Action Board: Service Review

Action Board: Service Review

Overview

The Organisation's staffs provide service to clients and it is essential to know that they give best quality service.

The management portal allows users to review a booking and create feedback thru notes or forms. This helps to make sure that the service provided aligns with the Organisation's rules & procedures. This also ensures that the service given is always of best quality and all clients receive the same quality of service. More importantly, coordinators can use the Service Review Board to double-check before doing export, and to approve booking to make them available for export.

The management portal also allows users to send message(s) to staff(s) if they need to start a conversation with them. A handy feature if one needs to speak directly to a staff and relay information.

Display of Service Review Action Board

Filters and tools

The Action Board has a series of tools, including

  1. Group by: options are Client, Leave Type, and Care Manager.
    1. Level 1
    2. Level 2

  1. View options
    1. Day
    2. Week
  2. Date - calendar
  3. Filters
    1. Client
    2. Client Coordinator
    3. Service
    4. Service Category
    5. Client Funding Type
    6. Team Member
    7. Team Member Role


Attributes of services

The attributes of services include
  1. Client name
  2. Client org ref
  3. Staff name
  4. Date of service
  5. Service name
  6. Interruptions - shows the interruptions if the service is a sleepover
  7. Scheduled start - scheduled start time of the service booking
  8. Cancellation reason - shows the reason of cancellation if booking is cancelled
  9. Tardiness - represented by a number to check if check in late or early, if the number is negative, it will be shown with a thumbs down icon to suggest that the staff member checked in late to the booking
  10. Scheduled duration - scheduled time duration of the service booking
  11. Duration difference - difference between the scheduled duration and actual service duration
  12. Bill time - duration of time for billing
  13. pay time - duration of time for paying
  14. Location - it does not just show the address of where the service is provided, but it shows a number that indicates how far the check-in location is from the planned location. Clicking on the number will lead you to Google Map to see the travelling route.
  15. Travelling with Client
    1. TWC KM - in KM
    2. TWC MIN - in minutes
    3. TWC BILL
    4. TWC PAY
  16. Call Out Distance
    1. COF KM
    2. COF MIN
  17. Line items invoice # bill - any line items that are added to the service booking

Actions

The actions the user can take against the bookings include
  1. Approve booking
  2. Cancel approval
  3. Delete approval
  4. Add case note
  5. Send message - send message to the assigned staff member on this booking

Why and how to review a service booking

As introduced in the overview of the article, coordinators can use the Service Review Board to double-check bookings before doing export, and to approve bookings to make them available for the export. If you are interested in finance processing, please read this article: Typical Finance Processing - Invoice, Claim, Receipt and Statements.

There are different ways and means to do Staff Reviews and send Feedback as introduced above.

            

One is through the Service Review board where users can review bookings that happens during a particular day or week. Just scroll to the right most part of the view and under Actions column, users can add case notes or send messages to staff. Users can also modify the booking by clicking on the Service/Booking name.

Approve a service booking

Approving bookings make them available for the finance export. If you would like to approve a service booking, please follow the steps below:
1. Navigate to Actions -> Service Review


2. Find the service entry that you are looking for, drag the scroll bar at the bottom to the right.


3. Click on the first icon in the Actions bar to approve the booking.


4. Click on Approve on the pop-up window to confirm your approval.


5. With a notification of successfully approving the booking, the booking entry disappears from the current view.


Undo approval of booking

6. Click on the filters to add Approved Bookings to the display list.


7. The booking now appears, with the Undo Approval icon activated. Click on the Undo Approval icon.


8. Click on Undo on the pop-up window to confirm your action.


9. With a notification of successfully undoing the approval, the booking entry disappears from the current view.


10. If you would like to see the booking entry again, click on the filters to first unselect the selected filters and add Not Approved (All Past) to the display list. By doing so, the booking entry will show up again.

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