Supporter side refresh (May 2024)

Overview

We have worked with customers to identify areas where we could improve the way supporters use SilverCloud. Over the last year we brought all of this information together to help shape this update, which we hope will improve efficiency and provide some helpful new features.

You can watch a demo video here. 

Why change it?

Feedback we gathered showed that there was room for us to deliver improvements that would help the supporter to;

• work more efficiently; client progress is more accessible and transparent so that it is really easy to understand what the client has done. The system is set up to optimise the time supporters spend doing administrative tasks and free up time to focus on doing a good review.
  
• deliver care effectively; the system includes more features that enable supporters to deliver really effective treatment, making it easier to deliver evidence based interventions and build a strong therapeutic rapport.

What has changed on the client review page?

Improvements have been made across all parts of the supporter interface, however the most notable changes can be seen on the client review page.

Client status panel

This has been moved from the top of the screen to the left hand side and can be hidden away to give supporters more room to review the client activity.

We have also been able to address a wide range of frequent requests from supporters including;

• The full programme name is included, making it clear what programme version the client is using.

• The supporter can clearly see when a note has been added and can view the note quickly.

• The Client ID and e-mail address can be quickly copied.

• Where applicable, additional information that each service collects will also be shown.

 

Client activity panel

The panel is now much larger giving supporters plenty of space to quickly and easily look through the client activity whilst simultaneously writing the review message.

Rather than just displaying recent activity, the biggest change in this section is that all client activity is now shown and recent activity is highlighted. This is in response to the most common request from supporters; to provide a comprehensive snapshot of the clients progress in one place.

 

Questionnaires tab

Detailed questionnaire responses can now be seen without the need to click into a separate page. The chart can be seen under each questionnaire type and the individual answers have been condensed for easier scanning. 

 

Pages tab

Recent pages viewed are highlighted and all pages that have been viewed by the client are shown. A new “show all” button allows supporters to also see the content that has not yet been viewed. The view is more condensed which means less scrolling and searching for information.

By introducing tables to the review interface supporters can now easily see a whole range of information at a glance such as when a client first and last looked at a page, key messages, comments and bookmarks. Module cheat sheets can now be viewed in-line with the module pages. The view has been condensed to reduce scrolling.

Tools tab

Highlighting and tabular formatting has again been used to clearly show what new activity has been generated and how that relates to all previously generated activity.

Where tool data could not easily be put into a table we have reformatted the display to allow the supporter to easily navigate through the content and review the activity.

Tool guides have been added which include information on highlighting as well as a link to open the tool in new tab.

Sessions tab

The sessions tab now includes more information about when the client has logged into their account and how this relates to the various reviews that have been conducted.

 

Supporter messaging

Supporters need an efficient way to quickly recall the previous interactions with a client so that they can write an effective review message. Supporter feedback suggested we could improve their ability to do this by bringing all message interactions together (e.g. in a chronological display which replicates the client view). It is also possible to use the tabs to view only the review messages or the actions that have been completed. 

Once a review has been sent, it can be edited via the drop down menu within the message. Export text can be copied in the same way.

Review writing box

The majority of feedback from supporters centred around increasing the efficiency of writing a review by having everything in one place and reducing scrolling.

Templates can be selected by clicking on this icon or selecting the “Templates” dropdown (depending on screen size). A new search bar allows supporters to easily find and select the templates they are looking for. If a template has been tagged (see section on template management), those tags will also be searchable.

Selecting the  icon will open up a new window where supporters can add bookmarks, view cheat sheets and unlock additional modules all in one place.

Selecting the icon will open up a new window where additional questionnaires can be assigned. This also now includes brief descriptions of the questionnaires.

The “Send” button also opens up a new window and allows supporters to complete the review. The options available within this window will depend on your service settings.

What are the other changes?

Client List Table

It is now possible to choose which columns you want to display and to rearrange them into the order you want them to be in. This allows you to organize the table in a way that works for you. The amber "tick" icon has been replaced with a hyphen to increase accessibility for people who struggle to differentiate between the green and amber colours.

Many of the columns can be filtered to allow supporters to generate a clear view of the clients that they are interested in.

Additionally, the quick reviews feature has been removed. With the new review layout it was no longer any quicker than completing a review on the client page.

Notification Centre (New feature)

Supporters were previously notified of SilverCloud updates via banners at the top of the screen. These are now stored in a notification centre which can be accessed from the bell icon in the top right of the screen. Unread messages will be clearly marked and old notifications can now be read for 30 days.

Template management

We have made improvements to help administrators and supporters manage the templates that are available on their service. Templates are presented in a table view for better usability. Columns can be sorted and searched in the same way as the clients table.

When creating a new template it is now much easier to drop in variables that will auto-populate within the text (such as client name, programme name, next review date).

It is also now possible to add tags to templates to help organise the templates into groups and improve the power of the search feature within reviews.