> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elateuk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting a concern

> Send an incident or safeguarding report to the office from a visit in the Elate Care app.

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.

<Warning>
  A report needs signal to send. It is not saved on your phone to send later. If it is urgent, call the office.
</Warning>

## Send a report

<Steps>
  <Step title="Open Report a concern">
    Open the visit. On **Overview**, tap **Report a concern**.
  </Step>

  <Step title="Choose the kind of report">
    Choose **Incident** or **Safeguarding concern**. You only see the kinds your role allows.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Say what happened">
    Under **What happened?**, describe the incident or concern. You cannot send the report without this.
  </Step>

  <Step title="Say what you did">
    Under **Immediate action taken**, say what you did about it. This is optional.
  </Step>

  <Step title="Send it">
    Tap **Send report**. The report is recorded with the time you send it.
  </Step>
</Steps>

<Tip>
  If your organisation has AI features, you can tap **Dictate** and speak your answers. Check the words before you send. See [Dictation](/ai/dictation).
</Tip>

## 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.

## 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.

## Common questions

<AccordionGroup>
  <Accordion title="I cannot see Report a concern">
    Your role does not include **Incidents** or **Safeguarding**, or you are a Read Only Auditor. Call the office to report it.
  </Accordion>

  <Accordion title="It says my current role cannot submit this report">
    Your role does not allow this kind of report. Call the office.
  </Accordion>

  <Accordion title="Can I report something that is not about a visit?">
    In the app, a report is always sent from a visit. For anything else, call the office.
  </Accordion>
</AccordionGroup>

## Related pages

* [Delivering a visit](/carer-app/delivering-a-visit)
* [Incidents and safeguarding](/support-recipients/incidents-safeguarding)
* [Working with poor signal](/carer-app/poor-signal)


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