Q: What information is covered on reports? We need to know what is being captured so we are adding relevant data. 

A: The main information that feeds reports is taken from the referral form. Additionally, all Contacts, the Wellbeing Star and Goals are used for reporting purposes. As such, those data fields not mentioned, are used to communicate information, if required, amongst team members.


Q: Are the ‘duration’ and ‘attended’ fields essential? What effect does this have on reports?

A: 'Duration' is not required at the moment. 'Attended' is - to some extent. This informs the MIS reporting to state whether or not a specific Contact has been attended. Additionally, if a Contact has been attended, for example, an Initial Contact, the waiting list timer is stopped. However, not all Contacts require the attended field to be completed. The key Contact Purposes that should have their 'Attended' status updated are: Assessment / Outcome Star and Action Plan, Initial Contact, Review Goals and Progress.


Q: Does everyone need to capture their information in the same place? Some [are] keeping it in Notes and some in the Star section.  Does it make a difference?

A: Essentially, this is up to the service provider and the link worker to decide. The location of the Notes has no impact on performance reporting - and cannot be seen by anyone other than service providers and links workers. Additionally, the function of the Notes fields is to record communications and interactions.


Q:If we ring a client and speak to a member of their family do we put ‘attend’ or not?

A: As this is a governance / process-related question, this is best directed to Ways to Wellness.


Q: Do we add time spent writing a letter or texting a client? How is this recorded on MIS – ‘Attended’?

A: Assuming that writing a letter and text a client are not essential Contact Purposes within the MIS, it is not necessary - unless specified by the service provider. Similarly, Time Spent is not (yet) used for reporting within the MIS. The use of Time Spent would be best answered by the service provider or directed to Ways to Wellness.


Q: If an individual contacts us shall we use ‘Courtesy Call’?

A: As this is a governance / process-related question, this is best directed to Ways to Wellness.


Q: If a client doesn’t answer the phone is this a DNA?

A: As this is a governance / process-related question, this is best directed to Ways to Wellness.


Q: Client and Journey numbers are different – we need clarification on whether a new journey will be opened for a client should they have been discharged previously.

A: There are elements to this which need clarification from Ways to Wellness - particularly around what constitutes a "discharge" or exit from the Client's Journey and how long a Journey should be left idle before it is closed, for example. However, the MIS has been designed to allow a Client to have multiple journeys (although not at once - the MIS will flag up if a Client is engaged with any other Service Provider).

As such, it is our understanding - although it may not be enforced by Ways to Wellness - is that should a Client's Journey end (either successfully, or otherwise), and then should that Client present themselves to Ways to Wellness again, then a new Journey (and therefore referral) should be commenced. From a reporting perspective, the Client will not be duplicated whilst the additional Journey will be reflected in the Incoming / Outgoing reports.


Q: What is a Mail Merge and how/when will we use it?

A: Mail Merge is a feature of the MIS that allows Service Providers to create documents driven from the data contained within the MIS. For example, it is possible to create a Mail Merge template that has all the Client's details in informing of them of the appointment that they have missed or forthcoming, or that that they have been discharged from Ways to Wellness. Additionally, Mail Merge can be used to produce a document for a service that you have Signposted to informing them of the Client's desire to engage and who their Link Worker is, for example.

Essentially, the purpose of Mail Merge is to prevent the need for copying-and-pasting information from the MIS (by having the MIS pull the data in from the Client, Journey, Appointment, Outcome Star details) in order to produce a document that will be sent to someone informing them of the Client's Journey.

Mail Merge may never be used - and may not be suitable for how you engage with your Clients - however I has been built with the potential scenarios above in mind.


Q: What flexibility do we have on dates of the 6 monthly star?

A: At the moment, none. Given that the Outcome Star is linked to payment, the MIS prevents the creation of another Wellbeing Star no less than six months prior to the previous Star. We appreciate, however that for the purposes of service delivery, another Wellbeing Star between the six-monthly limit would be hugely advantageous.


Q: MIS times out after a period of non-use (and sometimes during typing!) – can this be extended?

A: The limit for time-out is set (or at least is should be...) to fifteen minutes, which is an NHS standard. However, we are aware that on older machines, timeouts can occur within less than fifteen minutes or entirely randomly! We are currently looking at how this can be improved.


Q: What do the reports taken by management show? It would be helpful to know what information needs to be provided for these reports so that we can fill in the relevant details on MIS so we are all doing it consistently. 

A: For transparency, the reports each Link Worker can see within the MIS are exactly the same as those that can be seen by Service Provider Managers AND Ways to Wellness. The exception is that Ways to Wellness can view the reporting for all Service Providers but do not have access to any Client-specific data.

Additionally, the data that drives the reporting is the same as mentioned above: the data from the referral form, Contacts, Outcomes Stars and Goals.


Q: Can we have a new feature?

A: This depends...(sorry!). In some cases, because it makes everyone's life easier or there is flaw within the MIS, these are implemented with relative ease and consensus. However, there are some things which will bring about confusion, conflict and, in some cases, payment (again, sorry!). One of the suggestions that Ways to Wellness has made is that any suggestions for updates and changes be steered towards themselves and at that point, the assessment of impact (and any potential development costs) can be discussed between ourselves and then a judgement taken about whether or not to proceed. Again, sorry that this is a convoluted mechanism to introduce changes to the MIS.