Activities Overview
An Activity is a record of a single piece of work done on a Service Episode — a visit, a phone call, a coordination task, an administrative note, or an incident. Activities live inside a Service Episode's Care Journey workspace, on its Activities tab, and are only ever attached to one Service Episode at a time.
Where to find them
Open a client's Care Journey, then go to the Activities tab (or follow View All Activities from the Recent Activities card on the Care Journey overview). From there you can browse the activity timeline and open + New Activity to record one.
Activity types
When you create an Activity, the first thing you choose is its type. There are five:
| Type | What it's for | What it needs |
|---|---|---|
| Service User Visit | In-person contact with the Service User, at their home, your office, or elsewhere | A location and at least one participant |
| Remote | Contact that isn't in person — phone, video, email, SMS, or social media | A contact type |
| Coordination | Liaison or coordination work relating to the case that isn't direct contact | — |
| Note / Admin | Administrative work on the case | — |
| Incident | Recording a safety or other incident | Incident notes |
The button you click for this type reads "Service User Visit" — it always uses whatever word your organisation has configured for "client", not a fixed label. The underlying record is the same either way.
Choosing a type sets which extra fields appear on the Essentials tab — see Recording Visits for the Visit walkthrough and Phone Calls and Emails for Remote contact.
Fields every activity has
Regardless of type, every Activity has:
| Field | Notes |
|---|---|
| Title | Free text, shown in the timeline |
| Date & time | Cannot be in the future, and cannot be more than 7 days in the past |
| Duration | Optional, in minutes |
| Priority | A risk-level rating on the Activity itself — None, Low, Medium, High, or Critical. This is separate from the Referral's urgency level |
| Status (outcome) | Completed, or a reason it didn't happen — see below |
| Notes | Rich-text notes, with optional templates — see Case Notes |
| Follow-up | An optional required-follow-up flag with a date, up to three months out |
When it didn't happen
If the Activity didn't go ahead as planned, toggle Didn't happen on the Essentials tab and pick a reason: No-show, Unavailable, Not fit, Rescheduled, Client cancelled, or Staff cancelled.
Saving
Save Draft stores what you have so far without requiring every field — useful if you're interrupted partway through. Complete Activity validates the form and saves it as a completed record. Both are available from the footer at any point after you've given the Activity a title and a type.
Only the person who created an Activity can edit it, and only within 24 hours of creating it — after that, the Edit option no longer appears. See Viewing Activity History for how to find and open past activities.
Related topics
- Recording Visits — the full walkthrough for in-person visits
- Phone Calls and Emails — remote contact (phone, video, email, SMS, social media)
- Case Notes — writing notes and using templates
- Viewing Activity History — the activity timeline, filters, and editing window