This article is sponsored by AxisCare. As home care agencies face rising administrative pressure and ongoing caregiver shortages, many are turning to AI to ease the load and improve care delivery. AxisCare is leading that charge with a suite of tools designed to automate busywork, surface key insights, and give teams more time to focus on what matters most. In this Voices interview, John Atkinson, CTO and COO of AxisCare, shares how AI is already making a real-world impact, and what it will take for agencies to adopt these tools without overwhelming their staff.
Home Health Care News: Home care agencies are facing mounting administrative burdens and persistent caregiver shortages. Where do you believe AI can have the most immediate, practical impact in reducing workload and helping staff focus on high-value human interactions?
John Atkinson: When you look at the busiest people in a home care agency, it’s often the coordinators or “schedulers.” There’s a ton of work that goes into coordination and communication, and a lot of that can be streamlined with AI. For example, when they need to call a client just to say, “Hey, we’re working on finding a new caregiver,” that’s something AI can easily manage.
So we’re looking at the day-to-day tasks schedulers handle that aren’t necessarily the core value they bring, which is truly understanding the clients and the caregivers. They know the nuances. They know the relationships, the personalities, the little things that aren’t always captured in the system.
AI’s role isn’t to replace that, it’s to support it. If AxisCare can automate the repetitive or transactional communication, it frees up schedulers to focus more on the relational side of their work. That’s where they really shine, and that’s where agencies see the most impact.
How can providers help schedulers maximize their time and use information more effectively to bring together the best clients and caregivers?
There are a couple of key areas where we’re already seeing immediate, real-world impact, and AI Scheduling is one of the biggest. Right now, schedulers are carrying a huge burden trying to build great schedules for clients and caregivers, and AxisCare sees a major opportunity to reduce that load through automation.
AI can take on a lot of that back-and-forth communication that happens during the scheduling process. It can surface key pieces of context that would otherwise require schedulers to dig through the system and pull data from different places. Instead, AI can pull that context forward so they can make faster, smarter decisions and focus on what really matters: creating strong matches between clients and caregivers.
On the care delivery side, there’s also a ton of valuable data that’s often buried in visit notes. Caregivers will log observations like, “We took a walk, made lunch, but Mrs. Jones looked really unsteady,” or “She skipped her medication again.” Those notes are rich with insight, but someone has to comb through all of them to find the patterns that reveal changes in condition, safety concerns, and other things that require a timely response.
That’s why AxisCare built a tool called Care Analytics. It uses AI to scan care notes, identify key insights, and alert the team when something needs urgent attention. You can still go in and read the notes manually if you want, but now you’re being notified when the system spots something important. It kicks off a workflow to help the team act quickly.
All of this reduces the manual burden and gives staff more time to focus on what they do best—caring for people.
There’s often this concern that AI will replace people instead of augmenting what they do. But you’ve described it as more of a superpower for teams. Can you explain what that means for home care specifically, and how AI can bring context and insight to support better decision making? Any examples of how AxisCare’s platform acts as a superpower for providers?
One of the most exciting things about AI, and I think maybe one of its best applications, both now and in the future, is that it can act as a superpower for people. Sure, there may be some cases where it replaces certain tasks, but what I think is far more promising is how AI can make people more productive and more effective at what they’re already great at doing.
That’s especially true in home care. Take scheduling as an example. AI can bring context directly to the scheduler by accessing all of the information about clients, caregivers, preferences, certifications, geography and surfacing it in real time. So instead of digging through the system to piece everything together manually, the scheduler immediately sees which caregivers are trained to use a Hoyer lift, who prefers working Friday afternoons, who lives nearby, and who might be the best fit for a particular client. That’s a real superpower—giving someone the right data at the right moment to make the best possible decision.
Zooming out, I think the bigger question agency leaders should ask is, “What work are my people doing that gets in the way of the work they want to be doing?” Where are they adding the most value to clients and caregivers, and what’s pulling them away from that? That’s where AI can be incredibly helpful. It takes care of the busywork, the form-filling, the data-gathering, the repeatable admin tasks. All the things that eat up time and energy, AI can handle, so the humans can focus on the work only they can do.
AI adoption in home care is still pretty early, and I think a lot of agencies are understandably cautious. But used the right way, it’s not about replacing people. It’s about empowering them.
How do you recommend agencies evaluate where AI should be used, where it shouldn’t, and where those efficiencies can actually make a substantial impact? How can agencies avoid the trap of implementing AI for AI’s sake?
I think the starting place really comes down to understanding what problem you’re trying to solve. What business outcomes are you actually looking to achieve? Once you’ve got that clarity, then you can look at the tools out there and decide which ones are best suited to help solve those problems.
AI is a great tool for a lot of things, but it’s not the right tool for everything. Part of our job, as a software company, is to understand where AI shines, then build tools around those strengths. Just as important, we need to make those tools easy for our users to adopt and apply in the real world.
AxisCare’s Care Analytics is a good example of that. AI is really effective at analyzing, summarizing, and categorizing text-based data. So we built a feature that applies that strength directly to a real pain point for home care agencies, and the adoption has been incredibly fast. That tells us AxisCare got two things right: we solved a real-world problem, and we made it easy to use.
From the provider side, it’s our responsibility to build and deliver those kinds of tools. But from the agency side, I’d encourage leaders to really take stock of what tools they already have available and start using them. Don’t wait for some perfect time or perfect solution. Start somewhere. Whether that’s rolling out one new thing a month or focusing on the area of your business that feels most challenging, it’s about making that first move.
A lot of times, AI gets treated like some kind of magic. But really, it’s just another tool in your software toolbox. My biggest advice is—don’t do nothing. Identify at least one problem you’re trying to solve, or one opportunity to create efficiency. If your platform has an AI tool that aligns with that, try it. See what works. You might find some things aren’t right for you just yet, but you’ll also find things that genuinely make a difference. The key is to try something and build from there.
With caregiver shortages expected to intensify, how do you see AI contributing to caregiver retention, both through predictive insights and by improving the day-to-day experience for caregivers themselves?
We think there’s a lot of opportunity to improve the caregiver experience through AI, and the better that experience is, the more likely caregivers are to stay. A few areas come to mind right away.
One is scheduling. When you build the right schedule for a caregiver that works for them and fits their preferences, they’re more likely to be satisfied and more likely to stay. AxisCare sees AI as a really powerful tool for helping build better schedules that support that outcome.
Another area is training. AxisCare partners with a number of training providers, and one of the things we’re actively exploring is how to surface microlearning opportunities for caregivers while they’re actually doing their work. Instead of handing them a checklist of required trainings, the idea is to present them with quick, relevant learning tied directly to the task they’re doing in the moment. That kind of just-in-time support makes a big difference in how confident and prepared they feel on the job.
We also touched earlier on care notes. Caregivers are already documenting what happened during their visits, but AxisCare believes there’s an opportunity for AI to play a coaching role there by helping them capture the right information in the right way. That gives them a clearer sense of how their work fits into the larger picture and helps everyone stay aligned.
Another thing we’re doing is measuring caregiver satisfaction directly. Agencies using AxisCare’s platform can send out caregiver satisfaction surveys after visits, and that gives them real-time insights into how their team is doing. If someone’s struggling or not feeling supported, AI can help surface that signal so it doesn’t get missed and someone can follow up quickly.
So overall, there’s a lot we can do to improve the caregiver experience. It’s about giving them better tools, removing unnecessary burdens, and helping them feel more equipped and more supported. If we can do that well, it’s going to have a huge impact on retention.
Looking ahead, what advancements in AI do you believe will most meaningfully reshape home care operations over the next few years? And how can software providers like AxisCare support agencies in preparing for this shift without overwhelming their teams?
I think AI has the potential to really reshape home care operations, especially when it comes to agentic workflows inside the agency. A lot of the manual, repetitive work that people are stuck doing today that keeps them from focusing on what actually matters can be offset by AI.
We recently released AxisCare’s AI copilot, Axi, and even in these early stages, it’s already helping reduce some of that burden for agencies. We’re continuing to expand Axi’s capabilities with the goal of automating more of that day-to-day work, so staff can focus their energy where it’s most valuable.
AxisCare believes the key is making adoption as easy and seamless as possible. If a tool is hard to use or disrupts workflows, it’s not going to gain traction, no matter how powerful it is. So we’re being really thoughtful about how we roll these tools out. We’re not just throwing AI at the wall to see what sticks. We’re focused on building a great user experience and finding the most helpful, meaningful ways to bring AI alongside people to eliminate burdens and improve outcomes.
Editor’s note: This interview has been edited for length and clarity.
AxisCare, a leading provider of home care management software, now offers AxisCare Intelligence, a full suite of AI tools designed to help agencies work smarter, streamline operations, and elevate the quality of care they provide.
To learn more or to schedule a demo, visit axiscare.com/axiscare-intelligence/
The Voices Series is a sponsored content program featuring leading executives discussing trends, topics and more shaping their industry in a question-and-answer format. For more information on Voices, please contact sales@wtwhmedia.com.
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