Family: Creating Enquiries on CareApp
Written by Georgia Radcliffe
Updated at August 21st, 2025
Welcome to CareApp Family Enquiries!
Staying connected with your loved one’s care team is important. CareApp’s new Enquiries feature makes it simple to send messages directly to the team, all in one easy place.
🎥 Watch the video below to see how CareApp Enquiries works and how you can start using it today!
What are Enquiries for?
Enquiries are designed for everyday, non-urgent communication. You can use them to:
- Ask questions about upcoming activities or events
- Share helpful information with the care team
- Confirm bookings for outings or appointments
- Send general requests that don’t need an immediate response
ℹ️Important to know
Enquiries are not for urgent matters.
If something is urgent or time sensitive, please call the site directly.
If you’re visiting in person, feel free to raise questions or requests with staff on site.
👋Let's create a new Enquiry!
Mobile
- Open your CareApp and tap the Enquiries tab.
- To start a new message, tap the New button.
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Type your message into the text bar.
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- You can add photos or files if needed.
- Tap Send – your message will go straight to the site’s Enquiry inbox, where a staff member will respond.
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- You can leave the page – you’ll receive a notification once you have a reply.
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Once the conversation is finished, staff will mark the Enquiry as complete, which will close the chat. At this point, you’ll have the opportunity to leave a star rating and feedback.
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Web
- Open CareApp on the web and click the Enquiries tab.
- To start a new message, click New Enquiry.
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Type your message into the text bar.
- You can add photos or files if needed.
- Click Send – your message will go straight to the site’s Enquiry inbox, where a staff member will respond.
- You can leave the page – you’ll receive a notification once you have a reply.
When the conversation is finished, staff will mark the Enquiry as complete, which will close the chat. At this point, you’ll have the option to leave a star rating and feedback.
⏰ Expected response times
Your care team will do their best to reply as quickly as they can, however, each service will set their own response-time expectations.
Staying connected
Enquiries are just one of the many ways CareApp helps you stay connected to your loved one’s care journey.
💡FAQ
Can I create another message if I haven’t received a reply yet?
Yes — as long as the Enquiry has not been marked as complete by the care team, you can continue to send messages in the same conversation.
Should I create a new Enquiry for a different subject or question?
Yes — it’s best to keep one topic or question per Enquiry. This makes it simpler for the care team to reply and to close the conversation once it’s resolved.
What if I don’t get a reply back right away?
The care team will be notified of your Enquiry and should respond as soon as possible, depending on service-level commitments. (Response times can vary between providers.)
👉 If you haven’t received a reply, you can either send a follow-up message in the same Enquiry or start a new Enquiry.
ℹ️ If your message is time-sensitive or urgent, please give your provider a call directly instead of waiting for a reply.
