Family Portal Implementation

Family members want to know their loved one is safe, happy, and engaged at your center. A family portal provides that visibility without adding phone calls to your staff's workload. Here's how to implement one successfully.

Why Family Portals Matter

• Reduce anxiety: Families can check in without calling
• Save staff time: Fewer "how is Mom doing" phone calls
• Increase satisfaction: Transparency builds trust
• Support marketing: Families share photos and updates
• Improve communication: Families see what you're telling them

What to Share

Consider sharing these elements with families:

• Daily summaries: High-level overview of the day
• Activities: What programs their loved one participated in
• Meals: What was served, how much was eaten
• Photos: Pictures from activities (with permission)
• Attendance: Arrival and departure times
• Upcoming events: Calendar of activities and events
• Messages: Direct communication from staff

What NOT to Share

Some information should stay internal:

• Clinical nursing notes (share verbally if needed)
• Medication details
• Incident reports (discuss in person)
• Information about other participants
• Staff notes about difficult behaviors

Implementation Steps

1. Choose your platform: Built into your software or standalone app
2. Set permissions: Decide what families can see
3. Get photo consent: Obtain media release forms from all participants
4. Train staff: Show them what families will see and how to post
5. Pilot with select families: Get feedback before full rollout
6. Launch and promote: Help families set up accounts
7. Monitor and adjust: Review what's working and refine

Photo Sharing Tips

Photos are often the most valued portal feature:

• Only share photos of participants with consent on file
• Be mindful of what's in the background (other participants)
• Aim for candid activity shots, not posed photos
• Daily photos aren't necessary—a few per week is fine
• Caption photos to explain the activity
• Don't share photos showing medical equipment or situations

Encouraging Family Adoption

Help families actually use the portal:

• Set up accounts during enrollment
• Send welcome emails with login instructions
• Show families how to access on their phones
• Remind families when new content is posted
• Ask for feedback on what they'd like to see

Managing Staff Workload

Make portal updates sustainable:

• Automate what you can (attendance posts automatically)
• Designate who posts photos and when
• Don't require daily unique content
• Use general activity updates that apply to all participants
• Build portal updates into existing documentation workflows

Measuring Success

Track portal effectiveness:

• Family adoption rate (what % have logged in)
• Engagement (how often do families check)
• Family satisfaction scores
• Reduction in "check-in" phone calls
• Feedback from families