When a system feels difficult to use, changing supplier can look like the obvious answer. I would first separate problems with the workflow, configuration, training and product itself. That gives you a clearer brief for improving the current setup or evaluating something different.
Follow a real task with the people doing it
Choose one recurring task, such as updating a staff record, recording an enquiry or preparing a management report. Ask staff to walk through the steps using approved test information. Note repeated entry, missing information, unclear decisions and the points where they leave the system for a spreadsheet or email.
Do not assume that every workaround is unnecessary. Some exist because a useful report is missing; others reflect a process that nobody has reviewed. Agree what the task needs to achieve before comparing features.
Check the existing configuration
Review the relevant roles, permissions, fields, statuses and reports with the supplier or authorised administrator. Ask which changes are available within your plan and which need additional work or cost. PASS, Nourish and CareLineLive are examples of systems I have worked with; that does not imply that every feature or integration is available in every product or subscription.
Keep a short requirements list. Explain the task, the people involved, the information needed and how you will recognise a satisfactory result. Separate essential requirements from useful extras.
Make data and handover part of the decision
If a replacement remains a reasonable option, examine what can be exported, the format, field definitions and any records that need separate handling. Use a small authorised sample to check mapping and validation arrangements. Agree who checks the migrated data, who can approve the result and how the original records will be retained or disposed of under your arrangements.
Review access, supplier responsibilities and processing arrangements before moving personal information. The ICO’s accountability guidance within its data-sharing code provides context for documenting responsibilities. Check the current guidance and its update notices when planning the work.
Test adoption as well as functionality
Ask staff to complete the agreed tasks in the proposed setup. Record what worked, what needed explanation and what remains unresolved. Include guidance, training time, support and ownership after handover in the comparison. A successful demonstration by a supplier does not show that your whole team is ready to use a changed process.
The result of a review may be a configuration change, a clearer routine, staff support or a scoped replacement project. Explore homecare systems support and the focused software review and implementation project. I agree requirements, responsibilities, testing and price with you before work starts.