Resident Experience | Family Notes

Overview

Family Notes enable communities to keep families informed through shared updates that may include more sensitive or wellbeing-related information. This functionality allows staff to intentionally share selected notes with authorized family members, while maintaining clear control over who can view this information.

Family Notes are protected by a separate authorization, ensuring that only family members with the correct rights can access shared notes.

Authorization: allowing family members to view shared notes

Before notes can be shared, the appropriate authorization must be enabled on the family member’s connection to the resident.

1. Open the User Management back office.
2. Select the resident.
3. Edit the Connection to the relevant family member.
4. Ensure Right to follow up is enabled (this is enabled by default when adding a new family connection).
5. Enable Right to view shared notes.

Only family members with both rights enabled will be able to see Family Notes.

Sharing notes with family

Notes can be shared with family in two ways: during note creation or from an existing note.

Share a note during creation

1. Open the Resident Experience back office.
2. Select a resident to open the Resident Experience detail.
3. Create a new note.
4. Enable the Share with family checkbox.
5. Save the note.

When saved, the note is immediately shared with authorized family members.

Share or unshare an existing note

1. In the Resident Experience detail, navigate to the Notes section.
2. Locate the note you want to share.
3. Select + Share with family.

To stop sharing a note:

• Remove the Shared with family tag from the note.

Changes take effect immediately for family members.

AI Summary (optional feature)

Note
This feature is not enabled by default and is available through an AI pilot.

The AI Summary feature allows staff to generate, review, and share a comprehensive summary of a resident’s wellbeing.

Generating an AI Summary

When enabled, an Insights column appears on the Resident Experience Overview.

1. Select Generate in the Insights column.

2. Choose which services to include in the summary:

   • Activities
   • Transportation
   • Dining
   • Visits

   Only enabled services are shown.

3. Select Generate.

The summary opens in a side panel.

Reviewing and sharing the summary

• Use Edit to make any necessary adjustments.
• Once reviewed, choose one of the following options using Choose:
  • Download PDF
  • Create note

When using Create note:

• A note is created from the summary.
• A PDF version is automatically attached.
• If Share with family is enabled, the note is shared immediately after creation.

Family widget and notifications

When a note is shared, authorized family members are informed through multiple notification channels:

• Email notification
• In-app notification in the Notification Center
• Push notification (same content as the in-app notification)
• Family widget indicator

Interacting with any notification takes the family member directly to the Notes section of the Family widget.

Contact requests from Family Notes

Note
The contact flow can be disabled if a community chooses not to support it.

Family members can use Contact staff on a shared note to reach out directly to a team member.

Creating a contact request (family)

• Select Contact staff on the note.
• Choose a contact type.
• Add a question or message.

The contact request includes:

• The original note content
• Any attachments

Handling contact requests (staff)

When a contact request is created, staff can be notified by email (configured in the Communication section of the Configurator).

When opening a contact request, staff can see:

• The family member who created the request
• Their connections
• The contact type
• The original note (including a direct link)
• The contact message

Staff can follow up using the ticket-related communication and track progress using the request status.