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The Activity tab

The Member’s Activity tab provides a continuous timeline of recorded activity, with the most recent entry displayed first. It brings visits, communications, notes, assessments, and other activities into one scrollable list.

The Activity tab serves two purposes:

  • History: A record of completed activity and when it occurred.
  • Workspace: A place for Staffers to log new interactions, such as phone calls, emails, and text messages.

Reading the feed

Each timeline entry displays:

  • An icon identifying the activity type.
  • The person who completed the activity.
  • The date and time of the activity.
  • A short description.

The icons and labels correspond to eight activity types:

    1. Visits: A Helper's scheduled care visit (these commonly appear when a Helper checks out or when a visit is cancelled).
    2. Calls / Texts: Logged phone calls, emails, SMS messages, chat messages, or letters.
    3. Notes: Free-text notes recorded about the Member.
    4. Observations: Something noticed, identified, or flagged about the Member.
    5. Assessments: Structured assessments completed for the Member.
    6. Care Plans / Help Plans: Updates made to the Member's care plan or help plan.
    7. Tickets: Tasks or cases raised for follow-up.
    8. Other Tracked Time: Non-visit time logged against the Member, such as care management activities.

Just scan the icons down the left to quickly spot the type of activity you care about.

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Step-by-Step Instructions

Adding an entry (logging a call or contact)

The most common activity Staffers add is a record of contact, such as a phone call, email, or text message.

Step 1: Open the Member’s Activity tab and select Add New Activity.

Step 2: Select the activity type:

  • Phone Call

  • Email

  • SMS

  • Chat

  • Posted Letter

Step 3: Record the time spent. The default entry is 15 minutes and dated today. Update the duration and date to reflect the interaction.

Step 4: Enter a description, including relevant discussion points, actions, and outcomes.

Step 5: Select Save. The activity will appear in the timeline based on its recorded date and time.

log activity

Filtering activities

Applying a filter 

Step 1: Go to the Member's profile and open the Activity tab.

Step 2: Open the filter panel.

Step 3: Select the Activity types you want to display by ticking one or more of the following options:

  • Visits
  • Calls / Texts
  • Notes
  • Observations
  • Assessments
  • Care Plans
  • Tickets
  • Other Tracked Time

Step 4: Select an action (optional) by ticking one or more of the following:

  • Created
  • Updated
  • Visit Check Out
  • Visit Cancellation

Step 5: Select a date range (optional). Choose from:

  • Today
  • Last Week
  • Last Month
  • Last Quarter
  • Year to Date

Alternatively, select Custom and enter a start and end date, or select All to remove date restrictions.

Step 6: Select Apply Filters.

Step 7: The Activity feed refreshes to display only matching entries. The summary panel also updates to reflect the displayed activity counts and time totals.

Top tip: Leave all activity types unticked to include them all.

activity filters

 

Clearing a filter

Step 1: Open the filter panel.

Step 2: Select Clear.

Step 3: All filter settings, including activity type, action, and date range, are removed and the full Activity feed is displayed.

 

Changing a filter

Step 1: Open the filter panel. Your current filter selections will remain visible.

Step 2: Update the activity types, actions, or date range as required.

Step 3: Select Apply Filters to refresh the Activity feed with the updated criteria.

 

What Happens Next?

    • Log contact soon after it occurs to maintain an accurate record.
    • Record dates and time accurately, particularly when care management time may be billed.
    • Use filters to find relevant information instead of scrolling through the full timeline.
    • Review recent activity before a visit, call, or care decision.
    • Record actions and outcomes clearly to help other Staffers understand what occurred.
    • Check whether follow-up activity or a Ticket is required.

    Common Activity Filter Tasks
    Example Task Filter Settings
    See recent notes and observations before a check-in  Type: Notes, Observations
    Date Range: Last Month 
    Review completed visits  Type: Visits
    Action: Visit Check Out 
    Check tracked time for a quarter

    Type: Other Tracked Time
    Date Range: Last Quarter
    Investigate cancelled visits

    Type: Visits
    Action: Visit Cancellation

     

    Activity tab and Funding schemes

    The Activity tab provides a consistent Activity record for every Member. However, Other Tracked Time may behave differently because each funding scheme has its own billing and reporting requirements.


    How funding schemes affect tracked time

    Funding scheme

    Use of tracked time

    Support at Home (SAH)

    Care management and nursing time is recorded against a funding source and product. These entries support invoicing and provide evidence of service delivery.

    Home Care Packages (HCP)

    Care management and coordination time is recorded against the Member’s package funds.

    NDIS

    Tracked time is generally used for support coordination and may be billed against the relevant coordination product.

    Commonwealth Home Support Programme (CHSP)

    The Activity feed primarily supports visits and service delivery. Care management time has a smaller billing role.

    Department of Veterans’ Affairs (DVA)

    The feed records visits, clinical activity, notes, and other service information. Scheme-specific alerts may appear elsewhere in Lookout.

    Private and custom arrangements

    The treatment of tracked time depends on the organisation’s funding and billing configuration.

    The Activity tab works consistently across all funding schemes. The main difference is how Other tracked time is categorised, funded, and billed.

    Troubleshooting

    The timeline is empty or missing entries

    • Open the filter panel and select Clear to remove all filters.
    • Set the date range to All to display the full activity history.
    • Confirm the activity was completed and saved. Draft or incomplete entries do not appear in the timeline.

     

    A tracked-time entry cannot be edited or deleted

    • Check whether the entry has been invoiced.
    • Invoiced entries are locked and cannot be changed or deleted.
    • Contact the finance team if an invoiced entry requires correction.
    • Entries that have not been invoiced can still be edited and saved.

     

    A tracked-time entry cannot be saved

    • Enter the duration in 15-minute increments, such as 15, 30, 45, or 60 minutes.
    • Confirm that an activity date has been entered.
    • For a Support at Home Member, select a funding source and complete all required service details.

     

    A note is visible, but its contents are hidden

    • Some notes are restricted to Staff with the required permissions.
    • Hidden content is a privacy control and does not indicate an error.
    • Contact an Administrator if you believe you should have access.

     

    A logged call or contact is missing

    • Confirm the entry was successfully saved.
    • Select Clear in the filter panel to remove filters that may be hiding it.
    • Check the activity date, as backdated or future-dated entries appear at that point in the timeline.
    • Confirm the activity was recorded against the correct Member.
    • If the entry is still missing, add it again and ensure the form is completed and saved.

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