The inbox will enable you to track and coordinate all issues and concerns raised against your clients - and most importantly it gives you a single place to view and respond to issues happening in real-time. You can add a concern directly from the agency hub as well as filter through alerts allowing you to work as efficiently as possible.

For those with the Essentials Package, the inbox will also include Actions. The Actions feature will allow you to schedule a manual action, assigning this to a member of the team to be completed by a set date. This is handy for monitoring back-office jobs and keeping track of important tasks. For more guidance on the actions feature, please see this article here.

How to get started with Inbox

Go to the Agency Hub and click on the Inbox tab at the top. Here you will see all the alerts raised by your care staff and by the medication manager.

Click on the Action needed tab to view the alerts you need to respond to. Click on the alert, you can update the severity of the alert and add a comment to say what actions you have taken.

How to resolve an alert


To resolve an alert, click on the alert you want to resolve and change its status to 'Resolved' with the drop-down menu and click 'Save changes'. The alert will automatically move to the resolved folder of your inbox.

If an alert needs additional work before resolving you can select 'in progress' which will move it to the in-progress folder.

How to resolve multiple alerts in Inbox

We’ve made it possible to select and respond to multiple alerts in Inbox. To do this, please enable the ‘Multi select’ toggle on the top of the Inbox tab.

This will take you into multi-select mode.

In this mode, you’ll then be able to select the alerts that require your attention and then update the severity and status for those alerts on the right of the screen.

Simply click 'Save changes' to apply to your selected alerts.


How to filter alerts

To find an alert, you can use the filters on the left of the page. You can filter by Date range, Group, Client and Carer. For those on our Essentials package, you'll also be able to filter Actions assignee.

Below those filters, you'll also be able to filter by the type and severity of the alert.

Those leveraging our actions and tags features can also filter by actions and tags, including action status and tag type.

To filter actions by assignee, for instance, click ‘More filters’, choose your 'Actions assignee' and tick the appropriate ‘Action status’ you wish to filter by.

How to create a new concern

You can manually create a concern, by clicking on ‘Add new’ and selecting 'Concern' at the top of the screen.

You can choose who the concern is for and who raised it. You can give details as to what the concern is about such as skin integrity, accident, incident or medication, and the severity.

When creating a manual alert from the Agency Hub, you can also choose to make them public or private giving you greater control over who can read certain concerns.


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