iBow, the Home Care Nursing Electronic Medical Record System, Surpasses 1 Million Cumulative Patients Under Care. Behind the Scenes, the 25 Staff Members Protecting Nurses' Time—Another Frontline

In May 2026, iBow (Ai-bou), the electronic medical record system dedicated to home-visit nursing, surpassed a cumulative total of 1 million patients under care. (※1)

To all those involved in home-visit nursing who have supported 1 million unique lives, we extend our deepest respect.

—eWeLL Inc. (Securities Code: 5038; Head Office: Chuo-ku, Osaka City), advancing the quality and productivity of home healthcare through digital transformation (DX)

Since its service launch in June 2014, iBow has walked alongside home-visit nursing professionals.

Now, we reveal the lesser-known reality of another critical frontline: the "iBow Customer Support" team, which supports the care of 1 million patients by delivering accurate information quickly and carefully.

The 25 People Behind the Care of 1 Million Patients: iBow Customer Support

Supporting iBow's core values—"creating time for nurses" and "enabling proper home-visit nursing operations"—is not just the system itself.

Behind the screens and phone lines, a 25-member team, "iBow Customer Support," provides vital informational support to frontline caregivers. (As of June 2026)

💬 iBow Customer Support Mission (Internal)

"By providing accurate information quickly and carefully, we create time for frontline staff and support the proper operation of home-visit nursing stations."

📞 Three Key Metrics of iBow Customer Support

▼ Volume of Support Cases

73,391 cases annually

Each case delivers time-sensitive information essential for the next action in a fast-moving frontline environment.

Approximately 40% of inquiries concentrate during the monthly insurance claims period from the 1st to the 10th. Even during these peak times, the team maintains seamless coordination—reminiscent of backstage crew at a live performance—with staff wearing headsets rushing across the floor and managing call lines down to the second, always aiming to keep your operations running without interruption.

▼ Full-Time Employee Ratio

100%

No external outsourcing is used; all 25 members are full-time employees of eWeLL.

New hires undergo a six-month training period and must meet multiple internal standards. Only after demonstrating the capability to handle over 300 cases per month are they recognized as fully independent.

In the contiguous eWeLL headquarters office space, the voices of team members dedicated to customer support are always present.

▼ Inquiry Categories

Regulatory-related: 34.8% / System-related: 65.2%

A key distinguishing feature of "iBow Customer Support" is its ability to respond to inquiries about healthcare regulations related to home-visit nursing.

Each month, over 2,000 inquiries arrive from across Japan on complex regulatory topics such as high-cost medical expense reimbursement, publicly funded healthcare, online eligibility verification, and care plan data integration.

We strive to provide the most accurate information possible. For issues without clear official guidance, we offer decision-making materials and practical operational alternatives, ensuring that frontline staff can continue making informed judgments.

Every team member has personally experienced the difficulty of understanding complex regulations. This shared experience fosters a culture of empathy toward the "I don't understand" feelings expressed by frontline staff.

We never stop at saying "can't be done." Instead, we focus on collaborative problem-solving: "In this format, it can be provided," or "This function can serve as an alternative," always aiming to suggest the next actionable step.

Supporting Continuous Home Care with Information, Without Stopping the Frontline

A home-visit nurse's day is packed with patient care, travel, documentation, and coordination with various stakeholders. If even one issue arises regarding insurance claims—requiring research, verification, and corrections—it directly translates into time when visits cannot be made.

Home-visit nursing operates under an extremely complex framework involving not only medical and long-term care insurance, but also public funding programs such as rare disease medical care and livelihood protection—spanning dozens of systems. The sector undergoes policy revisions every six years (medical fee revisions every two years, long-term care fee revisions every three years), with additional variations in local municipal implementation rules.

Industry-related books on home-visit nursing

Under such complexity, many system vendors in the home-visit nursing sector outsource their support to external call centers or avoid answering regulatory inquiries altogether, citing reasons such as "unwillingness to assume liability" or "inability to keep up with specialized knowledge."

However, the burden of these gaps ultimately falls on nurses, increasing their "non-visit time."

iBow Customer Support has maintained in-house, specialized support for 12 years because we hold a clear conviction on this issue.

We support the daily operations of over 63,000 home-visit nursing professionals nationwide, and the care of up to 100 million instances supporting 1 million unique lives. (※2)

Moving forward, we will continue walking hand-in-hand with frontline staff, leveraging both technology and human expertise to create more time for caregivers to focus on patients, support proper station operations, and contribute to organizational success.

"iBow" in use at home-visit nursing sites

〈Related Article〉

Home-visit nursing EMR "iBow" Surpasses 100 Million Cumulative Visits

About eWeLL

Mission: "Making people happy." We support home healthcare operations through DX, enhancing healthcare workers' productivity and patients' quality of life (QOL).

Our services include "iBow," an EMR dedicated to home-visit nursing, and "Care Logood," a matching platform that optimizes regional healthcare resources and streamlines hospital discharge support. Used daily by over 63,000 nurses and other professionals across all 47 prefectures in Japan, we have supported over 1 million home-care patients and more than 100 million visits, contributing to a society where everyone can live in their familiar communities.

Company: eWeLL Inc. Stock Exchange: Tokyo Stock Exchange Growth Market (5038) CEO: Norito Nakano Head Office: 4-1-3 Kutaromachi, Chuo-ku, Osaka City, 13F Founded: June 11, 2012

Business: Operational support in home healthcare (SaaS tools like "iBow," medical billing services, etc.)

URL: eWeLL Official Site https://ewell.co.jp eWeLL IR Information https://ewell.co.jp/ir iBow Official Site https://ewellibow.jp Care Logood Official https://carelogood.jp

※1 Cumulative number of patients covered by home-visit nursing instructions issued via iBow as of end of May 2026. ※2 Number of nursing professionals using iBow refers to the total number of active staff—including nurses, licensed practical nurses, certified nurse specialists, physical therapists, occupational therapists, speech-language-hearing therapists, mental health welfare officers, and nursing aides—on the iBow platform as of end of December 2025. Visit count refers to the cumulative total of Home-Visit Nursing Records II as of end of April 2026.