This guide will walk you through how Joy filebacks work and how case management notes appear in SystmOne. Youāll learn how the system identifies users, why certain names are displayed, and how adding a SystmOne username in Joy ensures clear authorship and visibility in the clinical record - all while remaining fully compliant with TPPās integration framework.
Background
When a writeback is submitted from Joy into SystmOne, the system records the name of the Gateway PC user associated with the writeback - even if they werenāt the individual who wrote the note. This is due to how TPPās integration processes operate and is standard across all third party systems. (See Image Below)
Why That Name Appears
When a user submits a note from Joy back to SystmOne, the system uses the Gateway PC to process the writeback. This is standard and defined by TPP. As a result:
The name of the person logged into the Gateway PC appears under āEntered byā
This does not reflect authorship
This information is used by TPP for audit and traceability, and cannot be removed or replaced
The key point: this is how TPP has designed the integration process, and Joy, like any other third party system, must follow their verified methodology.
Our Proposed Solution
To provide better visibility and ensure authorship is immediately clear to your clinical team and to patients, we strongly recommend that all CMS users in Joy (e.g. SPs or Link Workers) add their SystmOne username to their profile.
This small change improves how the writeback looks in the SystmOne journal entry - without disrupting the technical integrity of the process.
Once you add the SystmOne username to the CMS system ā this is how the writeback will look.
What This Change Does in SystmOne
When the SystmOne username is entered into Joy, the journal entry transforms from showing only two names to three distinct and clear names - making authorship immediately visible and trustworthy.
It also enables the initials of the CMS user (e.g. Social Prescriber or Link Worker) to display on the left hand side of the note entry. This is only possible once their SystmOne username has been added in Joy.
Example here:
This is an example of how the writeback to SystmOne will appear after the SystmOne username has been correctly added to the CMS (Joy) user profile.
On the far left, you can now see the initials of the CMS user (e.g. Courtenay) who has created the note. This provides an immediate visual indicator of authorship. So, in this escalation it will show Georgeās initials.
The top line shows three pieces of information:
o Surgery: followed by the name of the CMS user - this is the person who authored and submitted the note using Joy.
o Entered by: the Gateway user (e.g. Taryn in example), which reflects the user account on the Gateway device (this is required for audit tracking by TPP/SystmOne).
o Added by: the CMS user again - reaffirming that they are the one who wrote the note.
This means that the first name patients and clinicians will see is the person who actually wrote the note, rather than the Gateway ID user. This provides a clearer, more transparent, and clinically appropriate record of authorship.
The laptop icon on the far right confirms the entry was made via Joy, and any future edits will also clearly indicate who amended the record. This setup balances clarity, clinical traceability, and technical compliance with TPP's verified writeback framework.
Why the Gateway User Must Still Appear
Weāve had questions about removing the Gateway PCās across the practice entirely - however, we strongly advise against this. Hereās why:
The Gateway user provides a required audit trail for TPP, logging which machine or device initiated the writeback
Removing the Gateway user PCās would:
o Break the writeback pathway ā the system will scan for registered devices and more devices the better chance for it to form a quick/reliable connection
o Reduce reliability
o Increase the chance of failed writebacks
TPPās verified integration relies on this structure to meet information governance and audit requirements
While it cannot be removed, weāve now made it possible for your CMS userās name to appear first, ahead of the Gateway user ā resolving the original concern around visibility.
How to Add the SystmOne Username in Joy
Image1:
Image 2:
In the Joy CMS, click on āMy Organisationā in the left-hand menu
Find the relevant user and click āEditā
In the user profile window, scroll to the field āSystmOne username (case sensitive)ā
Enter the userās exact SystmOne username
Scroll to the bottom and click āSaveā
Thatās it - this only needs to be done once, and the userās name will begin displaying correctly in all future journal entries.
Summary & Our Recommendation
By adding the SystmOne username to each Joy user profile:
The CMS userās name appears clearly and first in the record
Authorship is immediately visible to clinicians and patients
The Gateway user remains for audit purposes (as per TPPās framework)
You maintain a fully compliant and robust writeback connection