idea

Idea Brief – Client Home Care Agreement (HCA)

Epic: TP-1865-HCA-Client-HCA Initiative: TP-1858-Consumer-Journey Epic Code: HCA Status: In Progress

Problem Statement (What)

New and transitioning clients are signing Home Care Agreements (HCAs) outside the Portal (e.g., DocuSign/PDF or ad-hoc uploads). This creates friction at onboarding, inconsistent SLAs, and weak auditability of consent artefacts—especially as Support at Home (SAH) scales. Clients need a clear, guided in-Portal contracting experience with states, reminders, and durable evidence of consent.

Possible Solution (How)

Create a new Agreements area in the Recipient Portal hosting three sections: HCA (pinned first), Variations (e.g., management option or coordinator changes), and Other Agreements (ATHM, oxygen supply, and TPC). Introduce a state model and consent capture patterns:

State Model

Sample (watermarked, non-offer, pre-meeting) → Sent (actionable) → Signed
Plus Terminated/Reactivate lifecycle events
Post-meeting gating flips Sample → Sent
First-login redirect to Agreements if no Signed HCA exists

Digital in-Portal signature (preferred)
Upload signed PDF (manual path)
Verbal consent with minimum transcript + call ID (audio link preferred) stored or durably linked on the agreement record

Key Features

TPC placement: Keep TPC within Other Agreements (Agreements tab) for consistency; optionally cross-link to Suppliers/Services for context later
SLA & reminders: Automated reminders at T+24h and escalation at T+48h for “Sent” items, with delivery logs and audit trail
Annual review: Track next review due date, show in dashboards, and notify ahead of due dates

The solution follows the latest PRD/Confluence structure and Portal IA conventions for list/detail views, facts panels, and auditability.

Benefits (Why)

Reduced Time-to-Contract

Guided first-login flow, gating from Sample → Sent, and automated reminders shorten the path to signature. Target: Median ≤24h from Sent → Signed

Compliance & Audit Strength

Standardised artefacts (digital/PDF/verbal) with durable storage/links and immutable event logs. Target: ≥99% agreements with complete consent artefacts

Operational Scale for SAH

Centralised Agreements area, clear states, and lifecycle visibility support thousands of clients on mobile and desktop.

Experience Consistency

One place for HCA, variations, and other agreements (incl. TPC), improving discoverability and reducing handoffs.

Owner (Who)

Owner: Head of Product Design

Other Stakeholders (Accountable / Consulted / Informed)

Accountable

Product
Engineering
Compliance/Legal

Consulted

Care Partners
Client Services
Operations

Informed

Sales
Marketing
Training

Assumptions & Dependencies, Risks

Assumptions & Dependencies

Interim Zoho Integration Interim Zoho form/webhook bridging persists for a controlled migration; long-term flow is Portal-native.
External Identity Feeds External identity/contact feeds (Services Australia / My Aged Care) may be incomplete; store durable IDs/links where available.
UX Pattern Alignment UX patterns, tables, and PRD formatting align to current Confluence PRD/Idea Brief templates.

Risks

Evidence Gaps If transcript/call ID or audio links aren’t captured reliably. Mitigation: Required fields, validations
SLA Non-Compliance If reminder/escalation policy isn’t enforced or contact data is inaccurate. Mitigation: Templated comms + contact data uplift
Migration Complexity When backfilling historic agreements and linking artefacts. Mitigation: Scripts, QA, and staged cutover

Estimated Effort

Component	Estimate
Design & IA	Agreements tab (list/detail, states, empty-states) — ~1 sprint
Backend	Models (agreements, artefacts, states), file storage, APIs — ~1–2 sprints
Frontend	Lists, detail views, signing flows, upload & verbal-consent forms — ~1–2 sprints
SLA/Notifications & Audit	Schedulers, templates, logs/exports — ~0.5–1 sprint
Migration/Bridging	Historical HCA import, Zoho connectors, verification — ~0.5–1 sprint
QA/UAT & Hardening	~0.5–1 sprint

Total: ~4.5–7 sprints

(Indicative; refine after technical discovery and dependency confirmation.)

Proceed to PRD?

Yes. PRD to include detailed user stories, acceptance criteria, permissions, audit/export, migration plan, and milestone plan consistent with the latest template.

Last Updated: 2025-11-09 Source Documents:

TC-HCA - 1. Idea - Brief v2-091125-043132.pdf
TC-HCA - 1. Idea - Brief-091125-043148.pdf