This is your introductory guide into CareLineLive, this guide will take you through the basic functions of the system to help get you up and running as smoothly as possible. These areas will be covered in more depth in your onboarding sessions.
- Key Functionality
- Two Main components
- System requirements
- Accessing your environment
- Notes and Journals
- Tasks and eMAR
- Carer Companion app
- Requirements and qualifications
- Scheduling of Carer and Client visits
- Call monitoring through the Carer Companion App
- Automation of back end processes, e.g. Financials
- Care planning/Care management
- Profiles for both carers and clients
- Schedules and rotas
- Visit verification using the information recorded by the Carer Companion App
- Invoicing & Payroll
- Reporting & Insights
Carer Companion App
- View their rotas and be notified of changes
- Check in and out of visits
- View tasks, and record completions
- Record notes
- View relevant client documents
- Please note, that in order to install the app on Android, the device will need to be Google Play certified. This covers the vast majority of devices on the market. However, Amazon Fire OS for example won’t be compatible.
Accessing your environment
- Carer – Only added upon creation of a carer – Access to the app only
- Client – Only added upon creation of a client
- Family – Only added upon creation of a family member which is invited to the family module
- Scheduling of carers and clients
- Invoicing and Payroll
- Settings - most settings on the environment can be adjusted for teams which can cause confusion if the team setting is changed and not the master. Settings where this can cause more confusion are: Mileage, publishing and other roster settings
Creating an account
- The team(s) they will be assigned to
- The name of the user
- Email address – to be used when logging in to the system
- Password – must be minimum of 6 characters
- The user role(s) to be assigned
- View the log in email and when they were last seen (if they have logged in)
- Fill in more details in the “Profile” tab
- Change the email or password
- Change which user roles are assigned
- Make the user a carer*
- Change the team(s) the user is a part of
- Personal & contact information
- Visit schedule & agenda
- A journal, filled with either with notes from the app or entries from office staff
- Their service contract(s) and rates
- Medical information, including medication and current condition
These two articles will help with the creation of contracts. The article titled rates will also be useful when creating carer contract types.
Creating Client records
- All – All the clients in the system
- Active – All clients with a service contract that is in date, or is due to start in the future
- Inactive – All clients without an active service contract
- Personal details (name, DOB, Nationality etc)
- Local authority reference code, NHS number, invoice number
- Care Package Summary – a brief rundown of the client’s care package – this can be printed at the bottom of the screen
- Rota comments – Any information that is not covered by the booking or care package summary that the carer could benefit from
- The date they were added, and details of their service contracts
- The client’s contact details, including phone numbers and email address
- The address where they receive their care, this has the geocoding feature where you can also adjust the location pin if necessary
- Access info e.g. key safe code
- Important contacts –
- Ability to select next of kin.
- Add a shared contact e.g. GP or district nurse.
- Organisations e.g. doctor’s surgery.
- Buyers – who is paying for their service. This can be imported from their important contacts, as well as global buyers such as local authorities.
- Carer compatibility – Allows you to choose which carers can or can’t go to a particular client.
- DNAR form - if the client has a DNAR form then this can be recorder here
- Medical conditions - list the client’s medical conditions and their severity
- Medication - if the client is on any medication you can list them here. This needs to be done before you can add a task for medication.
- Shows any service contract allocated to the carer including:
- Whether or not the contract is active
- When the contract started
- If it is the default (where there are multiple contracts)
- Suspensions - allows you to temporarily suspend a client’s contract which will either cancel/delete existing bookings for the same time period, or prevent them from being created.
- Shows the client’s marker (QR code) that will be scanned to check in/out of a call.
- It is possible to create multiple markers for a client and deactivate used ones to make sure a carer is checking in properly.
The rest of the tabs will be covered in more detail in later sections of this guide.
- Personal details
- Contact details
- Important contacts
- Their app tab to show the device and app version they are logged in to
- Agenda & availability schedle
- Their scheduled leave
Carer Contract Types
Creating Carer records
- Personal details - Name, DOB, DBS number
- When they were added
- Their active contracts
- A link to their user account and password reset option
- Their contact information
- Their important contacts
- Their address
- Their primary transport - used for mileage rates
- Allows you to schedule in the carer’s leave either for less than a day or a day or more.
- Can check the holiday pay estimates and override them if need be.
- The device the app is installed on.
- The operating system and version (Android/iOS).
- The date it was installed.
- When it was last ‘seen’ (Logged into the CareLineLive app).
- The date it was last updated.
- Whether it supports sync confirmation.
- The date it was last synced.
When a client or carer finishes
- Name of the new booking type
- Set whether it is for carers and/or clients - this affects who can be allocated e.g. an office call can be allocated only to a carer
- Set whether it is payable and/or billable
- Set if it requires a check in
- Choose a colour for the roster screen
Day-to-day roster management
- Disable/enable sticky rows - If sticky rows are enabled, the unallocated bar will stay visible at the top of the screen even when scrolling down the page. When disabled, the unallocated row will stay above the roster screen at all times
- Show/hide unallocated rows for all teams - Choose whether you want the unallocated bar to be shown even if there are no unallocated calls, this will show the unallocated rows for every team (if multiple selected)
Notes and Journals
- None of the entries in the client journal made in the web environment will be viewable in the app
- Nothing in the carer journal will be visible in the app
Open up a booking
- Overview – This shows the details of the booking. The start/duration/finish time and date, the booking type, the carer (you can add and remove carers here) and whether the booking has been published.
- Check-ins – This shows whether a check-in has been made and if so, what time and where it was. You can add check-ins manually here.
- Tasks – If there are any tasks/medication to be completed during the visit they will be listed here.
- Notes – Any notes made about the booking, or whilst attending in the app will show in this tab.
- Financials – This breaks down the visit based on how the contracts are set up, this means you can see how much the client is being charged and how much the carer is being paid. It will also show up any mileage the carer is being paid.
- Audit – This tab shows any actions made on that booking and when they were made from creation to allocating carers and when it was published. It will also show whether it was created from a schedule or not.
- Company - Add company details including; address, contact details and logo which will appear on pdf documents created within the environment
- Teams - View teams and create new teams
- Calendar - View public holidays and add special days
- Journal categories - Create and edit journal categories and whether they relate to clients, carers or both
- Medical - View and amend condition groups, conditions, medication types and medication routes
- Tasks - View and amend task completion statuses
- Mileage - Mileage settings
The roster sub-menu contains settings specifically to the roster. These are:
Here you can change the colours seen in the roster such as bookings and availability.
This is where you can enable manual publishing and set the automatic publishing threshold. More information on publishing can be found here.
- Restrict if carer not scheduled as available – If the carer is not specifically set to available, you will not be able to allocate them to any bookings or shifts
- Restrict if carer scheduled as unavailable – If the carer is specifically set to unavailable, you will not be able to allocate any shifts. (If this is not set, the carer can still have bookings allocated but it will show their unavailability in red in the roster screen)
- Any ad hoc availability/unavailability will override scheduled unavailability
- Any ad hoc unavailability always restricts allocation
Tasks and eMAR
- Task – general tasks such as; checking bins, making sure the client has clean clothes/bedding, checking windows/doors etc
- Medication – Task to give or prompt a client to take medication. This can also produce a blank or completed MAR chart. Medication records must be created for the client before a medication task can be assigned
Carer Companion App
Mobile companion app and bookings
Requirements and qualifications
- Employment statuses – Doesn’t really affect the performance, of the environment but can be used for filters in reports.
- Qualification classes – Used to define what category a qualification falls into.
- Qualifications – Records the qualifications that you can assign to your carers/training towards.
- Requirements – Any documents/qualifications/information you need from your carers before they start work.
- Requirement templates - Allows you to group multiple requirements that can all be assigned to a carer at once.
- Leave types – Allows you to edit/ create the reasons a carer can be given leave for.
- Any bookings must be confirmed
- Each client must have a buyer
- The service contracts need to be assigned and correct
- All the bookings and shifts need to be confirmed
- All leave needs to have been approved
- The carer needs to have a service contract