Managing care enquiries from location contacts
Care enquiries may be received from location contacts such as local authority, NHS team, or other sources, and it's useful to record them as such on CareHQ. Doing so also makes the care seeker details quick and simple to add or manage, and provides the basis of a dedicated report.
This article covers how to set the primary contact or other person at a location contact as a potential care seeker/source for care enquiries, how to add or update a care enquiry as being received from a location contact, and the Acquisitions by location contact report.
Before a location contact can be selected as care seeker/source for a care enquiry, the location contact (the primary contact for the location contact) or another person related to the location contact must have been updated to record that they can make care enquiries. Read on for further details.
How to update a location contact as a potential source of care enquiries
To update a location contact so that they can be selected as a care seeker for care enquiries, follow the steps below:
Location contact (primary contact)
- Select Contacts then Location contacts from the main navigation menu, then select the appropriate contact.
- Select the Update action from the top of the page, then scroll down to the Other section and select Can make care enquiries.
- Save to confirm.
Other person at a location contact/location contact department
- Select Contacts then Location contacts from the main navigation menu, then select the appropriate contact.
- Select the People tab from the top of the page, then select the appropriate person from the list.
- Select the Update action from the top of the page, then select Can make care enquiries from the Other section.
- Save to confirm.
How to add a care enquiry received from a location contact
To add a new care enquiry from a location contact, follow the steps below:
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Select Care enquiries from the main navigation menu, then select Add from the top of the page.
- If you manage more than one care location, also select the location the care enquiry relates to before selecting Next.
- On the Add care enquiry form, below Who is the care seeker? select A location contact.
- In the Care seeker section, start to type the name of the Location contact making the enquiry. This can be the location contact name itself, the name of the primary contact, or another person at the location contact.
- Matching name(s) will be presented; when the correct one is displayed, select the name to confirm.
- Continue to complete the care enquiry form with the required details before selecting Save.
To change the location contact added to a care enquiry, select to Update the care enquiry, make the necessary change to the Location contact making the enquiry then select Save.
When a care enquiry is added with a location contact/person as the care seeker, only the name is required to add them to the enquiry. However when saved, the Care seeker section of the care enquiry will automatically show all known details for the contact including name, phone number, email etc. These are taken from the related location contact record so they don't need to be added or updated per care enquiry and can be easily updated in one place as described below.
How to update the details of a location contact from a care enquiry
Should you need to update any detail for a location contact/person added as a care seeker to a care enquiry, follow the steps below:
- On the Details tab of the care enquiry, within the Care seeker section, select the name of the Location contact.
- You will be taken to the location contact or details of the location contact person. Select Update.
- Make any changes necessary, then Save.
Any changes will show across all care enquiries where the updated location contact is recorded as care seeker.
The Acquisitions by location contact report
If care enquiries have been added with location contacts as care seeker, the related statistics will form the content of the Acquisitions by location contact report which shows the volume of care enquiries received by location contact and how well each is performing.
Viewing the report
To access the report, select Reports from the main navigation menu, then select Acquisitions by location contact from the Sales section of the reports list.
Refining the report
The line graph x-axis point intervals can be set between Days, Weeks, Months and Years, and the reporting period can be updated by adjusting the start and end dates before selecting Update.
To select specific care enquiry details contributing to the data presented, the Filters options can be set to your requirements before selecting Update to apply the changes. Reset to return to the default filter settings.
By location contact
Below the graph is a table detailing care enquiry statistics by location contact. Select any value from the table to view a list of the care enquiries related to that location contact. Select from the list for quick access to the full details of any enquiry.
Select one or more location contact name(s) from the table to highlight them, then select Plot rows to show a coloured line on the graph for each.
To remove a highlighted location contact, select it again, then Plot rows once more. Alternatively, the Reset option under Filters will also clear any highlighted location contacts (returning the report to default settings).