Case study·Healthcare REIT

Care-home visit preparation

From a scramble for prior notes — to a visit brief the asset manager actually arrives with

54%
Visit-prep time downPer visit, against the prior cohort of comparable homes
“I arrived knowing which questions mattered for that home.”
Asset Manager · UK healthcare real-estate investor
UK healthcare real-estate investor·One asset-visit workflow across the live care-home portfolio·5-week pilot·United Kingdom
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01Pilot envelope
Pilot length5 weeks
First signal4 days
First ROI30 days
Team alongside4 seats · 2 colleagues

5-week asset-visit pilot; pulled prior visit notes, CQC context and lease obligations; the colleague created a visit brief and a follow-up log.

02What it owns
Reports toAsset Manager leading the visit, with the Healthcare Director sighted on CQC and lease-flagged items.
Owns
  • Visit brief — per-home pack with prior visit notes, recent operator metrics and the three things last time committed to
  • CQC context — current rating, recent inspection themes and the questions worth probing at this specific home
  • Lease obligations summary — covenants, repair obligations and rent review timing surfaced from Yardi and the lease file
  • Question library — the recurring visit questions templated and tagged so the right ones surface for the right home
  • Follow-up log — actions agreed on site captured against an owner and an SLA, with a weekly chase
Does not do
  • Investment decisions — escalates capex, re-tenanting and rent review judgements to the Healthcare Director
  • Operator-facing send — drafts the post-visit note for the asset manager to approve and send
  • Lease interpretation — surfaces the clause and the timing, the advisor or director confirms the position
Done looks like

The asset manager arrives with a brief that already knows what mattered last time, and the follow-up log is closed before the next visit lands.

03The team
AI teammates2
SophiePulls prior visit notes, CQC context, recent operator metrics and relevant lease obligations into a single per-home visit brief two days before each visit.
DanielCaptures actions agreed during and after the visit, assigns each to a named owner with an SLA, and chases evidence back into the asset folder.
Human team4
  • 5 Asset managersAsset
  • Healthcare directorLeadership
  • AnalystAsset
  • AdminOperations
04Connected stack
SharePointOutlookMicrosoft TeamsCare Quality CommissionExcelYardi
05What it returned
54%Visit-prep time downPer visit, against the prior cohort of comparable homes
29 ptsFollow-up completion upShare of agreed actions closed before the next visit
41Recurring visit questions templatedTagged to the home types where they apply
  • Day 0
    Co-ordinator sessionAsset managers, Healthcare Director and admin agreed the brief format, the question library scope and the follow-up rules in one call.
  • Day 4
    First reviewed briefSophie produced a brief on a sample home; the lead asset manager marked it up; CQC and lease sections were tightened against source.
  • Day 12
    Follow-up log liveDaniel began capturing actions against named owners with SLAs; the prior fortnight of open follow-ups was reconciled into the log.
  • Day 20
    Question library signedThe first 41 recurring questions were tagged by home type and CQC theme so the brief could surface the right ones.
  • Day 30
    ROI reviewSponsor signed off on the three baseline metrics; pilot held to one workflow, no production writes back to Yardi.
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