CareLineLive

Overview:

• Headquarters: Slinfold, United Kingdom

• Category: Supported Living and Home Care Management (Clinical and Non-Clinical Operations)

• Core Products: Management Portal; Carer Companion App; Care Circle Portal

Introduction:

CareLineLive is a UK-based cloud-all-in-one home care management software designed to help home care and domiciliary agencies reduce administrative burden, enhance compliance, improve communication, and enable more person-centred care. The platform is used by carers, managers, clients’ families, and related stakeholders, integrating tools for rostering, eMAR, invoicing & payroll, reporting, care planning, and portals for carers and the “care circle.” Headquarters are in Slinfold, United Kingdom. CareLineLive+2Home Care Association+2

CareLineLive is positioned as a tool to help care agencies move away from paper-based records, meet regulatory expectations (e.g. Care Quality Commission in England), improve data transparency, raise service quality, avoid errors, and free up time for carers to deliver hands-on care. CareLineLive+2Home Care Association+2

History, Scale & Market Position:

• CareLineLive has been steadily growing in the home care software space. As of early 2023, it raised a funding round of £3 million, led by Oakglen, in order to support expansion (UK and international), enlarge its team, accelerate product development, and strengthen its relationships with enterprise buyers, local authorities, and NHS bodies. FinSMEs+1

• In September 2023, CareLineLive acquired the platforms behind CareFor IT and Ulysses (UDMS). This acquisition increased its customer base and the number of carers under management, and helped consolidate its position in the UK/Ireland home care market. HomeCare Magazine+2homecareinsight.co.uk+2

• The company claims to be used by over 650 home care providers and more than 25,000 carers globally. CareLineLive+1

• It has achieved several important accreditations: it is a Digital Social Care Record (DSCR) assured supplier under NHSX, certified under the Data Security Protection (DSP) Toolkit, Cyber Essentials, ISO 9001, ISO 27001, and meets other UK and devolved nations’ regulatory/data security standards. Bdaily Business News+3Apply to Supply+3HomeCare Magazine+3

Core Products:

CareLineLive has a number of interlinked modules and toolsets. Below is a breakdown of its functionality.

• Management Portal / Admin Platform
  Enables care providers to handle rostering, client & carer management, capacity planning, invoicing, payroll, real-time call monitoring, and reporting tools. Real-time call or visit monitoring helps verify what has been done, when. CareLineLive+2Home Care Association+2

• Carer Companion App
  A mobile application for carers to use when delivering care: to view their schedules / rotas, tasks, observations, to complete eMAR (electronic medication administration record) entries, make notes, record vital signs or relevant observations. It aims to reduce reliance on paper, improve accuracy, update in real-time. CareLineLive+2scip.hull.ac.uk+2

• Care Circle Portal (Family & Friends, Emergency Access etc.)
  Provides clients’ family members, friends, or other approved “circle of care” stakeholders with access to relevant client visit information, carers’ notes and observations, administered medication, and visit histories. Also allows emergency or health workers one-off access where needed. This increases transparency. CareLineLive+1

• Rostering & Scheduling
  Drag-and-drop rostering; estimating travel times between calls; real-time notifications to carers when shifts change; ensuring coverage and helping reduce scheduling conflicts. It's designed to help providers plan capacity more accurately. Home Care Association+2CareLineLive+2

• eMAR, Observations & Care Planning / Assessments
  Electronic medication management, structured observations, care plans tailored to individuals (preferences, risk assessments, etc.), digital tools for documenting tasks, incident reporting, changing needs. Home Care Association+2CareLineLive+2

• Reporting, Compliance & Safety Tools
  Audit trails, dashboards to monitor operations, reports for regulatory compliance, tools for reporting incidents, for infection prevention & control assessment, for monitoring safety and quality. CareLineLive+2CareLineLive+2

• Invoicing & Payroll / Financial Integration
  Integration such that attendance data or visit data (e.g. from call-monitoring, eMAR etc.) feeds into payroll and invoicing; automation to reduce manual transcription; also supports financial integrations (e.g. Xero, Sage, others) and tools like ContrOCC for local authorities. CareLineLive+2Apply to Supply+2

• Device / Hardware Support
  The platform includes management of mobile handsets for carers (pre-installed apps etc.), remote device management, features to manage BYOD (Bring Your Own Device) vs fully managed devices. This helps standardization and ensures carers have devices capable of the necessary digital features. CareLineLive+1

• Security / Certifications / Data Protection
  Achieves high uptime, robust backups, disaster recovery arrangements; ISO-27001, Cyber Essentials; compliance with NHSX / DSCR / DSP standards. Ensures data encryption both in transit and at rest, secure user roles, auditability. CareLineLive+2Apply to Supply+2

• Other Features
  Training Matrix (to track carers’ qualifications & accreditations) ‒ to monitor required / expired / active training. CareLineLive
  Infection Prevention & Control Assessment ‒ a care assessment tool to help agencies manage infection risk per service user. CareLineLive
  New or enhanced rota redesign in the mobile app for carers to increase usability. CareLineLive

Target Audience & Typical Use Cases:

CareLineLive is used by a broad spectrum of home care and domiciliary agencies, from small to large, including public sector actors, NHS-partnered services, local authorities, and international deployments.

• Home care agencies / Domiciliary care providers who need to manage visits, carers, medication, scheduling, invoicing etc.

• Public sector / Local authority / NHS settings, especially for reablement or bridging services (e.g. helping reduce hospital-to-home delay). For example, CareLineLive has worked with Mid and South Essex NHS Foundation Trust. FinSMEs

• Agencies in multiple regions (UK, Ireland, Australia, Jersey) as CareLineLive has presence / operations in these countries. FinSMEs+1

Use cases typically include:

• Moving from paper-based to digital records to meet DSCR / regulatory mandates. Home Care Association+1

• Needing tighter controls on scheduling, travel time, payroll/invoicing alignment with visit tracking.

• Improving transparency with families / "circle of care" so families can view visit logs, carers’ notes.

• Ensuring compliance in risk-assessment (infection control, incident reporting), documentation, audit trail.

Pricing, Plans & Contract Terms:

• CareLineLive publishes some standard pricing options. For example, in the UK the monthly price per carer is structured by level of device service: eRoster option, Bring Your Own Device (BYOD), and fully managed phones service. Examples include approx £7.60/month per carer for eRoster; approx £17.50 for BYOD; approx £40 for fully managed phones. These exclude VAT. CareLineLive

• Pricing is based on number of carers using the Carer Companion mobile app. If carer numbers fluctuate, or there are many zero-hour contract staff, average usage over a quarter is considered to calculate licence fees. CareLineLive

• There is a minimum monthly contract value (e.g. £100 + VAT minimum), and initial contracts usually have a 12-month commitment. After that, rolling shorter-term (e.g. 3-month) options may be available. CareLineLive

• Discounts are offered for fixed-term contracts of at least 12 months. CareLineLive

Implementation, Onboarding & Support:

• CareLineLive provides support during onboarding with a dedicated support member, training, setup assistance, device management where needed. CareLineLive+1

• They offer full customer support via phone, email, chat. According to their site, a high proportion of support calls are answered quickly. CareLineLive+1

• Tools and resources include documentation, training materials, video guides etc. CareLineLive+1

• Updates & feature improvements are ongoing; recent additions (training matrix, rota redesign, infection prevention assessment) show active product development and responsiveness to sector needs. CareLineLive

Certification & Security:

Because home care is heavily regulated, CareLineLive places emphasis on meeting standards:

• Certified as DSCR (Digital Social Care Record) assured supplier under NHSX. Apply to Supply+1

• Holds DSP Toolkit compliance, ISO 27001, Cyber Essentials, ISO 9001. Bdaily Business News+1

• Supports audit trails, data encryption, disaster recovery, secure device management. CareLineLive+1

Recent Developments:

• In 2023, CareLineLive acquired CareFor IT and Ulysses (UDMS) platforms. This has expanded their customer base (to about 600 customers), and number of carers managed (15,000+). Bdaily Business News+1

• Also in 2023, new product features added include: Training Matrix, ContrOCC financial integration, Infection Prevention & Control Assessment, and a redesign of the rota in the Carer Companion app for improved usability. CareLineLive

Positive & Negative Feedback:

Here is a summary of user feedback based on Trustpilot, user testimonials, case studies, reviews etc. It includes what users like and what they find frustrating or want improved.

Positive Feedback

• Ease of use & user-friendly interface: Many users report that CareLineLive is intuitive, easy to learn, clean in navigation. Frontline carers appreciate that they can see their tasks, care plans, eMAR etc in a mobile app. Trustpilot+1

• Customer support: Frequently praised for prompt, helpful, professional support. Users feel support staff are knowledgeable and responsive. Trustpilot+1

• Feature richness, especially compliance, rostering, eMAR: Users often mention that core features like rostering, scheduling, eMAR, care-planning, observations etc work well; that these reduce manual work and errors. Home Care Association+2Trustpilot+2

• Transparency / family involvement: The Care Circle Portal (for families / care circle) is frequently cited as giving peace of mind to families, making care more visible and improving communication. CareLineLive+2Trustpilot+2

• Regulatory/compliance support: Users appreciate that features help with documentation, audit trails, assessments (infection control etc.), helping with inspections and regulatory confidence. CareLineLive+1

Negative Feedback

• App performance / stability issues: Some users report login problems, syncing issues, app hanging or lagging, especially in certain versions. These issues have sometimes been open for weeks with delayed or limited feedback. Trustpilot+1

• Feature backlog / delays: Some customers say certain requested features (or fixes) take longer than hoped to be delivered. Even though updates arrive well, waiting times can be frustrating. Trustpilot

• Complexity in scaling / fluctuations: For agencies with many carers or irregular schedules, fluctuating staff numbers, zero-hour contracts, etc., licence calculations or usage based on averages can create uncertainty. CareLineLive

• Device / connectivity / offline mode limitations: In remote or low-signal areas, carers report difficulties with mobile app syncing, connectivity, or delays. Offline capabilities may mitigate this, but performance is variable. (Some reviews raise such concerns.) Trustpilot+1

• Cost / pricing structure clarity: While the pricing is relatively transparent, there are caveats (e.g. needing minimum amounts, the tiered device service levels, VAT, contract durations). Some customers say they wish for more clarity in variation/costs when scaling or with BYOD vs fully managed devices. CareLineLive

Strengths & Weaknesses

Here is a balanced view of what CareLineLive does very well and where prospective users should be cautious.

Strengths

• Comprehensive feature set for home care agencies covering administrative, clinical-adjacent (eMAR, observation, assessments) and communication-with-family dimensions.

• Strong compliance, security & regulatory credentials: certifications (DSCR, ISO, DSP Toolkit etc.), audit trails, alignment with UK regulatory frameworks.

• Good customer support, regular updates, active feature development including integrating user feedback.

• Family/“care circle” portal improves transparency and communication with relatives, stakeholders.

• Effective rostering, travel time estimates, scheduling, real-time call monitoring reduce manual errors and help with operational efficiencies.

• Suitable device/handset management options: BYOD vs fully managed devices; remote device management.

Weaknesses

• App stability / performance issues in certain circumstances; delays in syncing or login sometimes affect day-to-day work (particularly in low connectivity areas).

• Some feature requests or bug fixes may take time to reach users; backlog and prioritisation can frustrate users.

• Pricing/licensing can become complex for large, fluctuating workforce or for agencies with many carers with different device needs.

• Dependence on reliable internet connectivity; offline mode may help, but not perfect in all contexts.

• Scaling up (multiple branches, very large user base, or enterprise contracts) might bring additional complexity (custom integrations, data migration, support demands).

Suitability:

Based on features, credentials, user feedback, here’s who CareLineLive is likely to serve best, and who might need to check carefully before choosing.

Best-fit users:

• Home care / domiciliary care agencies in the UK seeking all-in-one software to manage rostering, eMAR, care planning, payroll/invoicing etc.

• Agencies moving from paper-based systems that need to meet DSCR / CQC / regulatory compliance and need audit-ready digital records.

• Organisations caring about family or stakeholder transparency (families, care circle) who want portals where relatives can see updates.

• Medium-sized agencies with sufficient stability in carer numbers, or where device deployment (managed or BYOD) is manageable.

• Providers who value responsive supplier support and regular updates.

Caution required:

• Very small agencies with extremely limited budgets or with carer workers in areas with poor mobile/internet connectivity — performance and cost may be challenging.

• Agencies that need deeply clinical functions (medical records, complex care planning, integrations to hospital/EPR systems) beyond observation/eMAR etc — they may need to supplement with clinical software.

• Providers with irregular carer scheduling or those heavily reliant on zero-hour contracts may face complications with licence averaging, fluctuating costs.

• Those that need highly custom integrations or bespoke features — may face longer lead times, more effort, or higher cost.

Recommendations and Procurement Advice:

If you’re considering CareLineLive for your agency or organisation, here are suggested steps to assess fit and ensure implementation success:

1. Define priority operational needs: Rostering, eMAR, payroll/invoicing, care planning, compliance, family communication etc. Which are “must have” vs “nice to have”?

2. Pilot usage in real environment: Try with a few carers / a limited number of clients to test mobile app performance, device behaviour, connectivity, and ease of onboarding.

3. Check integration requirements: Do you need it to integrate with your existing accounting, HR, payroll, monitoring systems? Also check device/hardware compatibility.

4. Understand costs in your specific situation: Get quotes based on your number of carers, whether you will use BYOD or fully managed devices, volumes of visits, contract terms. Clarify what happens if carer numbers increase/decrease.

5. Ensure compliance & regulatory alignment: Confirm that CareLineLive supports all regulatory standards relevant to your jurisdiction (CQC in England, Care Inspectorates elsewhere), and get clarity on audit/logging, data protection, security, offline fallback, business continuity.

6. Plan training & change management: Staff must be trained, workflows adapted, protocols updated; involve carers & managers; allow time for adoption.

7. Contractual protections: Data portability, service level agreements, uptime guarantees, support response times; clearly define what’s included vs extra; terms around contract renewal and minimum usage.

Conclusion:

CareLineLive is a mature, well-rounded, and sector-aware platform in the UK home care software space. It combines many of the most needed features for domiciliary care agencies: rostering, scheduling, visit tracking, medication and observations, compliance, family communication, invoicing & payroll, with reasonably transparent pricing and solid credentials.

For many home care providers wanting to modernise operations, reduce error, improve compliance, enhance transparency with families, and free up carer time, it offers a compelling value proposition. The biggest trade-offs are around app/device performance (especially in challenging network conditions), contracting/licencing complexity in large or fluctuating services, and any gaps for clinical depth or bespoke integrations.

If you are evaluating home care management platforms, CareLineLive is certainly among the front-runners. Its strengths in operations, compliance, and support are clear, though the usual scrutiny over mobile reliability, pricing, and scale will be essential.