Automated emails and SMS
CareHQ automatically sends emails and SMS messages to care seekers, service users, and key contacts in a number of scenarios such as confirming a home visit or reminding a care seeker about an upcoming care assessment. Confirmations, reminders, and notifications can help reassure recipients, highlight issues to be addressed ahead of time, and reduce missed appointments.
In this article we list the scenarios in which email and SMS messages are automatically sent by CareHQ along with what triggers each of them, who the recipient is, when they are sent, and the format and standard content of each message.
Email and SMS messages can be customised to your requirements; this includes content and, in the case of emails, the look and feel. Content changes are typically made at no additional charge whereas changes to look and feel are quoted for.
You can also choose to turn off email and SMS from CareHQ if you want to manage customer communications separately. Please contact support for more information.
Automated email and SMS message types
The following table lists each of the scenarios in which CareHQ will automatically send an email or SMS message.
| Trigger | Recipient | Time | Format | Subject line | Content |
|---|---|---|---|---|---|
| Booking a home visit | Care seeker | Sent when the visit is booked | Home visit confirmation |
Dear {first name}, We are happy to confirm your visit to {care home} on {visit date & time}. One of our team will meet with you on your arrival to show you around and answer any questions you may have. If you need to rearrange or cancel your visit you can reply to this email or call us on {care home phone number}. |
|
| Rearranging the date/time for a home visit | Care seeker | Sent when the visit date/time is updated | Update to home visit |
Dear {first name}, We are happy to confirm the updated date and/or time of your visit to {care home name} on {visit date & time}. One of our team will meet with you on your arrival to show you around and answer any questions you may have. If you need to rearrange or cancel your visit you can reply to this email or call us on {care home phone number}. |
|
| The day before a home visit | Care seeker | Sent at 8am the day before | We are looking forward to showing you around {care home name } tomorrow |
Dear {first name}, We just wanted to send you a reminder for your visit to {care home name} tomorrow at {visit time}. One of our team will meet with you on your arrival to show you around and answer any questions you may have. If you need to rearrange or cancel your visit you can reply to this email or call us on {care home phone number}. |
|
| Day of the home visit | Care seeker | Sent at 8am the morning of | SMS | - |
Just a reminder that your home visit at {care home name} is booked today at {visit date & time}. We look forward to showing you around. Our address: {care home address} If you need to rearrange or cancel your visit please call us on {care home phone number} |
| Arranging a care assessment | Care seeker | Sent when the assessment is arranged | Care assessment confirmation |
Dear {first_name}, We are happy to confirm your care assessment for {service user full name} is scheduled for {assessment date & time}. {assessor name} will perform the care assessment and answer any questions you may have. If you need to rearrange or cancel your care assessment you can reply to this email or call us on {care home phone number} |
|
| Rearranging the date/time for an assessment | Care seeker | Sent when the assessment date/time is updated | Update to care assessment |
Dear {first name}, We are happy to confirm your care assessment for {service user full name} is scheduled for {assessment date & time}. {assessor name} will perform the care assessment and answer any questions you may have. If you need to rearrange or cancel your care assessment you can reply to this email or call us on {care home phone number} |
|
| Day of the care assessment | Care seeker | Sent at 8am the morning of | SMS | - |
Just a reminder that your care assessment for {service user full name} is scheduled today at {assessment date & time} with {assessor name}. If you need to rearrange or cancel your assessment please call us on {care home phone number} |
| When an invoice for a service user is created and approved * | The billing party | Sent at 6am on the invoice's issue date | Email (includes an Invoice PDF attachment) | Invoice {invoice number} from {company name} |
Dear {first name}, Please find invoice {invoice number} for {total price} (PDF) attached. Details of how to make a payment are provided on the attached invoice. If you have any questions you can reply to this email or call us on {care home phone number} |
| When the expense balance for a service user drops below the configured notification amount | The service user and/or key contacts responsible for topping up the balance | Sent within 30 minutes of the balance dropping below the notification level | Email (includes a Statement PDF attachment) | {service user full name}'s expenses balance is low |
Dear {first name}, We just wanted to let you know that the expenses balance for {service user full name} is low. We've attached an expenses statement (PDF) to this email. If you have any questions you can reply to this email or call us on {care home phone number} |
| When a service user passes away | Billing parties for the service where an email address is configured for deceased notices | Sent when the resident is recorded as deceased | Notice of service users death at {care home name} |
You are receiving this notification as you are currently recorded as a funder for the service user. Please see full details below: Full details include; service user's name, date of birth, date of death, patient number, NHS number, reference and room. If you have any questions you can reply to this email or call us on {care home phone number} |
* Invoices are by default not automatically emailed to customers, to enable invoices to be emailed to customers please contact support who will enable this option for you.