Nourish Playbook

Introduction

The purpose of the playbook is to pull together all the post live on-going information about Nourish.

Adding new locations and people we support

For larger transfers of business please work with business development to follow the outlined process

Nourish - Onboarding and Offboardingv1.0.docx

For smaller transfers, please raise a ticket for a new location to be added via digital services.

Please note, it can take 10 working days for a new location to be added.

If a person we support moves between houses, please raise a ticket with digital services and they can ensure the person is moved for you.

Adding new staff and training

New staff will be added onto B-Hive and this will automatically generate their access rights to Nourish

For new managers there will be training on the first Tuesday and last Thursday of each month. Please book on via Learning Hive.

Support guides can be found on the staff portal.

Access for agency staff or temporary access for Bank or Permanent staff working in a different location

Agency Staff – Can be given temporary access for up to 7 days by completing the online webform.
Bank staff - Can be given access for up to 3 months using the online webform. Only give access for the time you know someone is going to be on shift.
Permanent staff - who need to work somewhere else for a time limited period: complete the online webform.

Please set up the agency, bank or permanent detailing times they are supporting someone. Do not give access longer than needed. There will be regular audits to ensure we are not breaching our GDPR obligations.

Going Abroad

Within European Union (EU) countries - Staff just need to email digital services desk digital.services@brandontrust.org and let them know the device and staff travelling with the person supported, where they are going and for how long, so they aren’t blocked. Staff should be advised not to use public wifi.

Outside of the EU – whilst technically we use Nourish, it has been deemed that the cybersecurity risks are too high. In these cases, staff would print a copy of the emergency pack and we would need to use the same paperwork as we use now to capture daily notes. This information will need to be added upon return.

What happens if Nourish goes down?

As part of the roll out, everyone has been asked to update their local plans with this information

Scenario 1

Loss of local Internet availability. It was discussed every house would have 2 connection (broadband and SIM cards).

If Wifi goes down, mobile devices have SIM cards which will allow connection

Scenario 2

Electricity outage which impact offline availability and Broadband

Work offline on Nourish, initially. If issue persists, the go to nearest house or patch office to upload data. Depending on volume of updated either twice a day or towards the end of each shift.
On-call manager will have access to the information from another location

Scenario 3

More global internet (mobile and broadband impacted) outage. This is would be impacting more than Nourish or Brandon Trust but would be more general unavailability of systems and connectivity.

Work off line initially (if you can access), if issue persists, the team will need to update the paper version
Managers ensure at a minimum of six monthly or when a significant change occurs the Nourish emergency pack and support plan summary is printed and put into a secure location so it can be accessed.
If issue persists, then we would revert to completing paper templates for notes etc . The on-call manager would need therefore to have access to previous plan for life template documents which could be distributed

Other electronic alternatives were discussed but discounted and it was agreed that a paper back up was needed

Scenario 4

Nourish is no longer operational as an organisation and systems are therefore unexpectedly unavailable
Emergency Pack and if it persists revert to paper

Registered Care Home Guidance – Nourish Outage

In the case of a medical emergency or rapid decline in presentation, normal escalation of care and physical health monitoring should continue. In these circumstances, we should make any medical professionals aware were there may be gaps in information and the reason for this (i.e. Nourish outage) and that we will update them as soon as possible.
With ongoing concerns over a period of shifts / days / weeks, the use of the Nourish system does not negate the requirement for consistent, detailed handover between shifts and ongoing physical health monitoring.
If there have been concerns between shifts regarding physical or mental health, lasting longer than the duration of the shift, this information should be verbally communicated between the shift lead and documented on the handover, including most recent NEWS scores.
News monitoring should continue to occur and be documented on paper during any Nourish outage. The scores can then be added to Nourish at a late date.

Nourish Outage Escalation

Issue identified
Contact IT Support and report
Make AM/On-call manager aware home is offline
Switch off Wi-Fi - DO NOT log out of devices. Run an offline paper system until confirmation of repair.
1. If over 24hr, report to the regulator
Log on B-SAFE
Once the server is returned, make the AM/On-call manager aware

Access for the people we support

We are looking to test, using the family portal, as a way of people we support having access to view their own record
The person supported will need their own email address and device.
If you would like a person supported to have access, please contact digital services

Access for family members

We are looking to test giving access to view limited information to family members with power of attorney or court of protection awarded responsibilities
If you have a family member who meets this criteria and would like to be part of the test, please contact digital services

Devices

What if we break or need a different device?

Hardware - For support with tablets, phones or access contact - digital.services@brandontrust.org

Where can I go to get help?

Hardware - For support with tablets, phones or access contact - digital.services@brandontrust.org
Software - For support on how to use the software can access 24/7 in-app live support, as well as other system guides and videos through the Nourish Help Centre
Support Guides - You can also find the latest FAQs and other guides, including how to log into Nourish, on the Service Desk.

System Support Sessions

Join a twice-weekly session to speak with members of the Nourish Support Team.

You can ask questions about Brandon systems, including Nourish, or get 1-1 support on a particular process. Follow the links below to a join session:

Mondays 2-4pm: Join via MS Teams

Thursdays 2-4pm: Join via MS Teams