Frequently Asked Questions

Answers to Frequently Asked Questions

What is Konnektis?

Konnektis is a digital replacement for existing pen-and-paper Care Plans and care books. We are building Konnektis in partnership with carers so that we can improve it but it can’t do everything at the moment, so you still need to use your existing care book as a back-up.



What do I do if I lose my username or password?

What if I lose my username?

Your team leaders back at the office have a list of all staff members and their username. Call your regular office number and they should be able to inform you of your username.

If your office are not able to retrieve your username, please contact Konnektis support.

What if I lose my password?

At the moment, only Konnektis support are able to change passwords. If you do forget your password, please contact Konnektis support.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



What do I do if there is no internet connection?

The most important thing is that the service user receives the care they need. Confirm that the tablet is not connected to the internet by following the steps below.

If the walkup screen is visible, click on the appointment and attempt to log in. If you are able to log in, please use the tablet for your visit. If you are not able to log in, the tablet is not connected to the internet. Go through the care visit as normal and record everything in the paper care book.

If the walkup screen is not visible, the tablet is not connected to the internet. Go through the care visit as normal and record everything in the paper care book.

At the end of the visit, call, text, or email Konnektis support to inform them of the connectivity problems.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



What do I do if the tablet has no power?

Find the charging lead and plug it into the top of the tablet. Give the tablet a moment to charge up, then press and hold the power button on the side of the tablet until it turns on.

Once the tablet is on, unlock the screen by swiping your finger across the screen to the right. The Konnektis home screen will appear. Click on the button labeled Konnektis to launch the app, log in as normal to the service user’s appointment.



What do I do if I cannot find the tablet?

The most important thing is that the service user receives the care they need.

Ask the service user if they have seen the tablet and can help you find it. If you are able to find the tablet, please place it back in its original location and plug it into the charging lead.

If you are not able to find the tablet, go through the care visit as normal and record everything in the paper care book.

At the end of the visit, call, text, or email Konnektis support to inform them of the missing tablet.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



What do I do if the screen is locked?

If the screen is locked and the walkup screen is not visible, unlock the screen by swiping your finger across the screen to the right.

If the Konnektis home screen appears, click on the button labeled Konnektis to launch the app. The walkup screen should then appear. Click on your appointment, and log in as normal to the service user’s appointment.

If the walkup screen appears, click on your appointment and log in as normal to the service user’s appointment.



What do I do if the walkup screen does not show my scheduled visit?

The most important thing is that the service user receives the care they need.

Before beginning the visit, ensure that the appointment has not been canceled, and that you should be visiting the service user on that day. Any information communicated to you by the Safehands office is the most up-to-date information and should be trusted.

Look through the list of appointments on the walkup screen. It’s possible that the time of the appointment changed and that the originally scheduled appointment time is still on the walkup screen.

  • If you know the originally scheduled time and you see it on the walkup screen, click into that appointment, log into the appointment, and conduct the care visit as normal. Konnektis will log the correct start and end time of your visit.
  • If you do not know the originally scheduled time or you do not see it on the walkup screen, try scanning between dates by clicking the arrow to the left or right of the date at the top of the screen. Return to the date of your current appointment and see if the appointment has appeared. If not, go through the care visit as normal and record everything in the paper care book.

At the end of the visit, call, text, or email Konnektis support to inform them of the missing appointment.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



What do I do if I see the Konnektis start page, but not the walkup screen?

Click on the button labeled Konnektis to open the app. Log in with your username and password. The “Select a Service User” screen will appear with a dropdown list. Select the service user you are currently visiting from the dropdown list. The walkup screen will appear.

Click the “Menu” button at the top left hand corner of the screen. Scan your eyes across the list of buttons until you see “Assign Service User to Tablet”. Click this button.

Click “OK” on the pop up screen that starts with the phrase: “Do you want to assign…”.

Click on your username at the top right hand corner of the screen. Select “Log Out”.

The service user is now assigned to the tablet, and their walkup screen should remain after you log out.



What do I do if I am unable to log in to my scheduled visit?

If you have forgotten your username or password, please see the FAQ on lost usernames and passwords.

If you are unable to log in for any other reason:

The most important thing is that the service user receives the care they need. Go through the care visit as normal and record everything in the paper care book.

At the end of the visit, call, text, or email Konnektis support to inform them of the problem you encountered.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



What if I press the home button at the end of my visit and the walkup screen disappears?

If you hit the home button and the Konnektis home screen appears, click on the button labeled Konnektis to get back to the app. The walkup screen for that service user should appear.



What if the app does not open when I click the Konnektis icon?

If the app does not open or the app does not work, navigate back to the Konnektis home screen and click the button labeled Web App. This button will open the Konnektis in a web browser window. Please be patient as the web browser can be slow to load. Once Konnektis opens, the interaction will be the same as working within the app.

At the end of the visit, call, text, or email Konnektis support to inform them that the app did not open.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



When I log in, there is a red exclamation mark in one of the screen tiles. How can I click into the section that I want to access?

Konnektis saves important comments (such as changes to Care Plans) and alerts you so that you have the most up-to-date information. If a tile has a red exclamation mark, there is an important piece of information that you should read. Click on the relevant tile with the exclamation mark, confirm that you have read the information, and you will be able to navigate around Konnektis as normal.

Navigate back to the main screen by clicking the "Home" button in the top right hand corner of the screen.



When I log into My Tasks, there is a Start button in the top right hand corner. Do I need to press it?

Konnektis automatically logs when you have started and finished an appointment so there is no need to press this button. Simply continue with your care notes and the button will disappear.



I have looked at the "Previous Carer Notes" but want to look further back to an older visit. How do I access older appointment notes?

At the moment, Konnektis stores only the most recent care visit. You can view older appointment notes by clicking on "Menu" in the top left-hand corner of the screen, clicking on "Calendar" and selecting the appointment note that you wish to view. You can limit the number of appointments that you see by clicking "Week" rather than "Month", which is in the top-left corner of the screen.

Navigate back to the main screen by clicking the "Home" button in the top right-hand corner of the screen.



What if the calendar is slow to open?

Accessing the calendar function can take a little more time than usual but the delay should only be a few seconds. If the tablet hasn’t responded after ten seconds, please tap the ‘home’ button, try again and report any delays to:

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



Why does the font size change when I click to write a comment?

To make writing comments easier, Konnektis enlarges the screen. You may notice that some of the other information on screen disappears momentarily as Konnektis zooms in, but this is normal and scrolling down the page will show any missing information.



What do I do if I made a mistake when writing a comment?

At the moment, Konnektis doesn’t enable carers to change comments once they have been saved. If a mistake was made, a new comment can be saved with the correct information. The comments will appear chronologically in the system, so the correct comment will be seen first.



What do I do if I want to leave an important comment?

Konnektis has an exclamation icon next to each comment box. To leave an important comment, click on the exclamation mark before hitting the save button. The exclamation mark will be highlighted in red when it has been clicked. Once you have saved the comment, the comment box will be highlighted in red to indicate its importance.



I have logged out and forgotten to add some comments or confirm that I have completed a task. Can I log back in to change my visit notes?

The most important thing is that the service user receives the care they need.

Record your comments in the paper notes as usual.

At the moment, Konnektis does not allow visit notes to be amended once the care visit has been completed. If this happens, please either record that you needed to amend comments in your diary or let us know at:

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154



How do I change my password?

To change your password, click on your username at the top right-hand corner of the screen. Select “Change password”. Enter your current password and then create a new password, following the password strength requirements for using Konnektis. Please see the FAQ on password strength requirements.



What are the password strength requirements?

  • minimum length of 8 characters
  • at least one upper case character
  • at least one lower case character
  • at least one number
  • at least one special character (e.g. @#$%^&*()_+|~-=\`{}[]:";'<>/)

If you have trouble resetting your password, please contact Konnektis support.

Konnektis support:
Email: support@konnektis.com
Phone: 07736 446154