Alerts and incidents
This section is for coordinators, registered managers and support workers. This page explains the difference between an alert and an incident, and who can see and do what.
Two different things
Section titled “Two different things”An alert is something the platform noticed on its own and escalated: nobody has arrived at a visit, a visit ended with nobody there, a dose was not given. Nobody raises an alert by hand, though reporting an incident or handing back a stretch of on call lands a row there. A coordinator answers it by acknowledging it with what they did.
An incident is something a person reports: a fall, a medication error, a safeguarding concern. Anyone who works with clients can report one; the office and inspector roles cannot. A coordinator closes it with what was done about it.
The words follow that split. An alert is acknowledged. An incident is closed with a resolution.
Who sees what
Section titled “Who sees what”| Support worker | Coordinator and owner | |
|---|---|---|
| Report an incident | Yes, from anywhere | Yes |
| See the incident log | Only their own reports | Everything |
| Close or reopen an incident | No | Yes |
| See the alerts inbox | Only their own updates | Yes |
| Acknowledge an alert | Only mark theirs seen | Yes |
| Get the emails | Only about their own week and leave | Yes |
The escalation rows name clients and visits, so they are coordinator reading only. A support worker opening “Alerts” sees their own updates and nothing else.
What reaches an inbox
Section titled “What reaches an inbox”Coordinators get an email for a late visit, a dose that was not given, yesterday’s medication exceptions, and any incident that is not low severity or is one CQC would expect a notification for.
None of those emails carry a client’s name, address, health details or the medicine. They say something needs attention and link into the platform, where the detail sits behind a login and every read is recorded.