Care enquiries

The Care enquiries listing shows all Care enquiries recorded for the service.

Each enquiry in the list shows:

  • the Stage the enquiry has reached (colour-coded to help recognition at a glance),
  • the name of the Care seeker,
  • when the enquiry was first Received,
  • the Reference number of the enquiry (automatically assigned by the system), and
  • the user the enquiry has been Assigned to.

Adding a care enquiry

Select the Add button at the top of the page to open the Add care enquiry form. Visit the Add care enquiry part of this guide for more details.

Ordering the Care enquiries list

By default, the Care enquiries list is ordered by Received date, with the most recently received enquiry at the top.

You can reverse the default order of the list by selecting the Received column heading, so that the small arrow points up instead of down. The oldest enquiries will then show at the top.

You can also select the Care seeker column heading to order the list by Care seeker name. If the small arrow next to Care seeker points upwards, the list is ordered alphabetically by Care seeker name. Select the same heading again to switch the list to reverse alphabetical order by Care seeker name.

Navigating the Care enquiries list

Up to 20 Care enquiries are displayed on a single page, so if there are more than this number the list will be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Search field

At the bottom of the Care enquiries list the number of results (enquiries currently in the list) is displayed. The term results is used because the number isn’t just the total number of enquiries; the number of items in the list will vary depending on whether the Search field or Filter options have been used.

A word or words can be entered into the Search field to display any enquiries which include that word or words within the Care seeker’s name.

If the search results aren’t satisfactory then it may be necessary to also update the Filter options, as search results are a combination of Search and Filter.

Filter options

Select the Filter button to open the related options, which can be used on their own or in combination with the Search field to narrow down search results as required.

The following filtering options are available:

  • Assigned to: Selecting the name of a User will ensure the search filter only shows enquiries assigned to that User.
  • From: The pop-up calendar can be used to set a date before which no enquiries will be included
  • To: The pop-up calendar can be used to set a date after which no enquiries will be included
  • Stage: Tick any enquiry Stage(s) to only show enquiries at the chosen Stage(s)
  • Respite: Select whether to show enquiries related to respite care (default is No preference)

After setting the chosen search filter options, the Update button will perform a new search of the Care enquiries listing using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Care enquiries list once again).

Viewing Care enquiry Details

Select any Care enquiry from the Care enquiries list to view full details.

A Care enquiry is a record of all information held about a particular enquiry made by a Care seeker, including the Stage the enquiry has reached, suggested next step(s), any Comments, related Actions, Comms (communications), History, and more.

When a Care enquiry has been selected from the Care enquiries list, or accessed via a link elsewhere on CareHQ, the main Details page for the enquiry is displayed.

Care enquiry tabbed pages

The Details page holds most of the information about an enquiry, but is also the first of several ‘tabbed’ pages, each focused on a specific type of information related to the enquiry.

We refer to these pages as ‘tabbed’ because their links are always displayed near the top of the screen when viewing a Care enquiry, and they can be selected if you wish to switch between each page, similar to tabs in a web browser.

A small green line below the text indicates the page you are currently viewing.

The ‘tabbed’ pages for a Care enquiry are:

  • Details
  • Comments
  • Actions
  • Comms
  • History
  • Change log

Select any tabbed page link to view the related information for the enquiry.

Details

The Details page displays all the most important details currently held about the selected Care enquiry.

This page also presents the main Care enquiry options which are needed to allow the enquiry to progress from the initial Stages through to completion and Admitting a new Service user.

Care enquiry options

There are a number of options available for every Care enquiry which appear as buttons at the top of the page if viewing on a large enough screen, or otherwise as options from a bar at the bottom of the screen.

The standard Care enquiry options are:

  • Send message
  • Update
  • Close

There are also some options which may or may not be available, depending on the Stage the enquiry has reached:

  • Book visit
  • Assess
  • Admit

If viewing on a large screen, the three options above are available by selecting the icon in the top right of the screen, which will make them appear as a drop-down menu. On a smaller screen, these options will appear along with the standard three via the bar at the bottom of the screen.

At the top of the Care enquiry Details page, just below the tabbed page links, is the Enquiry progress indicator. This large colour-coded bar clearly shows the Stage the enquiry has reached, and also displays suggested Next stage advice to provide a workflow for the enquiry.

Below the Enquiry progress indicator are six further areas, each of which present details about a specific aspect of the enquiry. These are:

  • Pinned comments (will only show if any Comments have been pinned),
  • the Care seeker (the person who made the enquiry),
  • the potential Service user (the individual requiring care),
  • the Care requirements (of the Service user),
  • Marketing (details of the source of the enquiry),
  • and Literature sent (a record of any Literature items sent to the Care seeker).

Send message

This option is available from the Care enquiry Details page, and also the Care enquiry Comms page.

Read about the Care enquiry Comms page to find out more about sending a message to a Care seeker.

Update

To add to, or change any information which was recorded when the Care enquiry was first added to CareHQ, select Update from the Care enquiry Details page.

The Update form contains the same fields as the Add care enquiry form, except that the currently recorded information is displayed to allow for updates or additions to be made.

Close enquiry

Select the Close option from the Details page if the selected Care enquiry needs to be closed.

A Reason for closing must be entered for the record, and a longer Closing comment can also be provided if necessary.

Note

Once the Close enquiry button is selected, the closing of the Care enquiry cannot be undone, so please complete the form carefully, and be sure that the enquiry needs to close!

Book visit

Select Book visit to go to the Visit booking form. This option can be a Next stage suggestion while following the Enquiry progress workflow, or can be selected from the Details page for a Care enquiry at any time.

Select Visit date and choose a date from the pop-up calendar, then select a Visit time for that date using the pop-up time picker.

Select Host and choose the correct role from the list to indicate the person who will host the Visit.

The Notes field can be used to record information which may be useful for anyone involved with the Visit to know, for example you might provide details of exactly who will be visiting on the day and any special requirements.

Visit booking Notes are prominently displayed on the Care enquiry Details page, once a Visit has been booked.

To finish, select the CareHQ User the Visit is Assigned to. The chosen User will receive reminders and be assigned Actions to complete in relation to the Visit, for example an Action will be automatically added for the date/time of the Visit, reminding the User to “Show care seeker around during their visit”.

Arrange Assessment

Arrange Assessment can be a Next stage suggestion while following the Enquiry progress workflow, or the Assess option can be selected from the Details page for a Care enquiry at any time.

Either the Arrange Assessment or Assess option will take you to the Arrange assessment form, which allows the details of a planned Assessment to be recorded.

Select Assessment date and choose a date from the pop-up calendar, then select an Assessment time for that date using the pop-up time picker.

Enter the name of the Assessor who will be conducting the Assessment. Also enter the names of any Other persons attending the Assessment, for example relatives of the individual requiring care, or other members of the Assessment team.

Enter the Postcode of the address for the location where the Assessment will take place and then select the Find address button. A list of addresses will be displayed for the postcode, from which the correct address can be selected. Alternatively, select the Enter manually button to enter the address by hand.

The Notes field can be used to record information which may be useful for anyone involved with the Assessment to know, for example you might provide details about the location that those attending should be aware of.

Assessment booking Notes are prominently displayed on the Care enquiry Details page, once the details of an Assessment have been saved.

To finish, select the CareHQ User the Assessment is Assigned to. The chosen User will receive reminders and be assigned Actions to complete in relation to the Assessment, for example an Action will be automatically added for the date/time of the visit, reminding the User to “Record outcome of assessment for the service user”.

Recording the outcome of an assessment

Record outcome is a Next stage suggestion while following the Enquiry progress workflow for a Care enquiry, after an Assessment has been booked.

Following the completion of the Assessment, return to the appropriate Care enquiry Details page and select the Record outcome option from the orange Assessment booked notice area. The Record assessment outcome form will be displayed.

To record the Assessment outcome, select the appropriate button to record whether the service is Able to support or Not able to support the needs of the assessed individual.

This statement is important as it determines what the next step should be.

If the service is:

  • Able to support: the next step should be to Admit the individual requiring care.
  • Not able to support: the Care enquiry will be closed as the individual cannot be supported by the home location/local home care service.

Note

This is a key descision for the Care enquiry and so please take care that it is recorded correctly, as the recording of the Outcome cannot be undone after saving.

The Outcome notes field can be used to record any relevant details about the outcome and the ability of the service to support the needs of the assessed individual.

Alternatively, Upload a file can be used to upload one or more files (for example a PDF document or scanned images). If no files are uploaded, then Outcome notes must be entered.

Admit

Select this option to admit a new Service user to the home or care service following the successful completion of a Care enquiry process.

Admit can be a Next stage suggestion when at the Assessment complete stage of the Enquiry progress workflow, or the Admit option can be selected from the Details page for a Care enquiry at any time.

The Admit form contains the same fields and follows the same steps as the Add service user form within Service users. The main difference is that the Admit form will automatically include any information which has already been recorded as part of the related Care enquiry. You can also return to the enquiry by selecting Care enquiry from the top of the page (labelled as the previous step of the process).

You can read more about the Add service user form and conpleting the admitting process in the Service users part of this guide.

Enquiry progress

At the top of every Care enquiry Details page is a colour-coded bar which highlights the current Stage the enquiry has reached.

Just below the bar, a suggested Next stage will usually be displayed (unless the enquiry has reached the final stage). This may be followed by one or two options presented as buttons, to allow the enquiry to be progressed in the most appropriate way.

Together, the Enquiry progress bar and Next stage prompt are designed to provide a workflow to help the assigned User, or anyone else assisting with the enquiry, to easily check the most appropriate next step.

The six Stages which make up the Enquiry progress bar (for a care/nursing home) are:

  1. Pending
  2. Spoken to
  3. Visit booked
  4. Visit complete
  5. Assessment arranged
  6. Assessment complete

Pending

This Stage is reached when a new Care enquiry has been added (basic details have been recorded) but the Care seeker has not been spoken to directly. This may be because the enquiry was submitted through a website or by email.

At this point it is important to speak to the Care seeker to confirm details and update any which are missing.

The suggested Next stage will be to speak to the care seeker to update/verify the enquiry details, therefore the Update enquiry option will be presented.

Spoken to

This Stage indicates that the Care seeker has been spoken to, usually via a telephone call.

Having spoken to the Care seeker, it’s necessary to make sure that the potential Service user is assessed to determine whether the service can support their needs. A Visit can also be booked at this stage, to allow the Care seeker to view and assess the care location for suitability.

The suggested Next stage will therefore be to book a home Visit or arrange an Assessment of the Service user, and so the Book visit and Arrange assessment options will be presented.

Visit booked

At this Stage, a Visit has been booked to allow the Care seeker to view and assess the care Location for its suitability to provide care for their loved one.

Note

Remember that the Care seeker can also be the potential Service user when an enquiry is recorded, if the person requiring care enquires on their own behalf. However in most cases someone other than the potential Service user will visit – usually a Care seeker who is a close relative of the Service user.

There is no suggested Next stage in this situation as no further action is required until the Visit has been completed.

Below the Enquiry progress bar and Next stage prompt will be a colour-coded notice highlighting when the Visit has been booked for, along with options to Complete, Rearrage or Cancel the booking.

The Complete and Cancel options simply require a further confirmation step. Selecting to Rearrange the Visit presents the same fields as the Book visit form, but with the current details in place so that they can be updated.

Visit complete

This Stage indicates that the Care seeker who made the enquiry visited the most suitable care Location (based on the needs of the potential Service user, proximity to family etc.) and so the Visit is now complete.

Assuming all went well with the visit, the suggested Next stage is to follow up with the Care seeker and arrange an Assessment of the potential Service user to determine whether the service can support their needs. The Arrange assessment option is presented for this purpose.

Assessment arranged

This Stage indicates that an Assessment of the potential Service user has been arranged, to determine whether the service can support their needs.

There is no suggested Next stage in this situation as no further action is required until the assessment has been completed.

Below the Enquiry progress bar and Next stage prompt will be a colour-coded notice highlighting when the Assessment has been booked for, along with options to Record outcome, Rearrage or Cancel the Assessment.

The Cancel option simply requires a further confirmation step. Selecting to Rearrange presents a form with the same fields as the Arrange assessment form, but with the current details in place so that they can be updated.

Any notes related to the arranged Assessment (such as the name of the Assessor and address of the location where the Assessment will take place) are displayed just below the Assessment booked notice bar.

Assessment complete

This Care enquiry Stage indicates that an Assessment of the potential Service user has been completed and the service is able to support their needs (if the service had been unable to support the individual’s needs the enquiry would have been closed).

This is the final stage on the Enquiry progress bar for a Care enquiry, and at this point the individual requiring care will usually be admitted to the care service (provided funding and any other relevant details have been arranged).

Therefore the suggested Next stage options presented are to Admit the individual requiring care (to convert their details to an actual Service user within Service users), or to Close enquiry (if it cannot be progressed for any reason).

The option to View assessment is also available, in case any detail needs to be reviewed or outcome notes need to be updated.

Comments

Comments is the second of the tabbed pages for a Care enquiry, and lists any Comments about the enquiry which have been added by CareHQ Users.

Comments are notes related to the enquiry which any User who may view the enquiry can see. They are generally used as an additional way of recording information relevant to the enquiry which cannot be stored by simply Updating the enquiry.

It’s possible to use a Comment to also act as a reminder about the enquiry for yourself or another User, by setting up an Action as part of adding a Comment.

The Comments listing page displays all comments related to the enquiry in order of when they were added, with the most recent at the top.

If any Comment has an Action related to it, this will be displayed in the Comments listing along with the Comment itself. Select the Related action text from within the Comment to Update the Action.

If any Comment has been pinned to the Details page for the related Care enquiry, this will be signified by a pin icon next to it on the Comments listing.

The Search function can be used to look for a Comment containing a specific word or words. Simply enter one or more words into the Search field and any Comments containing the word(s) will be displayed.

If there are many Comments, the list may be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Adding a comment to an enquiry

From the Comments page, select the Add button to go to the Add comment form.

There are three fields:

  • Comment: Enter the text content of the Comment.
  • Pin this comment: If the Comment is important, tick this box to pin it to the top of the enquiry Details page, to highlight it more prominently to other Users.
  • Do you want to add an action for this comment? If you select Yes, in addition to adding the Comment, you will also be presented with the Add action form to allow a related Action to be added.

Any Action added in relation to a Comment will appear under the Actions tabbed page for the Care enquiry and also on the My actions page for the assigned User.

Updating a comment

From the Comments listing for a Care enquiry, move the mouse over a Comment and a pencil icon will appear. Select this icon to update the Comment.

The Update Comment form allows the Comment text to be changed, and the Comment can be pinned or unpinned to show or hide it from the main Care enquiry Details page.

Actions

Actions is the third of the tabbed pages for a Care enquiry. It lists any Actions related to the enquiry which have been added by CareHQ Users, or added automatically by the system while the enquiry has been progressed.

Note

Any Actions automatically added by the system (as reminders to the User assigned to a Care enquiry) can be marked as complete in the same way as any other Action, but will also be automatically removed when the related enquiry progresses beyond the Stage the Action was related to.

By default only Actions with a Status of Outstanding (due, but not yet completed) are displayed.

Other Actions related to the enquiry can be displayed by changing the Status drop-down menu and then selecting the search (magnifying glass) button:

  • Overdue: show Actions with a Due date/time in the past
  • Completed: show Actions which have been marked as complete
  • Any: show all Actions related to this enquiry, no matter what their Status

Action cards on this page include all the same elements as those under My actions which you can read about for more details about Actions.

Adding an Action to an enquiry

From the Actions tabbed page for the appropriate Care enquiry, select the Add button.

You will be taken to the Add action form for the chosen Care enquiry.

This is the same as the standard Add action form, except the Action will also be added to the Actions page for the Care enquiry. Under My actions (for the assigned User) the Action will include a link back to the related enquiry.

Comms

An Email or SMS (text message) can be sent directly from CareHQ to the Care seeker related to a Care enquiry, from the Comms page of the enquiry.

Comms is the fourth tabbed page for a Care enquiry. The page also lists any messages which have been sent To, or received From, the Care seeker related to the enquiry.

The Comms listing page for a Care enquiry is a combination of the Inbox and Sent listing pages found under Comms within the Dashboards section, but only lists messages linked to the related Care enquiry.

Messages are listed on the Comms tabbed page with the most recent at the top. For each message the following details are visible in the listing:

  • Subject: the subject line (for an Email)
  • Recipient/Sender: the name of the Recipient or Sender (the Care seeker)
  • Date/Time: the date/time when the message was sent or received
  • Channel: whether the message was an Email or SMS (text message)

Navigating the Comms listing

Up to 20 messages can be displayed on a single page, so if there are more than this the list will be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Search

At the bottom of the Comms list the number of results (messages currently in the list) is displayed. The term results is used because the number isn’t always the total number of messages; the number of items in the list will vary depending on whether the Search or Filter options have been used.

A word or words can be entered into the Search field to display any messages which include that word or words.

If the search results aren’t satisfactory then it may be necessary to also update the Filter options, as search results are a combination of Search and Filter.

Filter options

Select the Filter button to open the related options, which can be used on their own or in combination with the Search field to narrow down search results as required.

The following filtering options are available:

  • From: The pop-up calendar can be used to set a sent date before which no messages will be included.
  • To: The pop-up calendar can be used to set a sent date after which no messages will be included.
  • Direction: Tick either or both options to only show Received or Sent messages.
  • Channels: Tick either or both options to only show Email and/or SMS messages.

After setting the chosen Filter options, the Update button will perform a new search of the Comms listing using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Comms list once again).

You can learn more about the main Comms pages here.

Sending a message to a Care seeker

From the Details page or the Comms page for the appropriate Care enquiry, select Send message. The Send message form will be presented.

Depending on the details recorded on CareHQ for the Sender (the Care seeker associated with the Care enquiry), you will have the option to send by Email or Mobile (SMS – text message). If both options are available, select your preference.

If sending by Email, you can enter a Subject so that the recipient can easily recognise the nature of the message from their email inbox.

Whether sending an Email, or an SMS text message (to a Mobile), enter your message in the Content field.

We recommend keeping text messages to 160 or fewer characters, as this allows the Content to be sent as a single SMS. To help with this, a character counter appears below the field. If you need to write more than 160 characters, the maximum allowed altogether is 600 characters (sent as multiple SMS messages).

When sending an Email, select I want to attach literature to this message if you need to send a document as well as your written Content. You will have the choice of any items which have been uploaded to Literature for your service. Tick any item you wish to attach to the message.

When you are happy with the Content of the message and have attached any Literature documents as required, select Send. Your message will be sent to the Contact recipient, and the message will be recorded on the Comms page for the Care enquiry and the Sent list of the main Comms pages.

History

History is the fifth tabbed page for a Care enquiry. It lists details of various important Stages of the enquiry and the Users who have been involved with progressing the Care enquiry or making related arrangements.

The History page may include the following information:

  • Stages: A record of when each Stage of the Enquiry progression was reached, and the User responsible for the advance in each case.
  • Home visits: The Status of any Home Visit which has been booked, the date/time of the booking and the User the booking is Assigned to.
  • Assessments: The Status of any Assessment which has been arranged, the date/time of the Assessment and the User the Assessment is Assigned to.

Change log

The Change log is the last of the tabbed pages for a Care enquiry. It displays a record of Dates and Times when changes were made to the Care enquiry, and which User made each change.

If available, Details of exactly what was changed will also be listed in each case.