--- title: Regency Health Care — Case Study — Draidel description: How one of New York City’s largest home care agencies redesigned five departments in BPMN and implemented them HIPAA-compliant by design. image: https://www.draidel.com/hubfs/draidel-2026/og/case-studies--regency-health-care.png --- Draidel. **000***%* We build companies — Edition 2026 [Skip to content](https://www.draidel.com/case-studies/regency-health-care#main-content) [Draidel.](https://www.draidel.com/) 01[Menu](https://www.draidel.com/case-studies/regency-health-care#k-menu) Miami · Six markets · Since 2015 [*01*Services](https://www.draidel.com/services)[*02*Industries](https://www.draidel.com/industries)[*03*HubSpot](https://www.draidel.com/hubspot)[*04*Platforms](https://www.draidel.com/platforms)[*05*About](https://www.draidel.com/about)[*06*Events](https://www.draidel.com/events)[*07*Contact](https://www.draidel.com/contact) [Services](https://www.draidel.com/services) - [Go To Market](https://www.draidel.com/go-to-market) - [RevOps](https://www.draidel.com/revops) - [AI & Data](https://www.draidel.com/ai-data) - [Engineering](https://www.draidel.com/engineering) [Industries](https://www.draidel.com/industries) - [SaaS](https://www.draidel.com/industries/saas) - [Law Firms](https://www.draidel.com/industries/law-firms) - [Mass Torts](https://www.draidel.com/industries/mass-torts) - [AI](https://www.draidel.com/industries/ai) - [Home Care Agencies](https://www.draidel.com/industries/home-care-agencies) - [Health Care](https://www.draidel.com/industries/health-care) - [BPO](https://www.draidel.com/industries/bpo) - [Venture Capital](https://www.draidel.com/industries/venture-capital) - [View all→](https://www.draidel.com/industries) [HubSpot](https://www.draidel.com/hubspot) - [Audit](https://www.draidel.com/hubspot-audit) - [Onboarding](https://www.draidel.com/hubspot-onboarding) - [Consulting](https://www.draidel.com/hubspot/consulting) - [Implementation](https://www.draidel.com/hubspot-implementation) - [Migration](https://www.draidel.com/hubspot/migration) - [Integration](https://www.draidel.com/hubspot/integration) - [Development](https://www.draidel.com/hubspot/development) - [Training](https://www.draidel.com/hubspot/training) - [Pricing](https://www.draidel.com/hubspot-pricing) [Platforms](https://www.draidel.com/platforms) - [Salesforce](https://www.draidel.com/salesforce) - [NetSuite](https://www.draidel.com/netsuite) - [Microsoft Dynamics](https://www.draidel.com/microsoft-dynamics) - [ClickUp](https://www.draidel.com/clickup) - [Intercom](https://www.draidel.com/intercom) - [Notion](https://www.draidel.com/notion) - [Snowflake](https://www.draidel.com/snowflake) - [Databricks](https://www.draidel.com/databricks) - [View all→](https://www.draidel.com/platforms) Company - [About](https://www.draidel.com/about) - [Ventures](https://www.draidel.com/ventures) - [Case studies](https://www.draidel.com/case-studies) - [Events](https://www.draidel.com/events) - [Partners](https://www.draidel.com/partners) - [Compliance](https://www.draidel.com/compliance) - [Contact](https://www.draidel.com/contact) 66 West Flagler St, Miami [Start a project →](https://www.draidel.com/contact) [Close](https://www.draidel.com/case-studies/regency-health-care#site-header) Case study # Modelled in BPMN before a pipeline was *built.* Regency runs NTHD and CDPAP home care across New York City through five interdependent departments, each of which had grown its own workflows and its own tools. We redesigned the operation on paper first, then implemented it with HIPAA compliance designed in rather than bolted on. Home careNew York CityProcess designHIPAA ![Regency Health Care Services](https://www.draidel.com/hubfs/raw_assets/34/public/@projects/draidel-2026/draidel-2026-theme/assets/logos/regency.svg) Outcome **BPMN**blueprints drawn before a line was built **5**departments redesigned as one operation **2**programmes, NTHD and CDPAP, each with its own pipelines The engagement ## A compliant operation, redesigned department by department. ## The situation Intake, commercial, aide management, marketing and administration had each grown their own workflows and their own tooling. The result was a fragmented process with significant tool overlap — several platforms doing the same job, creating silos and unnecessary cost. Every change had to respect HIPAA: the wrong move exposes patient data or breaks a regulatory obligation. ## The work We mapped the operation across every department and interviewed stakeholders at each level to understand how work really flowed between teams. The target state was drawn as BPMN diagrams per department and per programme, agnostic of any platform, which gave leadership a shareable blueprint independent of whatever would implement it. Only then did we design and build the pipelines. ## The handover Each department runs its own pipeline with its own views, inside one operation leadership can see across. Compliance is a property of the design — data flows, access control and audit trails were specified before the first pipeline existed. How it ran ## Discover, model, architect, implement. 01 ### Multi-department discovery Mapped intake, commercial, aide management, marketing and administration, interviewing stakeholders at every level to see how work actually moved between teams. 02 ### Tech-agnostic BPMN design Drew BPMN diagrams for each department and for both programmes, independent of any platform, so leadership held a blueprint of how the business should operate. 03 ### Pipeline architecture and gap analysis Designed dedicated pipelines for NTHD and CDPAP — intake, marketing, aide management and more — and surfaced the tool overlap that was creating silos and cost. 04 ### HIPAA-compliant implementation Built each pipeline with compliance designed in from the start: every data flow, automation and integration respects patient privacy and access control by construction. What shipped ## The pieces the agency now owns. ### Process architecture BPMN diagrams per department and programme, cross-department flow and handoff design, NTHD and CDPAP intake blueprints, and aide management specifications. ### Pipeline implementation Intake pipelines for both programmes, a commercial pipeline with referral tracking, a marketing pipeline with lead attribution, and filtered views per department. ### Compliance and security HIPAA-compliant data flows across every pipeline, role-based access control per department, patient data governance and audit trails, and compliance-ready documentation. ### Tool consolidation Overlap identified across departments, the stack rationalised, the budget reduced with it, and one reporting layer over all of it. What changed ## What the agency runs now. - BPMN blueprints for every department, usable independent of any platform. - Dedicated pipelines for NTHD and CDPAP — intake, commercial, marketing and aide management — each tailored to its own workflow. - Tool overlap identified and eliminated, cutting cost and data fragmentation together. - HIPAA compliance embedded in every process, data flow and automation from day one. - Cross-department visibility that siloed operations and fragmented tools had made impossible. - An operational foundation that scales with one of New York City’s largest home care agencies. ## Bring us the one you cannot *unpick.* [Start a project →](https://www.draidel.com/contact)[More work →](https://www.draidel.com/case-studies) #### [Services](https://www.draidel.com/services) - [Go To Market](https://www.draidel.com/go-to-market) - [RevOps](https://www.draidel.com/revops) - [AI & Data](https://www.draidel.com/ai-data) - [Engineering](https://www.draidel.com/engineering) #### [Industries](https://www.draidel.com/industries) - 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