Topic |
Situation |
Solution with nooa |
Staff meetings
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- Minutes are taken by hand, typed up and sent to everyone by email, often to private accounts.
- A copy is also printed and pinned to the bulletin board. This copy is later archived in a binder “Meeting minutes”.
- Staff that miss the meeting have to sign their name on a separate list to confirm review.
- During inspections, archived minutes and signature lists are pulled together from a number of different binders.
- Relevant information is not always at hand or time-consuming to dig up.
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- Minutes are directly typed in nooa, using # to mention service users and @ to mention individuals and teams.
- Integrated read receipts and full searchability mean everyone is effortlessly kept up to date, information is shared with the right people and found with a single click.
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Policies & procedures |
- The QA manager announces a new fall prevention guideline.
- This is printed and laid out in the break room, along with a signature list.
- After two weeks, the QA manager follows up with everyone who has not signed off their name.
- The guidelines are archived in the “Quality assurance” binder.
- When staff want to review the guidelines, they need to find the QA manager and ask to see a copy. Alternatively, they can ask for a copy via email, which is often sent to a private address.
- When the guideline is updated, the QA manager needs to edit the word document, re-announce and re-print it.
- Staff is confused since two versions are now circulating and repeatedly approach the QA manager for clarification.
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- The QA manager announces a new fall prevention guideline and posts it, making it accessible to the respective teams.
- Integrated read receipts guarantee compliance, combined with individual mentions to reach the right person or team using @.
- Changes are automatically updated, with the guideline fully searchable and easy to find on any device.
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Shift & rota planning |
- The latest shift plan is posted in the shift planning app.
- Additionally, it is printed and handed out to every member of staff.
- A carer notices that shifts have been planned during her approved time off and talks to the shift planner.
- After review, the shift plan is updated, posted and printed again, with everyone receiving a new copy.
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- The latest shift is posted to nooa.
- Missed time off is simply commented, with the shift planner mentioned with @.
- The old shift plan is updated, affected staff members notified, and business continues as usual, with all shifts plans fully searchable and accessible from any device.
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Incident & complaint management |
- Mr. Brown’s son notices that his father’s toothbrush has gone missing since his last visit a week ago. This needs to be remedied immediately.
- He calls the general phone line and lodges a complaint.
- The receptionist records all the details on a form, then places it on the care manager's desk.
- A week later, Mr. Brown calls and angrily expresses his outrage to the care manager that the situation has still not been resolved.
- The care manager never saw the complaint and did not know about the issue until now.
- Too late - Mr. Brown’s son is resolved to lodge a formal complaint with management as well as the CQC.
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- The receptionist lodges the complaint and mentions the care manager with @, who promptly assigns a task to a staff member to bring Mr. Brown a new toothbrush.
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Care notes & handovers |
- A carer is unsure if the dosage of the medication has been increased for Mrs. Jones since the doctor’s last visit.
- She tries to get a hold of the care manager, but only reaches her answering machine.
- Later that evening, the care manager sends her a short reply via WhatsApp, “Yes, dosage increased to 4 units”.
- The next day, the carer increases the dosage and documents it.
- When Mrs. Jones' son visits, he notices his mother is unwell and asks why the dosage has suddenly increased.
- The carer is unsure and has trouble pointing to a late-night WhatsApp message as proof.
- The son decides to escalate the issue to the CQC, citing grave concern for his mother’s well-being.
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- Following the doctor’s visit, the care manager posts a short message for the carers with the increased dosage and the doctor’s note as proof, mentioning Mrs. Jones with #.
- Once carers pick up their shift, they immediately see the note and act accordingly.
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