Multi-Branch Access is a feature in Access Care Planning (ACP) that enables Branch Administrators to manage and access multiple branches within a single user account. This enhancement eliminates the need for separate login credentials for each branch, streamlining workflows and improving operational efficiency for organisations managing multiple care locations.
What is multi-branch access?
Multi-branch access allows Branch Administrators to:
Access multiple branches with a single login - No more juggling multiple user accounts.
View and manage data across assigned branches - Consolidated access to customers, staff, and operations.
Maintain appropriate security - Role-based access control ensures data security across all branches.
Branch Administrator role
A Branch Administrator has access to the system within their assigned branches. This user can access reports, customers and employee accounts within their assigned branches, assign devices, and have visibility of tasks that belong to their branches.
Important: Branch Administrators have no access to data outside the branches they administer. Within their branches, they can see the customer list, visits, activities and reports without Role Based Access. To open a customer's case file, or to complete or not-complete an activity, they must also be added to the case (Role Based Access at Service level).
What's changed?
Previous functionality
Previously, Branch Administrators could only be assigned to one branch. If you managed multiple locations, you needed separate user accounts for each branch, which meant:
Multiple sets of login credentials to remember.
Switching between accounts to view different branches.
Duplicated user profiles and configurations.
New functionality
With Multi-branch access:
Single Account: One login for all your branches.
Primary Branch: Each Branch Administrator must have at least one primary branch assigned.
Secondary Branches: Additional branches can be assigned as needed.
Activity visibility
Branch Administrators can view activities for all customers in their assigned branches, without Role Based Access. Completing or not-completing an activity still requires them to be added to the case (Role Based Access at Service level), so the right people record care outcomes.
What hasn't changed:
Case files: To open a customer's case file and use its sections (care plans, amending visits, completing activities, forms and history), you still need Role Based Access at Service level.
Data Security: You only see data from branches assigned to you.
Account Functionality: All existing Branch Administrator capabilities work exactly as before.
Reports and Features: Access to reports, customers, employee accounts, and tasks continue to work the same way.
Manage branch assignments
Tenant Administrators can assign Branches to Branch Administrator accounts. Branch Administrators with multiple branches assigned can also assign Branches to other Branch Administrator accounts within their assigned Branches.
Creating a new Branch Administrator:
Navigate to Configuration.
Select Users.
Click Add New User.
Fill in user details such as name, email, etc.
Select Branch Administrator as the account type.
Primary Branch: Select the user's main branch.
Secondary Branches: Select additional branches from the multi-select field.
Configure permissions as needed.
Click Save.
Editing an existing Branch Administrator:
Navigate to Configuration.
Select Users.
Find and select the Branch Administrator account.
Click Edit.
Update Primary Branch or Secondary Branches as needed.
Click Save.
Important: When changing branch assignments, you'll receive a warning if there are conflicts with existing data. Review these carefully before proceeding.
Troubleshooting: Branch Administrator cannot see data across assigned branches
If a Branch Administrator has been assigned multiple branches but cannot see data in one or more of them, work through these checks before raising a support case.
Check 1 - Confirm Role Based Access is configured at service level. Branch assignment alone does not give access to case files. The Branch Administrator must also be added to the relevant role within the relevant service. A Tenant Administrator can check this by going to Configuration > Services > select the service > Roles, and confirming the Branch Admin's user or group is listed under the appropriate role. Without this, the Branch Admin can still see the customer list, visits and activities for the branch, but will not be able to open the customer's case file.
Check 2 - Confirm the secondary branch was saved correctly. After assigning secondary branches, go to Configuration > Users, open the Branch Administrator's record, and confirm the secondary branches are listed. If they are not shown, the save did not complete. Make the change again and save.
Check 3 - Ask the Branch Administrator to log out and back in. Permission and branch assignment changes are applied at session level. If the Branch Admin is still logged in from before the change was made, they will not see the updated access until they log out and log back in.
Check 4 - Check whether data is filtered by branch in the view they are using. Some sections of the web console include a branch filter dropdown. If the Branch Admin has selected a specific branch in the filter, data from other branches will be hidden. Ask them to clear the filter or select All Branches.
Check 5 - Confirm the service user or employee record is assigned to the correct branch. If a service user's record is assigned to a branch the Branch Admin is not assigned to, it will not appear in their view even if Role Based Access is correct. Check the service user's branch assignment in their record.
If all five checks are correct and the Branch Administrator still cannot see data, raise a support case via the Access Digital Assistant. Include the Branch Administrator's username, the branch names involved, and a description of what is and is not visible.
Use multi-branch access
Once configured with multiple branches, Branch Administrators will see branch filtering options throughout the system. Here's how it works in each area:
Dashboard
Use the "Select Branches" dropdown to choose which branches to view.
All assigned branches are available for selection.
Dashboard widgets display data for the selected branches.
By default, shows data from all assigned branches.
Live View
Use the branch filter to focus on specific branches.
Filter customers and visits by branch.
Select one or multiple branches to view simultaneously.
Data updates in real-time based on your selection.
Case Records
Opening a customer's case file requires Role Based Access at Service level.
You must have "View Case" permission at Service level to open a customer's case file. The customer list shows all customers in your assigned branches without it.
Customer Management
Customer List: Shows customers from all assigned branches.
Creating Customers: Select which branch to assign when creating new customers.
Editing Customers: Transfer customers between your assigned branches if needed.
Activities
You can view activities for all customers in your assigned branches.
Completing or not-completing an activity requires you to be added to the case (Role Based Access at Service level).
All customers from your assigned branches are available for selection when creating activities.
Create and manage activities for any assigned branch with appropriate permissions.
Visits
Visits from all assigned branches appear in your visit list.
Branch context is shown for each visit.
Use filters to narrow down to specific branches.
Handover
Select one branch at a time in the handover view.
Use the branch filter to switch between different branch handovers.
Reports
Reports automatically include data from all your assigned branches.
Available reports are determined by your tenant-level permissions.
Use report parameters to filter results by specific branches if needed.
Alerts
Receive alerts for service users across all assigned branches.
Manage alerts efficiently across multiple locations.
Configuration
Users:
View and manage users from all assigned branches.
Create new users within any of your assigned branches.
Users with "Is Shared" enabled are visible to you regardless of branch assignments.
Groups:
View all public groups in the tenant.
View private groups only if you are a member or viewer of that group.
When viewing group members, only users from your assigned branches are visible.
Devices:
View and manage devices from all assigned branches.
View devices with "Is Shared" enabled regardless of branch assignments.
Assign users from any of your assigned branches to devices.
Branches:
View all assigned branches in the configuration list.
Access settings for each assigned branch.
Understand Branch Administrator visibility
When Branch Administrators share common branches, they may see each other in user lists and group memberships. Here's how visibility works:
Shared branch access:
If you share at least one branch with another Branch Administrator, you'll see their name.
If they have access to branches you don't, those branches appear as asterisks (***).
This protects data security while showing they have additional assignments.
"Is Shared" Setting:
Some Branch Administrator accounts have an "Is Shared" setting enabled.
When enabled, their name is visible to all Branch Administrators regardless of shared branches.
This is typically used for coordinators or supervisors who need system-wide visibility.
Transitioning to Multi-Branch Access
For Existing Users
When Multi-Branch Access is enabled:
Your current branch becomes your primary branch.
Everything continues to work exactly as before.
Your Tenant Administrator can add secondary branches as needed.
All your existing data remains intact and accessible.
Frequently Asked Questions
Who can use Multi-Branch Access?
Only Branch Administrators can be assigned to multiple branches. Other account types (Tenant Administrator, Carer, Other User) are not affected by this feature.
How many branches can I have access to?
The system supports many branches per user. Your Tenant Administrator will assign branches based on your operational needs.
What happens to my current access when multi-branch is enabled?
Your current branch becomes your primary branch, and nothing changes until your administrator adds secondary branches to your account.
What's the difference between primary and secondary branches?
Your primary branch is your main assignment. Secondary branches give you additional access. In practice, you have the same level of access to all assigned branches.
Why do I see asterisks (***) for some branch names?
The asterisk appears when viewing another Branch Administrator who has access to branches you don't, and is not shared. This maintains data security.
Can I create customers in any of my assigned branches?
Yes, when creating a customer, you can select any of your assigned branches as their branch.
Will I receive more alerts with multiple branches?
Yes, you'll receive alerts for service users across all your assigned branches, providing comprehensive oversight.
Does this affect the mobile app?
No, this feature is specific to Branch Administrators using the web console. Carers using the mobile app are not affected.