Management User Guide

Installing the App

Care App is a web app that can be installed on your phone like a regular app — no app store needed.

On Android (Chrome)

1. Open https://app.care-app.uk in Chrome
2. Tap the three dots menu (⋮) in the top right
3. Tap Add to Home screen or Install app
4. Tap Add or Install

On iPhone / iPad (Safari)

1. Open https://app.care-app.uk in Safari
2. Tap the Share button (the square with an arrow pointing up)
3. Scroll down and tap Add to Home Screen
4. Tap Add

Logging In

1. Open your web browser and go to app.care-app.uk
2. Enter your email address and password
3. Click Sign In

Finding Your Way Around

The left-hand sidebar contains all sections of the app, organised into collapsible groups. Click any group name to expand it and reveal the pages inside. The group containing the page you are currently viewing opens automatically.

Group	Pages inside
Top level (always visible)	Dashboard, Search, Calendar
Client Care	Clients, Diary, Medication, Appointments, Checklists, Emergency Contacts, Handover
Daily Work	Tasks, Timesheets, Staff Chat, Noticeboard, Staff Feedback, Family Messages
Incidents	Incidents, Medication Errors, Raise a Concern
My Records	My Expenses, My Availability, My Appraisals, My Policies, My eLearning
Rota & Scheduling (Management)	Rota, Holiday, Staff Availability, Open Shifts, Property Locations, Travel Check, Staff Absences
Operations (Management)	Branches, Branch Scorecard, Transfer Requests, Data Quality, Alert Centre, Manager Copilot, Playbooks, Auto-Fix Workflows
Staff (Management)	User Management, Appraisals, Supervision, Staff Wellbeing, DBS Tracking, Right to Work, Sponsorship, Recruitment, eLearning, Staff Insights
Care Quality (Management)	CQC Dashboard, CQC Audit, CQC Evidence Pack, CQC Narrative Builder, Trend Warnings, EVV Report, Safeguarding, MCA & DoLS, Complaints & Feedback, Pharmacies, Reorder Requests, Reablement
Finance (Management)	Finance, Invoices, Billing Scale, NMW Compliance, Profitability
System (Management)	Reports, Custom Report, Power BI, Policies, Family Portal, System Health, Data Export, Data Import, Audit Trail, Error Logs, Membership, Data & Privacy, Settings

Changing Your Password

1. Click your name or profile icon in the top right corner
2. Select Settings
3. Scroll to the Change Password section
4. Enter your current password, then your new password twice
5. Click Update Password

The Management Dashboard All Plans

The dashboard is your real-time overview of everything happening across your service. It contains several sections:

Today's Shifts — Live Shift Status

The Today's Shifts panel shows every rota shift scheduled for today and the current attendance status for each member of staff.

Indicator	Meaning
Clocked in (green, pulsing)	Staff member is currently on shift and clocked in via the Clock In / Out widget. The actual clock-in time is shown.
Clocked out (grey)	Staff member clocked in and has since clocked out — shift complete. Clock-in time is still shown for reference.
QR badge (blue)	Staff member scanned the client or property QR code on arrival
Both badges	Staff member clocked in AND scanned QR — doubly verified
Missing (red)	Shift is currently active but no clock-in or QR scan has been recorded — follow up immediately
No check-in (grey)	Shift has ended and no check-in was recorded at all

Punctuality Badges

Next to each clock-in time, a coloured badge shows whether the staff member arrived on time:

Badge	Meaning
Early (blue)	Clocked in more than 5 minutes before the scheduled shift start
On Time (green)	Clocked in within 5 minutes either side of the scheduled start
Late — X min (red)	Clocked in more than 5 minutes after the scheduled start. The number of minutes late is shown.

The panel also shows:

• Upcoming Today — shifts starting later today with a countdown
• Ad-hoc — staff who have clocked in but have no scheduled shift today
• The clock-in address (where location permission was granted) is shown under the staff member's name

Other Dashboard Sections

• Getting Started — shown on new accounts; a checklist of setup steps (add a client, invite your team, set your regulatory body, upload a policy). Ticks off automatically as you complete each step. Dismiss it once you are ready.
• Shift Extensions Awaiting Approval — a purple alert panel that appears when any staff member has requested a shift extension that has not yet been approved. Shows the staff member's name, scheduled shift times, and the extended-to time. Click the panel or use the link to Timesheets to approve. Unapproved extensions do not count toward payroll.
• Today's Medication Status — an org-wide summary of medication administered and missed today across all clients. Green when all recorded doses have been given; turns red if any dose has been marked as missed and lists the affected clients with direct links to their medication pages.
• Clients Needing Attention — an amber panel listing active clients with any of: no diary entry in the last 7 days, an overdue care plan review, or an overdue risk assessment. Clients with the most outstanding issues appear first. Click any name to go to that client's profile to resolve the issue.
• Client Wellbeing Not Logged — a teal alert panel listing any active clients with no wellbeing log recorded in the last 7 days. Click any name to go directly to that client's profile and log a wellbeing entry.
• Compliance Reviews — care plans and risk assessments overdue or due within 30 days
• Staff Compliance — DBS and training certificates expired or expiring within 30 days
• Staff Wellbeing — flagged low-mood check-ins awaiting your review
• Handover — the most recent shift handover note
• Quick Actions — shortcuts to add a client, create a task, report an incident, or log medication

Managing Staff Accounts All Plans

Creating a New User

1. Open Staff in the sidebar (Management section), then click User Management
2. Click Add Staff Member
3. Fill in the following details:
   • First name and last name
   • Email address — this will be their login
   • Role: Staff, Team Leader, or Management
   • Staff ID — used for medication log signatures
   • Job title and phone number (optional)
4. Click Save

Editing a Staff Member

1. Open Staff (Management section) and click User Management
2. Click on the staff member's name
3. Click Edit, make your changes, and click Save

Deactivating a Staff Member

When someone leaves your organisation:

1. Open Staff (Management section) and click User Management
2. Click on the staff member's name
3. Click Edit and change their status to Inactive
4. Click Save

Staff Roles Explained

Role	What They Can Do
Staff	View assigned clients, log care notes, log medication, view their own rota, submit holiday and swap requests
Team Leader	All staff permissions, plus view all clients, approve holiday and swap requests, manage rota
Branch Manager ProfessionalMax	Access scoped to their assigned branch across all pages. Can manage rota, timesheets, clients, incidents, and care records for their branch. Cannot access payroll, finance, or system settings.
Regional Manager ProfessionalMax	Multi-branch visibility scoped to their assigned region. Same access as branch manager but across all branches in their region.
Management	Full access including staff management, audit trail, reports, and financial records

Staff Care Skills & Skills Matching All Plans

The care skills system ensures the right staff are matched to the right clients based on their qualifications and specialist competencies.

Adding Skills to a Staff Profile

1. Open Staff (Management section), then click User Management
2. Click on the staff member's name
3. Click the Care Skills tab
4. Click Add Skill and select from the list (e.g. PEG feeding, Makaton, catheter care, epilepsy management)
5. Set the skill status — Trained, In Progress, or Needs Training
6. Add an expiry date if the skill requires periodic renewal
7. Click Save

Setting Required Skills on a Client

1. Open Client Care, click Clients, and select the client
2. Click the Care Skills tab
3. Click Edit Required Skills
4. Select the skills needed to support this client
5. Click Save

Managing Clients All Plans

Adding a New Client

1. Open Client Care in the sidebar, then click Clients
2. Click Add Client
3. Fill in personal details (including NHS Number if applicable), address, emergency contacts, required staff skills, assigned staff, and support plan document if available
4. Click Save

Editing a Client Record

1. Open Client Care, click Clients, and select the client
2. Click Edit on the section you wish to update
3. Save your changes

Key Support Worker

Each client can have a designated Key Support Worker — the primary staff member responsible for their overall care, advocacy, and care plan reviews.

1. Open the client record and click Edit
2. In the Assigned Staff section, add the staff member to the client first if they are not already assigned
3. Use the Key Support Worker dropdown (which appears once at least one staff member is assigned) to designate them
4. Click Save

The key support worker is shown prominently in an amber banner on the client profile, and their name appears on the client card in the clients list for quick reference.

Archiving a Client

When a client leaves your care, use Archive rather than deleting them. Archiving hides the client from operational views (medication, diary, tasks, appointments) while preserving all records for compliance.

1. Open the client profile
2. Click Archive Client in the header area
3. Confirm the action in the dialog

Archived clients can be restored at any time from the Archived (N) view on the Clients page. Compliance records such as incidents, safeguarding, and complaints remain visible regardless of archive status.

Deleting a Client

1. Open the client profile
2. Click Delete Client (management only)
3. Confirm the action in the dialog

Admission & Discharge

Record when a client is admitted or discharged, and what type of care setting they are in.

1. Open the client record and click Edit Client
2. Scroll to the Admission & Discharge section
3. Set the Care Setting Type (Care Home, Supported Living, Domiciliary, Other), Admission Date, and if applicable, Discharge Date and Discharge Reason
4. Click Save Client

Once saved, the admission and discharge details appear as a card on the client's profile page.

Rooms & Bed Management All Plans

Found in Client Care - Rooms & Beds. Designed for care homes and residential settings to track room occupancy in real time.

Setting Up Rooms

1. Go to Client Care - Rooms & Beds
2. Click Add Room
3. Enter the room number, optional name, floor, and room type (Single, Double, En-suite, Shared, Other)
4. Set the initial status and save

Room Statuses

• Vacant (green) - room is empty and available
• Occupied (blue) - link a client to the room when setting this status
• Reserved (amber) - enter the name it is reserved for and an expected admission date
• Maintenance (grey) - room is temporarily out of use

Occupancy Overview

The top of the page shows a live summary: total rooms, how many are occupied, vacant, reserved, and in maintenance, plus a visual percentage bar. Use the branch filter to view a single site in multi-branch organisations.

Clinical Assessments All Plans

Clinical Assessments give management and team leaders a way to record standardised clinical scoring tools against each client and be automatically alerted when a score indicates elevated risk. Found on each client profile under the Clinical tab.

The Four Tools

Tool	What It Measures	Alert Threshold
MUST	Malnutrition Universal Screening Tool - BMI, weight loss, acute disease effect	Score 2+ (High Risk)
Waterlow	Pressure ulcer risk - build, continence, skin type, mobility, appetite, neurological deficit	Score 10+ (At Risk)
NEWS2	National Early Warning Score 2 - respiration rate, oxygen saturation, BP, heart rate, consciousness, temperature	Score 5+ (Medium risk)
Falls Risk	Falls risk - age, fall history, balance, cognition, continence, medications	Score 3+ (Medium risk)

Recording a Clinical Assessment

1. Open the client profile and click the Clinical tab
2. Click New Assessment
3. Select the assessment type (MUST, Waterlow, NEWS2, or Falls Risk)
4. Answer each question by clicking the relevant option - the score and risk band update as you go
5. Add any clinical notes (optional), then click Save Assessment

If the score meets or exceeds the alert threshold, a management alert is created automatically in the Alert Centre. The alert requires acknowledgement and links back to the assessment record.

Viewing Assessment History

The Clinical tab shows a summary card for each of the four tools at the top. Each card shows the latest score, risk band, and date. Click a card to expand the full history for that tool below. Expand any historical entry to see the breakdown of individual question answers and who performed the assessment.

Quality Score Badge

Each client profile header shows a quality score badge (for management users). This 0-100% score is calculated from four 25-point checks: diary entry in last 7 days, care plan reviewed in last 90 days, no overdue risk assessments, and medication logs in last 7 days. Hover the badge to see which checks have failed. Clients with issues also appear in the Clients Needing Attention panel on the management dashboard.

Medications All Plans

Adding a Medication for a Client

1. Open Client Care, click Clients, and select the client
2. Click the Medications tab
3. Click Add Medication
4. Fill in:
   • Medication name and dosage (e.g. 500mg)
   • Frequency (e.g. Twice daily)
   • Start date and end date (if applicable)
   • Special instructions (e.g. take with food)
   • Current stock level
   • Low stock alert threshold — you will be notified when stock reaches this level
5. Add Dose Times — see below
6. Click Save

Dose Times & Push Notifications

Each medication can have one or more Dose Times — the specific times of day the dose is due (e.g. 08:00, 13:00, 17:00 for a medication taken three times daily).

1. In the medication form, use the Dose Times time picker to select a time
2. Click Add — the time appears as a blue chip
3. Repeat for each dose time
4. To remove a time, click the × on its chip

The system automatically sends a push notification to the staff member on the active rota shift for that client, 30 minutes before each scheduled dose time. Notifications are only sent to staff currently within their shift hours — if no shift is active, no notification fires.

Auto Missed-Dose Detection

If no medication log is recorded within 90 minutes of a scheduled dose time, the system automatically:

• Creates a Missed log entry in the medication history (labelled "System (auto-detected)")
• Sends a push notification and in-app alert to all management and team leaders

This runs hourly and applies a 45-minute grace period, so a dose logged slightly late will not be incorrectly flagged. Auto-generated missed entries are visible in the medication history and count towards the client's MAR record.

Low Stock Alerts

When stock falls to or below the threshold, management and team leaders automatically receive a notification. Check the Medications tab regularly and ensure stock is replenished before it runs out.

MAR Chart Export

1. Open Client Care, click Clients, and select the client
2. Click the Medications tab
3. Click Export MAR
4. Select the date range
5. A PDF will be generated and downloaded

Pharmacy Directory

Care App includes a built-in pharmacy directory so you can store the contact details of pharmacies your organisation works with. These can then be linked directly to individual client medications.

1. Open Management — Care Quality in the sidebar, then click Pharmacies
2. Click Add Pharmacy
3. Enter the pharmacy name, phone number, email address, street address, and any notes
4. Click Save

Pharmacies can be edited or deactivated at any time. Only management and team leaders can add or manage entries in the pharmacy directory.

Adding Prescription Details to a Medication

When adding or editing a client's medication, a Prescription Details section lets you record clinical information alongside the standard medication record:

• Prescriber name — the name of the GP or clinician who prescribed it
• Prescriber type — GP, psychiatrist, CMHT, or specialist
• Review date — when the prescription is next due for review
• Linked pharmacy — select from your pharmacy directory
• Repeat prescription — toggle on if this is a repeat prescription

Medications with a review date within the next 14 days appear in the Reviews Due count on the Medication Management overview page. The review date badge on the medication record changes colour — amber for reviews due within 30 days and red for those due within 7 days — so you can quickly identify which medications need attention.

Medication Reorder Requests

Any staff member can submit a medication reorder request from a client's medication record. Management and team leaders can view and manage all requests across all clients from the dedicated Reorder Requests page.

How staff submit a reorder request

1. Staff open the client profile and go to the Medications tab
2. They click on the medication that needs reordering
3. They click the Request Reorder button (shown in purple)
4. They optionally add a note — for example, "Running low, 3 days remaining"
5. They click Submit Request

A notification is sent automatically to all management and team leaders when a reorder request is submitted.

Managing reorder requests

1. Open Management — Care Quality, then click Reorder Requests
2. You will see all requests across all clients, grouped by status: Requested, Ordered, Received, Cancelled
3. Click the status dropdown on any active request to update it as you progress the order
4. The Pending Orders card on the Medication Management overview page shows the number of open requests — click it to go directly to this page

Rota Management Professional Max Supported Living Domiciliary Learning Disability Residential Mental Health Nursing Home

Adding a Shift

1. Open Rota & Scheduling in the sidebar, then click Rota
2. Navigate to the correct week using the arrows
3. Click the + in the relevant day, or click Add Shift
4. Select the staff member, set start and end time, add location and notes if needed
5. Assign the client(s) the shift covers — this links the shift to invoicing and visit records
6. Click Save

Smart Staff Suggestions

When you add one or more client visits to a shift and set a date, a Suggested staff panel appears below the staff dropdown. It shows up to five staff members ranked by:

• Skills match - no missing required skills for any of the selected clients
• Continuity - worked with at least one of the selected clients in the past 30 days
• Availability - not already rostered on that date

Staff already booked that day are shown dimmed with an "Already booked" label. Staff with missing skills show which skills are absent. Click any suggestion to select that staff member - the dropdown remains active so you can always override the suggestion.

Editing or Deleting a Shift

Hover over a shift in the rota grid and use the action buttons that appear. On mobile, use the list view to manage shifts.

Recurring Shifts

When adding a shift, mark it as Recurring to repeat it weekly. Useful for regular rotas.

Marking Attendance

Attendance is marked automatically when a staff member clocks in via the Clock In widget or scans a client or property QR code. The rota shift is updated to Present instantly — no manual action needed for staff who follow the normal clock-in or QR process.

You can still mark shifts manually as Present or Absent from the rota grid at any time — for example, to correct an absence or mark a shift for a staff member who had a technical issue. Only shifts marked as Present are included when generating invoices.

Approving Shift Swap Requests

1. Open Rota & Scheduling and click Rota
2. Scroll down to the Shift Swap Requests panel
3. Review the request and click Approve or Decline

The requesting staff member will be notified of your decision automatically.

Open Shifts & Bid System Professional Max

Open Shifts lets you post available shifts for staff to bid on — replacing ad-hoc cover requests over WhatsApp or phone.

Posting an Open Shift

1. Open Rota & Scheduling in the sidebar, then click Open Shifts
2. Click Post Shift
3. Set the date, start time, end time, location, required skills (optional), and linked clients (optional)
4. Click Post — the shift immediately appears in the list for all staff to see

Reviewing Bids and Filling the Shift

1. On the Open Shifts page, click the expand arrow (▼) on any shift to see who has bid
2. Each bid shows the staff member's name, optional note, and the time they submitted the bid
3. Click Accept next to the bid you want — the shift is marked Filled and other bidders are not notified automatically
4. Click Cancel shift at the bottom of the expanded panel if the shift is no longer needed

Working Time Regulation (WTR) Alerts Professional Max Supported Living Domiciliary Learning Disability Residential Mental Health Nursing Home

The rota automatically checks shifts against Working Time Regulation limits and highlights any potential breaches before you publish the rota.

WTR alerts are triggered when:

• A staff member is scheduled for more than 48 hours in a reference week
• A staff member has insufficient rest between shifts (less than 11 consecutive hours)
• A shift exceeds 6 hours without a break being planned

Holiday Management Professional Max Supported Living Domiciliary Learning Disability Residential Mental Health Nursing Home

1. Open Rota & Scheduling in the sidebar, then click Holiday
2. Find the Holiday Requests section
3. Review each request — check the rota to ensure adequate cover before approving
4. Click Approve or Decline

The staff member will receive a notification with the outcome.

Timesheets All Plans

The Timesheets section gives you a full record of staff clock-ins and clock-outs, including actual times, scheduled times, duration, and location.

Viewing Timesheets

1. Open Daily Work in the sidebar, then click Timesheets
2. Use the filter buttons to view records for Today, Last 7 Days, Last 30 Days, or a custom date range
3. Use the staff dropdown to filter by a specific staff member

Each entry shows the scheduled shift times, actual clock-in and clock-out times, total duration, and the location recorded at clock-in and clock-out (where the staff member permitted location access).

Status Labels

Status	Meaning
Active	Staff member is currently clocked in
Completed	Shift finished — staff member clocked out manually
Auto Out	System automatically clocked the staff member out 15 minutes after their shift end — flagged for review

Automated Clock-In & Clock-Out Notifications

The system sends automatic notifications to protect against forgotten clock-ins and clock-outs:

Trigger	Who is notified	Message
No clock-in 15 minutes after shift start	Staff member + all management/team leaders	Staff member told to clock in; management told the staff member has not clocked in
Auto clock-out fires (15 min after shift end)	Staff member + all management/team leaders	Staff member told they were auto-clocked out; management notified of auto clock-out

Editing a Timesheet Entry

1. Find the entry in the list
2. Click the edit icon on the right
3. Adjust the clock-in or clock-out time and add a note explaining the reason
4. Click Save

Adding a Manual Entry

If a staff member forgot to clock in or out, you can add an entry on their behalf:

1. Click Add Entry
2. Select the staff member and the date
3. Enter the scheduled and actual clock-in and clock-out times
4. Add a note explaining the reason for the manual entry
5. Click Add Entry

Shift Types — Sleep-in and Waking Night

When editing or adding a timesheet entry, managers can set the Shift Type to reflect how the shift should be paid:

Shift Type	How Pay Is Calculated
Standard	Hourly rate × hours worked. Overtime multiplier applies for contracted staff who exceed their weekly contracted hours.
Sleep-in	A flat rate per shift (set in the staff member's Finance Profile). Hours are not counted — only the shift count.
Waking Night	Hourly rate × waking night multiplier × hours worked.

Shift Extensions & Approval

If a staff member needs to stay beyond their scheduled end time, they can extend their shift from the Clock In / Out widget on their dashboard. This records an extension request that management must approve before the extra time counts toward pay.

1. The staff member taps Extend Shift in their clock widget and sets the new end time
2. The extension appears in the Timesheets list with an amber Awaiting Approval badge
3. As a manager, open Timesheets and find the entry — click Approve next to the pending extension
4. Once approved, the additional time is included in the next payroll run

Live Visits All Plans

Found in Daily Work - Live Visits. Gives you a real-time view of every staff member currently on shift and where they are in their run of clients. The page has two tabs.

By Staff (default)

• Each card shows the staff member's name, scheduled shift times, and how long they have been clocked in
• If the staff member is currently with a client, an amber Currently with [Client] panel shows: arrival time, minutes elapsed at that client, and a Google Maps link to the client's address
• For domiciliary shifts with multiple clients, a visit progress summary shows completed vs. total visits and the arrival/departure times for each
• The clock-in address is shown at the bottom of each card

By Client

Switches the view so each card represents a client rather than a staff member. Useful when you want to check a specific client's visit status quickly rather than scanning all staff.

• Each card shows the client's name, address (with a Google Maps link), and an overall status badge: Pending, In progress, or Complete
• A summary line shows how many of the client's scheduled visits have been completed (e.g. 2/3 visits complete)
• A per-staff row shows which staff member has completed their visit (green tick), is currently there (amber pulse), or has not yet started (grey outline)
• Arrival and departure times are shown for completed visits; for in-progress visits, the arrival time is shown

EVV Report (Electronic Visit Verification) Professional Max

The EVV Report gives you a GPS-verified record of every clock-in and clock-out, meeting Electronic Visit Verification requirements for commissioners and local authorities.

Reading the Report

1. Open Care Quality (Management section), then click EVV Report
2. Each timesheet row shows a verification status badge:
   • Verified — GPS captured at both clock-in and clock-out
   • Partial — GPS captured at one event only
   • No GPS — no location data recorded
3. Click any row to expand it — you will see the exact GPS coordinates and a View on map link to Google Maps
4. Use the summary tiles at the top to filter the list by status
5. Use the date range and staff name filters to narrow results

Exporting EVV Data

Click Export CSV to download all currently filtered records, including GPS coordinates and addresses, for submission to commissioners or for your own records.

Property Locations QR All Plans

Property Locations lets you create QR codes for shared properties — such as a supported living house or residential unit — where multiple clients live. Staff scan the QR on arrival and departure to log a GPS-verified property-level check-in, independent of any individual client's QR code.

Adding a Property Location

1. Open Rota & Scheduling, then click Property Locations
2. Click Add Location
3. Enter the property name (e.g. "12 Oak Street") and the full address
4. Click Add Location to save

Generating and Printing the QR Code

1. On the Property Locations page, find the location and click Show QR
2. The QR code is generated — it contains a unique token linked to that property
3. Click Download PNG to save an image of the QR code with the property name below it
4. Print the PNG and laminate it — display it at the property in a place visible to staff on arrival (e.g. inside the front door or on the staff noticeboard)

Viewing Check-In Logs

1. On the Property Locations page, expand the location card
2. Click Recent check-ins to view a log of all staff arrivals and departures
3. Each entry shows the staff name, whether it was a check-in or check-out, the timestamp, the GPS address, and a View on map link to Google Maps

Voice Dictation All Plans

Voice dictation lets staff speak their notes instead of typing — the speech is transcribed in real time. This is particularly useful during or immediately after a care visit when typing is inconvenient.

The Dictate button (microphone icon) appears on the following forms:

• Diary / Care Notes — content field
• Incident Reports — description and actions taken fields
• Safeguarding Records — description and immediate action fields
• Care Plan sections — each section has its own Dictate button

My Care Plan Portal (Service User Portal) All Plans

The My Care Plan Portal gives service users their own secure login to view their care plan in read-only format — supporting transparency and the right to see their own records.

Granting Portal Access

1. Open Client Care, click Clients, and select the client
2. Click the My Care Plan Portal tab
3. Click Grant Portal Access
4. Enter the service user's email address and a display name
5. Click Grant Access

The service user will receive a welcome email with their login details. They log in at app.care-app.uk/service-user/login — this is entirely separate from the staff login page.

What the Service User Can See

• Their active and under-review care plans (read-only)
• They cannot edit anything or see other clients' records

Suspending or Removing Access

1. Go to the client's My Care Plan Portal tab
2. Click Suspend to temporarily block access (re-enable with the same button)
3. Click Remove to permanently delete the portal account

Tasks All Plans

Creating a Task

1. Open Daily Work in the sidebar, then click Tasks
2. Click Add Task
3. Fill in the title, description, assigned staff member, due date, and priority
4. Click Save

The assigned staff member will receive a notification.

Staff Chat All Plans

Staff Chat is a real-time team-wide channel visible to all staff in your organisation. It is not client-specific — it is a general communication channel for the whole team.

1. Open Daily Work in the sidebar, then click Staff Chat
2. Type your message in the box at the bottom and press Enter to send (or click the send button)
3. Press Shift+Enter to start a new line within a message

Noticeboard & Read Receipts All Plans

The noticeboard lets management and team leaders post announcements for all staff. Found in Daily Work - Noticeboard.

Posting a Notice

1. Click Post Notice in the top right
2. Enter a title and message
3. Set the category: General, Important, or Urgent — urgent notices are highlighted in red and trigger an "URGENT:" prefix in push notifications
4. Optionally tick Pin to top to keep the notice at the head of the list regardless of when it was posted
5. Click Post Notice — all active staff with noticeboard notifications enabled will receive a push notification immediately

Read Receipts (management only)

As management, you can see exactly who has read each notice. At the bottom right of every notice card you will see a count in the format X/Y read (for example, "4/12 read"). Click the count to expand the read-receipt panel:

• Read — names shown as green pill badges; these staff have opened and seen the notice
• Not yet read — names shown as grey pill badges; these staff have not yet viewed the notice

Click the count again to collapse the panel. Use this to follow up with staff who have not yet read an urgent notice.

Finance, Expenses & Revenue Professional Max Supported Living Domiciliary Learning Disability Residential Mental Health Nursing Home

Approving Expenses

1. Open Finance in the sidebar (Management section), then click Finance
2. View pending expense claims submitted by staff
3. Click on a claim to view details and any attached receipts
4. Approve or decline each claim

Finance Profiles — Staff Pay Rates & Payroll Details

Finance profiles store all payroll-relevant information for each staff member. These rates are used when running payroll and when generating invoices to calculate your margin.

1. Open Finance (Management section), then click Finance
2. Click Finance Profiles
3. Select a staff member and click Edit Profile
4. Complete the following fields:
   • Hourly Rate — base pay rate used for all standard hours
   • Contract Type — Full Time, Part Time, Zero Hours, or Bank. Overtime applies only to contracted staff.
   • Contracted Hours / Week — weekly contracted hours (Full/Part Time only)
   • NI Number — included in payroll exports for HMRC reporting
   • Tax Code — e.g. 1257L, included in payroll exports
   • Payroll Number — your internal payroll reference for this staff member
   • Overtime Multiplier — rate multiplier applied to hours above contracted threshold (e.g. 1.5 for time-and-a-half)
   • Weekend Multiplier — rate multiplier for Saturday/Sunday shifts
   • Bank Holiday Multiplier — rate multiplier for UK bank holiday shifts
   • Waking Night Multiplier — rate multiplier for waking night shifts
   • Sleep-in Flat Rate — fixed £ amount paid per sleep-in shift
5. Click Save

Outgoings Log

The Outgoings tab lets you record business expenses that are not staff expenses — for example, insurance, software subscriptions, vehicle costs, or equipment purchases. These are tracked separately from staff expense claims and feed into the Balance tab's Money Out total.

1. Open Finance (Management section), then click Finance
2. Select the Outgoings tab
3. Click Add Outgoing
4. Enter a description, amount, category (e.g. Insurance, Equipment, Software, Vehicle, Other), and date
5. Click Save

The Outgoings tab shows summary cards for this month and all time, with a breakdown by category. The full list of entries is displayed in a table below with a running total.

Revenue & Margin Report

The revenue report gives you a real-time view of your organisation's financial performance — income, staff costs, and margin across all clients and billing packages.

1. Open Finance (Management section), then click Finance
2. Select the Revenue Report or Reports tab
3. Filter by date range, client, or payer type
4. The report shows total charged, total staff cost, and gross margin — both in pounds and as a percentage

Exporting to Xero or Sage

Invoice data can be exported in a format compatible with Xero and Sage 50 for use in your existing accounting software.

1. Open Finance (Management section), then click Invoices
2. Select the invoices you want to export (use the date range filter or select individually)
3. Click Export and choose Xero CSV or Sage 50 CSV
4. The file will download — import it into your accounting package as a batch of sales invoices

Payroll & Pay Statements Professional Max Supported Living Domiciliary Learning Disability Residential Mental Health Nursing Home

The payroll run calculates gross pay for every staff member for any date range you choose, broken down by earnings type. It reads directly from approved timesheets and finance profiles — no manual data entry is required.

Running Payroll

1. Open Finance (Management section), then click Finance
2. Select the Payroll tab
3. Choose your payroll Period Start and Period End dates
4. Click Run Payroll
5. The table shows each staff member's gross pay broken down by: Basic Pay, Overtime, Weekend, Bank Holiday, Waking Night, Sleep-in, and SSP
6. Amber BH badges indicate shifts that were auto-detected as bank holidays. Purple badges show sleep-in shifts. Blue badges show waking night hours.

Pay Basis — Actual vs Scheduled

The Pay Basis toggle in the Payroll tab controls how staff hours are counted when running payroll. There are two options:

Pay Basis	How hours are calculated
Actual	Hours are taken from actual clock times, capped at the scheduled shift end. If a staff member stays longer, the extra time only counts if a manager has approved the shift extension.
Scheduled	Staff are always paid for the full scheduled shift duration, regardless of when they actually clock in or out.

The setting is saved per organisation and remembered between sessions. You can switch between Actual and Scheduled at any time — the payroll table recalculates immediately.

Statutory Sick Pay (SSP)

SSP is calculated automatically for contracted staff (Full Time or Part Time) whose weekly earnings meet the HMRC Lower Earnings Limit (£123/week for 2024/25).

• The first 3 days of any sick absence are waiting days and do not qualify for SSP
• SSP is paid at £116.75/week (HMRC rate 2024/25)
• SSP appears as a separate line in the payroll run and in the pay statement
• Sick absences are logged in Rota & Scheduling → Staff Absences

Pay Statements

A formatted pay statement can be generated for any staff member from the payroll table:

1. After running payroll, find the staff member's row in the table
2. Click the document icon on the right of the row
3. A pay statement opens showing: pay period, employee details, NI number, tax code, earnings breakdown by type, gross total, and a PAYE disclaimer note
4. Click Print / Save PDF to print or save to PDF using the browser's print dialogue
5. To send the payslip directly to the staff member, click the email icon — the payslip is sent as a PDF attachment to the email address on their staff profile. The email includes a confidentiality notice.

Payroll Software Exports

After running payroll, click Export and choose from eight supported formats:

Software	Format notes
BrightPay	CSV with NI number, tax code, regular and overtime split — ready for BrightPay's employee import
Moneysoft Payroll Manager	CSV matching Moneysoft's import column layout including payroll number
QuickBooks Payroll	Employee earnings CSV compatible with QuickBooks Online Payroll UK
Xero Payroll	Pay element rows per earnings type, compatible with Xero Payroll (AU/NZ) — note: Xero UK does not have a Payroll API, so this is a manual import file
Sage Business Cloud Payroll	CSV matching Sage's employee import format with pay element columns
FreeAgent	Payroll CSV in FreeAgent's import format
IRIS / 12Pay	Pay element CSV compatible with IRIS Payroll and 12Pay

Payroll Draft & Approval Workflow

Once you have run payroll and reviewed the table, you can save it as a draft run rather than committing immediately. This creates a formal approval workflow before the payroll period is locked.

Saving a Draft

1. Run payroll for your chosen period
2. Review the anomaly panel below the table - it will highlight any errors or warnings (missing profiles, auto clock-outs, zero hours for contracted staff, missing NI numbers or tax codes)
3. Click Save Draft to create a saved payroll run in draft status

Submitting for Approval

1. The saved run appears in the Saved Payroll Runs panel below the payroll table
2. Click Send for approval on any draft run to move it to Pending Approval status
3. Management can then Approve or Reject the run
4. Approved runs are locked - the figures cannot be changed after approval
5. Rejected runs show the rejector's name and reason so the issue can be fixed and resubmitted

Anomaly Detection

Each time payroll is run, the system checks automatically for common issues:

• Errors (red) - missing finance profiles; the staff member will not appear on exports or submissions
• Warnings (amber) - auto clock-outs that may affect accuracy; contracted staff with zero hours; missing NI number or tax code

Anomaly counts are stored on each saved run, so you can see at a glance whether a run had issues when it was created.

Payroll Audit Log

Every action on a payroll run is recorded in a dedicated audit log — draft created, submitted, approved, rejected, deleted. Click Payroll audit log at the bottom of the Saved Payroll Runs panel to expand the full history.

Invoices and Billing Packages Domiciliary Residential Professional Max

Billing Rate Types

Rate types define the different rates your organisation charges — for example, a weekday rate, weekend rate, or bank holiday rate. Set these up first before configuring billing packages.

1. Open Finance (Management section), then click Billing Scale
2. Click Rate Types to manage the rate categories your organisation uses
3. Add a name for each rate type (e.g. Weekday, Weekend, Bank Holiday)
4. Optionally set the days and time windows that rate applies to — the system will automatically apply the correct rate to each shift when generating invoices

Billing Packages

Billing packages group together the rates that apply to a particular payer (e.g. a local authority or private client).

1. Open Finance (Management section), then click Billing Scale
2. Click Add Package
3. Name the package and add a rate for each rate type (e.g. £18.50/hr weekday, £22.00/hr weekend)
4. Assign the package to a client via the client's profile

Billing Assignments — Split Billing

Some clients have funding from multiple payers — for example, a local authority covering weekday visits and a private arrangement covering evenings. Billing assignments let you configure exactly how each payer is billed.

1. Open Client Care, click Clients, and select the client
2. Click the Billing tab, then click Add Assignment
3. Select the billing package that applies to this payer
4. Set the Payer Type (e.g. Local Authority, ICB, Private)
5. If this payer covers a percentage of each visit cost (e.g. Local Authority pays 70% of every shift), enter a Funding Split %
6. Optionally restrict the assignment to specific rate types or days of the week
7. Mark one assignment as the Default — this is used when generating a single invoice for the client
8. Click Save

Generating an Invoice

Invoices are generated from actual worked hours. The system uses completed timesheets (clock-in records linked to the client) as the primary source, and falls back to rota shifts marked as Present for any shifts not covered by a timesheet. This means invoices accurately reflect hours actually delivered — not just what was scheduled.

1. Open Finance (Management section), then click Invoices
2. Click Generate Invoice
3. Select the client and the date range (e.g. 1 May – 31 May)
4. If the client has multiple payers, click Generate for All Payers to create a separate invoice for each billing assignment automatically
5. Click Generate Draft Invoice
6. Review the line items — each shift shows hours, rate charged, staff cost, and margin
7. Update the status to Sent when you have issued it to the payer

Tracking Invoice Status

Status	Meaning
Draft	Invoice created but not yet sent
Sent	Invoice issued to the payer
Paid	Payment received
Overdue	Payment not received by the due date
Cancelled	Invoice voided

DBS & Training Expiry Tracking All Plans

The DBS Tracking section helps you monitor the Disclosure and Barring Service check status for all staff. The app also tracks training certificate expiry dates, giving you one place to manage all compliance-critical renewal deadlines.

DBS Checks

1. Open Staff (Management section), then click DBS Tracking
2. You will see a list of all staff with their DBS certificate number, issue date, and expiry status
3. Staff whose DBS is expiring within 90 days are highlighted in amber — staff with expired certificates are shown in red
4. To update a DBS record, click on the staff member and edit their DBS details

Training Expiry Alerts

Training records added to staff profiles are monitored for expiry. The app sends automatic alerts when a certificate is approaching or has passed its renewal date.

1. Open Staff (Management section), then click User Management
2. Click a staff member, then click the Training tab
3. Add training records including the course name, date completed, and expiry date
4. Alerts are sent automatically at 90, 30, and 7 days before expiry, and again once expired

Right to Work Checks All Plans

The Right to Work section lets you record and track right to work checks for all staff. Documents are categorised as List A (permanent right to work - no re-check required) or List B (time-limited - must be re-checked before expiry).

Adding a Record

1. Open Staff (Management section), then click Right to Work
2. Click Add Record
3. Select the staff member and document type - the app will automatically assign List A or List B
4. Enter the check date and, for List B documents, the permission expiry date
5. Click Save Record

Sponsorship Tracking All Plans

If your organisation holds a sponsor licence to employ overseas workers, the Sponsorship section lets you track each sponsored worker's visa details and Certificate of Sponsorship (CoS) reference in one place.

Adding a Sponsorship Record

1. Open Staff (Management section), then click Sponsorship
2. Click Add Record
3. Select the staff member and visa type (Health and Care Worker Visa or Skilled Worker Visa)
4. Enter the CoS reference number, visa start date, and visa expiry date
5. Optionally add the BRP number and BRP expiry date (these may differ from the visa dates)
6. Click Save Record

Staff Wellbeing Check-ins All Plans

Staff Wellbeing Check-ins allow your team to log a daily mood rating so you can spot patterns of stress or burnout before they become a problem.

Reviewing Check-ins

1. Open Staff (Management section), then click Staff Wellbeing
2. The dashboard shows all recent check-ins. Use the filter tabs to view Needs Review, All, or Resolved check-ins
3. Check-ins with a mood rating of 1 or 2 (out of 5) are automatically flagged and appear under Needs Review
4. Click Mark Reviewed on a check-in once you have followed up with the staff member — this moves it to Resolved

Policy Management All Plans

Use the Policies section to upload and distribute policies to your staff. Staff can read and formally acknowledge each policy through the app.

Creating a Policy

1. Open System (Management section), then click Policies
2. Click Add Policy
3. Enter the policy title, category, and content (or paste your policy text)
4. Select which roles the policy applies to (All Staff, Team Leaders, Management)
5. Click Publish

Tracking Acknowledgements

1. Open a policy and click View Acknowledgements
2. You can see which staff have read and acknowledged the policy and when
3. Staff who have not yet acknowledged are shown separately — send reminders as needed

CQC Evidence Pack Professional Max

The CQC Evidence Pack compiles evidence across all five CQC domains in one click — ready for inspections, self-assessments, or provider information requests.

Generating a Pack

1. Open Care Quality (Management section), then click CQC Evidence Pack
2. Set the From and To dates for the period you want to cover
3. Click Generate Evidence Pack — the app queries all relevant records and compiles them
4. Use the domain tabs to navigate between Safe, Effective, Caring, Responsive, and Well-Led
5. Each tab shows a table of records from that period. Click Export CSV on any tab to download that domain's data

What each domain includes

• Safe: incident reports, medication errors, safeguarding referrals
• Effective: care plans created/updated, training completed, supervision sessions
• Caring: diary/care notes, staff wellbeing check-ins, complaints & compliments
• Responsive: handover notes, tasks completed
• Well-Led: internal CQC audits, DBS records

Client Deterioration Alerts Professional Max

The system automatically scans records daily and raises a deterioration flag when a client shows patterns that may indicate a decline in health or wellbeing.

What triggers a flag

• 3 or more medication refusals in the past 7 days for a single client
• 2 or more incidents in the past 7 days for a single client

Responding to a flag

1. A notification appears in the app and the flag is shown on the Dashboard
2. Review the client's recent records — medication logs, diary notes, and incident reports
3. Take appropriate action (contact the client's GP, update the care plan, notify the family)
4. Mark the flag as Resolved from the Dashboard once action has been taken

Recruitment Max

The Recruitment module lets you manage job postings and track applicants through a hiring pipeline.

Creating a Job Posting

1. Open Staff (Management section), then click Recruitment
2. Click Add Job Posting
3. Fill in the job title, description, contract type, location, and salary details
4. Set the status to Open to make it active
5. Click Save

Managing Applicants

1. Open a job posting
2. Click Add Applicant to log a new application
3. Enter the applicant's name, email, phone, and any notes
4. Use the stage dropdown to move the applicant through the pipeline: Applied → Screening → Interview → Offer → Hired / Rejected
5. Add notes at each stage to record decisions and outcomes

eLearning Courses Max

The eLearning section lets you create and publish online training courses for your staff.

Creating a Course

1. Open Staff (Management section), then click eLearning
2. Click Add Course
3. Enter the course title and description
4. Add lessons — each lesson has a title, written content, and an optional video link
5. To add another lesson, click Add Lesson
6. Tick Mandatory if all staff must complete this course
7. When ready, tick Published and click Save

Monitoring Progress

1. Open a course and click View Progress
2. You will see a list of all staff with the number of lessons they have completed out of the total
3. Staff who have completed all lessons and received a completion badge are shown with a tick

Reablement & Outcomes Reporting Max

The Reablement section gives you a high-level view of client outcomes, goal progress, and wellbeing trends across your caseload.

1. Open Care Quality (Management section), then click Reablement
2. Use the client filter to view results for a specific client or across all clients
3. The report shows:
   • Overall visit outcomes (achieved, partial, not achieved)
   • Mood trends by month
   • Goal progress by category
   • A summary table per client with outcome rates
   • Recent visit logs showing individual outcome notes

Power BI Integration Max

The Power BI section allows you to connect your Care App data directly to Microsoft Power BI or any other tool that can consume JSON data feeds.

Generating Your API Key

1. Open System (Management section), then click Power BI
2. Click Generate API Key
3. Your unique API key will be displayed — copy and store it securely

Connecting to Power BI Desktop

1. Open Power BI Desktop
2. Click Get Data → Web
3. Copy one of the endpoint URLs from the Dataset Endpoints section of the Power BI page and paste it into the URL field
4. Power BI will fetch the data and parse it as a table
5. Repeat for each dataset you want to include in your report
6. Set up Scheduled Refresh in Power BI Service to keep your reports up to date automatically

Available datasets include: Timesheets, Rota/Shifts, Incidents, Care Diary, Clients, Training Records, Medication Logs, Complaints, and Visit Outcomes.

Data Import & Migration All Plans

Found in Management - System - Data Import. Import existing records from any previous system such as Log My Care, a spreadsheet, or another care management platform. No specific file format is required.

What Can Be Imported

• Clients - names, dates of birth, addresses, phone numbers, NHS numbers
• Staff - creates login accounts automatically with temporary passwords
• Medications - matched to existing clients by full name
• Diary Notes - matched to existing clients by full name, preserves original dates
• Care Plans - multiple rows per client are merged into one care plan with separate sections

How to Import

1. Export a CSV from your current system (Log My Care, spreadsheet, or any other software)
2. Go to Management - System - Data Import and choose what to import
3. Upload the CSV file
4. Map your column headers to Care App fields - the app suggests matches automatically
5. Preview the first 5 rows to confirm the mapping looks right
6. Click Import - progress is shown row by row. Any errors are listed with the reason

Audit Trail All Plans

The audit trail is a full log of all significant actions in the system — who did what and when.

1. Open System (Management section), then click Audit Trail
2. Filter by user, date range, or action type
3. Use this to investigate concerns or demonstrate compliance during inspections

Notifications All Plans

The bell icon in the top right shows your notifications. As a manager you will be notified about:

• Shift swap requests requiring approval
• Holiday requests requiring approval
• Low medication stock alerts
• DBS and training certificates approaching expiry
• Task updates
• Client deterioration flags (repeated medication refusals or incidents)
• Staff wellbeing check-ins flagged for review

The AI Support button (robot icon) in the header bar opens the in-app AI assistant — it can answer questions about any feature at any time.

Search All Plans

The magnifying glass icon allows you to quickly find clients, staff, care notes, and medication logs by name or keyword.

Signing Out

1. Click your name or profile icon in the top right
2. Select Sign Out

Always sign out when finished, especially on shared or public devices.

Branches & Regions Professional Max

Multi-branch management lets you run several branches from a single account, with each branch having its own scoped view of rota, timesheets, clients, incidents, CQC data, and reports. The branch selector in the header controls which branch's data is displayed — management users can switch between branches freely.

Setting Up Branches

1. Open System (Management section), then click Settings
2. Go to the Branches tab
3. Click Add Branch
4. Enter the branch name, type, address, and assign a branch manager
5. Click Save

Each branch card on the Branches page shows live at-risk alerts. A red border and shield icon appear on any branch where one or more of the following conditions is detected:

• CQC score below 60%
• 3 or more open incidents
• Staffing ratio above 6:1
• Expired mandatory training

Setting Up Regions

Regions are named groups of branches. Assign a regional manager to a region to give them multi-branch visibility scoped only to their region's branches.

1. Open System (Management section), then click Settings
2. Go to the Regions tab
3. Click Add Region
4. Name the region and select the branches it contains
5. Assign a regional manager (must already be a staff member with the Regional Manager role)
6. Click Save

Branch Transfer Requests

Use branch transfers to move a client or staff member from one branch to another in a controlled, audited way.

1. Open the client or staff member's profile
2. Click Request Transfer
3. Select the destination branch and add a reason
4. Click Submit

The branch manager of the receiving branch receives a notification and can approve or decline the request. Approved transfers move the record immediately; declined transfers are logged with a reason.

Regulatory Body Setting All Plans

Care App supports all five UK regulatory frameworks. By default the app is configured for CQC (England adult social care), but if your service is registered with a different regulator you can change this in settings and all labels, domain names, self-assessment questions, evidence packs, and compliance dashboards will update accordingly.

Changing Your Regulatory Body

1. Open System (Management section), then click Settings
2. Go to the Organisation tab
3. Select your regulatory body: CQC (England adult social care), Ofsted (England children's services), Care Inspectorate (Scotland), CIW (Wales), or RQIA (Northern Ireland)
4. The change takes effect immediately across the whole organisation

Regulator	Nation / Sector	Compliance domains
CQC	England (adult social care)	Safe, Effective, Caring, Responsive, Well-led
Ofsted	England (children's services)	Quality of Care, Safeguarding, Education & Development, Health & Wellbeing, Leadership & Management
Care Inspectorate (CI)	Scotland	Wellbeing, Care & Support, Staff Team, Leadership, Setting
CIW	Wales	Well-being, Care & Development, Environment, Leadership & Management
RQIA	Northern Ireland	Person-centred Care, Staffing, Management & Leadership, Premises

Notification Preferences Professional Max

Notification preferences let management configure exactly which roles receive which notification types - avoiding alert fatigue for roles that do not need certain notifications.

Configuring Notification Preferences

1. Open System (Management section), then click Settings
2. Go to the Notifications tab
3. You will see a grid of notification types across the top and roles down the side
4. Toggle each cell on or off to control whether that role receives that notification type
5. Changes take effect immediately — no save button is required

The notification types available in the grid are:

Notification Type	Triggered by
Holiday Requests	Staff submitting a new holiday request
Noticeboard	A new noticeboard post being published
Open Shifts	A new open shift being posted for bidding
Shift Extensions	A staff member requesting an extension to their shift
Shift Swaps	A staff member requesting a shift swap
Family Messages	A new message received through the family portal
Shift Assigned	A rota shift being assigned to a staff member
Missed Dose Detected	A scheduled medication dose not recorded within 90 minutes of the due time
Staff Not Clocked In	A staff member not clocked in within 15 minutes of their shift start time
Auto Clock-Out	The system automatically clocking out a staff member whose shift has ended
Incidents Awaiting Sign-Off	Daily alert when incidents have been open for more than 3 days without sign-off
Manager Copilot Briefing	Daily 7am push notification when the AI morning briefing is ready (Max plan, Management role only)

The four roles configurable in the grid are: Management, Branch Manager, Team Leader, and Staff. Not every notification type applies to every role — cells that are not applicable show a dash rather than a toggle.

Feature Visibility Professional Max

Feature Visibility lets management hide any sidebar section that is not relevant to their service type. If your organisation does not use open shifts, invoicing, or reablement tracking, those pages can be hidden from the sidebar organisation-wide so they do not create confusion for staff.

Hidden features remain fully functional - their data is preserved and they can be re-enabled at any time. Only the sidebar entry is hidden.

Hiding or Showing a Feature

1. Open System (Management section), then click Settings
2. Go to the Features tab
3. You will see a list of all hideable features organised by group
4. Click the toggle next to any feature to hide or show it
5. The change takes effect immediately for all users in your organisation - no page refresh required

Data Quality Professional Max

The Data Quality page gives you a per-branch view of records that are incomplete, missing, or overdue — making it easy to identify gaps before a CQC inspection or quality audit.

Accessing Data Quality

1. Open Operations (Management section)
2. Click Data Quality
3. Select a branch from the branch selector, or view all branches

Issues are grouped into two categories:

Category	Flag	Meaning
Critical (red)	No active care plan	A client does not have a care plan in Active status
Critical (red)	Expired mandatory training	One or more staff members have mandatory training that has passed its expiry date
Warning (amber)	No diary entry in 7 days	A client has had no diary/care note logged in the past 7 days
Warning (amber)	Rota shifts with no timesheet	Rota shifts that have no matching clock-in timesheet record

CQC Branch Comparison Professional Max

The CQC Branch Comparison table appears on the CQC Audit page when your organisation has more than one branch. It shows all branches' scores side by side so you can identify which branches are performing well and which need attention.

Reading the Comparison Table

1. Open Care Quality (Management section), then click CQC Audit
2. Scroll to the Branch Comparison section
3. The table shows each branch as a row with columns for: Overall Score, Safe, Effective, Caring, Responsive, and Well-Led
4. Each score shows a trend indicator (e.g. +4pp or −2pp) showing movement versus the previous audit

Alert Centre

The Alert Centre (Operations → Alert Centre) is a unified inbox for everything that needs management attention. All system-generated alerts — missed clock-outs, expired training, open incidents, data quality issues, and more — appear here in a single list.

Alert Lifecycle

Each alert moves through three states:

1. Open — newly raised, not yet actioned
2. Acknowledged — someone has seen it and is dealing with it
3. Resolved — the underlying issue has been addressed

Click any alert to open the detail view. Add a note when acknowledging or resolving — this creates an audit trail showing who acted and when.

Automatic Escalation

Alerts that stay open too long escalate automatically. The system runs every 10 minutes and increments the escalation level of any open alert that has not been acknowledged within its priority window. Escalated alerts display an amber or red badge so they stand out. Nothing in the Alert Centre should sit unactioned — the escalation system is designed to make that impossible to ignore.

Filtering

Use the status tabs (All / Open / Acknowledged / Resolved) and the priority filter to focus on what matters most. Critical priority alerts are always shown at the top.

Data Quality — Action Layer

The Data Quality page (Operations → Data Quality) has been extended with several new capabilities beyond the basic issue list.

Configurable Weights

Go to Settings → Data Quality to adjust the scoring weights for each issue category. If training compliance matters more than diary frequency for your service type, increase its weight — the overall quality score will reflect your priorities rather than a generic formula.

Repeat Offenders

The Repeat Offenders panel identifies individual staff members and clients who appear in data quality issues repeatedly. A single late timesheet is noise; the same staff member missing clock-outs every week is a pattern. The panel surfaces that pattern so you can address it directly.

Notify Staff

From any data quality issue row, click Notify to send an in-app notification directly to the affected staff member or manager. The notification includes the specific issue and a link to resolve it. This removes the need to chase via WhatsApp or phone for routine compliance gaps.

Auto-Alerts

Persistent data quality issues that remain unresolved automatically raise an alert in the Alert Centre. You do not need to check the Data Quality page daily — the Alert Centre will surface anything that has been sitting open too long.

CQC — Inspection Ready Tab

The Inspection Ready tab is the sixth tab on the CQC Dashboard (Care Quality → CQC Dashboard → Inspection Ready). It gives a real-time inspection readiness assessment without requiring any manual input.

RAG Status

A Red / Amber / Green badge at the top of the tab reflects your current posture:

• Green — data quality score ≥90%, no critical open alerts
• Amber — data quality score 70–89%, or low-priority open alerts
• Red — data quality score <70%, or critical alerts unresolved

Domain Readiness Checklist

Below the RAG badge, the tab shows a checklist mapped to the five CQC domains. Each item checks whether the corresponding evidence exists in the system — care plans in place, training up to date, incidents logged and reviewed, diary notes present, and audits completed. Green ticks mean evidence is on file; amber or red flags mean gaps that an inspector could find.

Data Export

The Data Export page (System → Data Export, management only) lets you download your data in structured formats for reporting, audits, or backups.

CSV Exports

Each section can be exported independently to CSV:

• Clients
• Staff
• Incidents (filtered by date range)
• Training records (filtered by date range)
• Timesheets (filtered by date range)
• Diary entries (filtered by date range)

Select the date range using the From / To date pickers before exporting time-based sections. The CSV files open in Excel and are compatible with most reporting tools.

Export All (JSON)

The Export All Data button downloads a single JSON file containing all records across every section within the selected date range. This is intended for full data backups and GDPR subject access requests where you need a complete, machine-readable copy of the data.

System Health

The System Health page (System → System Health, management only) shows the current operational status of the platform in one view.

What It Shows

• Connection status — whether your device is currently online or offline
• Overall status banner — green (all clear) or amber (attention needed based on open critical alerts)
• Data summary — live counts of total staff, clients, incidents, and alerts
• Alert breakdown — open, critical, escalated, and acknowledged counts at a glance
• Infrastructure cards — Firestore, Cloud Functions, Offline Mode, and Automatic Backups status
• Scheduled jobs — Alert Escalation (runs every 10 minutes) and CQC Sync (runs every 6 hours), with last-run timing

The page also provides quick links to Data Export, Data Quality, Alert Centre, Audit Trail, Error Logs, and Settings.

Custom Report Builder Professional Max

The Custom Report Builder (Reports → Custom Report) lets management and team leaders build one-off reports across any part of the system without needing the Power BI integration or a data export. Pick a data source, apply filters, choose columns, and download to CSV.

Building a report

1. Navigate to Reports → Custom Report
2. Select a Data Source from the dropdown — options include Clients, Diary Entries, Incidents, Medications, Medication Logs, and more
3. Apply filters: Date range (where applicable), Branch, and any data-source-specific filters such as status or category
4. Click Run Report — results appear in a table below
5. Use the Columns selector to show or hide specific fields
6. Click Export CSV to download the full result set

Available data sources

• Clients — demographics, key worker, NHS number, active/inactive status
• Diary Entries — daily notes across all clients, filterable by date and category
• Incidents — incident reports, filterable by date range and status
• Medications — medication records per client
• Medication Logs — administration and refusal history

Manager Copilot Max

The Manager Copilot (AI Tools → Manager Copilot) delivers a daily AI briefing at 7am every morning. It summarises open alerts, recent incidents, unfilled rota shifts, and compliance risks across your organisation so you have a complete operational picture before the working day begins.

How it works

The briefing is generated automatically each morning and delivered as a push notification to all management users. Open the notification to read the full briefing in the app, or navigate to AI Tools → Manager Copilot at any time. Briefings from the last seven days are stored so you can review previous days.

What the briefing covers

• Total open alerts and critical alert count
• Incidents recorded since the previous briefing
• Unfilled rota shifts that need cover
• Compliance concerns — expired training, overdue reviews, data quality issues
• AI-generated commentary highlighting the most pressing items

CQC Narrative Builder Max

The CQC Narrative Builder (Care Quality → CQC Narrative Builder) generates a CQC inspection narrative for any of the five CQC domains on demand, using your organisation's own live data.

Generating a narrative

1. Navigate to Care Quality → CQC Narrative Builder
2. Select the CQC domain: Safe, Effective, Caring, Responsive, or Well-Led
3. Click Generate Narrative
4. The AI reads your live CQC metric data — medication error rates, incident counts, training compliance percentages, staff turnover, and response times — and produces a written narrative in seconds
5. Click Copy to copy the text to your clipboard

What to use it for

The narrative is ready to paste into a Provider Information Return, an inspection evidence pack, or a board report. It is based on your real data, not a template — the AI incorporates your actual numbers and draws conclusions from them.

Staff Performance Insights Max

Staff Performance Insights (Staff → Staff Insights) generates an AI analysis of any individual staff member's recent performance, drawing on their real operational data.

Generating an insight

1. Navigate to Staff → Staff Insights
2. Search for and select a staff member by name
3. Click Generate Insight
4. The AI analyses the last 30 days of data for that staff member and produces a written summary

What data is included

• Shifts worked and total hours in the last 30 days
• Late clock-ins (clock-in time significantly after scheduled start)
• Training records — completed and outstanding
• Diary entries logged in the last 30 days
• Incidents they have been linked to in the last 90 days
• Supervision and appraisal history
• Absences in the last 6 months

The data points are displayed alongside the AI narrative so you can see exactly what the analysis is based on.

Trend-Based Early Warnings Max

Trend-Based Early Warnings (Care Quality → Trend Warnings) analyses week-over-week patterns across all five CQC domains to identify metrics that are getting worse before they become inspection findings.

Running the analysis

1. Navigate to Care Quality → Trend Warnings
2. Click Run Analysis
3. The AI compares the last 14 days of operational data across all CQC metric tables, classifies each metric as Declining, Improving, or Stable, and produces a written summary

Reading the results

The analysis returns a colour-coded metric list:

• Red — Declining — this metric is measurably worse than the previous period. Action required.
• Green — Improving — this metric has improved since last period.
• Grey — Stable — no significant change detected.

Below the metric list, the AI narrative explains what the declining trends indicate and which areas need attention first.

Operational Playbooks Max

Operational Playbooks (AI Tools → Playbooks) generates a step-by-step action plan for five common operational scenarios, using your live data where relevant.

Available scenarios

• CQC Inspection Preparation — a structured preparation plan based on your current compliance posture, open alerts, and CQC audit scores. Uses live data.
• Staff Absence Crisis — action steps for managing a sudden staff shortage, with optional context (e.g. number of staff off, clients affected)
• Incident Response — step-by-step guidance for managing an active serious incident, with optional context
• Compliance Review — a structured internal compliance review based on your live training, DBS, and care plan data
• Onboarding a New Starter — a checklist-style action plan for getting a new staff member set up correctly in Care App and your service

Generating a playbook

1. Navigate to AI Tools → Playbooks
2. Select a scenario
3. For scenarios that support it, add optional context in the text field (e.g. "Three staff called in sick including the shift leader")
4. Click Generate Playbook
5. The AI produces a numbered, structured action plan you can follow directly

Auto-Fix Workflows Max

Auto-Fix Workflows (AI Tools → Auto-Fix Workflows) lists every open and acknowledged alert from the Alert Centre and generates AI-powered remediation steps for each one on demand.

Using Auto-Fix Workflows

1. Navigate to AI Tools → Auto-Fix Workflows
2. All open and acknowledged alerts are displayed, sorted by severity
3. Click Suggest Fix on any alert card to generate AI remediation steps
4. The AI reads the specific alert details — client name, staff name, alert type, and supporting records — and produces a tailored set of numbered steps
5. Once generated, steps remain visible in the card without re-calling the AI. Click Show fix / Hide to toggle them.
6. When the issue is resolved, go to Alert Centre to formally mark the alert as Resolved

What the steps cover

The remediation steps are specific to the alert type. For example:

• A missed medication alert includes steps referencing the specific client and medication
• A training expiry alert includes the specific staff member, the expired course, and booking guidance
• An open incident alert includes investigation steps and escalation guidance
• A safeguarding alert includes immediate action steps and referral contacts

Tips for Managers