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 |