Using smartphones and devices as an adult social care provider
Guidance for adult social care providers on how to use smartphones and other devices to support better care, and how to keep them secure.
Introduction
This guidance will help you to:
- understand the benefits of using smartphones and devices in adult social care
- decide whether to provide staff with smartphones or allow the use of personal devices
- understand the risks involved in using smartphones and how to keep them safe
There are 2 options for introducing smartphones and other mobile devices at your organisation:
- provide company phones
- use software that is designed so staff can use their personal devices
The main factors in this decision include cost and safety, as well as what you want to use the devices for.
Comparing company and personal devices
Providing company devices
Advantages include:
- easier to make sure they’re managed securely
- better oversight
Disadvantages include:
- higher cost
- may need technical expertise to manage
- staff less familiar with using device
Providing personal devices
Advantages include:
- more cost effective
- staff already comfortable with using device
Disadvantages include:
- less secure
- need to enforce a ‘bring your own device’ policy
- less oversight
Decide what you’ll need them for
To decide which route to take, consider how you plan on using smartphones and other devices in your organisation. There are 3 levels of tasks you might use them for, which are:
- communication
- paperless systems
- core operations
Level 1 - communication
This is using smartphones as a communication device only, so staff can co-ordinate care more efficiently and collaborate with others.
Uses
This allows you to centralise messaging, reducing the need for official updates and informal conversations across your organisation.
What you need
A messaging app with licences for staff.
How to be safe
Train staff in code of conduct and UK General Data Protection Regulations (UK GDPR) compliance. For example:
- not sharing identifiable information about clients or photos of them
- using strong passwords
- spotting abuse or malice
- reporting bad conduct
- reporting data breaches if their phone is lost or stolen
What to do
If you use devices for less official communications such as travel conditions and changes to timings, then you could ask staff to bring their own. Set up an account on a simple messaging platform and train staff to use it on their own device.
You could use:
- Microsoft Teams - a messaging platform included with Office 365, which lets you set up groups and include third party apps for tasks such as editing documents remotely
- enterprise social networks such as Slack or Yammer - these are like internal social media, but you can control the groups staff are in to some extent (most social networks have a free version or can cost around £10 to £20 for full functionality)
- Facebook or WhatsApp - it’s important to make sure these are used safely
Level 2 - paperless systems
This means using mobile devices to access digital admin systems, such as annual leave systems, policy libraries and rota information (sometimes called an ‘intranet’). It replaces the need to send out rotas and forms to the whole company.
Uses
Paperless systems allow staff to access information and systems that are relevant to them from their device. For example, so they can book leave or see their schedule.
What you need
Software that allows each person to access an account from a mobile device.
How to be safe
Only allow staff to access information that’s relevant to them on the system, and provide training on code of conduct and UK GDPR compliance.
What to do
You could allow staff to bring their own devices, as long as you provide comprehensive training and clear processes. Make sure staff understand which information is stored where while accessing the intranet and how to keep it safe.
Alternatively, provide a company phone with the system already installed to make sure it’s easy to use it correctly and safely. You could select a senior team to receive these phones and manage most of the intranet, providing only basic access to other staff.
You could use software such as:
- Microsoft SharePoint - a cloud storage system included with Office 365, it allows documents, videos and photos to be stored and organised in the way you choose, and you can give different access permissions to different staff
- Interact - a similar system designed specifically for healthcare (though not specifically social care)
Level 3 - core operations
This is using mobile devices to allow support workers, co-ordinators and managers to carry out everyday tasks remotely and instantly.
Uses
This allows you to carry out tasks remotely such as:
- logging in and out of visits
- sending updates about a person’s conditions
- designing and reviewing care plans
What you need
Care software that works safely with smartphones and other devices.
How to be safe
You will need:
- complete governance covering smartphones, including how to keep all software up to date
- contingency plans, plans for phones breaking or being lost or stolen, misused or hacked
- regular staff training on UK GDPR compliance, digital skills and digital safety
- contracts that outline staff responsibilities related to the devices
- to check the phone for appropriateness and safety, if allowing personal devices
What to do
In most cases, it’s better to provide company devices.
To bring the cost down, consider which staff need full access to all systems and who needs a device at what point. Some providers keep devices fixed in safe locations and allow care workers to sign into these with their own accounts during their shift, but not take them away from these locations.
Consider how devices can connect to the internet, especially if care workers are moving around or in rural areas.
Care software usually includes safety measures and updates, but you may still need mobile device management software or a clear policy about use.
If you allow staff to use their own devices you should have appropriate safeguards in place. This is sometimes called ‘bring your own device’ and includes:
- having a clear policy
- completing a data protection impact assessment
- using secure and approved apps
- ensuring work data is kept separate from personal information
You should also make sure staff understand how to follow your organisation’s policies and use devices securely. Fully unmanaged use of personal devices presents the highest level of risk and should be avoided.