Access, privacy and safety
Kinovo is not an emergency service or continuously monitored channel
Kinovo is not an emergency service, clinical monitoring system or continuously monitored communication channel, and no Kinovo label or alert guarantees that a person will see or act on it.
Who this article is for
Every Kinovo user, especially anybody sharing urgent health or safety information
Where to find it
- This boundary applies everywhere in Kinovo, including tasks, messages, Care Protocols, meetings, notifications and support requests.
- Keep the care team’s real emergency, health, safeguarding and urgent-provider contacts outside Kinovo and available to the people who need them.
Do not use Kinovo for an emergency
If somebody may be unsafe or needs urgent help
Do not create a task or message and wait. Contact the appropriate emergency service, health service, safeguarding contact, responsible provider or the care team’s agreed urgent-contact process directly.
What not continuously monitored means
- Care-team members are not required to keep Kinovo open.
- A recipient may be offline, signed out, unavailable or no longer active in the care team.
- In-app, email and device notifications can be delayed, muted, disabled, filtered or fail to deliver.
- An unread count or sent alert does not prove that a person has read, understood or acted on the information.
- Kinovo support is not an emergency or clinical-response service.
High priority does not guarantee delivery
High priority makes supported work more prominent inside Kinovo. It does not page an on-call person, create continuous monitoring, guarantee an email or replace direct contact.
Terms such as overdue, needs attention and urgent are workflow labels. They describe coordination priority, not a promise of clinical monitoring.
Keep a real urgent-contact process
- Agree who should be contacted for urgent health, safety, behavioural or service issues.
- Keep current phone numbers and provider escalation paths available outside Kinovo.
- Make sure relevant people know when to contact emergency services or follow a formal safeguarding process.
- Use provider and professional systems for required incident, clinical and safeguarding records.
Use Kinovo after the immediate action
Once the immediate risk has been handled through the correct direct channel, Kinovo can help record the coordination follow-up: create an action, share an authorised document, update practical guidance or tell the permitted team what happens next.
Still need help?
Tell Kinovo support what you were trying to do, which page you were on and what happened. Do not include sensitive care information unless support specifically asks for it through an approved channel.
Ask Kinovo support