Pre-Live: Client Set Up
Q: What information is absolutely required to create a client profile?
A: First name, Last name, Date of Birth, Full address (including post code).
Note: Use the "Search for address" feature (not manual entry) to ensure:
Geolocation/secure call monitoring works correctly
Travel time calculations are accurate
GPS coordinates are properly set
If the exact address is unknown temporarily, use the nearest landmark or street name, then update once confirmed.
Q: How do I update a client's address if they move?
A: Navigate to client profile → Basic Information tab → Address section → Edit:
Use the [search for an address] address search to find new location
Select the location from the drop-down list
Verify GPS pin placement on map
Click Save
Important: This updates the primary address and geolocation sone. All future visits will use the new location for secure call monitoring and travel calculations.
Q: Can I add multiple addresses for a client?
A: Yes! Navigate to client profile → Basic Information tab → Edit → Address section.
Limitations to note:
Geolocation (secure check-in zone) only applies to the primary address. Additional addresses won't have secure call monitoring enabled.
Travel calculations will only apply to the primary address.
Additional addresses cannot be selected for individual visits.
Note: Useful for clients who split time between multiple locations (e.g., main home and family member's house).
The current workaround for multi-location clients is to update their primary address when the client temporarily relocates, then update it back once they return.
Q: Where do I add NHS number or Local Authority ID?
A: Navigate to client profile → Client Information page:
NHS number: Clinical Details tab
Local Authority ID: Agency Admin tab → Local Authority section
Note: If using invoicing, the invoice format type you select determines whether an NHS number or Local Authority ID appears on invoices instead of the client's name (for privacy/GDPR compliance).
Q: How do I set client risk levels (Red/Amber/Green)?
A: Navigate to client profile → Basic Information tab → Agency Admin tab → Risk Management section to assign Red, Amber, or Green.
Important: Birdie doesn't predefine what these levels mean, your agency decides.
Common approaches:
Contingency planning: Red = must receive care, Amber = reduced visits OK, Green = phone calls sufficient
Vulnerability: Red = high risk, Amber = moderate, Green = low
Care complexity: Red = complex needs, Amber = moderate, Green = minimal
Risk levels are visible to carers on the app and filterable in the client list for prioritisation.
Tip: Discuss with your team how to define and use these consistently across your agency.
Q: Can I hide client details from certain carers?
A: Carers can only see clients when they're assigned to visits. They cannot access:
Clients they're not assigned to
Financial information (invoices, funding)
Agency admin details (risk levels visible, but not admin notes)
You can manage a client’s care team from the “Care Team” tab on their profile to set a ‘Declined’ status on an individual carer. Admin users have full access to all client information via the Agency Hub.
Q: How do I mark a client as inactive?
A: Navigate to client profile → Client information → Agency admin tab → Edit on Status
Select:
Temporary Inactivity: For hospital stays, respite care, holidays (visits auto-cancelled during period)
Permanent Inactivity: For discharged clients or permanent moves (visits stop indefinitely)
Important: It’s not possible to delete client profiles - they need to be set as inactive to maintain historical records for audits and reporting.
Q: Can I bulk upload clients?
A: No direct bulk upload feature currently exists. Options:
Manual entry: “Create New Client” button creates profiles individually
Integration: If using a rostering system (Malinko, Carefree, etc.), clients sync automatically
Data migration: During implementation, Birdie can assist with initial bulk upload
Pre-live: Carer Set Up
Q: What information is mandatory to create a carer profile?
A: First name, Last name, Activity Status, Admin Status + conditionally:
Admin = No: Mobile number (required for Carer App login)
Admin = Yes: Email address (required for Agency Hub login)
Note: Mobile numbers and emails must be unique system-wide. Date of Birth, employment start date, and home address can be added later.
Q: Do all carers need an address (coordinates) added?
A: Yes, if you pay for travel, mileage, or commute time. Address coordinates are required for the system to calculate:
First commute (home to first visit)
Last commute (last visit to home)
Travel between visits (if applicable)
Note: Without address coordinates, travel rate cards won't calculate correctly.
Q: How do I add carer addresses?
A: Navigate to carer profile → Operations tab → Travel Information → Edit:
Enter address in search field
Select closest match from dropdown
System displays GPS pin on map
Drag pin to adjust location if address isn't accurate
Select transport method (car, bicycle, walking)
Click Save
Note: The system uses Google Maps data. If the address doesn't appear, search in Google Maps first, then copy the exact address Google returns.
Q: Can I set different rate cards for individual carers?
A: Yes. Navigate to carer profile → Operations tab → Rates section:
Change Pay Rate card
Change Travel Rate card
Note:
A) Typically managed by finance teams, not coordinators
B) Only one pay rate card can be assigned per carer at a time
C) For client-specific rates, you must override on individual visit schedules (see Rate Cards FAQ)
Q: What documents can I upload to carer profiles?
A: Navigate to carer profile → Onboarding tab:
Right to Work:
Passport, DBS, Driving license, Utility bill, Bank statement, Contract, ID documents
Additional Documents:
Probation reviews, Spot checks, Appraisals, Supervisions, MOT, Car insurance
Key feature: Set expiration dates on all documents. These pull through to:
Compliance reports (People & Performance dashboard)
Automated workflow alerts (on Advanced package) (reminders 1 day to 9 months before expiry)
Note: Upload documents as PDFs or images. The system will prompt for expiration dates where applicable.
Q: How do I set carer availability?
A: If you have absence management, navigate to carer profile → Working time tab → Create availability schedule.
If you do not have absence management, navigate to carer profile → Availability tab > Create availability schedule.
Think of availability as: The time windows when carers are available to complete visits.
Key points:
Set availability for when you want them working, not just when they're contracted
Visits can be assigned outside availability, but system warns you
Without availability set, rostering features won't work optimally
Q: Can I link a carer to multiple agencies/branches?
A: Yes. An admin will need to contact our Partner Care team to action this:
Live chat: Click blue button (bottom-left of Agency Hub)
Email: [email protected]
Provide: Carer name, phone number, agencies/branches to link.
How it works: Once linked, carers can switch between agencies in the Birdie app via "Switch Branch" in their profile menu.
Note: For agencies with rostering integrations, additional technical steps are required. Partner Care team will handle this.
Q: What happens if I try to create a carer with a phone number/email that already exists?
A: The system will prevent profile creation and display an error: "Phone number/email already in use."
Solutions:
Same agency: The carer already has a profile - search for them in Team tab
Different agency: Contact Partner Care team to link the carer to your agency (see multi-agency question above)
Previous employer: Partner Care team can transfer the carer from their old agency to yours
Q: Can I bulk upload carers?
A: No direct bulk upload feature currently exists. Options:
Manual entry: Create profiles individually via Team tab → Add Care Professional
Integration: If using a rostering system (Malinko, Carefree, Caras, etc.), carers sync automatically
Data migration: During implementation, Birdie can assist with initial bulk upload
Q: How do I know if a carer's documents are expiring soon?
A: Three ways to monitor:
Automated alerts: Enable workflows to receive alerts 1 day - 9 months before expiry
Advanced/Plus packages: Navigate to Settings (top-right initials) → Manage workflows
Select or create a workflow with trigger "Prescription about to expire" (or document expiry)
Assign actions with appropriate lead times (e.g., 3-6 months for DBS, ID)
People & Performance dashboard (Birdie Analytics): Shows all expiring documents with filters for 30/60/90 days
Carer profile: Red flags appear on Onboarding tab for expired documents
Note:
Pre-set workflows are available for common scenarios (carer onboarding, client onboarding, first visit touchpoints)
Custom workflows may require support from your CSM/Implementation Manager depending on your package and permissions
If you cannot access workflow settings, contact Partner Care team for assistance
Q: What's the difference between "Activity Status" and "Admin Status"?
A:
Activity Status: Active (currently working) vs. Inactive (not currently working - e.g., on leave, terminated)
Admin Status:
No = Carer (needs mobile for app access)
Yes = Office staff/admin (needs email for Agency Hub access)
Note: Inactive carers can't be assigned to visits but remain searchable in the system.
Pre-Live: Finance Set Up - Rate Cards
Q: Can I pay carers different rates depending on which client they visit?
A: Yes, using service types (e.g., Personal Care, Waking Night, Complex Care). When scheduling a visit, select the service type - the system automatically applies the corresponding rate from the carer's rate card.
Where to manage:
Create rate cards: Finance → Manage Payroll → Pay Rates
Assign to carers: From rate card page (bulk) or carer profile (individual)
Note: For bespoke setups (e.g., client-specific rates requiring visit overrides), contact Partner Care team via live chat or [email protected].
Q: How do banded/fixed rates work across different days (e.g., bank holidays)?
A:
Hourly rates: Pro-rated and subdivided by time period
Example: 11pm-1am visit crossing into bank holiday → 11pm-12am at standard rate, 12am-1am at 2× multiplier
Banded/fixed rates: Based on start time only—NOT subdivided
Example: 8pm-6am waking night starting before bank holiday → entire visit at standard rate (no multiplier, even though visit ends during bank holiday)
Why? Fixed rates are flat fees—system applies rate active when visit begins
Tip: For hourly rates spanning midnight into bank holidays, split rate lines at midnight (8pm-12am AND 12am-7am) to ensure multipliers apply correctly.
Q: Can I override travel rates for individual visits (e.g., driver vs. passenger on double-ups)?
A: No. Carers have one travel rate card and one transport mode at any time. There's no native way to pay only the driver when carers share a vehicle.
Workaround: Only assign travel rate cards to carers who regularly drive, or manually adjust on timesheet exports.
Mileage & Travel
Q: How do I schedule training visits without paying mileage?
A: No current workaround. If using Finance packages, travel rate cards apply automatically to all confirmed visits, including training.
Alternative: Schedule training as non-visit events (if your rostering setup supports this), or manually adjust on timesheet exports.
Q: Why is mileage being calculated between 2 visits at the same address?
A: Usually due to break rules or commute rules in the travel rate card triggering a "return home" assumption.
Check: Travel rate card settings → compare against carer's overall schedule to identify if break threshold was exceeded.
Q: How can I charge clients mileage between visits (previous client → current client)?
A: Mileage doesn't automatically add to client invoicing.
Workarounds:
Visit fees (adds admin overhead—must configure per service type)
Custom Looker report (requires Analytics package)
Manual calculation from timesheet export
Note: No automated solution currently available.
Q: If I manually adjust a visit during verification (e.g., missed → completed), does mileage recalculate?
A: Yes, the system automatically recalculates associated mileage costs for that carer's journey based on the updated visit status.
Waiting Time
Q: How does "Don't pay waiting time when longer than X minutes" work?
A: It's an all-or-nothing threshold:
Under X minutes: All waiting time is paid
X minutes or more: NONE is paid
Example: Set to 30 minutes
29 minutes waiting = pays 29 minutes ✅
31 minutes waiting = pays 0 minutes ❌
Why? Waiting time above the threshold is considered a break, not working time for payment purposes.
Q: Does waiting time count towards National Living Wage (NLW)?
A: Yes, waiting time is working time per HMRC regulation. Partners must ensure total wages/hours include waiting time when calculating NLW compliance.
Birdie's NLW flag includes:
✅ Visit time
✅ Travel time
✅ Waiting time
❌ Mileage (it's an expense, not wages)
Rounding
Q: Does Birdie round down/up timings when calculating rates?
A: No rounding for calculations—exact timings are used.
Example: Display shows "0hr 59min" but system calculates "0hr 58min 59sec 998ms" for precise rating.
Note: Rounding only applies to displayed data, never to financial calculations.
Q: How does Birdie handle fractions of pennies?
A: Uses Banker's Rounding (also called "round half to even").
Example:
£0.125 rounds to £0.12
£0.135 rounds to £0.14
£0.145 rounds to £0.14
£0.155 rounds to £0.16
Q: Can I set different travel rates for different times of day (e.g., higher mileage rate during night shifts)?
A: No. Travel rate cards apply uniformly regardless of time of day.
Workaround: Create separate travel rate cards for day vs. night carers and assign accordingly, or use service-type-specific rates if applicable.
Q: What's the difference between "waiting time" and "travel time"?
A:
Travel Time | Waiting Time |
Time spent traveling between visits | Time spent at visit location before visit starts |
Calculated using Google Maps/coordinates | Calculated from check-in to visit start time |
Paid per travel rate card | Paid per travel rate card (subject to threshold) |
Example: Carer finishes Visit A at 2pm, drives 10 minutes, arrives at Visit B at 2:10pm, but visit doesn't start until 2:20pm
Travel time: 10 minutes
Waiting time: 10 minutes
Q: Can I see a breakdown of waiting time vs. travel time vs. visit time per carer?
A: Yes, via Timesheets (Finance dashboard):
Export timesheet for chosen period
Columns show: Visit time, Travel time, Waiting time, Mileage
Can filter by carer, date range, or visit
Analytics users: People & Performance dashboard shows aggregated travel/waiting metrics.
Q: Why do some carers have high waiting time costs?
Common causes:
Early arrivals: Carers consistently arriving 10-15 minutes early
Scheduling gaps: Inefficient rostering with long gaps between visits
Client delays: Clients frequently not ready at scheduled time
Traffic variability: Travel estimates don't match actual journey times
Solutions:
Review rosters to minimise gaps
Adjust travel time buffers
Train carers on optimal arrival timing
Consider adjusting waiting time threshold
Pre-live: Rostering and Allocation
General Rostering
Q: Do I need to manually allocate a carer to every single visit?
A: No. Birdie offers multiple ways to allocate visits efficiently:
Regular carers + Apply Template: Assign regular carers to visit schedules—when template is applied, they're automatically allocated (if available)
Auto-assign unallocated visits: System automatically assigns remaining visits based on continuity, availability, and travel time
Manual allocation: Click visit → Find alternative carer (for exceptions or quick changes)
Best practice: Use Regular carers (1-4 per client) + Apply Template, then Auto-assign for remaining visits. Manual allocation should be the exception, not the rule.
Q: How do regular carers and runs work together?
A: Use both for optimal scheduling:
Regular carers: Maintain continuity (same carer visits same client consistently)
Runs: Group nearby visits for efficient routing and travel time minimisation
Why both? Regular carers ensure quality care relationships; runs ensure carers spend more time caring and less time traveling.
Tip: Assign 1-4 regular carers per client. More than 4 defeats the purpose of continuity.
Q: How does auto-assign work, and when should I use it?
A: Auto-assign allocates unallocated visits using an optimisation algorithm that tests hundreds of combinations in ~10 seconds.
Factors considered:
Regular carers (priority)
Availability (no overlapping visits, within working hours)
Continuity (prioritises carers who visited client in last 90 days)
Declined carers (never assigns)
Groups (only assigns carers in same group as client)
When to use:
After applying template (to fill gaps where regular carer unavailable)
For new care packages (if regular carers not yet set)
Weekly rota planning (combined with templating)
Note: All allocations are in draft state until you push changes.
Q: What happens when a template is applied but regular carer isn't available?
A: The visit won't be auto-assigned to that carer.
What happens next:
Visit shows as unallocated
You can:
Use Auto-assign to let system find next best carer
Manually allocate using Find alternative carer
Adjust carer availability if the unavailability was incorrect
Tip: Review unallocated visits after applying template—they usually indicate availability gaps or missing regular carers.
Q: What's the difference between "Apply Template" and "Auto-assign"?
A:
Feature | Apply Template | Auto-assign |
Purpose | Replicate previous week's rota | Intelligently allocate unassigned visits |
Uses regular carers?
| ✅ Yes (primary method) | ✅ Yes (first priority) |
Fills gaps?
| ❌ No—only assigns where regular carer exists AND is available | ✅ Yes—finds next best carer based on algorithm |
When to use | Weekly rota planning | After template OR for new packages |
Best workflow: Apply Template → Auto-assign unallocated → Manual adjustments (if needed)
Q: Why aren't my regular carers being assigned when I apply template?
Common causes:
Not set as regular carer: Check visit → Care Team (should show ⭐ star)
Availability: Carer not available during visit time
Groups mismatch: Carer and client not in same group
Declined: Carer marked as declined for this client
Overlapping visits: Carer already allocated to another visit at that time
How to diagnose: Click visit → Find alternative carer → Check why regular carer isn't showing at top of list
Q: Can I see which visits will be affected before applying a template?
A: No preview currently exists. Template changes are in draft state until you Push changes.
Workflow:
Apply template
Review roster (greyed-out = draft)
Make adjustments
Push changes (sends to carer app)
Tip: Always review before pushing - you can undo draft changes but not pushed changes!
Q: What's the success rate for auto-assign?
A: Depends on setup quality:
High success (80-95% allocated):
Regular carers set for most visits
Carer availability accurately reflects working hours
Sufficient carer capacity for client demand
Realistic scheduling (no impossible runs)
Low success (<50% allocated):
Regular carers not set
Availability not updated
Over-scheduled roster (more visits than carer hours)
Mismatched groups
Q: Can auto-assign consider travel time and skills matching?
A: Partially.
Currently considers:
Travel time indirectly (via availability—won't create overlapping visits with impossible travel)
Continuity (past visits) as proxy for skills/compatibility
Does NOT consider:
Minimum travel time optimisation
Skills matching (if using rostering skills feature)
Carer preferences
Workaround: Manually review auto-assigned visits and adjust based on travel time using "Find alternative carer" (shows travel time for each option).
Pre-live: Birdie App
Getting Started
Q: Why can't a carer log into the Birdie app?
A: Common reasons:
Login code not sent/received - Check phone number on Carer profile is accurate and correct.
Phone settings blocking notifications - Check app permissions
Account requires re-authentication - Carer needs to request new login code
App connection - Allow a few seconds for the app to fully connect to cell data before attempting to login
Signal issues - cell network limitations in the area preventing login
Tip: Mobile number must be unique and correctly formatted (no spaces/dashes).
Q: How do carers download the Birdie app?
A: Search "Birdie Carer App" on:
iOS: App Store
Android: Google Play Store
Note: App works on any smartphone model (iPhone or Android). Carers can use their personal devices.
Q: Can carers use the Birdie app offline?
A: Yes, with limitations:
✅ View visit information, care plans, tasks, medications
✅ Complete visit notes, tasks, medication outcomes
✅ Raise concerns (saved locally)
❌ Cannot check in/out (requires geolocation/network)
Sync: Data uploads automatically when connectivity returns with actual timestamps
See help article: How to use the Birdie App Offline
Q: What are the recommended mobile operating systems?
A:
Recommended mobile operating systems: | Minimum mobile operating systems: |
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Q: What are the recommended mobile devices?
A:
Recommended iPhone device | Recommended Android devices |
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CPU core speed of at least 2.0 GHz, preferably at or above 2.2 GHz For example, an Xiaomi Redmi Note 11 (£169) |
See help article: Recommended Mobile Operating Systems for full compatibility.
Best practice: Keep operating systems and Birdie app updated for optimal performance and security.
Check-In/Check-Out
Q: How do carers check in/out of visits?
A: Carers must always start visits from the Visits tab.
Process:
Open Birdie app
Tap Visits tab
Select visit
Tap Start Report
System checks geolocation (and/or prompts for QR code scan)
Complete visit notes/tasks
Tap Check Out
Important: Do NOT check in from other areas of the app unless otherwise instructed/required (e.g., unscheduled visit) - this bypasses secure check-in and won't register actuals correctly.
Q: What is geolocation check-in and why is it important?
A: Geolocation (GPS) verifies the carer is physically at the client's location when checking in.
How it works:
Purple circle around client's home = "secure check-in zone"
Recommended radius: No less than 200 meters (configurable)
If carer checks in outside zone → Manager receives forced check-in alert in real-time
Why it matters:
Most reliable Electronic Visit Verification method
Prevents fraud (checking in from wrong location)
Provides audit trail with exact check-in location on map
Note: System never blocks check-in (carer can continue if there's network issue), but alerts manager for review.
Q: Can I disable geolocation for specific clients?
A: Yes. Navigate to client profile → About Me → Address section:
Disable geolocation for clients in areas with poor network signal
Enable QR codes only as alternative
Use both (recommended for maximum security)
Use case: Rural areas, basement flats, or locations with known GPS/network issues.
Q: Why are carers getting forced check-in/check-out alerts?
A: Two main causes:
Carer location not available:
Geolocation not enabled on phone settings
Phone permissions deny Birdie access to location
Fix: Enable location services for Birdie app
Carer outside secure check-in zone:
Checking in too early (before arriving)
Checking out after leaving client's home
Fix: Train carers to check in/out while still at property
Troubleshooting:
Navigate to Care Delivery Trends report → Forced Check-ins section
Sort by carer name
Review patterns to identify training needs
Q: How do carers view upcoming visits?
A: Visits tab shows:
All scheduled visits for the day (indicated by blue dot)
Visit time, client name, location
Tap visit to view full details before arriving
Q: Can carers see the care plan and tasks before the visit?
A: Yes. Before checking in, carers can view:
Client information (demographics, preferences)
Care plan and assessments
Tasks and medications scheduled for visit
Previous visit notes
Access details (key safe codes, entry instructions)
Risk assessments and alerts
Benefit: Carers arrive prepared and informed.
Q: How do carers report ad-hoc expenses?
A: No dedicated expense submission feature currently.
Workaround:
Take photo of receipt
Submit via care log (visit notes) with description
If urgent, also raise a concern to alert office team
Note: Office team must manually process from visit notes.
Raising Concerns
Q: How do carers raise concerns in the app?
A: During or after a visit:
Tap Raise Concern button
Select concern type (safeguarding, health deterioration, incident, etc.)
Add description and details
Optional: Attach body map to indicate injuries/pressure sores
Submit the concern
Manager receives instant alert in Inbox
Q: Can carers see client information offline?
A: Yes, if previously loaded while online:
Basic client information
Care plans and assessments
Previous visit notes
Tasks for scheduled visits
Limitations:
❌ Real-time updates require connectivity
❌ New clients/visits not yet synced won't appear
❌ Changes made by office won't sync until online
Best practice: Carers should open app at start of day while online to sync latest information.
Q: Is the Birdie app password protected?
A: Yes. Carers set a custom PIN code (separate from phone lock screen).
Security benefits:
If phone is lost/stolen, client data remains protected
Different PIN than phone adds extra security layer
Prevents unauthorized access even if phone is unlocked
Q: What if a carer forgets their PIN?
A: They'll need to:
Uninstall and reinstall the app
Log in again using mobile number (receives new code via SMS)
Set new PIN
Note: All locally saved offline data will be lost - emphasise importance of regular syncing.
Q: Can carers use QR codes if geolocation fails?
A: Yes, if QR codes are enabled for that client:
If geolocation unavailable, system prompts to scan QR code
If QR code unavailable/damaged, carer can select "Unable to scan" and choose reason
Manager receives alert for manual review
Recommendation: Use both methods for redundancy.
Q: What happens if a carer's phone dies during a visit?
A:
Visit notes saved offline will be lost
Carer won't be able to check out properly
Manager receives late check-out alert
Solution:
Carer should contact office to manually complete visit
Best practice: Ensure carers charge phones overnight and carry portable chargers.
Q: Can carers edit visit notes after submitting?
A: No. Once a visit is checked out and notes submitted, carers cannot edit.
Workaround:
Carer can add additional note in next visit's log
Or contact office to request amendments (office can edit via agency hub)
Why: Maintains audit trail integrity for compliance.
Q: How do carers know which QR code to scan?
A: QR codes are:
Printed automatically when client profile created
Unique per client
Placed in client's home (e.g., on fridge, by front door)
Tip: Include QR code location in "Access Details" field so carers know where to find it.
Post-Live: Confirming Visits & Alert Management
Visit Confirmation
Q: How long do visits take to appear in the confirmation visit tab?
A: Visits appear once their scheduled end time has elapsed.
Example: Visit scheduled 2pm-3pm appears in the Confirm Visits tab after 3pm.
Q: Can I confirm visits in advance (confirm future visits)?
A: This option is available on a case-by-case basis. Please reach out to our Partner Care team for further details.
Q: How can I check if a finance manager confirmed visits as planned or actuals?
A: Compare the confirmed times against the source times in the system:
In the Confirm Visits screen (before confirming):
Review Paid Time and Invoice Time columns
Compare them to Planned Time and Actual Time columns
If they match Planned → confirming as planned
If they match Actual → confirming as actuals
If they match neither → manually edited
After visits are confirmed:
Export timesheet to CSV from Pay Dashboard or Invoice Dashboard
Export shows columns for: Planned Time, Actual Time, Paid Time, and Charged Time
Compare paid/charged times against planned/actual to see which method was used
Note: Establish internal policy (e.g., "Always confirm using planned unless discrepancy >15 minutes") and document in visit comments to maintain clear audit trails.
Q: How do I add a cancelled visit to an invoice?
A: Cancelled visits can only be completed via the Client visit planning page or roster page. When cancelling the visit:
Select "Charge payer" option
During confirmation, set timings as needed
Visit appears like any standard visit—no "cancelled" label on invoice
Use case: Client cancelled last-minute but agreed to pay cancellation fee.
Q: Why are cancelled visits showing twice in Confirm Visits after being reinstated?
A: When a visit is cancelled and then reinstated with a different carer assigned, two entries appear in Confirm Visits:
Original carer (Carer A) - from before cancellation
New carer (Carer B) - after reinstatement
Why it happens:
System preserves the original carer entry in case you still need to pay them (e.g., late cancellation fee)
Reinstating creates a new entry for the newly assigned carer
If reinstated to the SAME carer: Only one entry appears (no duplicate).
Action needed: Review both entries and Discard the visit that should not be processed for finance (typically the original carer if they didn't attend).
Tips to identify duplicates:
Check for N/A actuals: Entries showing "N/A" in Actuals column indicate carer didn't attend—review before confirming
Filter by client: Group visits by client to spot duplicates more easily
Review before discarding: Verify with roster/visit history which carer actually attended
Best practice to prevent duplicates:
Un-assign the original carer BEFORE cancelling the visit. This prevents their entry from appearing in Confirm Visits if the visit is later reinstated.
Workflow:
Un-assign Carer A from visit
Cancel visit
If reinstated later → only new carer entry appears (no duplicate)
Note: This is expected system behaviour. The duplicate exists to give you flexibility in handling payment/charging for cancelled-then-reinstated visits.
Q: How do I discard duplicate visits in Confirm Visits?
A:
Navigate to Finance → Confirm Visits
Locate the duplicate entries (same visit time, client, but different carers)
Select the visit you DON'T want to process
Click Discard (or three dots → Discard)
Visit moves to Discarded tab
Tip: Discarded visits remain in the system but won't process for payroll/invoicing unless restored.
Alerts
Q: How do I adjust alert timing thresholds?
A: Alert timing thresholds cannot be adjusted directly by partners. Contact the Partner Care team to request threshold changes.
Common adjustment: "Visit Not Started in Time"
Default: Often 5-15 minutes (or sometimes 1 minute if never configured)
Recommended: 30 minutes if most visits start within that window
Benefit: Reduces alert volume without compromising oversight
How to request:
Contact Partner Care via live chat (blue button in Agency Hub)
Or email: [email protected]
Specify: Alert type and desired threshold (e.g., "Change Visit Not Started alert to 30 minutes")
Note: Partner Care team will update the backend configuration for your agency. Changes typically take effect within 24 hours.
Q: Can I disable alerts for specific clients?
A: Yes:
Late/missed visit alerts: Can be disabled per client
Geolocation check-ins: Can be disabled for clients in poor signal areas
How: Navigate to client profile → Settings/Alert preferences (depending on alert type).
Use case: Client in rural area with known network issues.
Q: Why are "visit not started" alerts being sent after carers have checked in?
A: Usually because the carer didn't start their visit from the Visits tab in the app—the check-in didn't link to the scheduled visit.
To investigate:
Navigate to Log page → Visits section
Find the visit in question
If "Unscheduled" appears on the visit card → Carer checked in without starting the scheduled visit
This means they likely checked in from Client profile using the “Unschedule visit” option.
What happened:
Planned visit remains "not started" (triggers alert)
Unscheduled visit was created (shows in Log but not linked to roster)
Solution:
Retrain carers to always check in via Visits tab → Select scheduled visit → Start Report
Review carer's unscheduled visits to identify patterns
Note: Unscheduled visits won't have funding information and require manual processing in Confirm Visits.
Q: What should I do when an alert comes through?
A: Create an audit trail:
Add comment: Describe action taken (e.g., "Called carer - client refused visit")
Create action: Assign follow-up task directly from alert
Assign to team member: Delegate if needed
Tag appropriately: Use CQC-aligned categories:
Responsive
Well-led
Caring
Safe
Effective
Benefit: Clear audit trail for CQC inspections and internal reviews.
Q: What's the difference between "Discarded" and "Restored" visits?
A:
Discarded: Visits removed from confirmation queue (e.g., errors, duplicates, visits you don't want to process yet)
Restored: Bringing discarded visits back to confirmation queue
How it works:
Select visits → Click Discard
View discarded visits in Discarded tab
Select visits → Click Restore to return to confirmation queue
Benefit: Temporary removal without losing visit data.
Q: Can I bulk confirm visits?
A: Yes:
Filter to desired visits (time period, carer, client)
Select multiple visits (checkboxes)
Click Confirm
System shows summary (X visits for invoicing, Y visits for payroll)
Click Confirm again to process
Confirmed visits disappear from the queue and move to Invoice/Payroll dashboards.
Q: What happens if I confirm a visit with incorrect timing?
A: You cannot directly edit confirmed visits. You must restore them first, then re-confirm with correct timings.
Important:
Once a visit is confirmed, it's locked for payroll/invoicing
Restoring undoes the confirmation - the visit moves back to the confirmation queue
You must reconcile and re-confirm after making changes
Note: If the visit has already been invoiced or paid, restoring may impact financial records. Check with your finance team before restoring visits that have been processed.
Q: How do I handle unscheduled visits within finance?
A: In Confirm Visits screen:
Click Unscheduled visits tab
Review visits without funding info
Click into visit → Edit
Add funding information (create contract if needed)
Confirm visit
Common cause: Carer checked into a visit that wasn't on the roster.
Post-Live: Finance Pay Runs & Invoicing
Pay Runs
Q: How do I ensure carers get the right pay rate when a contract has multiple service types?
A: The service type selected when applying funding to the visit determines which rate from the carer's pay rate card is used.
Setup requirement: During pre-live, ensure each service type (Personal Care, Waking Night, Complex Care) is mapped to the correct rate within each pay rate card.
Tip: Review visit funding before confirming to verify correct service type is applied.
Invoice Generation
Q: How can I check invoice data is correct before generating?
A: Three checkpoints:
During visit confirmation: Review Paid Time and Invoice Time columns carefully
Invoice Dashboard preview: Check data before clicking "Generate invoice"
After generation: Review invoice details, add extra charges/deductions if needed
At scale: Some partners generate invoices → review via exported CSV → delete incorrect invoices → regenerate corrected batch (time-consuming but thorough).
Q: Can I customise PDF format per invoice (e.g., show carer names for some, not others)?
A: No, only one global PDF format setting per branch.
Workaround:
Change PDF format settings (show/hide carer names)
Export first batch of invoices
Change settings again
Export second batch
Example: Export private client invoices with "Show carer names" ON → Switch to OFF → Export council invoices.
Note: Time-consuming if you have many invoice types.
Q: Can I start invoice numbering from a specific number?
A: No, but you can set a prefix.
How it works:
Prefix "47" → Invoice numbers: 471, 472, 473... 47100, 47101
Prefix "2026-" → Invoice numbers: 2026-1, 2026-2, 2026-3
Prefix “BRD-” → Invoice numbers: BRD-1, BRD-2, BRD-3
Where to set: Settings → Invoice Preferences → Invoice Number Prefix
Post-Live: Analytics & Reporting
Access & Setup
Q: I can't log into Looker for Birdie Analytics—why?
A: Common reasons:
Not subscribed: Analytics is a paid add-on (confirm with your Account Manager)
Password reset needed: Use "Forgot password" on Looker login screen
Wrong URL: Use the link provided in your welcome email or contact Partner Care for correct URL
Account not set up: Contact Partner Care to provision your Analytics access
Help: Contact the Partner Care Team via Live chat or [email protected]
Q: How do I schedule reports to be delivered automatically?
A: Navigate to desired report → Click Schedule (top-right) → Set frequency (daily/weekly/monthly) → Add email recipients → Save.
Note: Scheduled reports feature requires a Birdie Analytics ‘Viewer+’ subscription.
Contact Partner Care team via Live chat or [email protected] for further review.
Report Customisation
Q: This report doesn't match our data - what do I do?
A: Contact Partner Care with:
Looker report link (copy from browser address bar)
Specific examples of discrepancies (e.g., "Report shows 100 hours for Carer A on Jan 15, but our records show 95 hours")
Filters applied (if any)
Partner Care will investigate with data team.
Q: When filtering for alerts by carer on Birdie’s Inbox, why don't I see concerns raised BY that carer?
A: Filter currently only shows check-in/out alerts for that carer, not concerns they raised.
System limitation: Alert filtering and concern filtering operate separately.
Workaround: Use Concerns report → Filter by carer name to see concerns they raised.
Compliance & HR Reports
Q: How do I track carer document expiry dates (DBS, passport, etc.)?
A: All documents uploaded to carer profiles with expiration dates automatically pull through to compliance reports.
Best practices:
Upload documents: Carer profile → Onboarding tab → Upload with expiry date
Monitor compliance: People & Performance dashboard → Filter by 30/60/90 days
Automate alerts: Contact Partner Care to enable workflow alerts for expiring documents (sends notifications 1 day - 9 months before expiry)
Reports available:
People & Performance dashboard (Analytics)
Training Expiry Dashboard (Analytics)
Operations & Visit Management
Expenses & Receipts
Q: How do carers report ad-hoc expenses?
A: No dedicated expense submission feature.
Workaround:
Carer takes photo of receipt
Submits via care log (visit notes) with description
If urgent/high value, also raise a concern to alert office team
Office action: Manually process expense from visit notes and add to invoice as extra charge.
Complex Care Forms
Q: How can partners capture very detailed information for complex care (e.g., turning charts, ABC charts, anaphylactic attack records)?
A: Birdie doesn't currently have built-in turning charts or ABC charts.
Current workaround:
Create forms on Google Forms or similar
Maintain a library of form links
Share links via:
Broadcast message in app
Direct messaging to carers
Care plan notes
Product roadmap: Complex care-specific forms are under consideration for future development.
Alternative: Some partners use observations and notes creatively to track this data (e.g., create custom tasks for each turn position).
Q: How do I bulk export invoices for multiple contracts?
A:
Navigate to Invoices tab
Filter by date range, payer, or contract
Click Enter export mode
Select invoices to export (checkboxes)
Choose format (PDF or CSV)
Click Export
Click Exit export mode
Tip: PDF generates one combined file; CSV generates one file per invoice.
SmartPlans and AI Features
Q: When will SmartPlans be available, and how do I stay updated?
SmartPlans will be launching later this year. There is no firm release date yet, but you can join the waitlist to be first to know here. You can also keep an eye on updates via Birdie's Smarter Care Lab.
Q: Will there be an extra cost for SmartPlans?
Yes, there will be an additional cost for SmartPlans. Pricing is still being finalised and full details will be shared as soon as they are confirmed.
Q: Will you need storage on your personal phone for the recording? SmartPlans records audio directly through the Birdie carer app and uploads the file to the Agency Hub. The recording is stored temporarily on the device during the session (particularly relevant if recording offline), but is not retained permanently on the phone once uploaded. The precise storage requirements will vary depending on recording length.
Q: Will Smart Plans work in areas with low mobile signal or offline?
Yes. The recording is built directly into the Birdie carer app to take advantage of offline capability. You can record the consultation while offline, and the file will automatically upload to the Agency Hub as soon as you reconnect to the internet. Internet is only needed for the upload, not the recording itself.
Q: Is there a time limit on how much can be recorded in Smart Plans?
Up to four hours of recording is supported. In practice, most initial care consultations are significantly shorter than this.
Q: Can you background the app or turn the phone screen off during recording? You cannot fully close the app, but you can switch to another app or turn the screen off and the recording will continue. It is best to keep the phone positioned close to the client, as clients' voices tend to be quieter.
Q: Can I access assessment questions on my phone while SmartPlans is recording? Yes. You can use your phone as normal while recording. If you want to access assessments in the Agency Hub at the same time, you can do that too.
Q: How will SmartPlans work with clients who don't speak English?
Currently, SmartPlans requires that the client, or someone representing them, speaks English. The AI handles a wide range of accents, but translation is not yet available. This is something the team is actively considering for the future, given the diversity of languages in the social care sector.
Q: Could the AI take things out of context, like predictive text?
No. The AI transcribes the conversation word for word, with no interpretation or inference. Tight guardrails are in place to prevent hallucination, and all suggestions must be grounded in facts from the actual conversation. You will always see the relevant quotes from the transcript alongside any suggestion, so you can verify the source at all times.
Q: How does AI assist with care planning for clients with limited verbal communication skills?
In practice, a next of kin or family member is often present and can be very helpful in these situations. Alternatively, the person conducting the assessment can speak out their interpretation of what the client is expressing during the recording, ensuring it accurately represents the client's needs.
Q: What training is provided to ensure staff use AI safely and effectively?
Birdie has invested significantly in making SmartPlans as simple and intuitive as possible. It sits within the familiar care plans environment, with transparency built in (quotes visible alongside suggestions, and clear human control at every step). Full training support will be provided at launch.
Q: Are there AI suggestions for other areas of Birdie, such as the client feed or concerns? Not yet. The first iteration of SmartPlans is focused exclusively on assessments. There may be scope to expand AI assistance to other parts of the Birdie platform in the future, but nothing is confirmed at this stage.
Q: Will we eventually be able to use voice recording to complete care notes?
This is within Birdie's product vision. There are some technical limitations to address first, but using voice to support the completion of care notes is something the team is actively thinking about for the future. Please note that for both Android and iOS phones, voice recording is already possible using the microphone option on the keyboard on the phone. You can tap the microphone button and dictate your notes, and the phone can transcribe live.
Assessments & Templates
Q: How do we access printable or downloadable assessment templates?
Please contact Birdie’s Partner Care team via [email protected] or the chat in the Agency Hub. They can share assessment templates with you in PDF form. You can also read the Help Centre article on how to download blank assessment templates from the Agency Hub.
Q: Can we customise or tailor assessment forms to match our own templates? Currently, Birdie's assessment formats are structured and set. This is intentional, as structured data is what enables features like AI suggestions and the Q-Score. For highly specific, condition-specific, or clinical assessments that do not fit within the standard framework, use the Documents area within the client's care plan to upload your own forms. If you have feedback on the existing assessment structure, please share it with your Customer Success Manager or via Birdie’s public roadmap in Productboard.
Q: Can you add photos or images to care plans?
Yes. You can upload documents and images to the Documents area of a care plan. You can also toggle visibility on or off so that carers can or cannot see the document in the carer app. See: How to upload documents onto your care recipients' care plans.
Q: Can I complete the initial assessment offline due to low signal?
Currently, assessments in the Agency Hub require connectivity. However, once Smart Plans launches, you will be able to record the consultation offline and have the AI populate suggestions when you are back in signal. In the meantime, your Customer Success Manager can provide downloadable templates for paper-based use on initial visits.
Outcomes & Progress Tracking
Q: How is best to document an ongoing outcome (such as maintaining mobility) where the outcome can never technically be "completed"? Ongoing outcomes are best evidenced through the review cycle. As you conduct service reviews and QAs, you progress and update these outcomes. Carer observations and task notes submitted during visits are also a powerful way to evidence that the outcome is being actively worked towards. You can view observations across your whole client base at a mass level through Looker reports rather than going into each individual client record. See: Breakdown of each Birdie Analytics report.
Q: Is there somewhere to document reablement success, such as reductions in package of care or goals met? Birdie's structured assessments may not fully capture the specifics of reablement. The most flexible approach is to use the Documents area within the care plan, where you can upload your own reablement-specific documentation and toggle it on or off for carers to see. Keep documents clearly titled and up to date, using the area as a live reference rather than a general filing system.
Q: How does the Outcomes (Beta) feature work, and how do I access it? Outcomes Beta allows you to track client progress directly within Birdie, though it is still an early-stage feature available as part of the Advanced plan. To access it, contact the Birdie Support team via in-app chat and ask for it to be enabled on your account. Search the Birdie Help Centre for "outcomes beta" for the relevant guidance article.
Q-Score & Birdie Analytics
Q: Where do we find the Q-Score and how do we access it? The Q-Score is available through Birdie Analytics. It gives you an organisation-wide monthly quality rating across care planning, call monitoring, alert responsiveness, caring staff, and medication monitoring, showing you where you are strong and where you need to focus.
Useful links:
If you have not accessed Analytics before, start here: Introducing Birdie Analytics.
Care Plan Structure & Best Practice
Q: We were originally advised to put all details in tasks rather than core assessments. What is the guidance now?
The two areas serve different purposes and should not duplicate each other:
● Core assessments = structured needs and risk assessments. This is where you document how you have assessed the need and how you have mitigated the risk.
● Task planner = instructions on how to deliver the care (e.g. how to prepare a specific meal, how to assist with a morning routine).
The detail about a client's preferences and routines belongs in both, but in different ways: the assessment captures the need and risk context, while the task note gives the carer the practical instructions for that specific visit. See: How to create or edit tasks for your care recipient.
Q: Completing a full care plan would take multiple hours. Is this realistic?
Birdie acknowledges that thorough initial assessments are time-consuming. SmartPlans is being developed specifically to address this, turning recorded consultations into structured assessment suggestions to significantly reduce the time required. In the meantime, building good habits now with the current structure means your team will be ready to take full advantage of Smart Plans when it launches.
Q: Does the care plan need to be completed in first or third person for CQC requirements?
This can vary depending on the inspector. For authoritative, up-to-date guidance on care plan content requirements, refer directly to the CQC website.
Q: Is there a way to know when care plans are due for review?
Yes. You can report on this via Looker. The Care Management Pulse Dashboard in Birdie Analytics shows you when care plans are due for review, helping you stay proactive. See: Breakdown of each Birdie Analytics report.
Q: If we complete a service review, will Birdie highlight which areas of the care plan need updating?
Completing a Service Review is a great way to keep on top of care plan accuracy. Here's how it works in practice:
1. Record the Service Review by using the Service Review form found under Auditing Documents. Once completed, this will appear on the Care Recipient's Care Plan page with the date it was carried out.
2. Update the care plan separately - the Service Review form records that the review took place, but any changes to the care plan itself need to be made directly in the Care Plan tab.
From there, select Review Assessment on the relevant assessment tile and add notes on what has changed. So in practice, you'd do both steps: complete the Service Review in Auditing Documents while with the client, then head to the Care Plan tab when you are back in the office to update any assessments as needed following the review.
Documents & Carer App Visibility
Q: Staff cannot access uploaded care plan documents on their phones. How can they access them?
You need to toggle document visibility on in the Agency Hub. Navigate to the client's care plan, go to the Documents section, and ensure the toggle is set to visible for carers. Documents must be in PDF, JPEG, or PNG format to be visible in the carer app. You can also check your agency-wide settings here: Customising your settings on Birdie. If you are still having issues, contact the Support team.
Q: How do I manage which documents carers can see on the app?
In the Documents section of a client's care plan in the Agency Hub, each document has a visibility toggle. When toggled on, carers can see it in their app. When off, it is hidden from the carer app. Treat this area as a live, up-to-date reference rather than an archive. Historic documents should be saved elsewhere (e.g. in a cloud-based solution such as OneDrive). See: How to upload documents onto your care recipients' care plans.
Additional Pre-Submitted Questions Risk Assessments
Q: How can risk assessments be balanced with promoting independence? What risks need to be included?
Birdie's assessments prompt you to identify risks and document mitigation steps for each one. The key principle is that risks should be actively managed rather than just listed. CQC inspectors want to see evidence that risks are understood in the context of the individual's life, goals, and preferences, not just recorded for compliance purposes. Risk assessment is also an opportunity to document how you are actively supporting independence rather than restricting it. For the full list of Birdie's risk-related assessments (including falls, dysphagia, skin integrity, and more), see: All the assessments available in Birdie. For peer guidance on specific risk scenarios, Birdie's community platform Flock is a great resource, with over 3,000 care sector members sharing best practice.
Q: What associated risk assessments should be included in a care plan?
This will vary depending on the individual client, but Birdie's assessment recommendations feature will suggest the most relevant assessments based on the client's profile when you are creating their care plan. Common risk areas to consider include falls, nutrition and hydration, skin integrity, mental capacity, environmental risks, and condition-specific risks such as dysphagia. Your Customer Success Manager can also help guide you on assessment best practice.
Task Customisation & Usability
Q: Can we customise tasks or add our own? There are too many clicks and some tasks feel repetitive.
Birdie uses structured task titles to ensure consistency across your team and to avoid duplication. However, the details/notes field within each task is where you add personalised, client-specific instructions (how the client likes their breakfast prepared, their preferred routine, etc.). The benchmark to aim for is: "If a bank carer came in tomorrow with no prior knowledge of this client, could they deliver great care just from what is in Birdie?" See: How to Guide
Q: The app has too many places to find information and can feel time-consuming. Will this be addressed?
Making Birdie more intuitive and reducing friction for busy care staff is an ongoing priority. Feedback on specific areas that feel cumbersome, including accessibility and neurodivergent-friendly design considerations, is exactly the kind of input that shapes the product roadmap.
Please share detailed feedback via Birdie’s public roadmap in Productboard or your Customer Success Manager.
Care Plan Version History & Legacy Records
Q: Can you update care plans so new information is visible to carers, while keeping older information hidden but accessible for comparison?
Every change made in Birdie creates a timestamped audit trail, so historical information is always retained and auditable in the background.
For guidance on how to structure this for your team day to day, speak to your Customer Success Manager. If you would like to see a specific version history or comparison feature, log this as a product suggestion via Productboard.
Q: I uploaded care plans for existing clients. When doing a review, do I have to start from scratch?
Not at all! If you've uploaded existing care plans as PDFs, here's the recommended approach to get clients fully onboarded onto Birdie:
1. Complete the Birdie assessments - Head to the Care Plan area and fill out as much as you can using the built-in Birdie assessments, using the uploaded PDF as your reference point.
2. Use the next Service Review to fill in the gaps - Any information you couldn't capture straight away can be picked up and reassessed during the client's next scheduled Service Review.
Once fully onboarded, tidy up the view - When you're confident the client is fully set up on Birdie, you can make the PDF care plan redundant and toggle it off for carers. This keeps things clear and ensures carers always know which care plan to reference.
Daily Care Notes & Reporting
Q: How do I access daily care note reports and actions?
Birdie's Looker-based reporting gives you access to observations and care notes across your client base. Rather than reviewing each individual client record, you can view carer notes, observations, and flagged actions at a mass level through the reports available in Birdie Analytics. For a walkthrough of which reports are most relevant to your needs, contact your Customer Success Manager or the Support team. See: Breakdown of each Birdie Analytics report.
Didn't see your question answered here? Post it on Flock, Birdie's free community for the social care sector with over 3,000 members, or reach out to your Customer Success Manager directly. For technical queries, contact the Support team via the in-app chat.