Questions agencies commonly ask before getting started.
These answers provide a practical overview of how the platform works. Your agency configuration, subscription plan and internal policies may affect the exact workflow available to your users.
01What is the platform designed to manage?
It is designed to support domiciliary care operations including staff and compliance, clients, care assessments and care plans, visit scheduling, rotas, mobile visit delivery, medication records, incidents, safeguarding workflows, timesheets, payroll-ready reporting, client invoicing, notifications, messaging and management reporting.
02Can each agency configure its own job roles and visit types?
Yes. Agency managers can create their own job roles and visit types, including employee pay rates, client charge rates and rate categories. These configured records are then selected from dropdowns during staff and visit creation.
03How is employee visit pay calculated?
Employee visit pay can be based on the scheduled duration of the visit and the pay rate snapshotted for that visit. Completing a visit early does not reduce the guaranteed scheduled-duration pay. Mileage and approved expenses can be added separately.
04Is client billing separate from employee payroll?
Yes. Employee pay rates and client charge rates are separate. Client invoices use the configured client charge rate while payroll records use the employee pay rate.
05Can care workers use the platform on a phone?
Yes. The care-worker portal is mobile-first and the platform supports installable PWA behaviour. Workers can review visits, start journeys, check in, complete tasks, record medication outcomes, submit incidents, check out and submit timesheets from supported mobile browsers.
06What happens when a care worker is late or misses a visit?
The platform can automatically detect late check-ins, missed visits and unassigned visits using configurable thresholds. Managers receive escalations and can review visit exceptions or cancellation requests through controlled workflows.
07Can family members or representatives access care information?
Authorised client or representative accounts can be created for a specific client. Their portal is intentionally restricted and does not expose internal payroll, staff compliance, safeguarding records or management-only information.
08How are safeguarding records protected?
Safeguarding concerns can create restricted management cases. Confidential management notes and outcomes are not displayed to care workers or ordinary client-portal users.
09Does the platform support notifications?
Yes. In-app notifications are the authoritative record. Optional email and SMS delivery can also be configured, with queueing and retry behaviour so external provider failures do not interrupt care workflows.
10How are subscriptions paid?
The SaaS subscription layer supports monthly and annual plans through Stripe Checkout and Stripe Billing, with webhook synchronisation for subscription and payment status.
11Are backups and production checks available?
Yes. Super Admin has operations, error-log, backup/restore and Tests & Readiness areas. Database backups include integrity verification and guarded restoration controls.
12How do we get help?
Use the Contact Us page for product, account or support enquiries. Existing customers should include a non-sensitive reference and contact us from the email associated with their organisation where possible.
Still have a question?
Contact our team and tell us what you need to achieve with your care operation.