User Guide — Carer Workbench

Once, on each computer or tablet you use. It needs an internet connection for this one step.

1. Open the Carer Workbench. The Activate your workbench box appears.
2. Type The email address you bought with. Capital letters don’t matter.
3. Type Your activation code — the 24 numbers from your welcome email. The dashes appear by themselves.
4. Press Activate.

Your phrase locks every record in the workbench on this device. Nobody else can open them without it — including us.

1. In Set up your workbench, type a Passkey phrase of a few words you will remember. It needs at least 8 letters or numbers. Capital letters, spaces and punctuation don’t matter.
2. Type it again under Confirm.
3. Type Your name as it should appear on reports.
4. Press Create workbench. A short welcome offers this guide.

From now on the workbench opens at Unlock your workbench: type your phrase and press Unlock (or Enter).

Your 3-digit routing code is how a patient’s report finds you. It goes on every report they send.

1. Open the Carer Info tab.
2. Check your Full name and Preferred name, and add your telephone and email.
3. Type your Routing code (3 digits) — for example 012. Use all three digits, including any leading zero.
4. Look at Reporting & alert configuration. The usual settings are already filled in:
   • Expected report cadence (days): 7 — one report a week.
   • Overdue grace (hours): 24 — how late a report can be before it counts as missing.
   • Alert acknowledge target (minutes): 240, and Alert resolve target (hours): 48 — your own time targets for working alerts.
5. Press Save carer details.
6. Optional: under Escalation email, add the address of a manager or clinician, and a short message. It is used by the Escalate by email button on an alert. It is saved by the same Save carer details button.

Done once per person, ideally in person. Three things must match exactly, or their reports cannot reach you or be opened.

1. Give them your carer code and their patient code, and help them type both into their Health Record.
2. In their Health Record, tick A carer or care team is involved and enter your name and email address, so their Carer Report is addressed to you.
3. Ask them to create their passkey phrase, and to tell it to you in person or by phone.

The Health Record has its own User Guide for the patient’s side of all this.

1. Open the Patients tab and press + New patient.
2. Type their Full name. Under it, Telephone and Address are optional: leave them blank and the ones in their Health Record arrive with their reports, or type the number you call them on.
3. Type their Patient code (6 digits) — the same code they typed into their Health Record.
4. Add their Date of birth. It is optional, but the workbench uses it to check each report is the right person.
5. Leave Status at Current and choose a Monitoring priority: Normal, Enhanced or Priority.
6. Optional: Your notes about this person — things to remember every time, such as “Prefers afternoon calls”.
7. Press Create patient. Their page opens.

If the doctor has given a range for a reading — a blood pressure target, say — the workbench can flag readings outside it and raise an alert.

1. On the person’s page, find Normal ranges (set by you) and press + Add a range.
2. Choose the Measure — for blood pressure, the top number and the bottom number are separate ranges.
3. Type the Lowest and Highest values, in the units their Health Record uses, and press Save range.

Each week the person presses Carer Report in their Health Record and emails you the file.

1. Save the email’s attachment (the file ending .scj) to your device — usually your Downloads folder.
2. In the workbench, open Patient Reports and press Import a Carer Report (.scj). Choose the file.
3. The first time for each person, A locked Carer Report asks for their passkey phrase. Type it. Capital letters, spaces and punctuation don’t matter.
4. Leave Remember it for … ticked, so their next reports open by themselves. The phrase is kept inside your workbench’s own locked store.
5. Press Open the report. It appears under Received.

Every report moves through the same stages. The status chip on each row tells you where it is.

1. ReceivedImported, not yet checked.
2. ValidateThe checks run.
3. Ready or RejectedReady can be processed; Rejected needs you.
4. ProcessedThe week is in their record.

1. On Patient Reports, open Received and press Validate all received (or Validate on one row).
2. Each report becomes Ready or Rejected. The Validate list shows how many problems of each level each report has.
3. Click a report in the Validate list to see exactly what the file contains and every problem found.

What is checked

Blocking and Error stop a report being processed. Warning and Information are there for you to notice, and don’t stop it.

The Rejected list shows one row per problem, with three choices beside it.

The most common problems, and the fix

The three buttons

• Correct — type the right value and a Reason, then Save correction & re-validate. The original file is never changed: your correction is kept over it, with your name, your reason and the time. Correct can fix the codes, name and date of birth on a report. For anything else, ask for the report again.
• Resubmit — records that you have asked the person to send it again. It does not contact them: phone or email them yourself. When the new file arrives, import it as usual.
• Cancel — with a Reason. The report is set aside as Cancelled and kept on file.

1. Open the Process list and press Process all ready (or Process on one row).
2. A Processing receipt shows what went into each person’s record and how many alerts were raised. Press Done.

Processing records every dose (taken or missed), every reading, every check recorded in words, every note the person wrote, and their latest emergency and health information. It then raises any alerts (step 12).

The Alerts tab is your work queue, most urgent first.

What raises an alert

Working one

1. Press Ack when you have seen it, so it stops counting against your acknowledge target.
2. Click the alert for everything else: Start (you are working on it), Escalate (you raised it with a manager or clinician — write who and why), Escalate by email (opens an email to your escalation address), or Dismiss (a false alarm, with a reason).
3. When it is dealt with, press Resolve, choose What did you do? and add notes.
4. If you need to check back, tick Create a follow-up to check back, write Follow-up — what to check and pick a Follow-up due date. It then appears on the person’s page (step 13).

The Targets column says on time, ack overdue or resolve overdue, against the targets on Carer Info. That is a workload flag for you — not a medical emergency.

Click a name anywhere to open their page. Everything about them is here.

• Under their name: their phone (tap to call), their address and your notes about them.
• Edit patient and Edit scheduling (next call, next visit, next review). The dates are coloured: red — overdue, amber — today, green — next working day, here, in the register and on the printout. Patient report (print) prints a care summary with their contact details.
• Emergency information — as received in their latest report — with Emergency sheet (print). Profile complete shows how much of it they have filled in.
• Follow-ups — things to check back on, each with its date, coloured the same way. Press + Add follow-up to add one (what to check, when, and any note), and Done when it is checked. The soonest one also shows under their name in the register, and any due today or overdue appear in Needs attention now.
• Notes from the patient — their own words, newest first. Press Mark all as read when you have read them.
• Medications & adherence — each medicine with doses taken and missed. Press Mark critical on any medicine whose missed dose you must hear about at once: a Critical medication missed alert is then raised for every missed dose.
• Latest vital readings, Normal ranges (set by you) and Other checks (recorded in words) — pain, mood, symptoms and falls.
• Carer observations — your notes about the person. Press + Add observation: when, type, severity, and what you noticed or did.
• Report history — every report received, with View.

• Carer Summary — open alerts, reports waiting, rejected reports, people overdue for a report, and the medication taken rate. Click a tile to go straight to that list. Needs attention now lists the most urgent items, including follow-ups due today or overdue.
• Management Reports — the measures across everyone you look after: reports received on time, validation, alerts within target, medication taken and more. Press Print / save PDF, or Export data (CSV bundle) for a zip of spreadsheet files.

• Backup (top bar) saves an encrypted file, carer-workbench-backup-YYYY-MM-DD.cwb, to your Downloads folder. It is locked with your workbench passkey phrase. Make one at the end of each working session and keep the files somewhere safe.
• Lock (top bar) closes the workbench until your phrase is typed again. Use it whenever you step away. Give it a second after your last change before you press it.
• Restore from backup (Carer Info tab) brings a backup back — for example on a new computer. It asks for the phrase that backup was made with, and it replaces everything currently in the workbench.

Going away with only your tablet or laptop, or changing computers? Send your workbench to yourself by email, locked with your passkey phrase.

1. Press Send my records to another device.
2. Press Send by email (or another app), choose your email app, put your own email address in To, and send. No such button? Press Save it and write an email, then attach the file from your Downloads folder.
3. On the other device, open the Carer Workbench. The first time, activate it with the same email address and code and set it up with the same passkey phrase.
4. Open the email there and save the attachment: on an iPhone or iPad tap it, then Share, Save to Files, Downloads; on Android tap the download arrow; on a computer, download it.
5. On Carer Info press Restore from backup, choose the file in Downloads, and type your passkey phrase.

1. On Carer Info, press Load demo data. Five fictional people appear, with their reports, alerts and notes. A yellow banner says demo data is loaded.
2. On Patient Reports, Add a demo report and Add a demo problem report send you fresh practice files, locked just like real ones. The problem report is addressed to the wrong carer code, so you can practise fixing a rejection.
3. When you are done, press Remove demo data on Carer Info.

• Unlock the workbench.
• Alerts tab: press Check for overdue reports. Phone anyone whose report is missing.
• Save each emailed .scj file, then Import a Carer Report (.scj).
• Validate all received. Fix or follow up anything Rejected.
• Process all ready, and read the receipt.
• Read each person’s new notes and press Mark all as read.
• Work the alerts: Ack, act, Resolve. Add a Carer observation for anything you did.
• Check Needs attention now for follow-ups due today, and press Done on each one you have checked.
• Once a week: Management Reports → Print / save PDF.
• Backup, then Lock.