Skip to main content
Common questions about recording visits, in Elate on the web and in the Elate Care app. The same rules apply in both. Who can do this: checking in and out needs Check in and out (by default Organisation Owners, Service Provider Admins, Care Managers, Team Leads and Carers). Notes need Visit notes and expenses need Expenses (by default both are Organisation Owners, Service Provider Admins, Care Managers, Care Coordinators, Team Leads and Carers). 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.
Yes. If you are assigned to the visit and your role includes Check in and out, Check in is there until someone checks in, whatever the day. Elate asks Check in anyway? first and says “This visit is not scheduled for today.” Confirm to check in, or go back.A visit with nobody assigned cannot be checked in. Someone with Edit schedule has to assign it first.
No. Check-in and check-out always record the moment you tap, not the scheduled time, and there is no way to enter a time in the past or to mark a visit completed in the past.If you forgot to check in, check in now: the record shows the real time. If you forgot to check out, select Review and check out now. In either case, add a care note saying what happened.
Yes. A visit is marked Missed when its time passes with no check-in, but it can still be checked in. Elate warns “This visit was marked missed. Checking in records a late arrival.” and the visit moves to In progress.
Yes, if their role includes both Check in and out and Edit schedule. By default that is Organisation Owners, Service Provider Admins and Care Managers. Elate warns “You are not the assigned carer. This records a check-in on their behalf.” The time recorded is the moment they tap.Everyone else can only check in to visits they are assigned to.
Yes. Before you check out, Elate shows a summary of tasks completed and notes recorded, and tells you if any tasks have no outcome recorded. It never stops you checking out. Tasks left without an outcome stay that way on the record.
Yes. You can add a note to a visit before, during or after it, as long as your role includes Visit notes.
The person who wrote a note can Edit or Delete it for 12 hours after writing it. People whose role includes Edit schedule can change or delete any note at any time.Editing and deleting are done in Elate on the web. The Elate Care app adds notes but does not change them.A deleted note is not erased. It disappears from the visit but stays on the audit trail.
A note of the kind Handover carries forward: it appears on the support recipient’s future visits, so the next carer sees it before they start. It keeps appearing until someone selects Turn off. Anyone who can write notes can turn a handover off, and this cannot be undone.
Yes. You can add an expense or mileage to a visit at any time. You can edit or delete it until it is approved. Once approved, it can no longer be changed. See Expenses and mileage.