If something does not look right in the Clinical Portal, this article covers the most common issues and what you can do to resolve them. If the steps below do not help, contact your system administrator.
The portal is not showing the latest information
The Clinical Portal only loads data when you first open the screen. If a colleague has added a new alert, updated a risk record, or made any other change while you have the portal open, those changes will not appear automatically.
To see the latest information, click the patient's name in the Client Banner. This refreshes the portal and loads the most current data.
⚠️Important: Always refresh the portal before making a clinical decision or at the start of each clinical contact.
A tab is not visible on the portal
If you cannot see a tab you expect to find on the Clinical Portal, this is usually because:
The tab is restricted to specific clinical teams or services, and your account is not associated with one of those teams.
You previously closed a tab that was set as closable.
Re-open a tab you have closed
If you have closed a tab and want to restore it, re-select the Clinical Portal from the menu. This reloads the portal and restores any tabs you have closed.
📌Note: The Safety Overview tab cannot be closed. If it is not visible, contact your system administrator.
The Safety Overview tab is not the first tab shown
The Safety Overview tab should always appear as the first tab on the Clinical Portal. If another tab is appearing first, this is a configuration issue. Contact your system administrator to have this corrected.
A panel is showing no data
If a panel displays a message such as "No active alerts recorded for this patient" or appears empty, this may mean:
There is genuinely no data of that type recorded for this patient. For example, no active alerts or no outstanding care plan actions.
The portal has not been refreshed since the data was added.
First, refresh the portal by clicking the patient's name in the Client Banner. If the panel is still empty and you believe data should be present, contact your system administrator.
A safety indicator icon is not appearing
If you expect a safety indicator icon to be displayed but it is not showing, this may be because:
The condition that triggers the indicator has not been met for this patient. For example, the risk review may not yet be overdue.
The portal has not been refreshed since the relevant data was recorded.
Refresh the portal by clicking the patient's name in the Client Banner. If the indicator is still not appearing and you believe it should be, contact your system administrator.
A safety pop up notice is not appearing
A safety pop up notice will only appear when a prompt has been recorded for the patient on the relevant form. If no prompt has been recorded, or if all recorded prompts have expired, the pop up will not be shown.
If you believe a safety notice should be appearing for a patient but is not, contact your system administrator or the clinician responsible for recording safety prompts for that patient.