Overview:
Headquarters: Worcester, United Kingdom
Category: Supported Living and Home Care Management (Non-Clinical Operations); Care and Nursing Home Management (Non-Clinical Operations)
Core Products: Cloud-based Customer Relationship Management (CRM) for UK care providers, focused on non-clinical operations: admissions/enquiries, billing & expenses, resident administration, reporting & workflows. CareHQ+2CareHQ+2
Purpose & Positioning:
CareHQ is designed specifically for care homes, supported living, and related UK care operations, with emphasis on:
Enquiry & sales conversion: converting care-seeker enquiries into placements. CareHQ+1
Resident management & non-clinical admin: admissions, resident paperwork, expenses, contact management etc. CareHQ+1
Billing, expenses & financial workflow: simplify invoicing, ledger entries, managing expenses, detecting discrepancies before invoice runs etc. Care Home Professional+3CareHQ+3CareHQ+3
Data & insights: reports & dashboards that help care providers understand key metrics and business performance. CareHQ+1
Workflow automation: reminders, actions, templates, branded communication (emails/SMS), tracking interactions and follow-ups to improve efficiency. CareHQ+2CareHQ+2
Features & Functionality:
Here’s a breakdown of what CareHQ offers — the features that matter most to its non-clinical CRM users in the care sector:
Enquiry / Lead Management
• Capture care seeker enquiries (via website, phone etc.) in a pipeline. CareHQ+1
• Workflow tools to manage the stages of enquiry: follow-ups, home visits, assessment scheduling. CareHQ+1
• Automated reminders (email, SMS) to reduce no-shows and improve conversion. CareHQCommunication & Branding
• Branded and customisable email/SMS templates for communications with care seekers. CareHQ
• Tracking of message delivery / whether attachments / brochures are viewed. CareHQResident & Admissions Management
• Tracking admissions, paperwork, contacts, resident information. CareHQ+1
• Room charts / availability planning. CareHQBilling, Ledger & Expense Management
• Automate invoice runs. CareHQ+1
• Resident ledger entries. CareHQ
• Expense tracking (petty cash etc.), detection of billing discrepancies before the next invoice date. CareHQ+1Reporting, Dashboards & Decision Support
• Business metrics dashboards. CareHQ+1
• Reports focused on things that matter for care providers: conversion rates, financial performance, occupancy etc. CareHQ+2CareHQ+2Workflow & Automation
• Actions & reminders embedded in workflows to ensure follow-ups happen. CareHQ
• Automated alerts / reminders for key events (e.g. home visit confirmations). CareHQ+1Security, Availability & Data Protection
• Secure login, 2-factor authentication, HTTPS, encryption of data at rest and in transit etc. CareHQ
• Role-based access (care-sector roles: account owners, regional managers, location users, care advisors) to control visibility of data. CareHQ
• Hosting across multiple EU countries, resilient setups with backups, redundancy, etc. CareHQ
• Option for dedicated hosting / database isolation for clients needing extra separation or control. CareHQSupport, Setup & Onboarding
• On-site (or remote) setup & training included in subscription. CareHQ
• Knowledge base, video guides, demo environments. CareHQ
• Account handlers and dedicated support for clients to help with configuration, migrations etc. CareHQ
Security & Reliability:
Given the nature of non-clinical CRM but dealing with personal / financial / resident data, CareHQ has notable features in security & availability:
Data encrypted at rest & in transit. CareHQ
Two-factor authentication, IP restriction, role-based access, traceability of data exports and changes. CareHQ
Hosted across multiple providers / data centres for redundancy and availability. Real-time replication, backups, server health monitoring. CareHQ
Certifications: ISO-27001, Cyber Essentials Plus. CareHQ
Pricing, Plans & Hosting Options:
Pricing is subscription-based: care homes or home care services pay per location / size / number of homes. CareHQ+1
Discount structure: larger volumes (more homes) and longer contract terms (1, 2, 3 years) give discounts. CareHQ
Hosting options: standard shared database per account vs dedicated hosting with data isolation and custom hosting environment. CareHQ+1
Standard support included (business hours email/telephone), with optional custom support plans (e.g. faster response, off-hours etc.). CareHQ+1
Implementation & Onboarding:
Setup and training are included in the plan for each location. CareHQ
Data migration assistance from existing CRMs is offered. CareHQ+1
On-site or remote training depending on location. CareHQ
A demo environment is available for users to trial workflows without affecting live data. CareHQ
Market Position:
CareHQ is particularly well-suited to:
Care homes and residential/nursing homes focused on non-clinical admin & business operations.
Supported living / home care providers where managing enquiries / admissions and billing is burdensome.
Small to medium sized providers (single homes, or small groups) seeking to replace generic CRMs or spreadsheets with sector-specific tooling.
Providers needing visibility into business metrics: occupancy, financial ledgers, enquiry conversion, etc.
Organisations that value ease of setup, good support, and want to improve sales / admissions flows as much as resident management.
May be less well suited for:
Those needing deep clinical recording (care plans, medical assessments, MAR/eMAR etc) — CareHQ does not appear to replace full clinical care management software.
Very large scale providers who might require enterprise-grade custom integrations and extremely high uptime / dedicated infrastructure (though options exist).
User & Client Base:
As of About Us, CareHQ has ~50 organisations subscribed. CareHQ
Has ~3,560 users across ~962 locations, covering ~28,071 rooms. CareHQ
Clients include care providers of various sizes; named operators in press include Gold Care Homes, Achieve Together, RCH Care Homes. Care Home Professional
Feedback & Public Response:
While CareHQ is a relatively new platform (since 2020), there is some public feedback; some from press / user testimonials and some inferred from feature-requests / roadmap. There are relatively fewer formal user reviews on large review sites, so absence of many negatives doesn’t always mean absence of issues.
Positive Feedback
Enquiry / sales conversion improvements: Care providers say the workflows, tracking, reminders etc help them not lose leads, follow up more reliably. Improves occupancy / admissions. CareHQ+2CareHQ+2
Ease of use & relevance: The UI, features are built specific to UK care homes. Users often report that functionality maps closely to their tasks (admissions, billing, invoicing, resident admin) rather than generic CRM. CareHQ+1
Good support and frequent updates: Weekly feature updates, active listening to customer feedback, roadmap transparency are pointed out as positives. CareHQ+1
Security and reliability: Users appreciate that data hosting, backups, availability, security credentials are strong. For clients that care about compliance and data safety, this is a plus. CareHQ
Negative Feedback
Limited clinical functionality: As noted, CareHQ focuses on non-clinical operations. For care providers who want clinical record keeping (care plans, MAR/eMAR etc), they will need to combine with a clinical system. Some users might find gaps here. (Implicit from feature descriptions; little mention of clinical).
Learning curve / change management: Switching from older CRM, spreadsheets or paper systems can require staff training; setting up workflows, migrating data and ensuring adoption takes effort. Though setup/training is included, the real operational change can be non-trivial.
Pricing & scale: For larger operators, cost and negotiating support / hosting isolation might become more significant. Also, while discounts exist, total costs when scaling to many homes or locations could be material.
Integration scope: While API and integration options are promised, extent of integrations with third-party systems (clinical, payroll, HR, telephony etc) may vary; clients must check that necessary integrations are supported.
Dependence on vendor updates: Because the product is under active development, some features might still be at evolving maturity; features requested by clients may take time.
Strengths, Weaknesses & Suitability:
Here’s a distilled view of what CareHQ does especially well, where risks lie, and who is likely to gain most.
Strengths
Purpose-built for UK care providers rather than a generic CRM repurposed for the sector.
Enquiry-management tools, workflows, reminders and conversion tracking help improve admissions and occupancy.
Solid support and frequent updates with a roadmap influenced by client feedback.
Strong data protection and security credentials (encryption, ISO-27001, Cyber Essentials Plus).
Options for dedicated hosting and data isolation for organisations with higher security needs.
Weaknesses
Not a full clinical care management system; lacks detailed care planning, medication administration and medical record functions.
May require a separate clinical platform or integrations for providers wanting “all-in-one” functionality.
Large multi-site operators can face higher costs and more complex implementation when scaling.
Integration options with third-party systems vary; some may need custom development.
As with any cloud-based system, there is reliance on vendor uptime and roadmap for new features.
Best Suited For:
Care homes and small to medium sized care providers who need an efficient tool for non-clinical operations: admissions, enquiries, billing, resident admin.
Providers who want to improve business operations, grow, and use data for decision-making, without requiring the full clinical care plan capability.
Organisations seeking a CRM that is tailored to the care sector rather than generic CRM-tools which need heavy customization.
Recommendations:
If you or your organisation are considering CareHQ, here are some suggested “due diligence” steps to ensure fit:
List your requirements: Clarify which non-clinical functions you need (billing, ledger, expenses, enquiry conversion, resident admin) vs what you already have / want to keep.
Check integrations needed: e.g. HR/payroll systems, accounting packages (Xero, Sage etc.), your website’s enquiry forms, telephony, marketing platforms. Confirm with CareHQ if these are available & what cost or custom dev might be needed.
Pilot & migration plan: Ensure data from existing CRM / spreadsheets / legacy systems can be migrated; select a few locations if multi-site to test workflows & onboarding.
Support & training plan: Include time & resource for staff training; ensure someone internally champions adoption.
Contract & pricing clarity: Get full quotes including discounts for volume / contract length; clarify what “dedicated hosting” costs; support levels; data ownership; exit / data export clauses.
Security & compliance confirmation: Verify their certifications, data centre locations, backup / outage policies; ensure compliance with GDPR etc.
Review roadmap & roadmap responsiveness: Ask for upcoming features you care about; check how responsive vendor is to previous client requests.
Conclusion:
CareHQ is a strong offering in the UK care CRM space, particularly for providers who want to streamline non-clinical operations without overpaying for unneeded clinical modules. Because it’s built specifically for the UK care market, many of its features align closely with how care homes run: enquiry management, admissions, billing, reporting etc. The security posture and support model are credible, which matters in a sector where compliance and data protection are non-negotiable.
At the same time, it is not a full clinical care management system. If your service needs to handle complex clinical records (medications, care plans, observations, MAR etc), you’ll need to use CareHQ alongside a clinical system, or pick a system that integrates well. For larger providers, or those with unusual or very high-volume needs, attention should be paid to cost of hosting, customisation, support and integration.
Overall, for many small-to-medium UK care providers, CareHQ represents an excellent tool to reduce friction in non-clinical operations, improve enquiry conversion, tighten up billing and finance workflows and gain business insights that help with growth and efficiency.
