Access, privacy and safety
When to use direct contact instead of Kinovo
If someone needs urgent help, contact the appropriate person or service directly. Do not wait for a Kinovo message, task, notification or support reply to be seen.
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.
Make direct contact when help cannot wait
Do not wait for a reply in Kinovo
Do not create a task or message and wait if someone may be unsafe. Follow the person’s emergency plan and contact the appropriate emergency service, health service or responsible provider directly.
Why a sent message is not enough
- A team member may be offline, signed out or unavailable.
- Email, in-app and device alerts can be delayed, muted, disabled or fail to arrive.
- A sent alert, read indicator or Online badge does not prove that someone can respond or has acted.
- Kinovo support is not an emergency or clinical-response service.
High priority does not guarantee delivery
High priority makes relevant work more prominent in Kinovo. It does not contact an on-call service or guarantee a response.
Overdue, needs attention and similar labels help organise work. They are not clinical monitoring or emergency escalation.
Keep urgent contacts available outside Kinovo
- Agree who to contact for urgent health, safety or service concerns.
- Keep current phone numbers and the person’s emergency plan accessible without signing in to Kinovo.
- Make sure the people providing support know the agreed escalation and incident-reporting process.
Use Kinovo for the follow-up
After the immediate issue has been handled through the appropriate direct channel, use Kinovo to coordinate what comes next: assign a follow-up task, share an authorised document or update guidance.
Keep any required incident or clinical record in the responsible provider’s formal system.
Still need help?
Tell us which step you need help with and any error you saw. Leave out passwords, invitation links and private care information that is not needed to explain the problem.
Ask Kinovo support