What to do if something looks wrong

A record looks wrong, a page will not load or something is not working: what to check and how to tell us.

For managers and carers

If a record looks wrong

Do not try to cover it with a new record that hides the mistake.
Tell your manager. Say which client, which record, and what is wrong.
If it affects someone's safety, such as a medication record, act on it first and report it as an incident or medication error.
Managers: correct the record where the app allows. Changes are logged in the Audit Trail under System.

If you see "This page could not be loaded", check your signal and press Try again. Anything you already saved is safe.
If you see "Something went wrong", press Refresh page. The error has been logged automatically.
If it keeps happening, sign out and back in, or close and reopen the app.

For a quick question, press the AI Support icon at the top of the screen and ask. It usually answers straight away.
To report a problem or suggest an improvement, press the Feedback button, describe what happened, attach a screenshot if you can, and press Send.
For anything urgent, email hello@care-app.uk. Say which screen you were on, what you pressed, and what you expected to happen.

Never include more personal information about clients than we need. A first name or initials and the date is usually enough for us to find the record.
Managers can see recent app errors under System, Error Logs, and email a report to us from there.
If you have been working with no signal, check everything has synced before reporting missing records.
If you think personal data has been seen by someone who should not see it, tell your manager straight away. Your organisation may need to report it to the Information Commission (formerly the ICO) within 72 hours.

Still stuck? Email hello@care-app.uk and tell us which screen you were on. We aim to reply within a few hours.