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If something happens on a visit, or you are worried about someone’s safety, you can send a report to the office from the visit itself. It reaches the office as an incident or safeguarding record, linked to the person and the visit. Who can do this: anyone whose role includes Incidents (to report an incident) or Safeguarding (to raise a safeguarding concern). By default Carers and Care Coordinators can report incidents, and Organisation Owners, Service Provider Admins, Care Managers and Team Leads can report both. Read Only Auditors cannot send reports. Your organisation can change this in Settings > Permissions. Your organisation may use different words for some things, such as “Service users” instead of “Support recipients”. Elate shows your organisation’s words everywhere, so follow what you see.
A report needs signal to send. It is not saved on your phone to send later. If it is urgent, call the office.

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Send a report

1

Open Report a concern

Open the visit. On Overview, tap Report a concern.
2

Choose the kind of report

Choose Incident or Safeguarding concern. You only see the kinds your role allows.
3

Set the severity

The screen is headed Report an incident or Safeguarding concern. Under Severity, choose Low, Medium, High or Critical. Medium is chosen to start with.
4

Say what happened

Under What happened?, describe the incident or concern. You cannot send the report without this.
5

Say what you did

Under Immediate action taken, say what you did about it. This is optional.
6

Send it

Tap Send report. The report is recorded with the time you send it.
If your organisation has AI features, you can tap Dictate and speak your answers. Check the words before you send. See Dictation.

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If the report does not send

The app says “The report has not reached the office. Keep this screen open and try again when you have signal. If it is urgent, call the office.” Keep the screen open so you do not lose what you wrote. Move somewhere with signal and tap Send report again.

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Seeing reports afterwards

Open the person’s profile from the visit and tap Incidents & safeguarding. Reports lists the reports you can see on their record, with the type, severity, date and where each one has got to. A Report a concern button there opens a new report for the same visit.

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Common questions

Your role does not include Incidents or Safeguarding, or you are a Read Only Auditor. Call the office to report it.
Your role does not allow this kind of report. Call the office.
In the app, a report is always sent from a visit. For anything else, call the office.