Sometimes BetterCare cannot finish a recording. The recording then has the status Needs action on the Care notes page, and Carer action in a resident's record. The audio is safe. In most cases the carer can try again in the app.
Find out what happened
On the Care notes page, select Status, then Needs action.
Click the recording to open it.
Read the red message at the top of the panel.
The messages and what to do
The transcription didn't finish. The carer can try again in the app. Ask the carer to open the recording in the app and tap Try again.
BetterCare couldn't write the note. The carer can try again in the app. Ask the carer to open the recording in the app and tap Try again.
BetterCare support needs to check this. The carer cannot fix this. Email [email protected], or use Help in the sidebar.
Processing didn't finish. Open it again to see the next step. Close the panel and open the recording again.
You cannot retry a recording from the web app. Only the carer who made it can try again, in the app.
No speech in the recording
If the panel shows the amber message No speech was detected in the most recently processed audio., BetterCare did not hear speech in the audio. This is a warning, not a failure. The carer can record again for the resident. See When a note says "No speech".
A recording that is not sent
If the carer's phone did not send a recording for more than 2 hours, the panel says Not sent from the carer's phone for more than 2 hours. Ask the carer to open BetterCare with a connection. Ask the carer to open the app where there is Wi-Fi or mobile data. See My recording does not upload.
When you contact support
Give the care home and the date and time of the recording. Do not give the resident's name or health details.