July round up

Track the number of complaints received across your organisation and their outcomes.

In July we introduced support for recording service user complaints along with a new report showing the number of complaints received and their outcomes. We also added the ability to transfer service users from one location to another as well as a number of other improvements based on user feedback.

Recording complaints

Complaints can now be recorded against service users along with the date they were reported and the outcome of the investigation into the complaint.

Residents with an on-going complaint are highlighted within the user interface to help ensure users are aware of any current complaints, and a new complaints report has been added to help monitor the number of complaints received and their outcomes across your organisation, as well as at a group and location level.

Transfering service users

Residents can now be transferred from their current location to another location within your account. The transfer process copies over all relevant information to the new location including the resident's details, comments, contacts and documents, and can be performed in advance of any physical move.

The existing resident record is maintained for the purpose of handling any outstanding invoices, reporting and record keeping.

Other updates & fixes

  • New billing schedule 4-4-5 added which provides a 4 weeks, 4 weeks, 5 weeks billing cycle required by some councils (e.g. Swindon, Enfield).
  • Low balance alert levels can now be set for an individual service user, overriding the level set for the account.
  • Accounts can now configure billing so that FNC contracts are suspended automatically (not billed) when a service user is set as absent for a hospital admission.
  • Rooms can now be archived, for example when a room is permanently decommissioned.
  • Added new funding types: CHC lifestyle and FPC (Free Personal Care).
  • Linking location contacts to TradeShift has been made simple with the option to search for an NHS IBC by org(anisation) code, payable code or organisation name.
  • Documents related to a care enquiry are now copied over when transferring a care enquiry to another location.
  • Updated the care enquiry API create endpoint to support setting which literature items have been sent and downloaded by the care seeker (providing better integration with services such as TrustedCare pro).
  • Added a duration of stay filter to the Admissions, discharges and deaths report.
  • Updated the Location performance report to accept dates in the future.
  • Added Room number and Service user reference columns to the Service users worksheet of the Admissions, deaths and discharges report export.
  • Added next action due date/time to the care enquiry export.
  • Removed text search field from the room bookings filter as this wasn't implemented and would generate an error when populated.
  • Fixed issue where care fund estimated current balances could be temporarily incorrectly calculated for service users with pending bookings.
  • Finance settings are no longer displayed for locations when invoicing is not enabled.
  • Fixed issue where inbound SMS for a service user contact wasn't updating the last interaction date for a related care enquiry.
  • Fixed validation of billing schedules to prevent the day of the month being set as 0.
  • Fixed issue where email and SMS status updates and inbound messages were not being received on dedicated accounts due to incorrect webhook configuration.
  • The add payment receipt form now correctly validates that a source bank account has been provided for the receipt (previously not providing a bank account would result in a 500 error).
  • Fixed issue where the balance for invoices was not set when added and approved at the same time.