Implementation of CareLineLive I.T system into the Belfast Trust Home Care Service
The project was the implementation of CareLineLive which is an all in one digital system for the Home Care Service. It provides a live digital record of carers visits to service users. This replaces the written documentation that was previously used in service users’ homes. With the new CareLineLive system Home Care workers will use an iPad to scan an individualised QR code, when they enter and leave a service user’s home, and update the tasks they have completed on their iPad. Home Care workers will also be able to see up to date care plans, changes to medication and risk assessments, to support better care.
The CareLineLive system also offers 24/7 access to the Family and Friends Portal. This provides real time information about their loved ones care, offering transparency and engagement. Providing the ability to log onto their account, read care notes, view planned visits and previous visits and who are the allocated staff.
CareLineLive was rolled out to over 600 Home Care staff and 1200 service users between Jan 2024 and May 2025.
The 2 carer representatives’ responsibilities were to provide the perspective of families and service users on how we introduced this change to service users. They also provided input into how we informed and engaged with families and service users to support signing up to the Family and Friends portal.
The carer representatives attended monthly steering group meetings. They also worked as part of a subgroup to:
• develop the letters that went out to service users’ to inform them of the change
• design questionnaires to better understand how service users’ found the implementation process
• reviewed the results of the questionnaires
• amended the communication to families on the basis of these results
They provided input into how to encourage uptake of the Family and Friends portal.
It was essential to have carers’ representatives as part of the steering group to ensure the voice of the service users and carers remained central during this large operational IT project.
The carers provided valuable amendments to information and questionnaires that we sent out to service users’ and families. They also influenced a change in process particularly after questionnaire feedback that some service users were not clear about the new system.
The carer representatives we had were engaged and committed throughout the period of the project.
Quote from carer representative:
“This project displayed true engagement and collaboration with Service Users & Carers. The project team worked well together with all parties fully committed to achieving the project objectives. Many suggestions made by service users & carers were taken on board and changes in processes were implemented, following this collaborative working approach.”
Co-production is vital when services are making significant changes. For large scale projects such as this, it requires time and commitment and consideration should be given to how this should be formally recognised.
