A concern is a worry or need in the client's own words — money, housing, loneliness — that you rate together from time to time to see whether it is easing. Concerns live at the bottom of the client's Wellbeing tab, separately from the questionnaires.
For a tour of the screen first, see What the Wellbeing tab shows you.
Add a concern
In the Case Management sidebar, open Client cases.
Open the relevant client.
Select the client's Wellbeing tab and scroll to the Concerns card.
Select New concern.
The dialog explains: "Record a worry or need to track over time (0 = resolved, 10 = as bad as it gets)."
Type a short Title in the client's own words, for example "Worried about rent arrears".
Add any useful detail under Description.
Under Need categories (comma separated), type the categories that apply, separated by commas — for example Money, Housing.
Select Add.
You will see Concern added, and the concern appears on the card with a badge for each need category.
Add a rating
A concern only shows progress once it has ratings against it.
On the concern, select Rating.
The New rating dialog opens: "Rate 0 (resolved) to 10 (as bad as it gets) in person, or send a request."
Choose How to complete:
In person — type the client's number in Score (0 to 10), add anything useful under Note, and select Record. You will see Rating recorded.
Email, SMS or WhatsApp — choose the address or number under Send to email / Send to number and select Send. The client is asked for the rating themselves.
Read the concern
Each rating gets its own row showing whether it is Completed, Awaiting or Cancelled, how it was collected, and either Score 3 (12 Aug 2026) or Sent 4 Aug 2026 while you are waiting. Any note sits beside the row.
The summary line under the concern title reads, for example, Baseline 8 , latest 3 (improved by 5). Because 0 means resolved, a falling score is good news — the line says improved by when the number has come down and worse by when it has gone up.
What the client sees when you send a rating request
They get a message with a secure link. The page asks How are things? and says: "Please rate 'Worried about rent arrears' from 0 (resolved) to 10 (as bad as it gets)." They choose a number from 0 to 10, can add something under "Anything you would like to add? (optional)", and select Submit. They then see Thank you — Your response has been sent to your care team.
If they open a link that has already been used, they see This check-in has already been completed.; an old link shows Link expired, and a broken one shows This link is invalid. In each case, send the request again.
Nudge, correct or remove
A rating still showing Awaiting can be chased with the circular Resend arrow on its row. Concern ratings do not have the automatic day-3 and day-7 reminders that wellbeing trackers have, so a resend is always yours to send.
To remove one rating, select the red bin icon on that row. You will see Rating deleted.
To remove the whole concern, select the red bin icon beside Rating. The confirmation reads Delete this concern? — "This removes the concern and its ratings. This cannot be undone." Select Delete, and you will see Concern deleted.
Notes and things that can stop you
Record stays greyed out until you have typed a score, and Send stays greyed out if the client has no email address or phone number on file for the channel you chose. Add the detail on the client's Profile tab.
WhatsApp only appears when your organisation has WhatsApp switched on.
A rating cannot be edited after it is saved — delete it and add it again.
Concerns are not filed to the clinical record. That applies to wellbeing trackers only, and is covered in How to file a wellbeing result to the clinical record.