Decide who owns monitoring during the day.
Start the shift with a named person responsible for reviewing ECM and an agreed handover when that responsibility changes. Confirm the date and area being monitored, the service’s escalation procedure and where follow-up will be recorded.
MyRoster’s ECM workspace includes live and historical records, communication logs, late starts and compliance views. The care office can review recorded clock-ins, clock-outs and durations alongside the rota. Thresholds for early and late starts are configurable; use the settings agreed for your service rather than treating an example number as a universal rule.
Understand what the exception actually says.
Separate missing attendance information from a confirmed delivery problem. A visit with no clock-in may need urgent follow-up under your procedure, but the missing record alone does not establish what happened. Likewise, a recorded location is supporting information, not proof of the quality of care delivered.
MyRoster provides concern filters for visits that have not started, late starts, short durations, missing clock-outs and automatically logged-out sessions. Work through the relevant records with the current rota and available visit information in view.
- No clock-in: check the current planned visit, assignment and available attendance information.
- Late start: compare the scheduled and recorded start, then establish the context.
- Short duration: review recorded times, visit information and any reason provided.
- Missing clock-out or auto logout: confirm what happened before treating the displayed duration as complete.
Investigate against the current plan.
Confirm the client, visit date, planned time and assigned carer. Check whether the visit was changed, covered by someone else, cancelled or placed on hold. Use your service’s contact and escalation process to establish what is happening and whether further action is needed.
Illustrative example: a 09:00 visit appears without a clock-in, while the rota shows a covering carer. The office checks the changed assignment and contacts the relevant team member. If attendance is confirmed, investigate the recording issue; if it is not, follow the service’s procedure for unresolved attendance. The ECM flag helps start that investigation but does not decide the outcome.
Record the finding and the follow-up.
Record what was established, who was contacted, what action was agreed and who is responsible for anything still open. MyRoster includes communication logs alongside visit monitoring; use your organisation’s approved records and permissions for the relevant information.
Keep the original issue understandable. Where a record needs correction, follow your authorised correction process and explain the reason. A cleaner-looking monitoring screen is not a substitute for an accurate account of the visit.
- Which visit and exception were reviewed?
- What evidence or contact established the current position?
- What action was taken, by whom and when?
- What remains unresolved, and who will review it next?
Use the handover to improve tomorrow’s rota.
Before handing over, separate completed follow-up from open actions and confirm the next owner. Review any visits still lacking a clock-out rather than assuming they will explain themselves in the timesheet.
Look for recurring patterns over time: the same run starting late, repeated short durations or frequent recording problems for a particular workflow. These are prompts to investigate scheduling, travel, training or recording issues. Check the underlying records before drawing conclusions about an individual’s performance.
Common questions
Does a missing clock-in mean the care visit was missed?
It means there is no matching clock-in in the view being reviewed. Check the current rota, visit information and the service’s contact process to establish whether care took place and what action is needed.
What is an automatically logged-out visit?
It is a session the system has closed automatically rather than through the usual carer clock-out. MyRoster makes these sessions available for review. The office should investigate the context before relying on the recorded duration.
Can ECM replace the office’s escalation procedure?
No. Monitoring supplies information; your service still needs people responsible for investigating concerns, communicating changes and following its agreed escalation procedure.