// END-USER INSIGHT //

CareLineLive cutting-edge , the software would need regular updates , many of which would be inspired by customer feedback .

“ There ’ s a constant feedback loop taking place . We build the software , customer data and feedback comes back , updates take place and , of course , this needs to be communicated back to the customer . Communication and collaboration is critical to what we are doing ,” said Hough .

Collaboration is also essential with regulators in charge of industry compliance . Hough has always pushed for CareLineLive to be right at the forefront as it opens doors to the biggest customers , such as the NHS . Cybersecurity and patient data security are major issues and so the company has chosen to comply with standards such as ISO 9001 and 27001 and Cyber Essentials Certified Plus . CareLineLive is also a Professional Records Standard Body Quality Partner and an NHSx assured supplier .

CareLineLive ’ s most recent product update included an integration with GP Connect which means its clients can gain sight of users ’ GP records .

Hough said : “ There were many months of development work and collaboration with the team at NHS England . But the result is that , now , carers can be far more involved in the management of medications and view other aspects of medical records , which is better for the patient .”

The tools team need to make decisions and support his team .

He added : “ When you ’ re working on a complex project with multiple people being involved , it ’ s very easy for bottlenecks to emerge and to go unnoticed . Jira provides the oversight so we know who is working on what and where a stoppage might have appeared .

“ It also shows where collaboration and connections are going to be needed and all the essential things you need to know so you can manage the project and deliver it on time .”

Another part of the Atlassian suite which CareLineLive uses is the workspace software Confluence . Hough says it is effectively an ‘ internal wiki ’, where the company ’ s policies , reports and documents are held and worked on .

“ The fact multiple people can collaborate live on the same document means the entire team is always upto-date with any policies and procedures . It is also a place where they can find solutions for problems ,” Hough said .

As the business has grown more structured , communication has been put in place internally to keep teams on track and

WHEN YOU ’ RE WORKING ON A COMPLEX PROJECT WITH MULTIPLE PEOPLE BEING INVOLVED , IT ’ S VERY EASY FOR BOTTLENECKS TO EMERGE AND TO GO UNNOTICED .

Hough says collaboration on this scale and dealing with this complexity is only made possible with really good software tools . A big part of the company ’ s toolkit comes from the Atlassian suite of software , which contains tools including Jira and Confluence .

“ We use Jira as a project management tool , which helps us keep track of our own software development and processes . We use it for the entire development journey from design , coding , testing and development and release and then all the various improvements of UI / UX or , if necessary , bug tracking ,” Hough said .

Hough says Jira provided him with the necessary oversight he and his management

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