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New Connected Care features in Lookout

Connected Care is Lookout’s enhanced way to manage third‑party services delivered to members, adding confirmation of delivery, supplier workflows and stronger visibility across the full purchase order lifecycle.

Connected Care builds on Lookout’s existing purchase order functionality by introducing supplier portals, check‑in and check‑out, delivery statuses, QR codes, checkout notes, tracking links - while keeping purchase orders, tickets and existing billing processes in place.

This overview explains what Connected Care is, how it extends current workflows, what’s changing for teams and suppliers.

Before you start 

To use these features, make sure: 

  • You have the relevant access permissions (e.g. purchase order access, finance access, or admin-level access, depending on the feature) 
  • The Connected Care - Confirmation of delivery feature has been enabled for your organisation (contact your Lookout representative if unsure) 

Feature overview

Confirmation of delivery 

Purchase orders now support a full delivery lifecycle - from creating the PO, to requesting confirmation of delivery, to seeing the delivery status and checkout notes all in one place. 

What this means for you: 

  • Purchase order line items can now have a delivery status (Scheduled → Checkout Link Sent → In Progress → Completed or Cancelled) 
  • You can see checkout notes, location data, and cancellation details - just like visits to support remote care monitoring 
  • Purchase orders now support must-do tasks, should-knows, and attachments at the Purchase order line item level  
  • This gives you a complete picture of all services delivered to a Member 

To learn more about this feature, read its dedicated article: Confirmation of delivery 

 

QR code checkout 

Each Member’s home is assigned a QR code for supplier check-in, which should be clearly displayed on-site. On arrival, workers scan the code to log in to the Supplier Portal, view their jobs, and complete check out. These QR codes do not expire. As an alternative, jobs can also be accessed via an emailed link. 

  • QR codes can be generated per Member and downloaded in bulk 
  • Scanning takes the worker directly to the relevant Member's jobs 

Read the full article: QR codes for Supplier checkout 

 

The Lookout supplier portal 

A secure portal where your third-party suppliers can log in, view their assigned jobs, and check in/out of service deliveries. This complements the email-only checkout workflow with a more secure, auditable, and efficient experience. 

Key highlights: 

  • Suppliers receive an email invitation, set up their account, and add their workers (required for QR code flow, optional for link-based access) 
  • Once signed in, suppliers can view all jobs assigned to their organisation - with labels showing which care provider each job relates to (they may work with multiple providers) 
  • Suppliers and their workers can check in, complete must-do tasks, record checkout notes and location, and mark jobs as complete
  • Built-in role levels: Owner, Admin, Worker, and Limited Worker - so suppliers can manage their own team and job access 
  • Suppliers can also manage their organisation details and import basic worker details in bulk 

Read the full article here: How to set up and use the Supplier Portal 

For Suppliers: Getting started with the Lookout Supplier Portal 

 

Lookout Assist & Handover summaries

Instead of sharing the entire care plan with a supplier, Lookout Assist can now generate a summary of the care plan tailored to the specific service being delivered. This gives third-party workers relevant context before they arrive - without sharing beyond what is relevant to their assigned service delivery.

How it works: 

  • When setting up a purchase order, you can enable the Lookout Assist summary feature 
  • Lookout Assist automatically generates a summary relevant to the services on that purchase order 
  • The summary can be reviewed, edited, or regenerated before saving 
  • It's then visible to the supplier worker when they view the job (either via email checkout link, QR code, or the Supplier Portal) 

To learn more about this feature, read the full article: Lookout Assist and Handover summaries

Additional purchase order improvements 

Purchase orders have undergone a slight revamp under Connected Care, including the selection of checkout options and the publication of jobs to the supplier portal.

Several smaller but impactful improvements have also been made to purchase orders: 

Courier tracking links 
  • You can now add a courier tracking link to any purchase order line item 
  • When a tracking link is added, the line item's status changes to "Tracking" so you can easily see which items are in transit 
  • Members/loved ones can see the courier tracking link in the Care app and track progress themselves without asking their care manager for updatess 
  • Tracking links can also be added in bulk 

Member leave - purchase order integration 
  • When scheduling Member leave, Lookout now shows any purchase order line items that conflict with the leave period 
  • You can cancel conflicting purchase order lines directly from the leave flow — the same way you currently  handle visit conflicts 

Improved duplication 

When duplicating a purchase order line item, you now have more control: 

  • Choose to duplicate must-do tasks and notes 
  • Set recurring delivery dates (daily, weekly, or monthly) with flexible scheduling options 
  • Duplicating purchase orders helps preserve more details, helping you save time and manual effort 

Sorting by delivery date 

Purchase order line items can now be sorted by delivery date and filtered by matched, unmatched, or all – helping you manage your schedule more easily. For improved visibility, the sidebar can also be collapsed.

Read the full article here: Connected care and purchase orders

What happens next? 

After these features are enabled: 

  • Your purchase orders will show delivery status, checkout notes, cancellations, and capabilities previously only available for visits 
  • Suppliers can be onboarded to the portal, improving the security and auditability of third-party service delivery 
  • Claims can be submitted with confidence that the services have been delivered
  • Invoices to suppliers can be paid only once the delivery of the service is confirmed
  • You'll have a single, unified view of all services delivered to each Member - first-party and third-party alike 

What users / staff / Members will see 

For admins & finance staff 

  • Full access to configure delivery confirmation options, finance settings for auto-invoicing, and supplier portal invitations 
  • Visibility into delivery statuses, checkout notes, and supplier invoices across all purchase orders 
  • Ability to generate QR codes and manage supplier relationships 

 

For rostering & care staff 

  • Can see delivery statuses on purchase order line items within tickets and Member rosters 
  • Can send, resend, and revoke checkout links to suppliers 
  • Can review checkout notes and must-do responses from suppliers 

 

For suppliers (via portal or email) 

  • Receive email notifications with checkout links or portal invitations 
  • Can check in, complete must-do tasks, record notes and location, and confirm delivery 
  • Portal users can manage their workers and view jobs from multiple providers 

 

For Members (The Member app) 

  • See the status of the purchase order line items in the Care App. For example, when it’s completed or cancelled. 
  • Can see and access courier tracking links 

Troubleshooting 

I can't see delivery status on purchase orders 

  • Make sure the confirmation of delivery feature has been enabled for your organisation via Release Hub 
  • Check that you have the correct access permissions for purchase orders 

The supplier didn't receive their checkout link email 

  • Verify the supplier's email address is correct on the purchase order line 
  • Check whether the supplier contact has opted out of receiving checkout links 
  • Try resending the checkout link from the purchase order line item. Ensure the supplier also checks their spam/ email folders. 

A supplier can't log in to the portal 

  • Make sure the Supplier connection feature is enabled. You can see this on the supplier profile in Lookout. 
  • Check that the supplier has been sent an invitation and has completed account setup 
  • They may need to verify their email address first 

I can't cancel purchase order lines during Member leave 

  • Make sure you have the relevant purchase order and cancellation permissions 
  • The purchase order line must be in a cancellable status (not already completed or cancelled)