Service users

The Service users listing shows all Service users who have been admitted to the service and are currently receiving care (Active) or due to receive care soon (Pending).

The other potential Status is Inactive (no longer receiving care), though Service user records with this status are not displayed by default. The Filter can be used to show these records if required.

For each Service user, the listing displays:

  • the Status of the Service user record (colour-coded to help recognition at a glance),
  • the Full name of the Service user,
  • the Service the individual is receiving or will receive,
  • a Reason for leaving (only displayed for records with a Status of Inactive), and
  • a unique Reference number (automatically assigned to the Service user record).

Ordering the Service users list

By default, the Service users list is ordered alphabetically according to the first name of each Service user.

You can reverse the order of the list by selecting the Full name column heading, so that the small arrow points down instead of up. The list will then appear in reverse alphabetical order by the first name of each Service user.

Select the same heading again to return the list to standard alphabetical order.

Navigating the Service users list

Up to 20 Service users are displayed on a single page, so if there are more than this number the list will be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Using the Search field with the Service users list

At the bottom of the Service users list the number of results (Service users currently in the list) is displayed. The term results is used because the number isn’t just the total number of Service users; the number in the list will vary depending on whether the Search field or Filter options have been used.

A word or words can be entered into the Search field to display any records which include that word or words within the Full name of the Service user.

Alternatively, a number can be entered into the Search field to return any record(s) which have a matching Ref. (Refrence number).

If the search results aren’t satisfactory then it may be necessary to also update the Filter options, as search results are a combination of Search and Filter.

Filter options for the Service users list

Select the Filter button to open the related options, which can be used on their own or in combination with the Search field to narrow down search results as required.

The following filtering options are available:

  • Statuses: Tick the box(es) to show records of the chosen status including Pending (to receive care soon), Active (currently receiving care), and Inactive (no longer receiving care).
  • Services: Tick the box(es) to show records that are related to the chosen service(s), such as Residential home, Nursing home, or Home care (options will depend on the types of care your service provides).
  • With dementia: Select whether to show the records of those with dementia (default is No preference).

After setting the chosen search filter options, the Update button will perform a new search of the Service users listing using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Service users list once again).

Adding a new Service user

Select the Add button at the top of the Service users listing page to open the Add service user form.

Note

Although this option allows you to admit a new Service user directly, this would more commonly be done via the Admit service user form, following the successful completion of a Care enquiry process.

The Add service user form contains the same fields and follows the same steps as the Admit form which is accessed via a Care enquiry. The main difference is that the Admit form automatically includes any information which has already been recorded as part of the related Care enquiry.

The Add service user process is divided into three steps (with the Admit service user version including a previous step which is the Care enquiry itself):

  • Admit service user
  • Select room
  • Confirm check-in date

Admit service user

The fields of the Admit service user form are similar to those of the Add care enquiry form and generally very straightforward, but there are a few details worth noting, as described below.

Do you know the service user’s date of birth?

If the service user’s date of birth is not known then selecting No allows a Given age on registration to be entered (which can be updated later).

However, if the service user’s date of birth is known and can therefore be entered, this allows an accurate age to be calculated by CareHQ and stored along with the other details for the service user.

CareHQ also automatically adds all known service user birthdays to the Calendar, so that they are more easily remembered and arrangements can be made for celebrations!

Does the user have dementia?

If Yes is selected in response to this question, two other related questions will be presented:

  • Is the service user prone to wander?
  • Does the service user present challenging behaviour?

Is the client visually impaired?

If Yes is selected in response to this question, another related question will be presented:

  • Is the client registered blind?

Can the client walk unaided?

If Yes is selected in response to this question, four other related questions will be presented:

  • Does the client walk with a stick or frame?
  • Does the client use a wheelchair?
  • Does the client need hoisting or two people to get them in and out of bed?
  • Is the client bed bound?

The responses to all of these questions will be recorded as part of the Service user record on CareHQ, to help in the planning of appropriate care for the individual and for future reference.

Admin

Select to assign the enquiry to the User who will be responsible for booking a Room and check-in date for the Service user.

Save the completed form to store the details on CareHQ as a new Service user record and move to the next step: Select room.

Selecting a room for a Service user

The second step in the process of admitting a new service user is the Select room form.

This form allows a room to be searched for (from those recorded in Rooms) which suits the needs of the individual and is available to be occupied.

The Checking in date will automatically be set to today’s date, but this can be updated if necessary by selecting the field and choosing another date from the pop-up calendar.

If the service user will be staying for a known length of time, the Checking out field can be updated to the appropriate date, or left empty if the stay will be ongoing.

The Suitable for field will be set to the most appropriate room type based on the information that was entered into the Admit service user form, but can be updated if required by selecting another option.

If the service user has a Floor preference or requirement for any reason then a floor can be selected, or the field can be left unselected to indicate no preference.

Include rooms reserved with block contracts

This tick box, as suggested, will include in the search results any rooms which are currently reserved with a Block contract booking.

As Block contracts are Rooms booked for a certain length of time by the NHS for emergency placements, this box is not ticked by default as Block contract Rooms would generally not be available.

Features

All features available at the home in one or more Rooms, listed as tick boxes.

Select any desired or required features before searching, though if search results give limited Room options then you may wish to un-tick one or more features to see whether this gives more choice of Rooms.

Show rate

Select whether rooms in the search results should be listed along with their Weekly or Daily rates.

Search

Select Search to return a list of any rooms which match the chosen options above. Each room will be listed with the following details:

  • Name / No.
  • Floor
  • Suitable for: R (Residential), RD (Residential Dementia), N (Nursing) or ND (Nursing Dementia)
  • Features
  • Weekly or Daily rate: Depending on what was selected for Show rate

If there are few Room results, none, or Room details presented are not ideal, you may wish to update the chosen Select room options and Search again.

To choose a Room for the new Service user, select it from the search results list. This will move the admitting process to the final step: Confirm check-in date.

Booking a service user into a room

The Book service user into room form is the final step of the process to admit a new Service user. The form allows booking details to be confirmed and a Daily or Weekly Rate to be set.

Booking for

If you are completing the process of admitting a new Service user, the Service user field will automatically be filled in with the name which was entered in the first step: Admit service user (or originally recorded as part of a Care enquiry).

If this Booking is not related to a new admission, for example it may be that a current Service user is being moved to a different room, then start to type the name of the individual and one or more options will be presented.

Each option displayed will include the Reference number of the Service user and the Status. Select the appropriate Service user from the options to complete the field.

Booking period

These details may already be completed, as above, but if not then enter a Start date for the Booking by selecting the field and choosing a date from the pop-up calendar.

If the Booking will be for a known length of time, the End date field can be updated to the appropriate date, or left empty to record the Booking as ongoing.

Check in/out

Based on the Start date and End date fields, Checking in and Checking out tick boxes will be displayed. Select the relevant tick box to indicate whether the Service user will be checking in and/or checking out on the Start/End dates entered.

Ticking either or both boxes will add the related date(s) to the Calendar, acting as a reminder of these events.

Rate

Select whether the Period will be Daily or Weekly, and then enter the appropriate Rate.

The standard rates for the chosen room are displayed next to these fields to act as a guide.

To finish, select Book to record the details as a new Booking for the chosen Room. You will be taken to the Bookings tabbed page for the Room, within Rooms.

The new Booking will also be added to the Bookings tabbed page for the related Service user.

Viewing Service user Details

A Service user record on CareHQ stores all relevant information about an individual user of your care service. Much of this information will have originally been obtained as part of a Care enquiry, but it is also possible to Add a Service user separately.

To view a Service user record, either select it from the Service users listing, or you can also access Service user information from various other places on CareHQ such as a link on an Action related to the person.

When a Service user has been selected, the main Details page for the Service user is displayed.

Service user tabbed pages

The Details page holds most of the information about a Service user, but is also the first of several ‘tabbed’ pages, each focused on a specific type of information related to the record.

We refer to these pages as ‘tabbed’ because their links are always displayed near the top of the screen when viewing a Service user, and they can be selected if you wish to switch between each page, similar to tabs in a web browser.

A small green line below the text indicates the page you are currently viewing.

The ‘tabbed’ pages for a Service user are:

  • Details
  • Comments
  • Actions
  • Key contacts
  • Comms
  • Documents
  • Bookings
  • Change log

Select any tabbed page link to view the related information for the Service user.

Details

The Details page displays all the most important details currently held about the selected Service user.

Depending on the care requirements of the Service user, Details may include:

  • Service user: Personal details of the service user such as name and age
  • Care requirements: Including type of Service required and Notes
  • Dementia: related details
  • Sight: related details
  • Mobility: related details
  • Assistance required with: related details

Updating a Service user

Should any information on the Details page need to change, for example if the mobility of the Service user has recently changed, select the Update option. This will show the same form fields as when the Service user record was first added, and allows any details to be updated and saved.

The Service user options available from the Details page depend on the Status of the Service user record. Update (as above) is always available.

Other options which can be available include:

  • Deactivate (For Service users with a Status of Pending and no Bookings)
  • Readmit (Admit a Service user record which had previously been made Inactive)
  • Delete (Only available for an Inactive/Deactivated Service user record)

Deactivate

Select Deactivate from the Details page of a Service user record to signify that the related individual is leaving. Deactivating will cancel all current and future Bookings and remove all outstanding Actions for the Service user.

Enter a Reason for leaving and, if necessary, Leave notes, then select Deactivate.

The Status of the Service user record will be changed to Inactive, and any information entered will be displayed on the Service user Details page.

An Inactive Service user record can be returned to Pending/Active by selecting Readmit from the Service user Details page.

Readmit

Should a previous (Inactive) Service user need to be re-admitted to the service, this can be done by selecting Readmit from the Details page for the Service user.

Note

This option is available as long as their Service user record has not been deleted; if it has, then it will be necessary to Add a new service user instead.

The Readmit process is a shortened version of the Admit service user process, without the detail entry of the first step as this information is already known. See Add service user to read more about the Select room and Confirm check-in date steps.

After selecting Readmit during the first step, the Service user record Status will be set to Pending.

Note

If the re-admitting process is left after the first step (by returning to the Service user page), the Status will remain as Pending and the Readmit option will no longer be displayed. In that case it will be necessary to add a new Booking to complete the room selection and date confirmation steps.

Delete a Service user

If an Inactive Service user record is not needed any longer, the record can be removed altogether by selecting Delete from the Service user Details page, and then selecting the Confirm delete button on the following page.

Note

If Confirm delete is selected, the action cannot be undone, so if unsure it may be better to leave the Service user record with a Status of Inactive.

Comments

Comments is the second of the tabbed pages for a Service user, and lists any Comments about the Service user which have been added by CareHQ Users.

Comments are notes related to the Service user which any User who may view the Service user record can see. They are generally used as an additional way of recording relevant information which cannot be stored by simply Updating the Service user.

It’s possible to use a Comment to also act as a reminder about the Service user for yourself or another user, by setting up an Action as part of adding a Comment.

The Comments listing page displays all comments related to the Service user in order of when they were added, with the most recent at the top.

If any Comment has an Action related to it (see Adding a comment to a Service user below) this will be displayed in the Comments listing along with the Comment itself. Select the Related action text from within the Comment to Update the Action.

If any Comment has been pinned to the Details page for the related Service user, this will be signified by a pin icon next to it on the Comments listing.

The Search function can be used to look for a comment containing a specific word or words. Simply enter one or more words into the Search field and any comments containing the word(s) will be displayed.

If there are many Comments, the list may be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Adding a comment to a Service user

From the Comments page, select the Add button to go to the Add comment form.

There are three fields:

  • Comment: Enter the text content of the Comment.
  • Pin this comment: If the Comment is important, tick this box to pin it to the top of the Service user Details page, to highlight it more prominently to other users.
  • Do you want to add an action for this comment? If you select Yes, in addition to adding the Comment, you will also be presented with the Add action form to allow a related Action to be added.

Any Action added in relation to a Comment will appear under the Actions tabbed page for the Service user and also on the My actions page for the assigned User.

Updating a comment

From the Comments listing for a Service user, move the mouse over a Comment and a pencil icon will appear. Select this icon to update the Comment.

The Update Comment form allows the Comment text to be changed, and the Comment can be pinned or unpinned to show or hide it from the main Service user Details page.

Actions

Actions is the third of the tabbed pages for a Service user. It lists any Actions related to the Service user which have been added by CareHQ Users.

By default only Actions with a Status of Outstanding (due, but not yet completed) are displayed.

Other Actions related to the Service user can be displayed by changing the Status drop-down menu and then selecting the search (magnifying glass) button:

  • Overdue: show Actions with Due date/time in the past
  • Completed: show Actions which have been marked as complete
  • Any: show all Actions related to this enquiry, no matter what their Status

Action cards on this page include all the same elements as those under My actions. See that guide page for more details about Actions.

Adding an action related to a Service user

From the Actions tabbed page for the appropriate Service user, select the Add button.

You will be taken to the Add action form for the chosen Service user.

This is the same as the standard Add action form, except the Action will also be added to the Actions page for the Service user. Under My actions (for the assigned User) the Action will include a link back to the related Service user record.

Key contacts

Key contacts is the fourth of the tabbed pages for a Service user. It lists the contact details of certain relations (Contacts) of the Service user, so that they can be reached on the phone or messaged via CareHQ if necessary.

The details of each Contact appear in card format and (if recorded) the following details may be displayed:

  • Tags showing whether the person is an Emergency contact or Next of kin
  • Full name
  • Relationship to Service user
  • Phone number
  • Mobile number
  • Work number
  • Email address
  • Notes (select the arrow icon to view)
  • Address (select the arrow icon to view)
  • Any Power of attorney types the Contact has been assigned

Note

If the Service user was originally admitted following a completed Care enquiry process, a Contact will have been automatically added using the contact details of the Care seeker relation associated with the Care enquiry.

Adding a Contact for a Service user

To add a new Contact for a Service user, select Add from the Key contacts page for the Service user.

Enter all known details, and select the relevant tick boxes as appropriate. Most fields are optional, so there is no need to worry about filling in any information which isn’t available at the current time. Details can alway be updated later.

If the Contact will be sent invoices and/or communications in the post, enter a Postcode and then select the Find address button. A list of addresses will be displayed for the postcode, from which the correct address can be selected. Alternatively, select the Enter manually button to enter the address by hand.

Select Save to record the details as a new Contact.

Options for a Contact

Select the three dots from the top right corner of any Contact card to view the available options:

  • Send message: Send an Email or SMS (text message) to the Contact via CareHQ. Messages sent this way will be recorded in the Comms listing for the Service user. See Sending a message to a Care seeker under Care enquiry Comms to read more about sending messages.
  • Update: Update the details of the Contact, with the same fields as the Add form.
  • Delete: Delete the Contact and all associated messages, after confirmation.

Comms

Comms is the fifth tabbed page for a Service user. The page lists any messages which have been sent To, or received From, the Contacts (under Key contacts) related to the Service user.

The Comms listing page for a Service user is a combination of the Inbox and Sent listing pages found under Comms within the Dashboards section, but only lists messages linked to the related Service user.

Messages are listed on the Comms tabbed page with the most recent at the top. For each message the following details are visible in the listing:

  • Subject: the subject line (for an Email)
  • Recipient/Sender: the name of the Recipient or Sender (the Care seeker)
  • Date/Time: the date/time when the message was sent or received
  • Channel: whether the message was an Email or SMS (text message)

Navigating the Comms listing

Up to 20 messages can be displayed on a single page, so if there are more than this the list will be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Search

At the bottom of the Comms list the number of results (messages currently in the list) is displayed. The term results is used because the number isn’t always the total number of messages; the number of items in the list will vary depending on whether the Search or Filter options have been used.

A word or words can be entered into the Search field to display any messages which include that word or words.

If the search results aren’t satisfactory then it may be necessary to also update the Filter options, as search results are a combination of Search and Filter.

Filter options

Select the Filter button to open the related options, which can be used on their own or in combination with the Search field to narrow down search results as required.

The following filtering options are available:

  • From: The pop-up calendar can be used to set a sent date before which no messages will be included.
  • To: The pop-up calendar can be used to set a sent date after which no messages will be included.
  • Direction: Tick either or both options to show Received or Sent messages.
  • Channels: Tick either or both options to show Email and/or SMS messages.

After setting the chosen Filter options, the Update button will perform a new search of the Comms listing using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Comms list once again).

You can learn more about the main Comms pages here.

Documents

Documents is the sixth tabbed page for a Service user, and allows documents related to the Service user to be uploaded and stored within CareHQ for convenient record keeping.

A Document can be a PDF file (ideal for viewing in a web browser or as a download) or one or more images (each image might represent a page of a physical document).

The Documents listing page displays all Documents related to the Service user in alphabetical order by Name. Select the Name column heading to reverse the order, or select the heading again to return to the default alphabetical order.

The second column displayed in the listing is Expiry date, though this is an optional field for a Document and so this may not show.

Document Status

By default, all Documents are displayed (Status of Any). Select Status to change the listing to display Documents which have Expired, have Not expired, or those that have No expiry date.

After changing Status, select the Search magnifying glass icon to update the listing.

Document Search

The Search function can be used to look for a Document containing a specific word or words. Simply enter one or more words into the Search field (then select the magnifying glass icon) and any Documents containing the word(s) will be displayed.

If there are many Documents, the list may be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Adding a Service User Document

From the Documents listing page for the Service user, select Add.

Enter an appropriate Name for the Document.

If the document will expire after a certain time, select an Expiry date from the pop-up calendar. Entering an Expiry date will automatically set a reminder to update the Document which will be triggered shortly before the Document expires.

Select Upload a file to upload one or more Files associated with the Document, for example you might upload a single PDF file or a set of scanned images (each one representing a document page).

Select Save to store the Document and return to the Documents listing, or if you have multiple documents to add, select Save & New to store the Document and automatically return to a new Add document form.

Viewing a Service User Document

Select any Document from the Documents list to View.

If the Document has an Expiry date set, this will be displayed along with a reminder of the related Service user and Location (where the service user is receiving care).

Select the File to view/download.

If the Document needs to be changed, for example if it is due to expire shortly, select Update to access the Update document form (the same fields as the Add document form).

Tip

Don’t forget to change the Expiry date if updating a Document which will expire again!

From the View page for a Document you can also Delete the Document if necessary (after selecting Confirm delete on the following page).

Each Document also has a Change log which shows a record of when changes to the Document were made, and by which User.

Bookings

Bookings is the seventh tabbed page for a Service user, and displays any current, future, or past Bookings for the related Service user.

A Booking is a record of a booked period of care for a Service user staying in a particular Room (if the service is a residential/nursing home), and the associated weekly or daily Rate.

A Booking will always have a Start date, and may have an End date, or be Ongoing (no End date set).

The Bookings list also displays the related Room and Rate for each Booking.

The listing displays all Bookings related to the Service user in date order by Start date, with the most recent at the top. Select the Start date column heading to reverse the order, or select the heading again to return to the default date order.

Filter options

Select the Filter button to open the related options, which can be used to narrow down the Bookings list as required.

The following filtering options are available:

  • All time: Show all Bookings for the Service user
  • Current and future: Show all Bookings except those in the past
  • Past: Only show past Bookings
  • Show cancellations: Tick to show cancelled Bookings in the list

After setting the chosen Filter options, the Update button will perform a new search of the Bookings listing using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Bookings list once again).

Adding a booking

It may sometimes be necessary to add another Booking for a Service user, for example if the individual requires periods of care ongoing and is cared for by relatives or other carers between these time periods.

Select Add booking to add a new Booking for the related Service user.

The Add booking process is a shortened version of the Admit service user process, without the detail entry of the first step as this information is already known. See the Admit service user process to read more about the Select room and Confirm check-in date steps.

Once confirmed, the new Booking will appear on the Bookings list for the related Service user, and also on the Bookings list for the chosen Room.

Updating a booking

Select any Booking from the Bookings list for a Service user to update any detail of the Booking.

The Update booking form is very similar to the Booking a service user into a room step of Admitting a new Service user, so see that part of the guide to read more.

A potential difference with Update booking compared to when booking a Room initially is that if an End date is set and the Checking out box is ticked, then the Reason for checking out and Checkout notes fields will be displayed. These fields allow checkout-related details to be recorded should a Booking End date need to be brought forward or simply at the end of a Booking period.

Change log

The Change log is the last of the tabbed pages for a Service user. It displays a record of Dates and Times when changes were made to the Service user record, and which User made each change.

If available, Details of exactly what was changed will also be listed in each case.