JoyConnectWeb User Guide

It is designed to sit alongside the work you are already doing, not get in the way of it.

In a busy consultation or patient review, there is often more that could be considered than there is time to explore. A patient may come in for one reason, but there may be wider needs sitting in the background: loneliness, low mood, money worries, housing pressure, low confidence, difficulty getting active, caring responsibilities or increasing use of healthcare.

JoyConnectWeb helps bring some of that wider support into reach.

You can use it to find local services, refer patients, signpost by email or WhatsApp, view previous activity, complete Health Checks, create notes with JoyNotes and, where enabled, review Proactive Care opportunities.

The aim is simple: make it easier to connect patients to the right support, at the right moment, without adding unnecessary work to your day.

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With JoyConnectWeb, you may be able to:

Not every user will see every feature. What you can access depends on your organisation, role and setup.

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Some users work directly alongside EMIS or SystmOne. Others work in settings where a clinical system is not open or not available.

JoyConnectWeb is designed to support both types of experience.

JoyConnectWeb may be able to:

You may still be able to:

The main difference is that some clinical-system-connected features, especially automatic patient retrieval and fileback, may not work in the same way.

If JoyConnectWeb is in standalone mode, that does not necessarily mean something is wrong. It may simply mean you are using a lighter workflow, or that EMIS/SystmOne is not connected at that moment.

Depending on your setup, a patient may appear automatically from EMIS or SystmOne, or you may need to search manually.
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You may be able to search by:

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Once the patient is loaded, JoyConnectWeb uses that context to support service search, referrals, signposting, activity history and other enabled features.

If you switch patient, always check that the correct patient is shown before completing a referral, signpost, Health Check, note or fileback action.

The Marketplace helps you find local support for a patient.

You can search by need, service type or keyword.
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You may also be able to filter by location, radius, category, price or sorting preference.
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Useful checks when searching:

Service results should be treated as support for your judgement. Open the service details and check whether the service is suitable before referring or signposting.

A service detail page gives you more information about the service and what action you can take.

You may see:

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If a service does not look right for the patient, go back and choose another service or adjust your search.

If a service accepts referrals through JoyConnectWeb, you can use the Refer action.

The referral form may already contain some patient information. You should still review it before sending.

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Before submitting, check:

Once the referral is sent, you should see a success message. Where enabled, the referral may also appear in Activity and file back to EMIS or SystmOne.

Signposting lets you send information about a service to the patient.

Depending on the patient’s contact details and consent, you may be able to signpost by:

WhatsApp is only available where the patient has a valid UK mobile number and the required digital contact consent.

If WhatsApp is not available, it does not necessarily mean something is broken. The patient may not have the right contact details or consent recorded.

Quick Fill helps reduce typing when a referral form needs information that JoyConnectWeb already knows.

It can be especially useful for external referral forms where a full integration is not available.

Quick Fill should make the form faster, but it is not a replacement for review.

Before sending anything, check that:

You remain the final check before the referral is submitted.

The Activity tab shows what has already happened for the patient in Joy.

You may see:

Use Activity when you want to know whether something has already been done for the patient.

This is especially helpful when several people or organisations may be supporting the same patient.

The Health Check tool helps capture structured health check information and connect it to action.
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After completing the form, JoyConnectWeb may suggest relevant services based on the patient’s answers.

That means the Health Check is not just a form. It can become a route into practical support.

You may see states such as:

Before saving or filing back, review the information and make sure it belongs to the correct patient.

JoyNotes helps create consultation notes.

You can record a consultation or paste a transcript. JoyNotes then creates a note based on your selected level of detail.
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You may be able to choose:

JoyNotes may also suggest relevant services where the conversation identifies wider needs, such as loneliness, low mood, housing stress, financial pressure or difficulty getting active.

JoyNotes is there to help, not to take over. Always review the note before filing it back.

If recording is not available, check microphone permissions or use the transcript paste option where available.

Proactive Care is designed to help spot patients who may benefit from earlier support.

Most of the time, you do not need to do anything.

When you open a patient record, Joy may quietly review the patient context in the background. If nothing relevant is found, it should not interrupt your consultation. If something useful is identified, Joy may show a short recommendation with a clear explanation and suggested local services.

The point is not to give you another task list. The point is to help surface something that may otherwise be missed.

You remain in control.

You can:

Triage is the follow-up list for Proactive Care opportunities that were not actioned straight away.

This means that if something is spotted during a consultation but not handled there and then, it should not be lost.

In Triage, you may see:

From Triage, you may be able to enrol the patient, open suggested services, send selected services, archive the case or review more detail.

Triage is useful for teams who want to review opportunities weekly or outside the consultation.

All Cases shows what has already happened.

This may include:

Use All Cases when you need to check whether something has already been handled.

You may also be able to view WhatsApp conversations, summaries, services sent, case status and whether a summary has been saved to the medical record.

Where the patient has a valid UK mobile number and the required communication consent, Joy may send service information by WhatsApp.

JoyChat can help the patient understand and engage with the suggested services.

JoyChat does not provide clinical advice.
JoyChat does not manage emergencies.
JoyChat does not replace a clinician, GP, 111 or 999.

If the patient says something that suggests immediate crisis or risk of harm, JoyChat should direct them to urgent help and the case should be surfaced as a safety concern.

If you see a flagged conversation, review it according to your local safety and escalation process.

The ROI / Outcomes area helps teams understand whether interventions are making a measurable difference.

A user may log that an intervention happened without needing to use a full case management workflow.

Where data is available, Joy can then help compare what happened before and after the intervention.

This may include:

Outcomes should be treated as insight, not as a clinical instruction.

If data is missing, incomplete or too recent, the system may show an insufficient-data state. That is expected. It is better to show that data is not available than to imply certainty where there is none.

Provision Gaps helps teams understand where people are looking for support but suitable services may be missing or hard to find.

For example:

Provision Gaps is most useful for service managers, commissioners, implementation teams and VCSE partners.

It should not be treated as a clinical recommendation for an individual patient. It is a planning and insight tool.

JoyConnectWeb is designed to support users, not replace clinical judgement.

It does not:

The safest way to use JoyConnectWeb is to treat it as a support layer: useful, fast and practical, but always subject to professional judgement.

The older desktop product was useful, but harder to change quickly and safely. JoyConnectWeb provides a more flexible web-based foundation for faster improvements, safer fixes and a better user experience.

They are now much closer together. The new product supports both fuller clinical-system-connected workflows and lighter workflows for users who may not be working directly inside EMIS or SystmOne.

Some features are controlled by organisation setup, permissions or feature flags. For example, Medical Records, Health Checks, JoyNotes, Proactive Care, ROI / Outcomes and Provision Gaps may not be enabled for every user.

Check the patient location, user location, radius, filters, category selections and search term. A narrow radius or active filters may hide results.

The patient needs a valid UK mobile number and the required digital contact consent. If those are missing, WhatsApp may not be available.

If the opportunity is not actioned, it should move into Triage where it can be picked up later.

Triage is the list of Proactive Care opportunities that still need review or action. It prevents patients from being forgotten when something was flagged but not handled during the consultation.

All Cases shows what has already happened, including referrals, signposts, health checks and proactive care interventions.

No. JoyChat supports engagement with suggested services. It does not provide clinical advice or emergency support. Crisis or clinical advice requests should be redirected to appropriate urgent or clinical routes.

Users should treat recommendations as support, not instructions. The reasoning should be visible, and users should sense-check it before acting.

JoyConnectWeb is there to help you notice, connect and follow through.

It will not replace the care you provide. It should make that care easier to extend beyond the consultation, especially where the right local support could make a meaningful difference for the patient.

When in doubt: check the patient, review the recommendation, use your judgement and follow your local process.