- Our own team
- Never a call centre
- Nothing clinical, ever
We run everything except the care.
Two kinds of business, one problem. The work that keeps the place running is not the work you are registrationd to do, and it never stops arriving. We run it, with our own team, inside the systems you already use.
Why it happens
Nobody is doing anything wrong.
Every business that delivers care has a second business inside it. The phone, the schedule, the hiring, the records, the payroll. None of it is the work you trained for, none of it can be skipped, and all of it arrives while you are busy doing the actual job.
So it gets handed to whoever is nearest. A front desk staffer mid-checkout. A manager holding an on-call phone at four in the morning. Somebody competent, already fully occupied, making the correct decision to deal with the person in front of them first, every single time.
It is structural, not a staffing failure, and it does not get solved by asking the same people to try harder.
Which half you are
Two audiences. Four desks. One boundary.
The work that keeps a practice running and the work that keeps a care service running are not the same work, so they do not get the same pages. Pick the half you are in and everything after it is written for you.
What we do not do
The boundaries are the product.
Not the fine print. These four hold whoever you are and whatever you buy. They are contractual rather than cultural, and they do not move.
No triage, no assessment of urgency, no advice of any kind. Anything clinical stops with us and goes to your team, under a protocol agreed in writing before we take a single call. All clinical and professional judgement stays with your own registrationd people.
We work alongside your team, not in place of it. What we remove is the second job that was handed to somebody hired for the first one.
You employ your own people and choose every hire. We recruit on your behalf, administer the employment lifecycle and process payroll. We are not an employer of record, we do not supply labour, and we never place our own people into your roles.
We maintain the records and the calendar. The regulatory obligation stays with you. We make it straightforward to meet, and we do not assume it.
Proof of operations
Novada already runs a managed desk for care providers, answering calls overnight, every night of the year, inside those providers' own systems and to their own escalation protocols.
How it starts
Inquiring gets you a conversation.
- 01The review
A structured conversation about how your operation actually runs. The output is an honest assessment of whether this fits. A meaningful proportion conclude that it does not yet, and we say so.
- 02The proposal
Scope, the protocols that will govern the work, what is explicitly excluded, and the measurement baseline. In writing, with nothing improvised on the call.
- 03The agreement
A services agreement signed before anything is accessed, under the privacy framework that applies to your organisation.
- 04Live
Access provisioning, protocol sign-off, baseline measurement, and your named coordinators introduced to your team. The first month is reviewed in detail with you.
Questions
The questions we get first.
What does Novada actually do?
We run the operational work that sits around the care: the phone, the schedule, the hiring, the records and the payroll. Our own team does it, inside the systems you already run, alongside your people rather than in place of them. We do not deliver care of any kind and we never touch a clinical decision.
Is this outsourcing, or is it software?
Neither, and the distinction matters. You are not buying hours and you are not buying a tool you then have to staff. You are handing over a function that somebody answers for, with named coordinators, agreed protocols and a monthly report against a baseline taken before anything changed.
Who is actually doing the work?
Named people on our own team, each with their own login under your access control, with permissions limited to the work and revoked the day somebody leaves the role. Never a shared account, never a call centre, and never somebody different every time.
What happens on the review call?
Thirty minutes on how your operation actually runs today. You leave with a written assessment of whether this fits, including if it does not. A meaningful proportion conclude that it does not yet, and we say so rather than sell anyway.
Book
Book a 30-minute review.
Thirty minutes on how your operation actually runs. You leave with a written assessment of whether this fits, including if it does not, and a picture of your own numbers before anything changes.
Nothing is signed on the call.