Use this guide when you are signposting a client from their own Case Management profile. A signpost sends the client information about one or more services so they can contact the service themselves.
This is different from the Services directory journey, where you find a service first and then search for the client. Starting from the client keeps the signpost connected to that client's record, and lets you add several services in one message. It is also different from Log a signpost, which only records something you have already done and sends nothing.
Signpost a client
In the Case Management sidebar, open Client cases.
Open the relevant client.
Select the client's Services tab.
Select Signpost. The Send a signpost dialog opens and shows the client's name and GP surgery.
Choose how it is sent
Under How should this signpost be sent?, select Email or WhatsApp. Email is selected for you.
WhatsApp only appears if your organisation has WhatsApp switched on. If it is switched on but the client has no phone number, the button cannot be selected and you will see: WhatsApp is unavailable: this client has no phone numbers on their record. Add one on the Profile tab first.
Add the services
Under 1. Add services to your signpost, type into Search for services... and press Enter.
Select Add beside each service you want to include.
If the service is not in the directory yet, select + Create service to add it first.
Until you add a service, the review section shows No services added yet. Search above and add services to this signpost.
Review the signpost
Under 2. Review your signpost:
Check each service and its provider.
Select Notify service provider if that service should be told you have signposted this client. Leave it clear if the client will make contact themselves.
Select Remove to take a service out again.
Check the count line, for example 2 services will be sent with this signpost.
A WhatsApp signpost can include up to 10 services. If you add more, you will see A WhatsApp signpost can include at most 10 services. Remove some, or send by email. and Signpost now cannot be used until you remove some services or switch to email.
Personalise the message
Under 3. Personalise your message:
If you are sending by email
Check the address beside Email to. If the client has no email address, you will see This client has no email address on file. Add one on the Profile tab before signposting. and you cannot send until an address is added on the Profile tab.
Subject is filled in for you as Have a look at these services. You can change it.
Email content is filled in for you with a short message, your name and your organisation. You can edit it.
Leave the line that says This will be replaced with the service links. Please do not delete this part! where you want the service links to appear. If you delete it, Joy warns you that the links will be added to the end of the email instead.
If you are sending by WhatsApp
Under Send WhatsApp to, choose which of the client's numbers to use. Every number on their record is listed.
Read the Message preview. WhatsApp uses an approved template, so the wording cannot be edited. The link in it opens a page listing every service you selected.
Record the details
At the bottom of the dialog:
Time spent (min) records how long this took. It is set to 10 minutes; change it if needed.
Client case links the signpost to a case. Leave it on the case shown, choose a different one, select No case, or select New case to open a fresh case for this signpost.
Send automatic reminder is optional. It reminds the client after 3 days.
Add to clinical record is only available if this client has a clinical system linked. If they do not, it is greyed out and marked (no clinical system linked). When it is available, select the SNOMED CT codes to file with it.
Send it and check it went out
Select Signpost now.
Wait for the confirmation message. It names the outcome, for example Signpost — Sent, and explains what is known about the delivery. Email is confirmed as accepted by the mail server rather than as read by the client; WhatsApp can also confirm delivery.
Each service you signposted now appears in the client's Services list with the status Signposted - awaiting response, and the signpost is recorded in the client timeline.
If the confirmation says the signpost was not sent, nothing reached the client. Check the email address or phone number on the Profile tab and try again.