Every referral and signpost you make or log for a client is listed on the client's Services tab. Use this guide to keep that list accurate: updating a status, leaving a review, archiving services that are finished, and checking the client's details while you work.
This guide is about services that are already on the client's record. To add one, use Refer, Signpost or + Log.
Open the list
In the Case Management sidebar, open Client cases.
Open the relevant client.
Select the client's Services tab.
If nothing has been recorded yet, you will see No services linked to this client yet.
What each row tells you
Each row shows:
the service name, with the current status beside it;
underneath, the provider, then how the service was linked: Referral, Signpost, Logged referral or Logged signpost. The "Logged" versions were recorded after the event and sent nothing;
a star rating, for example 5★, once someone has reviewed the service;
a status list, a Review button and an archive button on the right;
a tick box on the left, used for archiving several services at once.
What the statuses mean
The status list offers:
Accepted — the service has taken the referral on.
Declined — the service will not be taking it on.
Awaiting response — sent, nothing heard back yet.
Please review — flagged for someone to look at.
Reviewed — someone has been through it.
Attended — the client went.
Not attended — the client did not go.
Archived — finished with; kept for the record.
Signpost accepted — the client took up the service you signposted.
Signpost declined — the client decided not to.
Not signposting — the signpost is not going ahead.
Signposted - awaiting response — signposted, nothing heard back yet.
Referrals normally start at Awaiting response and signposts at Signposted - awaiting response.
Older records brought over from the previous system may show a status that is no longer offered, such as Referred, Engaged or Completed. That status is shown greyed out as the current value; picking any status from the list replaces it with a current one.
Update a status
Find the service on the list.
Choose the new status from the list on that row.
The change saves straight away, and the row updates. Each change is added to the client's timeline, so the original referral or signpost record is never overwritten.
Leave a review
Use a review to tell colleagues how well a service worked for a client.
Select Review on the service's row.
In Review: [service name], choose a star rating from one to five.
Add anything useful in Optional comments.
Select Save review.
You will see Review saved, and the star rating appears on the row.
Archive and restore
Archive a service when it is finished with. Nothing is deleted: archiving only takes the row out of the everyday list.
To archive one service, select the archive button at the end of its row.
To archive several at once, tick the services and select Archive [number] at the top of the tab. The button only appears once something is ticked.
To see archived services again, tick Show archived. Archived rows are shown faded.
To bring one back, tick Show archived and select the restore button at the end of its row.
Check the client's details while you work
Providers often ask for a date of birth or an NHS number while you are on the phone. Select the View client details button at the top of the tab to open a summary of Key details to quote while referring.
It shows Known as, Date of birth, NHS number, Phone, Email, Address, GP surgery and Consent.
The panel is read-only. To change any of it, close the panel and edit the client's Profile tab.