Question 1

Your Apps from 1st July 2026 - Onetouch Health

Accepted Answer

From 24th July you are to start using Onetouch to record your daily notes and medication administration / prompting.You can find guidance videos on how to do this in the training videos section of Onetouch and saved below in the FAQS, Please do not record them on Log My Care after this point.Once we are confident everyone is using One Touch we will further instruct next week to delete your Log My Care app and only use One Touch going forward. You will also be able to read all support plans and risk assessments relating to the service user that you support. Please ensure that you read these fully to understand the support required.
From the 1st July 2026 we are moving to Onetouch Health for your clocking in & out; this app is considerably more reliable and flexible than the previous one we used and should make life much easier.  From 1st August (or in most cases a bit sooner) we will bring all care notes, logging etc under this too - meaning you will have just one app; Onetouch Health (not log my care & timetemp*).

Please see below the link to guidance on installing the relevant app for your device;

For the access pin, this will be sent direct by the ops team on whatsapp / email.  Reach out if you have not had it.

Apple: https://apps.apple.com/gb/app/onetouch-health/id6468037207Android: https://play.google.com/store/apps/details?id=com.onetouchmobile

Need help? Message us on Whatsapp Here - This contact is for payroll / compliance / support questions only. Check out the next FAQ below for a growing list of help videos, or you can see all videos on our Youtube playlist here: https://www.youtube.com/playlist?list=PLeniOu_BCYF4

*timetemp - If you also work under Priority for us, then please keep the timetemp app for now.  Thanks.

Question 2

Onetouch Health - Help Videos & More

Accepted Answer

All Videos on our Youtube playlist here: https://www.youtube.com/playlist?list=PLeniOu_BCYF4How to clock in and out on Onetouch Health.  How to track transactions when using a "Carers Card" -  this is NOT expenses, this is when the service user has a dedicated card for Support Workers to use.  How to add your mileage expenses on Onetouch (Whilst clocked into a shift)How to sign your eMar Chart on Onetouch HealthHow to complete your digital tasks on Onetouch HealthHow to complete your daily logs on Onetouch Health

Question 3

Claiming Expenses on Onetouch

Accepted Answer

Cut off time for the previous weeks expenses to be added to Onetouch is 5pm Monday. How to submit expenses if not clocked in. (i.e. at home after your shift).  Reminder, for mileage just put the number of miles in the "Amount".  
Do not click the search magnify glass, just type the service user name into the search box.  
How to add your mileage expenses on Onetouch (Whilst clocked into a shift)Reminder, for mileage just put the number of miles in the "Amount".

Question 4

I have a pay query

Accepted Answer

Email pay@thriving.healthcare  (please only email once you have read the FAQ and below), or reply directly to your payslip.If you have a query about the portal & how to use it, the guide might help.Message us on Whatsapp Here - This contact is for payroll / compliance questions.

Question 5

Reference request

Accepted Answer

If you need a UCAS or employment reference, please direct them to email Thriving at 
reference-request@thriving.healthcare

Telephone references will not be given.  We typically complete references within 2 business days.  If you need to put a specific name, use Kieron Smithson, Head of HR.

Question 6

When do I get paid?

Accepted Answer

If you have completed the correct processes; i.e. clocked in & out, adjusted for sleeps etc. and there is no discrepancy that prevents a manager signing off your timesheet you will be paid on Friday, the week after your shift(s).Weeks run Monday-Sunday, so for example, if you work on a Wednesday night, you will get paid 9 days later. If your shift is on Sunday, you will get paid 5 days later. Pay is usually in first thing, but can technically be anytime during the day.

Question 7

PAYE Payslips

Accepted Answer

Payslips will generally be available in the portal between Wednesday PM and Friday AM, however this can be up to 6pm Friday.  https://priorityrecruitmentservices.evertime.co.uk/ The user guide for the portal is available here.Please add pay@priorityrecruitment.co.uk to your address book.  You can reply to the payslips email if you have a pay query. There is no app for Evertime. Message us on Whatsapp Here - This contact is for payroll/compliance questions.

Question 8

Holiday Pay (PAYE); rate, options & how to claim

Accepted Answer

Holiday pay balances and requests are made in the portal. https://priorityrecruitmentservices.evertime.co.uk/ The user guide for the portal is available here.If you are on calculate and retain and want to request holiday pay, the cut off for guaranteed payment on Friday is 12:00 Tuesday*.

Please note that requests up to late Wednesday might be included in that weeks pay run, to be sure of getting it next week, process your request from Thursday onwards.    Calculate & RetainYour holiday pay is calculated weekly and added to your holiday pay pot, each weeks accrual is available for pay out from the following week.  There is no time limit to claiming, if you leave your balance of holiday pay will be paid out to you.  Calculate & Pay Your holiday pay is calculated and added to your payroll that week.  You will not accrue a pot of money, as it will be paid out instantly.  To move to Calculate and Pay, please email pay@prorityrecruitment.co.uk to request the change. Requests made after 12:00 on Tuesday* will be actioned the following week.*During certain weeks (Bank Holidays/Christmas etc) there maybe changes to cut off dates, which will be communicated in advance.
How is my holiday pay calculated?Your holiday pay is calculated at 12.07% of the pay you earn working (not rest/expenses etc).This means for every pound you earn whilst working, you earn an extra 12.07% to cover your paid holidays.✅ Example:
If you earn £100, your holiday pay is £12.07 (because £100 × 12.07% = £12.07).This ensures you still get paid for time off, even if the holiday pay is shown separately instead of when you take your holidays.

Question 9

Pension Questions (PAYE/NEST)

Accepted Answer

How do I Opt out of the pension? Legally we cannot opt out for you, you must follow the process provided by Nest: https://www.nestpensions.org.uk/schemeweb/memberhelpcentre/opting-out/how-to-opt-out.htmlHow do I increase my pension contribution? As standard you will be contributing 5%, if you wish to increase that please email pay@priorityrecruitment.co.uk and confirm what you would like to increase that to.  Where can I find out more information? Nest will send you a welcome pack on email, however you can also view information here: https://www.nestpensions.org.uk/schemeweb/nest/my-nest-pension.html

Question 10

Deductions Explained (PAYE Employment)

Accepted Answer

As a PAYE employer, we keep all deductions transparent and limited strictly to what is required by law. We do not charge for uniforms, admin fees, or umbrella-style margins.The deductions we make from your pay include:✅ Statutory DeductionsThese are required by HMRC and include:Income Tax (PAYE): Calculated based on your earnings and personal tax code.Employee National Insurance Contributions (NICs): Payable once your earnings pass the weekly or monthly threshold.Student Loan Repayments: If applicable, these are automatically deducted based on your earnings and loan plan.Pension Contributions: If you are enrolled in a workplace pension scheme, your contributions will be deducted unless you opt out.✅ Court-Ordered Deductions (if applicable)If we receive an official order (e.g. an Attachment of Earnings Order), deductions will be made from your pay in accordance with the legal instruction.💡 Note: All deductions are variable and depend on your earnings and personal tax circumstances. You will always be able to see a full breakdown of any deductions on your payslip.If you have any questions about your deductions or payslip, just let us know—we’re happy to help.

Thriving Team FAQ

Frequently asked questions