Client files
Client files are documents held against a client record — PDFs, Word documents, text files and similar. A client record has two places for them:
| Secure Files | Public Files | |
|---|---|---|
| Encrypted | Yes, when uploaded, and decrypted when downloaded | No |
| Who can see the files | Staff with the Secure Client Files permissions | Staff with the Files permissions, and the client, by link |
| Typical use | Referrals, consent forms, clinical correspondence | Letters and documents meant for the client to read |
Most of this page applies to both. Public Files covers what is different.
Why this matters
Correspondence, referrals and consent forms are usually the documents most likely to end up on a shared drive or in an inbox, where nobody can say afterwards who opened them. Holding them against the client record instead means access is granted per user, every upload, download and deletion is recorded in an audit log, and the files are encrypted at rest.
Before you start
Access to client files is granted per user and is separate from your other permissions. A user who can edit a client record does not automatically get access to that client’s files.
Access is also specific to client files. It is granted separately from other document storage locations in Diarybook, such as the Documents area of an appointment type — so a user who can upload documents to an appointment type does not necessarily have any access to client files.
The first time you open documents in a session, you are asked to enter your password again. This happens once per session, not once per file.
Who can do what
Client file permissions are set per user in the Users area, on User List. Secure Files uses the three permissions under Secure Client Files. Public Files uses the same three permissions under Files.
| Permission | Allows |
|---|---|
| Can View Files | Seeing the file list and downloading files from a client record. |
| Can Upload New Files | Uploading files to a client record. |
| Can Delete Files | Permanently deleting files from a client record. |
A user can hold any combination of the three. Someone who uploads referral letters but must never remove them is given Can Upload New Files without Can Delete Files.
Steps
Upload a file
- Open the client record and select Secure Files .
- Enter your password if you are prompted. Diarybook asks once per session before granting access to documents.
- Click Upload.
- Browse to the file or files and select them. The files are encrypted as they upload.
Download files
- Open the client record and select Secure Files.
- Tick one or more files in the list.
- Click Download. The files are decrypted as they download.
Delete a file
- Tick the file in the list.
- Click Delete.
- Read the confirmation, which names every file you are about to remove, and confirm.
Deleting is permanent. The Deleted screen in the Clients area recovers deleted client records only — it does not hold deleted files, and there is no other route to get one back.
Public Files
Select Public Files on the client record. The screen notes: “Public files are not encrypted and can be shared with the client by link, for example a letter sent by SMS”. It has the same Upload, Download and Delete buttons as Secure Files, and Upload is not shown for an archived client.
Files reach Public Files in two ways:
- Uploaded here by staff.
- Saved by Send Letter with Save to client’s public files ticked.
The client sees them through a ^^dplink:client^^ link in a text message, which opens their documents page listing everything in Public Files. See Sending letters.
Only put a document in Public Files if the client may see it. Anything in Public Files can be reached from the client’s link.
Storage
An account starts with 5 GB of file storage. When an account reaches its limit, uploads are blocked until either extra storage is subscribed to or existing files are removed. Additional storage can be purchased — see pricing.
Audit log
Every upload, download and deletion is recorded, including who performed it and when. The record is held in Log on the client screen, and is kept for the lifetime of the client record.
This is what makes client files defensible under a data protection request: you can show not only what was held against a record but who accessed it and when.
What to watch for
You are asked for your password when you did not expect it
Documents require you to confirm your password once per session. It is not a sign that your session has expired, and it applies to every user regardless of permission level.
A user can open a client record but sees nothing in Secure Files
Client file access is granted separately from client record access. Check that the user has Can View Files on User List — permission to another document area, such as appointment type documents, does not carry over.
A user can upload but not remove a file they uploaded in error
Can Upload New Files and Can Delete Files are separate permissions. Someone with the first but not the second can add a file and cannot take it back; a user who holds Can Delete Files has to remove it for them.
Uploads stop working
The account has reached its 5 GB storage limit. Uploads stay blocked until someone subscribes to extra storage or removes files that are no longer needed — and removing files is permanent, so check before deleting to make room.