Dec 2022 Newsletter

Product testing

We are pleased to announce that CareFree 5.8 and Portals 2.8 is now on general release and in the final round of testing for RoadRunner6. We are concentrating first on the rollout to a select number of sites before a wider release. Dan Harrison, our Business Relationship Manager, will be in touch soon with regards to your own rollout.

This release has gone through multiple regression tests to ensure you get a reliable product. We are extremely proud of what the product brings to the market, especially with regards to the GPS portals, which is a very easy to use electronic call monitoring system (ECM). We think our customers will see how easy and intuitive the product is to use, and we cannot wait for you to use it.


We’ve had some great feedback from our customers regarding the recent developments. eMar enables you to get real-time information at your fingertips, helping you manage the whole medication process and pick out potential patterns or issues as they happen, keeping your clients safe and your business compliant. Our eMar chart instantly identifies what meds have been missed, or partially complete.

In addition, our dosage and time management feature require carers to complete tasks before logging out and verify key information. They will receive medicine alerts to ensure the right meds and dosages are given at the right time based on when it was last administered, creating a safety net for your homecare business. Office staff can also receive live alerts so they can act quickly if meds are missed. Actions can also be recorded against these scenarios for evidence and auditing purposes, making eMar is an essential tool to your homecare business.

Please contact your Account Manager if you would like a free demo.

Care Show – Single CQC Framework

Did you miss the Care Show in October? Our colleagues Lee and Maria attended and got some useful information regarding the new CQC framework and what you need to know.

Here is a summary of the changes that are due in 2023.

  • Ratings can change without a site visit.
  • There are 34 ‘I’ and ‘We’ quality statements that will replace the KLOEs: Safe, Effective, Caring, Responsive, Well Led.
  • Homecare providers will be expected to work as an ‘always on‘ approach so a wider range of evidence is required from various sources.
  • Increased focus on evidence of outcomes.

You can replay the session by Ed Watkinson, Residential & Care Specialist from Quality Compliance Systems.

You can also listen to the session from Kerri Terroni, Chief Inspector of Adult Social Care – CQC, Putting people at the heart of regulation.

Department news


In addition to the site visits, Lee and Paul have also been busy growing the business with new business and account management, testing products, and assisting the development team on various projects.


Kayleigh is back from maternity leave and is working Tuesday, Wednesday and Thursday along with Daniel Harrison who will be available for both class room training and online. Dan led all the training sessions whilst Kayleigh was on maternity leave. The team have collectively facilitated a total of 95.5 sessions this year. In addition, they have been testing various projects, mainly around RoadRunner, Portals and CareFree 5.8.

The training team will also be hosting four webinars to go through the latest version of CareFree 5.8 on the 17th and 19th January. The content will cover:

· New email service

· Client DNR instructions

· Medical history

· Rota Notes

· Rota call times counter

· Shared option for tax free allowance

We will be sending out further information at the start of January, but you can register your interest in the meantime.

Finally, the new training guides for CareFree 5.8.2 are now ready below.


The support team have been working fully remote since the start of the Covid pandemic, moving almost exclusively to home offices. Whilst it was a difficult transition, we have been able to continue delivering the same high quality support services throughout 2020 to 2022.

James Lynch left CareFree back in November 2021, which has allowed promotions within the support team. With Simon Watson (12 years’ service) moving to Support Manager, and Dan Harlow (5 years’ service) moving to Helpdesk Supervisor at the close of 2021. The rest of the team is rounded out with Josh Brighton as Senior Support Desk Analyst and Ele Weldrake, Ellis Ingham and Kazys Liskus as our Support Desk Analyst team who are taking your calls.

In 2022 CareFree support have successfully resolved 87% of all new incidents within the same day, and of all incidents resolved the same day 82% were resolved within the first hour of being reported and 95% were resolved within the first three hours.

CareFree are proud to continue to offer a personal service through telephone with 62% of incidents being raised from your calls. We have received some amazing feedback this year and we would like to say thank you to our excellent support team for their hard work, and thank you again to all of our customers for your continued support and understanding.

Our support team are open from 8.30am to 5.00pm Monday to Friday for all queries. Our out of hours service is operated from 7.00am to 8.30am and 5.00pm to 10.00pm weekdays, and from 8.00am to 10.00pm on weekends and bank holidays.


The development team are very busy developing new functionality for the next full version of the CareFree suite, which is due in mid-2023. The team are all happily based at home and are looking forward to the team being expanded as we are currently recruiting. We are looking to further enhance Ci (Electronic forms) via direct integration into CareFree. On the integration front we are expanding our links with both Birdie and PASS with increased functionality. We are also investigating the use of What3Words regarding routing and mileage calculations due to its advanced accuracy. Finally, we are looking at further functionality with CareFree/RoadRunner to further support an Outcome Based approach to care.

Team news – Updates

There has been a lot of exciting changes within the company the past year as we celebrated two births and one wedding.

Lee Payne, our UK Accounts Manager and his partner Nicky, welcomed a gorgeous baby boy back in May called Alfie Myles Payne.

Kayleigh Bainbridge, our Training Manager has officially returned to the department after having a beautiful boy, Aiden Bryan Bainbridge, last December. She started off doing ‘keeping in touch days’ from the 7th June and has recently increased her schedule to 3 days a week, working Tues, Wed and Thurs.

Paul Hagerty from the Development Team tied the knot to Cheryl in June. The wedding was held at the Sheffield Manor Lodge.

Huge congratulations to all.

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