When you log in to a double-up visit, you have the option to log in as the primary or secondary employee. This ensures that activities are not completed twice and that they sync correctly.
⚠️ Important: Both the primary and secondary carer must log in to the visit and complete visit notes before ending the visit.
Log in to the visit
📌 Note: Before starting the call, agree who logs in as primary and who logs in as secondary.
Primary carer
When you select the primary carer option during a visit, this allows you full visibility of all the scheduled activities, and it is your responsibility to complete all of the activities.
Secondary carer
When you select the secondary carer, you can view all the activities but cannot complete them. However, you can complete visit notes and access the service user's case file.
Multiple primary users
If needed, multiple users can log in as the primary user. All users interact with the same set of activities. Provided that each user syncs their device regularly, they'll be able to see updates and actions taken by others in real time.
If two users attempt to mark the same activity as complete or incomplete before syncing:
The system will assign the activity to the user who completed it first.
The second user's action will be recorded in reports with a system-generated note, such as: 'Example User Marked as Completed'.
How carers find out who else is on the visit
When a multi-handed visit is assigned to more than one carer, each carer can see details of the other carers on the visit screen once they have both checked in.
The visit screen shows the names of the other carers assigned to the same visit. If the "Show Other Carer Phone Numbers in Multi-handed Visits" tenant preference is enabled, the phone number of each other carer is also displayed. This allows carers to contact each other without needing to leave the app.
To enable phone number sharing for multi-handed visits:
Click the three-line menu and select Configuration.
Click Tenant, then click Preferences.
Under App preferences, find Show Other Carer Phone Numbers in Multi-handed Visits?
Set this to Yes.
Click Update.
Ask carers to sync their devices for the change to take effect on mobile.
Phone numbers are pulled from the carer's employee record. If a carer's number is not showing on the visit screen, check that a phone number has been entered on their employee record in ACP.
📌 Note: Carer details including phone numbers only appear on the visit screen after both carers have checked in. If one carer has not yet started the visit, their details will not be visible to the other.
Switch from secondary to primary
If a situation arises during a visit where a secondary user needs to take on the primary role, they can do this by following these simple steps:
On the visit screen, locate the Logged as section.
Click on Secondary to switch to Primary view.
📌 Note: While a secondary user can switch to primary at any time, a primary user cannot revert to secondary. This ensures that all activities are completed consistently throughout the visit.