Overview:
Headquarters: Garforth, United Kingdom
Categories: Care and Nursing Home Management (Non-Clinical Operations)
Core Products: User Interface; Workforce Management
Introduction:
CoolCare is a UK-based software product designed to simplify and streamline the administrative and operational non-clinical tasks of care homes. It is not a clinical care planning system, but focuses on what care home managers, administrators and staff need for paperwork, staff scheduling, finance, occupancy, compliance and similar non-clinical duties. Coolcare+2Care England+2
CoolCare has been developed with input from people who run care homes; it aims to reduce time spent on repetitive tasks, reduce human error, improve visibility, and allow staff to spend more time with residents rather than stalled in admin. Coolcare+1
Core Products & Services:
Ease of Use & User Interface
Designed with intelligent layout: clean dashboards, colour coding, tool-tips to guide users. Automated checks (e.g. missing data, address postcodes) to maintain data quality. Coolcare
Key workflows are simplified: for example, running invoices in as little as three clicks. Coolcare
Real-time visibility: things that need attention are highlighted (e.g. missing compliance checks, upcoming admissions, staff on shift) rather than buried. Coolcare+1
Workforce Management & Staff Records
Comprehensive staff record keeping: personal ID, DBS checks, visa status, vaccination status, etc., all with dashboards flagging what is missing or due. Coolcare
Handling annual leave, absences, holiday requests: staff can request holiday, and once authorised the roster updates automatically. Coolcare+1
Training, reviews, supervision: there are modules for tracking training requirements and completion, probation / appraisals, and ongoing reviews. Coolcare+1
Messaging / communication tools: SMS/text messaging to staff, group messages, messaging tied to rota/shift changes. Coolcare+2Coolcare+2
Time & Attendance, Rota / Scheduling
Automated timesheet and shift adjustments (e.g. “snap-to-shift” so that small unworked periods are not overpaid). Coolcare+1
Staff portal: staff can view upcoming shifts, training, absence, take extra shifts, check what is planned. Coolcare+2Coolcare+2
Rota vs budget monitoring, shift cover tools, ability to fill gaps or swap shifts. Coolcare+1
Occupancy & Enquiry / Admissions Management
Enquiry tracking: care homes can manage new resident enquiries, track pipeline, and see occupancy levels/empty beds in live dashboards. Berkshire Care Association+2Coolcare+2
Weekly fees, self-funders ratio, and occupancy-related revenue are surfaced to help managers act. Coolcare+2Berkshire Care Association+2
Finance, Billing & Invoicing
Automated invoicing: billing rules can be set up, invoices run quickly (invoices in 3 clicks) to reduce manual workload. Coolcare+1
Ledger and financial reporting tools to help detect unbilled occupancy, reconcile finances, reduce errors. Berkshire Care Association+1
Front-of-House / Visitor & Reception Tools
Connected Reception Suite: includes biometric face clock-in for staff; virtual noticeboard; digital visitor book. These integrate with staff and resident databases. Coolcare+1
Digital Reception / Visitor Book: guests, professionals or visitors can sign in electronically; QR code for contactless sign-ins; record car registration etc. Helps with infection control, data capture, visitor feedback. www.thecarehomeenvironment.com+2Coolcare+2
Virtual noticeboard for display of daily menus, upcoming events, staff on shift, notices etc. Coolcare+1
Implementation, Support & Security
On-site and online training, user guides, video materials. Data import from previous systems, consultation to tailor rollout. Coolcare
UK-based support: phone, email, live chat, with many queries resolved the same day. Low customer churn; high retention. Coolcare+1
Security credentials: CoolCare holds ISO/IEC 27001:2022 certification for information security management. Caring Times
Technical, Security & Support Aspects:
ISO/IEC 27001 (2022) certification for information security management — this indicates CoolCare has systems and processes around data protection and security in line with international standards. Caring Times
Implementation & Support: Provides on-site training, online training, video & user guide libraries, data import, customer success support. Implementation timelines depend on size of client / number of homes; some roll-outs take less than a week, others months depending on scope. Coolcare+1
UK-based support / service team: support is included in subscription; live chat, email, phone support. Emphasis on responding quickly; many users report same-day resolution or quick help. Coolcare+1
Market Position:
CoolCare has been operating for multiple decades (over 30 years claimed) in care home admin software; it is well established in the UK market. berkscare.co.uk+2Coolcare+2
It serves multiple care home operators across many homes; supports multi-site dashboards, so useful for groups of homes, not just single homes. Coolcare+2Coolcare+2
The company is recognised in the industry: shortlisted for local business awards; active in developing new features to meet changing regulatory / compliance expectations. Caring Times+2Coolcare+2
Recent Developments:
These are newer features or enhancements CoolCare has introduced:
Digital Reception / Connected Reception: A front-of-house visitor sign-in / guestbook-type module (digital), visitor feedback capture, optional contactless (QR code) sign-in, integration with other systems (e.g. PCS). Care Talk Business - Care Talk Business+3www.thecarehomeenvironment.com+3berkscare.co.uk+3
Biometric Facial Recognition Clock-in: To simplify and secure staff clock-in / clock-out, avoid lost fobs etc. Part of the “Connected Reception” or front-desk enhancements. www.thecarehomeenvironment.com
Staff Portal Enhancements (CoolCare4): allowing staff to view shifts, holidays, training, absence; ability to take extra shifts; text messaging to staff to request shift cover. These help with engagement, reducing administrative overhead for managers. Care Home Professional+1
Strengths:
Based on the publicly available material, here are the main advantages of CoolCare:
Ease of Use / Intuitive Design: Users report that the interface is clean, with helpful tool tips, colour coding, clear dashboards. Minimal training required for many staff. Coolcare+1
Time Savings & Efficiency Gains: Automations (e.g. invoicing, timesheets, shift adjustments) significantly reduce the manual work. Many homes report reducing payroll time, rota planning time etc. Coolcare+2Coolcare+2
Improved Accuracy & Reduced Paperwork: Less reliance on paper, fewer manual errors; digital record keeping helps compliance and avoids lost or inconsistent data. Coolcare+2Care England+2
Workforce & Staff Empowerment: Staff portal, SMS/text messaging, ability to view their upcoming shifts, holiday/absence statuses etc helps reduce friction and improve morale. Care Home Professional+2Coolcare+2
Revenue / Finance Visibility & Control: Tools like enquiry tracking, occupancy dashboards, invoicing automation help managers see financial levers more clearly (empty beds, unbilled rooms) and act on them. Coolcare+1
Security & Data Protection: ISO27001 certification aids confidence in handling sensitive data. Caring Times
Weaknesses:
Here are the potential downsides, constraints, or areas for caution (drawn from what is said publicly, and what one might infer based on the software type and user feedback).
Non-Clinical Focus: CoolCare does not handle clinical or care-planning workflows (assessments, detailed medical interventions, medication management etc). If a care home also needs clinical record keeping, another system or integration will be needed.
Learning Curve & Adoption Resistance: Even though the system is reported easy to use, moving from paper or fragmented systems always involves change management. Some staff (especially less tech-confident) may need support. Training and cultural change will be needed.
Variable Feature Maturity / Updates: Some new modules (e.g. biometric facial recognition, digital reception) are relatively recent; users may face teething problems, bugs, or needing customisation. Early adopters may have to wait for polish.
Dependence on Internet / Device Access: For remote dashboards, staff portals, SMS etc, active connectivity and devices are needed. Homes with poor connectivity or multiple disconnected sites may face infrastructure challenges.
Cost & ROI Assurance Needed: While many users report efficiency savings, actual savings will depend heavily on local staffing, scale, volume of occupancy etc. Homes should check whether the subscription and implementation cost is justified by their savings.
Support / Customisation Load: As with many admin systems, homes with multiple sites or specific regulatory / payroll / legal local variations may require custom configurations; this can increase implementation time or cost.
User Feedback:
Below is a summary of feedback drawn from testimonials, industry press, and publicly quoted user comments. Because the reviews are mainly from care home managers / administrators rather than academic studies, treat them as informative but with the usual caveats (selection bias, marketing framing etc).
Positive Feedback
Users say “installation has been very easy”; good training; support staff are responsive and knowledgeable. Coolcare+2Coolcare+2
Many mention ease of navigation: data for multiple sites in one place; dashboards that clearly show where action is needed. Coolcare+1
Users report significant time savings, especially on tasks like payroll, invoicing, timesheet authorisation, management overhead of shift-rosters. Some examples: payroll time reduced from ~23 hours/month to 4 hours; less agency usage. Coolcare+2Care Home Professional+2
Improved financial control: e.g. ability to spot rooms not billed, manage occupancy, ensure consistent invoicing etc. Coolcare+2Coolcare+2
Staff empowerment: staff value being able to see shifts, apply for holidays, cover shifts etc without always going through management; this helps morale. Care Home Professional+2Coolcare+2
Security recognition: having ISO/IEC 27001 gives extra confidence, particularly when handling sensitive resident/staff data. Caring Times
Negative Feedback
While outright critical reviews are less frequent in the sources found (many are testimonials or feature summaries), there are some hints of friction or concerns:
Some users may feel the system is over-engineered for their scale: smaller homes with simpler needs might find certain modules or features unnecessary or more complex than they need. (Inferred from feature richness; not often stated explicitly.)
Change management burden: moving from paper or legacy systems, training, ensuring staff adoption; possibly resistance or slowness in uptake, especially for less tech-savvy teams.
Timing of new feature roll-outs: some features are new, so may have early glitches or need refinement (e.g. facial recognition, digital reception). Early adopters may have to adjust.
Device / connectivity requirements: because the software is web-based, dashboards, staff portal etc assume reliable internet, devices; if homes have poor connectivity, older hardware etc, performance may suffer.
Cost vs benefit variation: while many report large time / cost savings, for some smaller homes, the subscription & implementation cost may take longer to be recouped. Users should carefully model their own operations.
Recommendations:
If you’re considering CoolCare, here are practical questions or checkpoints to explore; what to ask the vendor or test in a trial / demo.
Scope of Modules & Customisation — Which features will your home actually use (roster, finance, occupancy, front-desk etc)? Is there extra cost for some modules? How easily can you turn off or simplify unused features?
Data Security & GDPR / Compliance Credentials — Verify ISO 27001 and other security practices; how staff/resident data are stored, backed-up; who has access; audit trails.
Device Access & Offline Capability — What are requirements for internet, devices (tablets/laptops)? Is there offline working or caching if connectivity drops?
Implementation Plan & Training — How long is typical set-up? What support is provided (on-site, remote, user guides/video)? Cost & timeline of migrating existing resident/staff/financial data.
Support & Customer Success — Response times; UK-based support; level of personal attention; ability to escalate issues; regular updates; how often new features are released.
Cost & ROI Projections — Subscription fees, setup costs, ongoing support; estimate time savings (roster, payroll, etc); savings in agency use / occupancy / billing inaccuracies. Size of home matters.
User Feedback & References — Speak to other homes of similar size & type; ask for reference sites and recent users; see what they say about reliability, update-bugs, changeovers etc.
Integration with Other Systems — Is there integration (or data import/export) with other software you use: payroll (Sage etc), care-planning / clinical record systems, visitor log systems, etc. Features like digital reception integrate with other systems. www.thecarehomeenvironment.com+1
Target Users and Typical Use Cases:
Best Matches For
Care homes with non-clinical admin burdens: especially medium to large homes or groups, with multiple staff, many shifts, occupancy to manage etc.
Operators who want to reduce paperwork, improve accuracy and free up management time.
Organisations that want transparency (dashboards etc) and better control of staffing costs, occupancy revenue etc.
Homes wanting modern, well-supported, secure software with ongoing development and improvements.
Less Ideal For
Very small homes with very few staff and simple operations, where cost / complexity of a full admin system may outweigh benefits.
Homes that need deep clinical or medical record systems built in (CoolCare is for non-clinical admin). They will either need integrations or a separate clinical record-keeping system.
Homes with poor internet connectivity or limited digital hardware, unless they invest in infrastructure.
Homes expecting instant/perfect deployment: initial roll-out will involve change-management, training, possibly customised setup.
Conclusion:
CoolCare is one of the leading UK software solutions for non-clinical, administrative operations in care homes — from rostering and payroll to occupancy management, staff compliance, virtual reception, finance and workforce tools. For care home managers facing the burden of admin, CoolCare offers strong potential to save hours, reduce errors, tighten financial visibility, and allow staff to spend more time on care rather than paperwork.
Its strengths lie in its intuitive design, responsive support, growing range of features (especially in recent years), and credible security credentials. However, as with any system of this kind, real benefits will depend heavily on the size of your home, your staff’s digital readiness, infrastructure (internet/devices), cost willingness, and local practice.
If you’re comparing administrative software for care homes, CoolCare should be high on your shortlist — but test it locally, run a pilot for your home if possible, and make sure you map out both short-term costs/effort and long-term savings.
