Carehome Selection Ltd T/A CHS Healthcare


Caretrack is a purpose-built, fully web-based Continuing Healthcare, Funded Nursing Care and complex care patient database system, holding clinical and financial records including NOK, care packages, providers (including payment), review scheduling, document storage, letter generation, financial forecasting. It features a dashboard, comprehensive reporting and has a dedicated helpdesk service.


  • End-to-end management of patient data for CHC, FNC, complex care.
  • Supports all case-related processes including assessment, review, panel, appeal.
  • Carehome and domiciliary care provider information management (in and out-of-area).
  • Brokerage process - full data management.
  • Provides full, auditable financial data set -also enables financial forecasting.
  • Comprehensive reporting in real time through pre-defined and ad-hoc reports.
  • Full storage of all incoming/outgoing correspondence and associated documentation.
  • Standard letter generation.
  • Dedicated helpdesk available during office hours.
  • Training and expert advice and guidance on set-up, usage, exit.


  • All decision-making processes (including DST) supported/optimised, throughout patient journeys.
  • Enables allocation/ownership/progress of caseload by case manager.
  • Immediate visibility of KPI performance for management control via dashboard.
  • Provides full financial visibility and control (historical, current, future).
  • Provides insightful reporting at various levels: case, user, team, organisation.
  • Customisable elements allow organisations to tailor data sets.
  • Rapid set-up; no need to integrate with other local systems.
  • Remote/off-site working enabled by secure internet access.
  • Continuous improvement and efficiency enabled by expert training, support/advice.
  • Users can influence product development via feedback/our user forum.


£40000 per licence

Service documents


G-Cloud 11

Service ID

8 4 8 3 6 5 4 5 3 5 2 6 3 5 4


Carehome Selection Ltd T/A CHS Healthcare

Harry Bourton

0121 362 8840

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
Planned maintenance is kept to a minimum. Any maintenance is completed outside of normal working hours. The system is compatible with the following browsers: Safari, IE, Edge & Chrome.
System requirements
No specific system requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
We have a 4 hour response KPI for any email queries coming into the helpdesk 8:30 to 5 (UK time), Monday to Friday. There is no automated response.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Once the service has gone live, and throughout contract term, the helpdesk will support the customer organisation by telephone or email (there is no limit on how many times a Caretrack user can call or email). We also provide webinar training, also delivered by our trainers. Helpdesk and webinar training are free of charge.

Access to the product owner and the development team is always available at no charge; we encourage feedback, which feeds into our roadmap / development programme.

Should a customer require it, tailored face-to-face training from our expert trainer or experienced floor-walkers can also be purchased at £495 a day + VAT.
Support available to third parties

Onboarding and offboarding

Getting started
As part of the customer set-up meeting, CHS will establish a relationship with the customer’s lead contact.
The customer is also assigned a designated account manager for service-related and strategic matters, ongoing.
The system is essentially ‘plug and play’, being web-based, but CHS has a wealth of experience of liaising with local IT support to ensure Caretrack's web address is prioritised through the N3 network.
A fully-illustrated user guide is provided in a downloadable / printable format.
Webinar training is provided free of charge.
Further face-to-face training can be purchased at £495 +VAT per day.
During onboarding the customer will be supported by the Caretrack helpdesk, operated by eight staff 8:30 am – 5pm Monday to Friday. The helpdesk helps guide and support Caretrack customers, taking enquiries via phone or email. There is no automated answer machine or queuing system: users get straight through to a Caretrack expert. During set-up and post-launch there is no limit on contact volumes.
The helpdesk conforms to ITIL best practice, with all calls triaged on arrival. Higher priority calls are escalated from the first line team to the second line (developer) team as required. We operate a 4-hour KPI for all calls received.
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
As requested by the customer. Could include large print, etc.
End-of-contract data extraction
Should the contract end, all data is handed back to the customer and then deleted from the Caretrack system. The format in which the data is handed back is in password-protected CSV files. However, CHS can work with the customer to hand back the data in a different format if necessary. All work involved in handing back data is chargeable to the customer.
End-of-contract process
At contract end, a Project Manager will be assigned, who will draw up and manage an accurate exit plan and timetable (incorporating key deliverables and milestones), keeping all stakeholders informed.

Our data lead will be responsible for preparing the outgoing data set, in line with the customer’s defined requirements. All data is handed back to the customer. The format in which the data is handed back is in password-protected CSV files. However, CHS can work with the customer to hand back the data in a different format if necessary. All work involved in handing back data is chargeable to the customer.

Our IG lead will ensure that, once the customer has confirmed safe and complete receipt of the data set, all their data is destroyed immediately. This action will be confirmed in writing.

If a replacement system is being implemented, at all times we will fully co-operate with the customer and its chosen supplier in effecting a smooth handover phase, and ensuring no degradation in service during that timeframe. Our senior team will display the same level of professionalism and attention during this period as they will throughout the contract duration.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
There are no differences. Caretrack is fully secure and is compatible with tablets and other mobile devices; as long as the user has an internet connection, Caretrack can be accessed securely at any time.
Service interface
Description of service interface
The service interface is a web platform that gives the user both a patient and care provider record. This allows users to record all data relating to the patient or provider. Users can then report on all data that is held on the patient/provider record.
Accessibility standards
None or don’t know
Description of accessibility
•Minimal non-text content.
•Captchas not used.
•No live/pre-recorded audio/video content.
•Information/structure/relationships conveyed through presentation available in text.
•Instructions provided for understanding/operating content don’t rely on sensory characteristics of components (shape/size/visual location/orientation/sound).
•Colour not used as only visual means of conveying information/indicating actions/prompting responses.
•Text/images presented on white background in high-contrast colours.
•Users can zoom-in to increase text size - no loss of content/functionality.
•Text conveys information rather than images of text (except logos).
•All functionality operable through keyboard -no timings for keystrokes.
•No flashing/moving/blinking/scrolling/auto-updating information.
•Pages/headings/labels describe topic/purpose.
•Labels/instructions for user input.
•Users cannot adjust/turn off inactivity time limit.
Accessibility testing
We have not completed any such interface testing (with users of assistive technology) to date. However, since we are working towards ensuring that Caretrack is accessible to at least WCAG 2.0 A in the future, we will include this in the associated upgrade project.
Customisation available
Description of customisation
Mandatory fields:
Mandatory fields can be managed by system administrators, enabling them to add, remove or amend mandatory fields and processes. Any new fields added to the system will pull through to set reports.

Dropdown menus:
Many dropdown options within Caretrack can be tailored by administrators.

For example 'Source of Referral' field is completely bespoke, so each customer can tell Caretrack what they want to appear in that drop down.
This is then easily reportable, enabling customers to analyse where referrals (whether positive or negative checklists) are coming from.

Electronic forms:
Administrators can add electronic forms to the system at any time.


Independence of resources
Our SQL server balances out the demand that users put on the server so no one user is taking up too much load that would affect another user.


Service usage metrics
Metrics types
We have a live dashboard feed for each scheme as well as over 40 reports for users to gather their data including an ad-hoc tool. Data can also be exported upon request which may incur a charge.
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Caretrack has its own ad hoc reporting tool which enables the user to build customised reports from any data fields or criteria. The reporting criteria can then be saved and re-run whenever the user requires access. There are 66 hard coded reports on Caretrack plus the adhoc reporting tool.
Furthermore, if a user then wants to share said reporting criteria with another colleague this can be facilitated, as long as they have the same level of access.
Reports can be exported into PDF, CSV, Excel (for onward transfer into Word) or generated on screen on Caretrack.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • PDF
  • Excel (for onward transfer into Word)
  • Generated on-screen on Caretrack
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Caretrack is available 24 hours a day, 7 days a week, 365 days a year. Downtime is only ever needed for major hardware system maintenance upgrades.
Hardware upgrades will only happen once or twice a year and will always be outside of working hours, weekends or nights. Any down time will be communicated giving at least 7 days’ notice.
Caretrack hasn’t had any unplanned downtime in the last 30 months.
Should there be any unplanned downtime, our mirrored back-up server automatically kicks in, providing a seamless transition to the user, resulting in no downtime.
Approach to resilience
Available on request.
Outage reporting
Caretrack is available 24/7/365, and in the last 12 months has had 99.8% up time. This includes any planned maintenance.
In the unlikely event of an outage:
- Users trying to log on to the system would see an outage message.
- Email alerts will be sent to nominated users at the client organisation, both at the outset and conclusion of the outage.

We report outage information to customers as part of the monthly management information reporting suite.

Identity and authentication

User authentication needed
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Access to system is requested through an email to our helpdesk. Any new user requests then need to be signed off by designated manager from our customer's team. Log on details are then sent to the new user via secure email and the new user is prompted to change their password immediately.
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Data Protection and Security Toolkit

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Data Security and Protection Toolkit.
Information security policies and processes
CHS takes the security and continuity of its IT systems seriously. CHS has the following information security policies:
IT Security Policy (IG and GDPR)
Confidentiality and Data Protection
Information Governance Policy
Records Management Policy
Privacy Impact Assessment procedure
Encryption of emails process.

The Carehome Selection Ltd Board leads on matters of Information Governance and is responsible for ensuring that the necessary support and resources are available for the effective implementation of Policies. The Senior Information Risk Owner (SIRO) leads on Information Security issues. The Caldicott Guardian leads on any Confidentiality issues. The Information Governance Lead is responsible for providing specialist advice and support on all aspects of Information Governance. They are also responsible for reviewing the policy and ensuring it is updated in line with any changes to national guidance or local policy. All employees are responsible for ensuring compliance with all IG and IG policies, and seeking advice, assistance and training where required.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our QMS (quality management system) requires us to undertake ongoing reviews of processes to identify improvements. We also routinely invite user feedback and suggestions, via the helpdesk, surveys and our annual User Forum event. In this way, our operation is subject to continual review/improvement, potentially initiated by the full range of stakeholders.
We use a formal change management process to rapidly record, refine, track and promote initiatives raised. A dedicated CHS team co-ordinate analysis of initiatives. This includes assessing risks of implementation and non-implementation, including security risks, and proactively acting to mitigate all risks identified via this process.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Threats are identified via a number of sources including real-time and continual monitoring of our Cisco and Sonic firewall configurations by our IT support partners – Electronic Business Systems, using Solarwinds MSP Service Desk software. Potential/actual threats are dealt with immediately by the IT Governance team, in consultation with directors.
Threats are logged centrally and discussed at the monthly IT Governance meeting.
Development updates (including non-urgent patches) to be deployed on the Caretrack system are scheduled to be applied quarterly, although if a patch is urgent and needs to be deployed sooner, it will be.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The Data Centre and all CHS systems, including Caretrack, are protected via Cisco and Sonic firewall configurations, monitored in real-time by our IT support partners – Electronic Business Systems, using Solarwinds MSP Service Desk software.

In the event of a potential compromise (none to date):
- Senior project manager at EBS will notify their CHS counterpart, having identified issue/severity
- A suitable remedial action plan will be agreed, potentially including a failover to the secondary server. Plans will include resuming of service (back-up/replication and failover servers back to primary).
- As monitoring is continuous, response will be within 30 minutes.
Incident management type
Supplier-defined controls
Incident management approach
We have a fully-documented Incident Management Policy, available on request. Compliance is the responsibility of directors; all employees are trained in its application. The policy describes each individual's responsibility for policy compliance and how managers govern this.
It contains pre-defined processes for common events including those relating to potential Information Security breaches (including IT equipment theft, sharing of log-in details, inappropriate data access, etc).
It instructs on how to report an incident/to who/in what timeframe. It also describes investigation and remedial action processes followed once an incident is reported.
A central register is kept of incidents, available on request.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks


£40000 per licence
Discount for educational organisations
Free trial available
Description of free trial
We offer free access to an online demonstration in the live environment with dummy data, to enable all functionality and system speed to be experienced. All aspects of the system accessible and available to try out. Trial period usually 30-60 days. Full access to the helpdesk during trial period.
Link to free trial (log-in details are provided to prospective customers)

Service documents

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