Frequently Asked Questions

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Here’s a few answers to our most common questions
How much does CareLineLive cost?

CareLineLive offer a simple and affordable monthly pricing plan per carer which includes all management software, mobile software, handset, airtime required, unlimited access for family and friends, hosting, security and backup. If you would like an idea on price or for more information please call us on 03300 885 767 or contact us here

How does the licensing work, do we pay for managers?

You pay per carer; there are no extra chargers for managers or simultaneous logins. In practice, you could have 5 carers, and 10 managers logged into the system with one simple, monthly cost.

What is the minimum contract length with CareLineLive?

CareLineLive is the only care management system available on short term, 1 year contracts.

What is the minimum number of carers a business needs to use CareLineLive?

There is a minimum requirement of 5 carers with any CareLineLive contract.

I have more than one office, can CareLineLive work across both offices?

Yes, CareLineLive is one platform that can work for your entire business across any number of locations as the system is cloud hosted. If you want to simplify processes for your staff you can allocate carers, managers and clients to ‘Teams’; ‘Teams’ can be identified as each individual office which would allow those in each office to only work on customers/carers within their ‘Team’ whilst you as an overall manager/owner can see the entire business.

How many minutes and what is the data allowance with each carer handset?

Each carer’s handset comes with unlimited calls, text messages and 1GB of data per month. The handsets that we supply are Samsung Galaxy J3 (or similar). All handsets are 4G enabled for the fastest connection and come with a 1 year guarantee.

What mobile handsets are supplied with CareLineLive?

The handset that CareLineLive supply for carers are Samsung Galaxy J3 (or similar). All handsets are 4G enabled for the fastest connection and come with a 1 year guarantee. If you would like to use your own handsets then we require you to have Android handsets running Android 6 as a minimum specification.

What networks do you use for you carer handsets?

We partner with Vodafone and O2 to ensure the best coverage for your carers. All handsets are 4G enabled for the fastest connection. If there is a problem with connection, data from your carers’ visits is queued and sent when connection is re-established.

Can CareLineLive be integrated with our current visit rostering/accounts system?

We can integrate with API-Based platform such as Xero. If your system is different we can provide a CSV Export for you to import to your system.

When you install CareLineLive, do you offer training on the software for managers and carers?

Our software is quick to learn and easy to use, we do offer optional 1-to-1 training at an additional cost. For more information simply call us on 03300 885 767 or contact us here. We also offer helpful, friendly telephone and online support which is available Monday-Friday, 9am-5.30pm.

What support do you offer if we need help or have a question about CareLineLive?

We offer helpful, friendly telephone and online support which is available Monday-Friday, 9am-5.30pm. Simply call us on 03300 885 767 or contact us via email at support@carelinelive.com

How long does it take to set up CareLineLive?

We aim to have your systems and implementation complete within 4 weeks of signed contracts. This allows us time to provide the mobile contracts for your carers and confirm everything is ready in order for you to input your existing contracts (with clients and carers).

Is your system Care Quality Commission compliant?

We provide a full audit trail on the system which can be provided to the CQC, if required. Our timesheet reports are 100% accurate and are backed up with location information so your business has full accountability that can be provided to the CQC.

How secure is CareLineLive?

Our systems are based on the Amazon Web Services platform and are completely secure. Data is stored securely and totally separately from other users to ensure additional security. CareLineLive automatically updates without any disruption to the users. Data is transmitted using the latest encryption technology so your data can never be accessed or read and CareLineLive backs up your database every night.