage until the official end date following a cancellation notice.
Data Retrieval Upon Termination: AxisCare allows clients to export or request a copy of their data before the account is deactivated. The method and time frame for data retrieval are typically outlined in the agreement.
Non-Renewal Clause: Either party may choose not to renew the contract by providing written notice before the end of the current term, in accordance with the stated notice period.
Modification of Terms: If AxisCare makes significant changes to terms, pricing, or services, they usually notify clients in advance, giving them the option to accept or terminate based on the new terms.
Compliance
AxisCare is designed for home care agencies that must adhere to strict healthcare regulations. The platform meets several compliance standards, particularly those related to health data protection, electronic visit verification, and operational transparency.
Compliance Certifications and Standards:
HIPAA (Health Insurance Portability and Accountability Act): AxisCare is HIPAA-compliant, ensuring that all Protected Health Information (PHI) is stored, processed, and transmitted securely in compliance with U.S. healthcare regulations.
EVV Compliance (Electronic Visit Verification): The software meets federal and state-specific EVV mandates required for Medicaid-funded home care services. It supports GPS-based time and location tracking to verify caregiver visits.
State-Level Regulatory Compliance: AxisCare regularly updates its platform to align with the evolving requirements of state home care regulations, including documentation, time tracking, and service reporting.
Data Protection and Encryption Standards: The software adheres to industry-standard data encryption protocols (e.g., SSL/TLS, AES-256) for data at rest and in transit, aligning with security compliance best practices.
Role-Based Access Controls: System access is restricted by user roles and responsibilities, complying with data privacy and security frameworks.
Audit Trail and Logging: Maintains detailed activity logs and audit trails to support compliance audits, investigations, and internal accountability.
Business Associate Agreements (BAAs): AxisCare may offer BAAs for clients who are subject to HIPAA regulations, affirming its responsibilities in handling PHI on behalf of healthcare providers.
