If you use a rostering system that integrates with Access Care Planning, such as Access Care Rostering or Access People Planner, we recommend that you create the service user within the rostering system. This ensures that the information is synchronised with Access Care Planning. However, if you create the service user directly in Access Care Planning, the data will not integrate back into the rostering system. Here's a handy guide to adding a service user to Access Care Rostering.
Creating a service user directly in ACP
To create a new service user directly in Access Care Planning, follow these simple steps:
Click the three-line menu.
Select the service that the service user is under.
Click New Case, then click Create Client.
Fill in their first and last name and the branch.
Click Next.
Fill out all relevant information.
Click Next.
Add the employee groups or users you want to view the service user record.
Click Finish.
What happens when a service user is created by integration
When your rostering system creates or updates a service user, ACP receives the record automatically. The service user's name, branch assignment, and contact details are set by the rostering system. The record appears in ACP without any manual action from your team.
Because the record originates from an external system, some fields behave differently to records created directly in ACP.
Fields a Tenant Administrator can edit on an integration-created record: contact details, address, additional notes, care plan content, and role access assignments. These changes will remain in ACP and are not overwritten by the integration.
Fields controlled by the integration: the service user's name, the external identifier used by the rostering system, and the branch assignment are determined by the rostering system. If these are incorrect, the correction must be made in the rostering system first. ACP will update on the next integration sync.
⚠️ Important: Do not change the service user's name or branch in ACP if your system is integrated. The rostering system controls these values and will overwrite your changes on the next sync. Make corrections in the rostering system instead.
For guidance on what to do when an integrated record arrives in the wrong service or branch, or when duplicate records appear, see Managing service user records created by integration.