Reports

Select Reports either from the Reporting section or, if your User account has the Account owner role, from the Dashboards section.

The Reports are collected into categories according to the area of the business they relate to.

More categories may be added over time (or can be requested), but currently available are:

  • Finance
  • Sales
  • Service users

Although not strictly a category, by default the All reports tab will be displayed, listing every available report.

To access any Report, select the Report’s title/summary from the listing.

Any category can be selected to access the related Reports, though if there are some Reports you like to check most regularly then these can be set to appear before any others. See Favourites for more details.

Favourites

Once you are familiar with the Reports, there may be a few which you’re most interested in and others which you don’t need to check regularly.

Your preferred Reports can be set as Favourites, which will place them in a new Favourites category, and these will be displayed first whenever you visit the Reports.

To set a Report as a Favourite simply select the star icon, next to the Report heading, on any category page.

The next time you select to visit Reports, the new Favourites category will be displayed, containing your selected Reports. Below each Report in Favourites will be a tag such as Sales or Finance, to act as a reminder of the usual category of the Report.

Info

Users with the Account owner role will find any Favourite Reports will be placed directly within their Dashboards section, so that as long as Dashboards is open (selected) any Favourite Report can be visited with a single click/tap.

Ordering your Favourites

While viewing your Favourites page, select the directional arrows icon and hold down the mouse button or your finger, then move to drag the Report to a new position in the list.

Removing a Report from Favourites

To remove a Report from your Favourites page, select the star icon again to remove the blue highlight. The next time you select Reports or Favourites the Report will be gone.

Acquisition

This Report shows the volume of Care enquiries each sales channel, referrer type, and referrer generates and how well they perform.

The Acquisition Report includes a graph of Care enquiries received over time. The mouse can be moved over any point on the graph to show the exact number of enquiries for that date.

The Acquisition Report

Below the graph are tables which break down the statistics for Care enquiries by sales channel and the various referrer types/referrers.

Filtering options allow a recent time period to be compared to an earlier period of equal length, or can also refine the Report to only show statistics related to enquiries of specific types.

For each channel or referrer type/referrer the following statistics are displayed for the chosen time period:

  • Enquiries: the number of enquiries
  • % of Enquiries: the percentage of the total enquiries the channel/referrer type/referrer represents
  • Open: the number of enquiries which are currently open
  • Closed: the number of enquiries which have been closed
  • Admitted: the number of enquiries which have lead to a Service user being admitted
  • Conversion (%): the percentage conversion rate

The final row of each table shows the total number of Enquiries, plus totals for Closed and Admitted, and the overall Conversion rate (percentage of enquiries that resulted in a new admission) for that sales channel, referrer type or referrer.

Time period

The time period for the Report (graph and tables) is chosen via the date fields (Start and End) at the top of the page. By default the time period is the last 30 days.

Select the Start and/or End field to bring up the date picker and change the time period as required.

The default points on the horizontal (time) axis of the graph are Days, though you can also select Weeks, Months, or Years for a broader overview of the chosen period.

Select Update (to the right of the date fields) after making any time period changes, to update the graph and tables accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the graph and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Info

All filtering options other than Compare from directly match information fields in each Care enquiry recorded on CareHQ for your service, which is where the data is taken from.

Compare from

Select this field and use the date picker to choose a date from which you would like to compare to the currently chosen main time period.

For example you may have a three month period chosen for the main Report time period, and then choose a Compare from date three months earlier (than the main Start date) to compare those three month time periods.

Note

Overlapping time periods are possible for comparison, but the Compare from date chosen should be at least a day earlier than the Start date of the currently chosen main time period for the Report, otherwise the filter will be invalid as no comparison will be possible.

Select Update on the Filters panel and the Compare from date will be used to plot the comparison time period on the graph with a lighter blue than the main period.

The statistics will also be updated to show any variations between the main time period and the comparison time period. For each sales channel or referrer type/referrer the statistics of both time periods will be displayed, plus an extra row to show any percentage difference for each statistic. Green values indicate an increase for the main time period, while red values indicate a fall.

Funding type

This filtering option defaults to All types, though it can be changed to:

  • Private
  • Local authority
  • CHC
  • Not sure

Select one of the options and the Report will only display data related to Care enquiries with that funding type.

Service type

This filtering option defaults to All service types, though it can be changed to:

  • Nursing home
  • Residential home

Select one of the options and the Report will only display data related to Care enquiries with that service type.

Dementia diagnosis

This filtering option defaults to All diagnoses, though it can be changed to:

  • Has dementia
  • Doesn’t have dementia

Select one of the options and the Report will only display data related to Care enquiries with that dementia diagnosis.

Duration of care

This filtering option defaults to All durations, though it can be changed to:

  • Permanent
  • Respite

Select one of the options and the Report will only display data related to Care enquiries with that duration of care.

Sales cycle

This Report highlights the stages when Care seekers drop out of the Care enquiry (sales) process and how long each key step in the process takes.

The main focus of the Sales cycle Report is the Sales funnel diagram which visually illustrates each stage of the process as a percentage of the total number of enquiries received during the time period set at the top of the page.

The Sales Cycle Report

Info

The Sales funnel diagram is colour-coded to help with identification of each stage. The colours used match those of the stages of the Enquiry progress indicator on every Care enquiry recorded on CareHQ.

Above the Sales funnel diagram are three key figures which show, for the chosen time period, the number of days it takes on average for an enquiry to progress:

  • To visit (of the home by the Care seeker),
  • To assessment (of the potential Service user), and
  • To placement (admission of a new Service user).

Next to the Sales funnel diagram is a breakdown of each enquiry Stage for the chosen time period into the number of enquiries remaining at that stage, and the percentage of the total enquiries the stage represents.

Filtering options can refine the Report to only show statistics related to enquiries of specific types and/or Location groups/Locations.

Time period

The time period for the Report is chosen via the date fields (Start and End) at the top of the page. By default the time period is the last 3 months.

Select the Start and/or End field to bring up the date picker and change the time period as required.

Select Update (to the right of the date fields) after making any time period changes, to update the Sales funnel and statistics accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the Sales funnel and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Funding type

This filtering option defaults to All types, though it can be changed to:

  • Private
  • Local authority
  • CHC
  • Not sure

Select one of the options and the Report will only display data related to Care enquiries with that funding type.

Sales channel

This filtering option defaults to All sales channels, though it can be changed to:

  • Email
  • Inbound call
  • Live chat
  • Outbound call
  • Voicemail
  • Walk in

Select one of the options and the Report will only display data related to Care enquiries with that Sales channel.

Referrer type

This filtering option defaults to All referrer types, though it can be changed to:

  • Advertising
  • Digital
  • Local reputation
  • Recommendation

Select one of the options and the Report will only display data related to Care enquiries with that Referrer type.

Location group

This filtering option defaults to All location groups, though it can be changed to any other Location group which may have been set up for your service (Such as North, or West Midlands perhaps).

Select one of the options and the Report will only display data related to Care enquiries associated with that Location group (based on the location of the Service user).

Location

This filtering option is not used by default, though if you wish you can enter a specific care Location name to set the Report to only display data related to that Location.

Select the field and start to type the name of a care Location. Any matching Location names will be listed after a few characters have been entered. Select the desired Location from those presented.

Closed reasons

This Report provides a breakdown of why Care enquiries have closed without resulting in a placement.

A colour-coded bar chart highlights the reasons enquiries have closed within the chosen time period at the top of the page. Move the mouse over a bar on the chart to display the closed reason and number of enquiries which closed for that reason.

The Closed reasons Report

Below the chart are colour-coded statistics to act as a key, displaying the figures for the number of enquiries closed for each reason along with the percentage of the total closed enquiries each reason represents.

The Closed reasons key

There are also statistics showing the performance of each Location: the number of enquiries each received in the time period, the conversion rate, and colour-coded dots of varying size to indicate the percentage of enquiries closed for each reason. Move the mouse over (or touch) a dot for details: reason, number of enquiries closed for that reason, and percentage of total closed enquiries.

Filtering options allow a recent time period to be compared to an earlier period of equal length, the Report can be refined to only show statistics related to enquiries of specific types, or specific Location groups can be represented.

Time period

The time period for the Report is chosen via the date fields (Start and End) at the top of the page. By default the time period is the last 3 months.

Select the Start and/or End field to bring up the date picker and change the time period as required.

Select Update (to the right of the date fields) after making any time period changes, to update the chart and statistics accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the chart and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Info

All filtering options other than Compare from match information fields in each Care enquiry recorded on CareHQ for your service, which is where the data is taken from.

Compare from

Select this field and use the date picker to choose a date from which you would like to compare to the currently chosen main time period.

For example you may have a three month period chosen for the main Report time period, and then choose a Compare from date three months earlier (than the main Start date) to compare those three month time periods.

Note

Overlapping time periods are possible for comparison, but the Compare from date chosen should be at least a day earlier than the Start date of the currently chosen main time period for the Report, otherwise the filter will be invalid as no comparison will be possible.

Select Update on the Filters panel and the Compare from date will be used to update the chart to show two bars for each enquiry closure reason. The first (darker coloured) bar represents the main time period for each reason, with the lighter coloured bar indicating the comparison period.

The Closed reasons Report comparison

The statistics will also be updated to show any variations between the main time period and the comparison time period.

For each Closed reason the statistics of both time periods will be displayed, plus an extra row to show any percentage difference for each statistic. Green values indicate a positive shift (fewer closed enquiries) in favour of the main time period, while red values indicate a negative shift (more closed enquiries).

The Location performance statistics will also be updated to include the comparison time period for each Location and overall percentage change values.

Funding type

This filtering option defaults to All types, though it can be changed to:

  • Private
  • Local authority
  • CHC
  • Not sure

Select one of the options and the Report will only display data related to Care enquiries with that funding type.

Service type

This filtering option defaults to All service types, though it can be changed to:

  • Residential home
  • Nursing home
  • Home care
  • Live in care

Select one of the options and the Report will only display data related to Care enquiries with that service type.

Dementia diagnosis

This filtering option defaults to All diagnoses, though it can be changed to:

  • Has dementia
  • Doesn’t have dementia

Select one of the options and the Report will only display data related to Care enquiries with that dementia diagnosis.

Duration of care

This filtering option defaults to All durations, though it can be changed to:

  • Permanent
  • Respite

Select one of the options and the Report will only display data related to Care enquiries with that duration of care.

Location group

This filtering option defaults to All location groups, though it can be changed to any other Location group which may have been set up for your service (Such as North, or West Midlands perhaps).

Select one of the options and the Report will only display data related to Care enquiries associated with that Location group (based on the location of the Service user).

Geography (Sales)

This Report plots the geographic location of Care enquiries, showing areas of demand by need and funding type.

The main focus of the Geography Report is the Map, which displays the geographic position of care Locations along with the positions of Care seekers related to Care enquiries, for the chosen time period.

The Geography Report

The key below the Map shows that Locations are indicated by a marker pin, while each Care seeker (for a Care enquiry) is indicated by a coloured dot.

Each Care seeker dot is coloured according to the Stage of their related Care enquiry:

  • Blue is Active
  • Red is Closed
  • Green is Admitted (Service user)

Select any marker/dot on the Map to view the name of the Location or Care seeker.

The Map can also be moved by selecting and holding and then moving to drag to a new position, or zoomed in/out using the on-screen + and - controls or touch-based zooming.

Below the Map are statistics By stage; for each Stage the figures show (for the chosen time period):

  • Avg. distance (miles): the average distance (as the crow flies) Care seekers related to Care enquiries of this Stage are from their nearest Location,
  • Care enquiries: the number of enquiries of this Stage, and
  • Care enquiries (%): the percentage of the total number of enquiries this Stage represents.

Time period

The time period for the Report is chosen via the date fields (Start and End) at the top of the page. By default the time period is the last 3 months.

Select the Start and/or End field to bring up the date picker and change the time period as required.

Select Update (to the right of the date fields) after making any time period changes, to update the Map and statistics accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the Map and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Info

All filtering options other than Compare from match information fields in each Care enquiry recorded on CareHQ for your service, which is where the data is taken from.

Compare from

Select this field and use the date picker to choose a date from which you would like to compare to the currently chosen main time period.

For example you may have a three month period chosen for the main Report time period, and then choose a Compare from date three months earlier (than the main Start date) to compare those three month time periods.

Note

Overlapping time periods are possible for comparison, but the Compare from date chosen should be at least a day earlier than the Start date of the currently chosen main time period for the Report, otherwise the filter will be invalid as no comparison will be possible.

Select Update on the Filters panel and the Compare from date will be used to update the Report to show two Maps, one for each time period. The first Map represents the main time period, while the second Map represents the comparison period.

The Geography Report comparison

The statistics will also be updated to show any variations between the main time period and the comparison time period.

For each Stage the statistics of both time periods will be displayed, plus an extra row to show any percentage difference for each statistic. Green values indicate an increase for the main time period, while red values indicate a fall.

Funding type

This filtering option defaults to All types, though it can be changed to:

  • Private
  • Local authority
  • CHC
  • Not sure

Select one of the options and the Report will only display data related to Care enquiries with that funding type.

Service type

This filtering option defaults to All service types, though it can be changed to:

  • Residential home
  • Nursing home
  • Home care
  • Live in care

Select one of the options and the Report will only display data related to Care enquiries with that service type.

Dementia diagnosis

This filtering option defaults to All diagnoses, though it can be changed to:

  • Has dementia
  • Doesn’t have dementia

Select one of the options and the Report will only display data related to Care enquiries with that dementia diagnosis.

Duration of care

This filtering option defaults to All durations, though it can be changed to:

  • Permanent
  • Respite

Select one of the options and the Report will only display data related to Care enquiries with that duration of care.

Sales channel

This filtering option defaults to All sales channels, though it can be changed to:

  • Email
  • Inbound call
  • Live chat
  • Outbound call
  • Voicemail
  • Walk in

Select one of the options and the Report will only display data related to Care enquiries with that Sales channel.

Referrer type

This filtering option defaults to All referrer types, though it can be changed to:

  • Advertising
  • Digital
  • Local reputation
  • Recommendation

Select one of the options and the Report will only display data related to Care enquiries with that Referrer type.

Location group

This filtering option defaults to All location groups, though it can be changed to any other Location group which may have been set up for your service (Such as North, or West Midlands perhaps).

Select one of the options and the Report will only display data related to Care enquiries associated with that Location group (based on the location of the Service user).

Location

This filtering option is not used by default, though if you wish you can enter a specific care Location name to set the Report to only display data related to that Location.

Select the field and start to type the name of a care Location. Any matching Location names will be listed after a few characters have been entered. Select the desired Location from those presented.

Occupancy

This Report provides historic occupancy data and forecasts for future occupancy levels.

The main focus of the Occupancy Report is the Tracker graph; this displays occupancy levels over the time period chosen at the top of the page, and can forecast levels a little into the future based on projected occupancy in 28 days.

The Occupancy Report

On the graph, past/current dates are joined by a solid line and projected future dates are joined by a dotted line.

Move the mouse over any point on the graph to show details of the date and exact percentage occupancy.

Below the graph are statistics for each Location at the current time (today), and statistics for each Location group today. Each table displays:

  • Location or Location group name
  • Number of Live enquiries
  • Number of Visits booked
  • Number of Assessments booked
  • Number of Available rooms
  • Occupancy level (as a percentage of total capacity)

Time period

The time period for the Report (Tracker graph and statistics tables) is chosen via the date fields (Start and End) at the top of the page. By default the time period covers from the last 28 days to 28 days ahead.

Select the Start and/or End field to bring up the date picker and change the time period as required.

The default points on the horizontal (time) axis of the graph are Days, though you can also select Weeks, Months, or Years for a broader overview of the chosen period.

Select Update (to the right of the date fields) after making any time period changes, to update the graph and tables accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the graph and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Info

The filtering options other than Compare from directly match information fields for each Service user or Care enquiry recorded on CareHQ for your service, which is where the data is taken from.

Compare from

Select this field and use the date picker to choose a date from which you would like to compare to the currently chosen main time period.

For example you may have a three month period chosen for the main Report time period, and then choose a Compare from date three months earlier (than the main Start date) to compare those three month time periods.

Note

Overlapping time periods are possible for comparison, but the Compare from date chosen should be at least a day earlier than the Start date of the currently chosen main time period for the Report, otherwise the filter will be invalid as no comparison will be possible.

Select Update on the Filters panel and the Compare from date will be used to plot the comparison time period on the graph with a lighter blue than the main period.

Care type

This filtering option defaults to All care types, though it can be changed to:

  • Residential
  • Residential dementia
  • Nursing
  • Nursing dementia

Select one of the options and the Report will only display data related to Service users/Care enquiries requiring that care type.

Funding type

This filtering option defaults to All funding types, though it can be changed to:

  • Private
  • Local authority
  • CHC
  • Not sure

Select one of the options and the Report will only display data related to Service users/Care enquiries with that funding type.

Weekly rate

This Report tracks the average weekly rate achieved for Locations and forecasts for future rates.

The main focus of the Weekly rate Report is the Tracker graph; this displays average weekly rate across all Locations over the time period chosen at the top of the page, and can forecast rates a little into the future based on projected occupancy in 28 days.

The Weekly rate Report

On the graph, past/current dates are joined by a solid line and projected future dates are joined by a dotted line.

Move the mouse over any point on the graph to show details of the date and average weekly rate at that time.

Below the graph are statistics for each location at the current time (today), statistics for each Location group, and by care type. Each table displays:

  • Location, Location group, or Care type
  • Average room rate (suggested) for the Location, Location group, or Care type
  • Average actual rate received for the Location, Location group, or Care type
  • Average rate difference between suggested and actual room rates
  • Number of Service users for the Location, Location group, or Care type
  • Number of Rooms in total *

For the Average rate difference, green values indicate an increase for the Average actual rate over the Average (suggested) room rate, while red values indicate the Average actual rate is lower.

  • For the By care type table, Rooms can be classed as suitable for more than one type of care and so the Rooms column does not reflect the number of physical rooms.

Time period

The time period for the Report (Tracker graph and statistics tables) is chosen via the date fields (Start and End) at the top of the page. By default the time period covers from the last 28 days to 28 days ahead.

Select the Start and/or End field to bring up the date picker and change the time period as required.

The default points on the horizontal (time) axis of the graph are Days, though you can also select Weeks, Months, or Years for a broader overview of the chosen period.

Select Update (to the right of the date fields) after making any time period changes, to update the graph and tables accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the graph and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Compare from

Select this field and use the date picker to choose a date from which you would like to compare to the currently chosen main time period.

For example you may have a three month period chosen for the main Report time period, and then choose a Compare from date three months earlier (than the main Start date) to compare those three month time periods.

Note

Overlapping time periods are possible for comparison, but the Compare from date chosen should be at least a day earlier than the Start date of the currently chosen main time period for the Report, otherwise the filter will be invalid as no comparison will be possible.

Select Update on the Filters panel and the Compare from date will be used to plot the comparison time period on the graph with a lighter blue than the main period.

Funding type

This filtering option defaults to All funding types, though it can be changed to:

  • Private
  • Local authority
  • CHC
  • Not sure

Select one of the options and the Report will only display data related to Service users with that funding type.

EOL (End Of Life)

This Report displays the number of deaths for pending and active Service users (those that were due to begin using, or were using, your service when they died).

The Service user deaths graph displays any deaths over the time period chosen at the top of the page (the last 28 days, by default).

The EOL Report

Move the mouse over any point on the graph to show exact details of the date and related figure.

Below the graph are statistics for each Location, and for each Location group. Each table displays (for the currently chosen time period):

  • Location or Location group name
  • Number of deaths
  • Percentage of deaths the Location or Location group represents, out of the total

Time period

The time period for the Report (graph and statistics tables) is chosen via the date fields (Start and End) at the top of the page. By default the time period covers the last 28 days.

Select the Start and/or End field to bring up the date picker and change the time period as required.

The default points on the horizontal (time) axis of the graph are Days, though you can also select Weeks, Months, or Years for a broader overview of the chosen period.

Select Update (to the right of the date fields) after making any time period changes, to update the graph and tables accordingly.

Filters

Select Filters to open the options for filtering the details of the Report.

After changing any filtering options, select Update on the Filters panel to apply the changes to the graph and statistics.

Any updated options are displayed just below the Filters button as a reminder of what changes are currently applied to the Report. To remove any of these filtering options individually, select the x (close) button to the right of the specific option.

To remove all filtering options from the Report including the chosen time period (if this has been changed), select Clear from within Filters to reset the Report to the default.

Compare from

Select this field and use the date picker to choose a date from which you would like to compare to the currently chosen main time period.

For example you may have a three month period chosen for the main Report time period, and then choose a Compare from date three months earlier (than the main Start date) to compare those three month time periods.

Note

Overlapping time periods are possible for comparison, but the Compare from date chosen should be at least a day earlier than the Start date of the currently chosen main time period for the Report, otherwise the filter will be invalid as no comparison will be possible.

Select Update on the Filters panel and the Compare from date will be used to plot the comparison time period on the graph with a lighter blue than the main period.

Service type

This filtering option defaults to All service types, though it can be changed to:

  • Residential home
  • Nursing home

Select one of the options and the Report will only display data related to Service user records with that service type.

Dementia diagnosis

This filtering option defaults to All diagnoses, though it can be changed to:

  • Has dementia
  • Doesn’t have dementia

Select one of the options and the Report will only display data related to Service user records with that dementia diagnosis.