Carers are able to report concerns via the Carer Companion App. The concern could be linked to an observation, tasks/medication, or notes.
Once you've been made aware of a concern, it's important to evidence that you're following the correct processes towards addressing it.
Process
The process for concerns in CareLineLive is as follows:
First, the carer reports a concern via the app
Next, the concern is acknowledged as received by a user in the management portal
Once the concern has a resolution, the concern is marked as resolved.
Acknowledging concerns
By acknowledging a concern, you are telling others in your team that action is being taken to resolve it.
Open the Concerns page from the main navigation. By default the page will show any concerns that are unacknowledged and unresolved; you can change these in the Filters pane on the right hand side.
Find the concern that you want to acknowledge and click the three-dot button on the right-hand side of the row, then Acknowledge.
You'll be asked if you want to provide a reason for acknowledging, but this is optional. You may wish to outline what your next steps will be; such as "starting incident process", or "contacting district nurse".
Once the concern has been acknowledged, and you've followed your processes through to resolution you'll be ready to resolve the concern.
Resolving a concern
⚠️ A concern can only be resolved once it has been acknowledged.
This is a very similar process to acknowledging a concern.
Find the concern that you wish to mark as resolved in the Concerns list
Click the three-dot button next to the concern
Click Resolve
Optionally provide a reason; for example:
"District nurse has visited and recommended changes to support plan"
"Meal plan has been updated"
Starting an incident report
Video walkthrough