Service User Visibility Issues
If you’re unable to see certain service users in your list, this is typically related to permissions, filters, or your assigned role.
Check Your User Role and Permissions
Different roles have different levels of access:
- Organisation Admin: Can see all service users within the organisation
- Organisation Manager: Can see all service users in assigned locations/departments
- Organisation Employee: Can only see assigned service users
- Organisation DSL: Can see all service users for safeguarding purposes
To check your role, click your profile icon in the top right corner, select “My Account”, and your role is displayed under “Account Information”.
Review Active Filters
Active filters may be hiding service users from your view. Look for the filter panel at the top of the service users list and check if any filters are active (highlighted in purple). Common filters that limit visibility include location/home filter, active/inactive status, and department assignment. Click “Clear All Filters” to remove all active filters.
Verify Service User Status
Inactive or discharged service users may be hidden by default. Use the “Status” dropdown filter and select “Show All” or “Inactive” to view inactive records. Discharged service users are archived and require special access to view.
Check Location/Home Assignment
If you work across multiple locations, verify which locations you’re assigned to in your user profile. Use the location filter to switch between different homes/locations. Contact your Organisation Admin if you need access to additional locations.
Browser Cache Issues
Sometimes outdated cached data can cause display issues. Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac) to hard refresh the page, clear your browser cache and cookies, then log out and log back in.
Data Protection Note
Remember that limiting access to service user records is a GDPR requirement. You should only have access to records necessary for your role and responsibilities.