A — New Facilities < Solution < Care Homes

Care Homes —> Solution —> A — New Facilities

a) New Facilities

A new facility can establish good records and routing habits before workarounds become routine. Begin with a small, safe operating model that works on paper and in low-connectivity conditions, then add public web guidance and approved digital coordination where justified. The public website should explain services, hours, contacts, rights, accessibility and how to request help; it must not expose individual cases.

Describe the Situation

At opening, roles, forms and service pathways are still being defined. The facility has an opportunity to agree how a request is received, assigned, handed over and closed, and how the patient or authorized carer is informed.

Area	Starting point
Records	No established record set, identifiers or retention routine
Teams	Roles and escalation contacts are being appointed
Technology	Devices, connectivity and support may be limited
Public website	Opportunity to publish accurate, non-confidential service information
Migration goal	Launch a simple, consistent process before scaling tools

Implementation Challenges

Common challenge	Systems engineer can add value	DAWN process team can add value
1. No agreed minimum record set	Map information flows and propose simple, maintainable templates	Facilitate agreement on what each role must record
2. Unclear team responsibilities	Define routing fields and role-based queues in the approved tools	Help name owners, deputies and escalation paths
3. No patient or resident identifier convention	Configure a facility-approved reference scheme without exposing identity in public tools	Ensure staff can apply it consistently at intake and handover
4. Inconsistent intake across services	Build a public “how to access services” page and internal intake template	Align intake questions with actual service pathways
5. Low or unreliable connectivity	Design a paper-first process with a safe later-entry option	Practice offline intake and reconciliation procedures
6. Staff unfamiliar with documentation	Prepare accessible blank templates and quick-reference guidance	Provide role-based orientation and coached practice
7. Unclear patient/carer communication	Provide approved message templates with recipient and verification prompts	Define who communicates what, when and in which language
8. Sensitive data could enter the public site	Separate public content from confidential record locations and review publishing controls	Train contributors on redaction and publication approval
9. No backup or continuity routine	Document approved backup, restore and outage arrangements for each system	Assign responsibility and rehearse continuity procedures
10. Process grows faster than governance	Keep the website and workflow components modular and documented	Establish review cadence, change approval and learning backlog

Worksflows in Migration

Start with the approved paper record and team-routing process. Publish only public service and process information on Spring. As approved digital tools are introduced, transfer process documents and blank forms first; do not bulk-import identifiable records into the website.

Step	Workflow	Required check
1	Agree services, roles, record types and escalation routes	Clinical and facility leads approve the scope
2	Create paper forms and a handover register	Test readability and use during a simulated shift
3	Publish public service pages and approved guidance in Spring	Review every page for personal or confidential data
4	Set up approved internal tools and templated requests	Confirm access roles, retention, backup and support
5	Pilot one service and one handover cycle	Confirm routing reaches the intended owner and recipient
6	Review errors and staff feedback before wider launch	Record changes and assign owners

Workflows and Operating Procedures

Establish a repeatable request-to-action process from the first day. Keep a paper fallback available and make the source of truth clear for each record type.

Procedure	Minimum operating rule
Intake	Date and identify the request using the facility-approved method; determine urgency
Assignment	Route to a named team or role, then name an individual owner and due time
Notification	Notify only the relevant team; send patient/carer updates only after authorization and destination checks
Handover	Outgoing and incoming staff review open actions and confirm acceptance
Closure	Record the outcome in the authoritative record; close an administrative task only after verification
Public information	Publish approved generic guidance, contact routes and service updates only

Medical Related Workflows

Medical records remain in the facility’s designated clinical record system, whether paper or an approved digital product. Spring may publish general clinic information, approved patient education and referral instructions; it must not collect or display patient-specific symptoms, diagnoses, treatment details or appointment lists.

Workflow	Safe routing pattern
New clinical concern	Direct immediately to the designated clinician or emergency pathway; do not leave it in a general work queue
Routine follow-up	Record in the clinical system and assign a responsible role and review date
Patient/carer update	Confirm identity, authorization, preferred contact route and minimum necessary information
Referral	Send the required clinical information through an approved channel and record receipt/follow-up
AYUSH or other service	Keep documentation and decisions within the relevant qualified practitioner’s approved workflow

Name	About	Tags	Size
Solution	No About Set	#No Tags Set	2.90 KB
A — New Facilities	No About Set	#No Tags Set	5.80 KB
B — No Process	No About Set	#No Tags Set	5.40 KB
C — Good Paper Process	No About Set	#No Tags Set	5.71 KB
D — Chaotic Digital System	No About Set	#No Tags Set	5.85 KB