Performance Portal v3.02
⏳Connecting…
Dashboard
⚡ Today
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0
Total Staff
0
Staff Audited
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Audit Pass Rate
Target: 40/40
0
In Probation
0
In Training
New starters
0
Absent / Mat.
Away from work
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Team Ans Rate
Latest import
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Avg Ans Rate
Per staff member
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Total Calls
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Total Missed
Latest week
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Avg AHT
Handle time
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Avg Queue
From uploads
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Staff Audited
QA audits this period
⭐ Spotlights
Ranked by QA score (0–40)
🏆 Hub Champions
Quality Star by QA avg · Call Leader by ans rate & AHT
Staff
All staff — click any row to open their profile. Use filters to find by status, region or hub.
🔍
Daily Quality Audit
Score each PSC against the 6 quality measures + 2 call metrics. Combined target: 40/40 (30 quality · 10 call metrics).
👤 Staff Details
PSC being assessed
⭐ Quality Measures
Target: 40/40
👋 Q1 · Greetings
Correct site greeting used every call. Immediate 0 if failed.
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🏥 Q2 · Verifying Patient Details
Name + spelling, DOB, contact number confirmed. Immediate 0 if any detail missed.
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💻 Q3 · Online Access Promoted
Signposted to online form on all applicable calls. Score 0 or 5.
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💬 Q4 · Empathy & Soft Skills
0=Dismissive · 1=Indifferent · 2=Basic · 3=Warm · 4=Good · 5=Excellent
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🩺 Q5 · Triage Information
0=Poor/no info · 1=Basic · 2=Below avg · 3=Average · 4=Good · 5=Excellent (Medical Model, GP can act immediately)
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📅 Q6 · Appropriate Timescales Given
0=None given · 1=Incorrect info · 5=Correct info given as per practice handbook
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0
/ 30
Quality score
0%
target 100%
% of target
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Rating
📞 Call Metrics
Target: 10/10
⏱️ M1 · Average Handle Time
0=8min+ · 2=6–8min · 4=3–5min · 5=Under 3 min (target)
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✅ M2 · Answer Rate
0=≤93% · 1=93–94% · 2=94–95% · 3=96–97% · 4=98–99% · 5=100%
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0
/ 10
Call metric score
0
/ 40
Overall total
0%
target 100%
Overall %
📝 Assessor Notes
📋 Tick any areas needing improvement — add specific comments for each
Performance Review
Complete for weekly, bi-weekly, or monthly check-ins. Review frequency set per staff member based on performance level.
👤 Review Details
🤝 Check In
How are you feeling this week?
What do you feel went well this week?
Did you face any challenges this week?
Do you have any upcoming annual leave booked?
📅 Attendance & Absence
📅 Attendance Overview (2026)
Select a staff member above to load their leave history.
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Absences this period
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Total days absent
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Bradford factor
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Trend vs prior period
Absence Log
Absence discussion notes
📊 KPI Review
Quality Scores
ⓘ QA scores below are pulled automatically from saved audits. Select a staff member above to load their data.
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Latest QA score
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QA average (all audits)
0
Audits on record
40/40
Target
Quality score summary & assessor comments
Call Statistics
📊 Performance summary for these stats
🔍 Reflection
How do you feel you could improve your overall quality score?
💼 Line Manager's Feedback
Overall feedback & observations this period
🎓 Support & Training Needs
What support do you need from your line manager?
Is there any additional training you feel would benefit you?
🎯 Goals for Next Review Period
Probation Review
3-month and 6-month structured review. Tracks milestones, decision, and supporting evidence.
👤 Employee Details
🗓️ Probation Timeline
Week 1–2 · Induction & onboarding
Training modules, system access, site familiarisation
Week 4 · First check-in
Informal weekly review — settling in, early quality monitoring
Month 3 · Formal probation review
Quality scores, KPIs reviewed, probation continued or concerns raised
Month 6 · Final probation decision
Pass / extend / fail decision made and documented
📊 Performance Ratings
Rate the employee against each area below.
| Improvement Required | Average | Good | Excellent | |
|---|---|---|---|---|
| Quality and accuracy of work | ||||
| Attendance | ||||
| Timekeeping | ||||
| Work relationships (teamwork, interpersonal and communication skills) |
⚠️ Areas Where Standards Were Not Met
Provide specific examples where the employee has not met the standards set by the business.
Quality and accuracy of work
Attendance
Timekeeping
Work relationships (teamwork and interpersonal and communication skills)
✅ Areas Where Standards Were Met
Provide specific areas where the employee has met the standards set by the business.
Quality and accuracy of work
Attendance
Timekeeping
Work relationships (teamwork and interpersonal and communication skills)
📈 Development, Employee Views & Overall Summary
Outline any areas where performance needs to improve
Outline the employee's views on the job, work environment and working conditions
Summarise the employee's overall performance during probation
📞 Call Statistics (Reference)
Call stats are shown for reference only — auto-populated from the latest available data.
🎯 Goals for Next Period
Set clear goals that will be reviewed at the next probation check-in. These carry forward to the next review automatically.
⚖️ Confirmation Decision
⚠️ Performance Improvement Plan (PIP) Review
A formal plan with measurable targets, support, and review checkpoints. Use after informal feedback hasn't resolved issues.
Reason for PIP
Concerns raised & supporting evidence (audits, attendance, complaints, etc.)
Previous informal feedback & outcomes
Performance snapshot at plan start
Select a staff member to auto-populate their current QA, call stats and absence figures.
Specific, measurable objectives
Support being offered
Training, coaching, mentoring, additional resources
Review checkpoints
Consequences if objectives are not met
Plan outcome
Manager's closing comments
Training Sign-Off
Select a system to begin
Which system is this sign-off for?
The form will adapt to show the correct pathway, checks and skills for that system.
🏅 Quality Scores
All QA audits — filter by Team Leader or staff member
or
to
All Sites — Current RAG Status
Click a site for detail
Section Performance
Audit Coverage This Week
Performance Tracker
QA score trends and key stats per staff member.
📊
No data yet
Save quality audits and weekly reviews to see the performance tracker populate here.
🗓 Audit Schedule
Who needs an audit, how overdue they are, and their assigned cadence.
Default audit cadence by status
Probation
Active
Training
PIP
📊 Reports
Full record history — performance reviews, PIPs and significant events per staff member.
Fixed Rota
Weekly schedule for all contracted staff (excludes zero-hours).
✅ Task List
Actions from QA audits and DSL live ops flags — assigned to Team Leaders
⚙️ Admin
Data imports, staff management, backup and portal settings.
📥 Data Imports
▼
📅 Weekly Call Data Upload
Upload all 3 files from Surgery Connect for the week. Select the week start date first, then upload all files together.
1. User Calls Overview
Per-staff answered, missed, AHT
e.g. Abbey_User_Calls_Overview_20260506.csv
2. User Status Overview
DND, DCO, available time per staff
e.g. Abbey_User_Status_Overview_20260506.csv
3. Group Overview
Queue times per site
e.g. Abbey_Group_Overview_20260506.csv
Weekly mode — upload last week's files every Monday
Deputy Rota (weekly, fortnightly or monthly CSV)
Upload any Deputy roster export — weekly, 2-weekly or monthly. Shifts are saved permanently and CPH recalculates automatically. Upload oldest first when catching up.
Deputy Leave Export (absences & annual leave)
Auto-populates Performance and Probation Reviews with absences, annual leave and booked leave.
Columns: Team Member, Leave Request Start Date, Leave Request End Date, Leave Request Policy, Leave Request Total Hours, Leave Request Comment
💾 Data Management
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☁️ Drive Sync — Shared Data
Keep all data in sync across browsers via Google Drive.
📦 Backup all data
Download a full JSON backup of all portal data.
⚙️ Restore from backup
Restore from a previously downloaded backup file.
🏥 Manage Practices / Clients
📞 Call Data Manager
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Use this before re-importing to fix inflated CPH numbers. Does not affect reviews, notes, or staff records.
📥 Audit History Import (JSON backup)
Upload your backup JSON file. Safe to run multiple times — duplicates are skipped automatically.
📊 Historic QA Averages (CSV)
Upload a CSV with columns: employee, average_quality_score. Scores are treated as historic baselines out of 40.
Creates one baseline audit record per staff member dated 2025-01-01. Safe to re-run.
👥 Staff Management
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🔒 Portal Settings
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👤 Attribute Past Performance Reviews
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Assign a Line Manager to performance reviews that were saved without one. Only unattributed reviews are shown.
👥 Portal Access — Who can log in
Only people on this list can sign in with their @linein.co.uk Google account. Clare Besset is permanently Super Admin and cannot be removed.
💡 After adding an alias, re-run a Drive or Manual import — the CSV name will resolve to the correct staff member and their data will populate.