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View Case StudyThistle Health Care
Modernising Scotland’s care-home network from unreliable IT and slow support to a resilient, responsive digital backbone.
Overview
Scotland Largest Care Home Providers
Thistle Health Care is one of Scotland’s largest residential care home providers, operating multiple facilities across the country. Committed to delivering high-quality care, they serve a diverse range of residents with varying needs.
The Challenge
Thistle Health Care was experiencing major operational friction due to unreliable IT systems and unresponsive support from their previous provider. Staff frequently encountered technical issues that slowed down access to critical care applications and administrative platforms.
Without a clear escalation process or accurate documentation, these problems remained unresolved for extended periods, increasing frustration and affecting day-to-day operations. The lack of proactive advice or a roadmap for technology improvements left the organisation feeling unsupported and technologically behind.
The Solution
Certum began by performing a full audit of all IT systems across each care home and the head office. We documented issues, stabilised key services, and built a modernisation plan focused on improving speed, resilience, and access to centralised systems.
We implemented infrastructure upgrades, improved site-to-site connectivity, and streamlined secure access for both on-site and mobile staff. Support channels were formalised to ensure tickets were resolved promptly, with monthly reporting introduced to improve visibility and accountability.
The Results
The improvements had a transformative effect on daily operations. Frequent IT problems were eliminated, enabling care staff to focus fully on resident wellbeing. Administrative users benefited from faster access to finance and compliance systems, helping improve accuracy and efficiency.
Thistle Health Care now has a proactive, responsive support structure in place and views Certum as a long-term strategic partner for future care home launches and continued digital evolution.
Certum have been instrumental in bringing West Coast’s IT up to date so we can offer our customers the best possible service. They have given us confidence with their proactive approach ensuring problems are dealt with quickly and efficiently, sometimes even before we know about them. From initial contact with Brian to on boarding and migration with Gavin and the guys on the service desk nothing has been too much trouble.
Lesley Breen
Operations Manager
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