The record

This page is for coordinators and registered managers, with a note for support workers at the end. It covers the “Overview” tab: the client’s details, their photo, and how edits are recorded. The “Record” card with retention and the export is on the “Timeline” tab; see Exporting and removing.

The details

The “Details” card on the “Overview” tab holds:

• “Name”
• “Date of birth”
• “Address”
• “Phone number”
• “Allergies”

The card’s line reads “This record is audited: every change and every view is logged.”

To change something:

1. Edit the field.
2. Click “Save”.
3. “Saved.” appears beside the button for a few seconds and then goes.

Address, phone and allergies are what a support worker reads at the door, so keep them current. Allergies show in red above the medicines on every visit.

NHS, GP and funding

The second card on “Overview” holds who this person is on paper and who to ring:

• “NHS number” — ten digits, from the letter or the card. The platform checks the digits as you save: a mistyped number is refused with “That NHS number does not look right. Check each digit against the letter or the card.” Spaces and dashes are fine to paste; they are dropped.
• “GP practice” and “GP phone number”
• “Who pays” — local authority, NHS, NHS Continuing Healthcare, direct payment, privately funded, or something else — and “Their reference”, the payer’s own number for the package
• “Commissioned hours a week” and “Funding authority reference” — the care package itself. Once hours are recorded the card says “This week: 9.5h planned of 10.0h commissioned”, and Timesheets sets planned and delivered hours against the package per client. Office facts, like the NHS number: not sent to support workers.

Each field saves with the “Save” button at the bottom of the card, and every change is on the record’s timeline.

Who to ring

The “Who to ring” card holds every contact for this client, in order: next of kin, an emergency contact, a key holder, the social worker, an advocate, the pharmacy, or anyone else. Each has a name, who they are to the client, a relationship in the client’s own words (“Daughter”, “Neighbour”), a phone number, an email and notes.

“Add a contact” opens a dialog; “Edit” (a pencil) edits one and “Remove” asks first. Removing takes them off the list and keeps that they were on it in the record’s timeline. A contact marked “Show on the visit sheet” is what a support worker at the door sees — the name, relationship and phone, nothing else — under the client’s own number. Contacts are care data: every change is on the timeline, they are in the subject-access export, and they are never put in an email.

Safety and consent

The third card holds what a support worker needs to know before they start:

• “Resuscitation” — “Not recorded”, “For resuscitation”, “DNACPR in place” or “ReSPECT form in place”
• “Talking with them” — anything that changes how to speak with the client
• “Capacity” — what has been assessed, and what they are supported to decide
• “Consent” — what the client has agreed to

Two things to hold on to about resuscitation. The platform holds what the record says; it does not decide it, and the form itself travels with the client. And “Not recorded” is an answer, not a blank: it means nobody has written this down, never that no form exists. It shows on the support worker’s visit sheet worded exactly that way, so nobody at a door has to guess what an empty line meant.

“Resuscitation” and “Talking with them” reach the visit sheet at the door. All four are on the record a support worker can open.

Documents

The “Documents” tab holds the files on the record: assessments, consent forms, discharge letters, lasting power of attorney papers, a care plan from elsewhere, correspondence, or anything else. It appears for the people who read the organisation’s records — owners, admins, registered managers, the office and an inspector — and never on the doorstep sheet.

“Add a document” takes a PDF or a photo of a page up to 10 MB, a title (the file’s own name until you type one), what it is, and the date on the document. “Open” shows the file in a new tab through the platform, never from a public address, and every open is a line on the record’s timeline saying which document. “Edit” (a pencil) edits the words about a file; a new version of the file is a new document, so both stay on the timeline. “Remove” asks first and takes the document off the list; the file stays with the record and on its timeline until the record itself is destroyed, and the subject-access export lists it.

The photo

The round photo beside the client’s name is there so the person arriving knows who they are visiting.

1. Click the camera button on the corner of the photo.
2. Choose an image file.

The photo replaces itself as soon as the file is chosen. There is no separate save.

Two things to hold on to:

• Photos are private. They are served from private storage behind an audited route and never from a public web address.
• The platform does not ask for consent for you. Get the client’s consent before adding a photo, then write what they agreed to in “Consent” on the “Safety and consent” card, so it sits on the record beside the photo. There is no button that removes a photo on its own: uploading another replaces it, and destroying the record at the end of retention deletes it.

The Record card

On the “Timeline” tab is a card called “Record”. It says how long the record is kept, holds “Care ended on”, and carries the “Export record” button. See Exporting and removing.

What support workers see

A support worker opening the same tab sees the details as text, under the line “What the doorstep needs to know. A coordinator keeps it up to date.” Anything not filled in reads “Not recorded”.

If the NHS number you type is already on another client’s record in your organisation, the record says so under the field, with a link to the other record. It is a warning, not a refusal: a re-referral often arrives as a fresh row, and you need both while you sort it out. Support workers see neither the number nor the warning.

The address should carry the postcode. When it does, the record shows “Placed on the map from the postcode. Travel time to and from this address counts on the rota.” under the address, and the rota can measure travel to and from this client — how far a support worker has to come from their previous visit, and whether the gap allows it. Without a postcode the address is still the address; travel simply is not measured for this client, and the record says so.

Their card carries the facts care needs: date of birth, address, phone, allergies, resuscitation, “Talking with them”, “Capacity”, “Consent”, the GP practice and phone, and the contacts marked for the door with their phone numbers. The office facts — NHS number, who pays and the payer’s reference — are not sent to them at all.

There are no edit controls for them, and no photo button, and the “NHS, GP and funding” and “Safety and consent” cards do not appear; “Who to ring” does, read-only. They also get a “Care received” card here, listing the delivered visits.