About: Action Plans

Action Plans make it simple to drive and track improvement across your business, documenting what's going well, identifying what could be better, and turning those opportunities into structured actions with clear ownership and timelines.

Benefits

Practice continuous improvement

Create an action plan to document what's going well and what could improve, then convert those opportunities into structured actions with clear ownership and timelines. Plans can be created for one location or multiple locations to support consistent standards across your estate.

Keep actions organised

Build actions directly within the plan and use the plan details - title, location(s), start and end dates - to keep improvement work clearly defined and easy to revisit.

Track progress automatically

Plans automatically move to In progress once created, and update to Complete when all actions have been ticked off. You can access plans from the Action Plans tab or via the Action Plan icon from anywhere in the Hub.

How to create an action plan

1. Navigate to hub.hgem.com and sign in to the Hub.
2. In the left-hand navigation, click Action plans.
3. Click Add new plan in the top-right corner.
4. If the plan should only be visible to you, enable the Private toggle in the top-right of the form.
5. Give the action plan a title, for example, "Q1 2026 - Service Improvement Plan".
6. Select the start date for the action plan. Plans can be created retrospectively if needed.
7. Select the due date - the date by which the plan should be completed. For a Q1 plan, for example, this would be 31st March.
8. Click Select locations and choose one or more locations the plan applies to. Click Apply when done.
9. In the What went well? field, detail what the team has been consistently achieving or performing well on.
10. In the What could be improved? field, detail the areas that need focus or development.
11. Under Actions, type into the action field and click + Add action to create your first action. Repeat to add as many actions as needed.
12. Once you're happy with the plan, click Save.

Viewing and managing your action plan

Access from anywhere in the Hub

Once saved, your action plan can be accessed from any page in the Hub by clicking the Action Plan icon in the top-right corner. This opens a side panel where you can view the plan details and tick actions as completed.

Click View all plans at the bottom of the panel to return to the full Action Plans page.

View a plan in full

From the Action Plans page, click on any plan to open it in full. Here you can see all plan details and track how many actions have been completed. Actions can be ticked or unticked at any time.

Edit or delete a plan

To update a plan's details or add new actions, open the plan and click Edit in the top-right corner. Make your changes; update the title, dates, locations, notes, or actions, then click Save when you're done. The date and time of the last edit is shown at the bottom of the action plan.

The author of an action plan can also delete it if needed.

Good to know

• Action plans automatically move to In progress as soon as they are saved.
• When every action in a plan has been ticked as completed, the status will automatically update to Complete.
• Plans can be created for a single location or across multiple locations, making it easy to manage standards at both site and estate level.
• Plans can be started retrospectively; the start date does not need to be today's date.