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Care2Improve charge per ‘Care Unit’. What is a ‘Care Unit’?

The main objective of care2Improve is to give you valid management information to help you run the business. The Care Unit therefore is the smallest unit that you want to measure that will give you meaningful information.

For example, you may have 3 small care homes but they are managed by a single team of staff, so you may treat them as a single care unit. You may have a single domiciliary care business but delivered by 2 distinct teams of staff; you may want to treat it as 2 distinct units. Because the results are standardised it gives you an excellent benchmarking system.

How do I access the results?

You access the results Dashboard via the Care2Improve website, Members Area. To see the Dashboard you have to log in.

Once you log in, then the Care2Improve software will recognise you and only let you see your results.

Who can have a ‘log in’?

Anyone you feel needs to see and interpret the results, or will have a responsibility for encouraging people to respond. 

Are there rules about log-ins? 

Yes. There are 2 basic rules:

  1.  A log in is made of an e-mail plus a password.
  2. ONE log in can ONLY see ONE care unit

What impact do the‘log in’ rules have?



It means you have to decide the best route for managing access to your dashboard:

There are 2 options:

  1. Everyone uses their own e-mail and sets their own password. This can become an issue where there are multiple care units and senior managers who want to see the dashboards of all the care units. Senior managers either have to have several e-mail addresses, or know the log-ins for the different careunits
  2. Each care unit has a survey e-mail address and a single password. E.g. Careunit1@Group.co.uk with a password of Careunit1. You may have to set up these extra e-mail addresses, or you could use a generic ‘info@’ address . People would need to be keep the password confidential, but this route is easier to manage at Group level. 

How do I create my secure log-in and password?

Staff here at Care2Improve set up your care unit on the eContrack software and then add the people who need to log in.

Once someone is set up as a ‘user’ on the data, the software automatically sends an e-mail to ask them to set up their password.

This means that your data is completely secure.

The full process is described below.

The email will look like this when it arrives:

When you open it, it will look like this (the eContrack account= your e-mail):




When you follow the here link, you will see this page:





Like most web based log-ins, you can then create a question (like mother’s maiden name, or the name of your first dog etc.) so that you can prove you are you and reset your password if you need to:



On completion you get this message. And you are good to go.

When can I see the results?

You can check your dashboard regularly and watch the data build up, or you can wait. We monitor responses and will contact you with progress reports.

How do the responses get on the database?

When we set your care unit up on the eContrack software, we create a series of unique URLs, one each for your clients relatives, staff and other professionals.

The URL link is sent to respondents via e-mail, and when they click it, the survey responses are only logged against your care unit.

If the survey is delivered by post, then the survey has your care unit name on it and when responses come to us we use your URL link to input the data.

Do respondents have to log in to add a survey?

No, as long as they have access to the link, then they can access the survey and respond.

Do respondents have to complete the survey in one go?

No, there is an opportunity for a respondent to input their e-mail at the beginning before they click the Start button.

eContrack will send an e-mail to the respondent with a link back to that survey response so that they can leave it and go back later.

Once the survey has been declared ‘finished’ then the respondent cannot go back and edit the response.

Also, if the respondent has entered no data at all, the response will be deleted overnight and the ‘edit’ link won’t work!

What happens if the respondent doesn't hit the ‘finished’ button?

EContrack marks it as ‘incomplete’ which means that the respondent can still go back and edit. However, the results that are there will still be counted in the analysis.

What happens if the respondent clicks the original survey link again? 

EContrack will start a fresh survey with a new number.

What do I have to do to commission a Care2Improve survey?

You download the set up document from the website, complete it and send it to us at info@care2improve.co.uk

We will contact you to arrange the details.

Or you can talk to us first; either e-mail or call Barbara Harris on 0117 3790300

Who should I send surveys to?

Care2Improve lets you see how different groups of people see your service. The optimal results come from sending to:

  • All your clients
  • The key relative or representative for each client
  • All your staff
  • The main ‘professionals’ who work with you to support your clients:

However, you may choose to send to either the client OR a relative, or survey a sample of your clients and relatives. Contact care2Improve to calculate viable sample sizes

What about clients with dementia?

If the response is unlikely to be valid then it is unreasonable to give surveys directly to a client without ensuring a degree of help.

Getting your staff to help may be seen as compromising the independence of the survey; asking relatives to help or recruiting volunteers to helpis a better option from a purist perspective!

However, some clients may only be comfortable with familiar people, so it is a judgement for you to make, how you offer that help.

Care2Improve can supply telephone surveys. 

Which professionals should I ask to complete a survey?

Those who are current (Remember, professionals move jobs so do check on currency!) and who know you well enough to comment. These may be clinical staff such as district nurses, GPs, Occupational Therapists, Social workers etc; or they may be suppliers to your business such as training businesses or consultants.

Is Care2Improve suitable for clients with Learning Difficulties?

Definitely: we have a Learning Difficulty option for residential clients which is paper based and uses simple questions and pictures. The only proviso with the LD option is that it needs to be used for all clients, the same client survey must be used within a Care Unit.

How do I decide the best delivery mix for my business? 

It depends on your respondents and their needs and your assessment of what they will respond to!

Professionals: Typically professionals will respond to e-mails

Staff may or may not respond to e-mails; you know your staff! If staff regularly come into an office for supervision or staff meetings; or if you run a residential operation, then you may find it helpful to set up a PC and a schedule for staff to complete the survey on site.

Relatives: Increasingly relatives will be able to use e-mail and complete the surveys on line. It’s a far cheaper option for all communications so it is a good idea to gather e-mails and encourage relatives to expect communications this way

Residential Clients: Many residential clients will be computer literate. They can access via e-mail links using their own personal equipment or you can set up a PC and ask them to complete the surveys using that. You can issue the paper surveys for them to complete.

Domiciliary Care Clients: Many Domiciliary care clients may be computer literate, but postal surveys are invaluable for this group. Care2Improve are happy to mix and match post and e-mail to meet your needs. Care2Improve also offer a telephone survey service for clients that you feel will struggle with a written survey.

What are advantages and disadvantagesof the different ‘survey delivery’ options?

Postal Delivery by Care2Improve.

Care2Improve offer a postal solution simply to make life easier for the provider and also to increase the perception of Care2Improve as an independent service. It may also be cheaper than an in-house alternative.

We use our data management skills to mail merge efficiently and we can use our volumes to be able to discount print and postal costs.

We also have a response paid envelope service reinforcing the anonymity message.

Postal Delivery by the Care Provider.

You may want to piggy back existing postal systems; eg sending invoices or rotas and therefore absorb the postal cost.

We will supply template letters and survey pdfs and can also provide the response paid envelope PDF.

You supply the labour, print and postal costs to complete the exercise. You also have to pay for data input by Care2Improve for responses

Electronic delivery.

Electronic surveys are quickest, easiest and cheapest. They can also be followed up with reminders. You need to consider whether people will respond.

Telephone delivery.

Response rates are excellent and the surveyor can probe or explain things better and elicit fuller answers and comments.

How can Care2Improve reinforce the messagethat the survey is independent?

Several things reinforce the independence message:

  • Personalised letters and e-mails
  • Our letter carries information about Care2Improve and respondents can check our website
  • We ask that all paper surveys are input by us so that there is no opportunity for bias.
  • Our certification logo on your literature

How can Care2Improve guarantee that the provider cannot identify respondents? 

Respondents are never asked for their name.

People answering on-line can input their e-mail but this is only stored whilst the survey is ‘incomplete’. There is no way the care provider can see that information

On the data-base, each survey has a unique survey reference. EContrack generates this, we cannot link it to a respondent. We use it to spot check for data input quality.

Results are seen ‘in aggregate’; the provider never sees an individual ‘score card’

Comments are detached from the question scores and presented as a themed commentary. The respondent may make references to an event or circumstance (in one example, they referenced their profession, they were an optician). The care provider might recognise this in the context of past events, but cannot link it back to actual scores.