Report and manage maintenance issues

The Maintenance section is where your nursing home records repairs, housekeeping issues, equipment needs and safety concerns in one place.

Think of a Maintenance Request as the digital equivalent of writing an issue into a maintenance book. Each request keeps the location, description, photos, status and update history together.

Entering a request creates a record. If there is an immediate safety risk, take the right safety action in the home first, then record the issue in Maintenance.

• a short title;
• the location in the building;
• optional location details;
• a category, for example repair or safety;
• a priority;
• a description of what was observed;
• optional photos;
• a status that shows where the work currently stands;
• an optional assignee;
• a timeline of updates.

One request should cover one clear issue. If you notice a leaking tap and a broken handrail, create two requests.

1. Select Report an Issue.
2. Enter a clear Issue title.
3. Enter the Location, for example Room 12, Kitchen or Corridor A.
4. Add Location details if helpful, for example ensuite sink or near lift.
5. Choose a Category.
6. Choose a Priority.
7. Write a clear Description.
8. Attach Photos if they help explain the issue.
9. Select Submit.

After you submit, the request is saved and you can open it from My Tasks. Managers can also review it in All Requests.

Categories include Maintenance Repair, Housekeeping Issue, Damage Report, Equipment Request, Replacement Request, Safety Concern and Other.

Priorities

• Low — minor issue with little immediate effect.
• Medium — needs attention but is not urgent.
• High — should be reviewed soon because it affects normal use or may worsen.
• Urgent — immediate safety, operational or serious property concern.

Use Urgent only for genuine urgent concerns. If there is an emergency, take the required safety action in the home as well as recording the request.

Focus on the issue, the location, what was observed, any immediate safety concern and what action may be needed.

Good title: Leaking tap in Room 12 ensuite

Poor title: Broken

Do not include resident names or personal clinical information in the title or description unless your home’s procedure specifically requires it for safety. Prefer room or area names.

Photos are optional, but they often save time. Focus on the issue, not people. Avoid faces, personal documents, medication charts or resident information. You can upload photos later from the request page if none are available at creation.

• Anyone who can open Report an Issue can create a request.
• My Tasks shows requests you reported or that were assigned to you.
• Administrators and staff with Maintenance permission also see Overview and All Requests.