Give clients and their families secure access to view schedules, communicate with your team, and stay informed about their care through CareCade's Client Portal.

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Overview

The Client Portal allows clients and authorized family members to:

• View upcoming and past appointments
• See their assigned team members
• Access shared documents
• Send messages to your organization
• Request schedule changes
• View service summaries

Enabling the Client Portal

Activating the Feature

1. Go to Settings → Features
2. Find Client Portal
3. Toggle to Enabled
4. Click Save

The portal becomes available at your organization's client URL.

Portal URL

Your client portal is accessible at: https://portal.yourorganization.carecade.org

Or if you have a custom domain: https://portal.yourdomain.com

Inviting Clients

From the Client Profile

1. Open the client's profile
2. Click Invite to Portal
3. Enter the invitation email
4. Choose who to invite:
   • Client directly
   • Family member/guardian
   • Both
5. Customize the welcome message (optional)
6. Click Send Invitation

What the Invitation Includes

The invitation email contains:

• Welcome message
• Link to create their account
• Brief description of portal features
• Your organization's contact information

Bulk Invitations

To invite multiple clients:

1. Go to Clients → All Clients
2. Filter to clients without portal access
3. Select the clients to invite
4. Click Actions → Invite to Portal
5. Confirm the bulk invitation

Managing Portal Users

Family Members and Authorized Users

Each client can have multiple portal users:

1. Open the client's profile
2. Go to the Portal Access tab
3. Click Add User
4. Enter their information:
   • Name
   • Email
   • Relationship to client
   • Phone (optional)
5. Set their permissions
6. Send invitation

Relationship Types

• Parent/Guardian
• Spouse
• Adult Child
• Sibling
• Legal Representative
• Caregiver
• Other Family

Permission Levels

Configure what each user can do:

Permission	Description
View Schedule	See appointments
View Notes	Read service notes
View Documents	Access shared documents
Send Messages	Contact your team
Request Changes	Submit schedule requests
Manage Users	Add/remove other family members

Revoking Access

To remove portal access:

1. Go to the client's Portal Access tab
2. Find the user
3. Click Revoke Access
4. Confirm the action

The user can no longer log in, and their sessions are immediately ended.

Portal Features Configuration

Schedule Visibility

Control how much schedule detail clients see:

1. Go to Settings → Client Portal → Schedule
2. Configure options:
   • Show Staff Names - Display who's assigned
   • Show Staff Photos - Include profile pictures
   • Show Staff Phone - Allow direct contact
   • Past Appointments - How far back to show
   • Future Appointments - How far ahead to show
3. Save

Document Sharing

Configure automatic document sharing:

1. Go to Settings → Client Portal → Documents
2. For each document category, choose:
   • Never Share - Keep private
   • Always Share - Automatic access
   • Manual - Share individually
3. Save

Recommended sharing settings:

Document Type	Setting
Care Plans	Always Share
Schedules	Always Share
Progress Reports	Always Share
Internal Notes	Never Share
Medical Records	Manual
Billing Documents	Manual

Messaging

Enable client messaging:

1. Go to Settings → Client Portal → Communication
2. Toggle Enable Client Messages
3. Configure:
   • Who receives messages
   • Auto-reply message (optional)
   • Business hours notice
4. Save

Schedule Change Requests

How It Works

Clients can request schedule changes through the portal:

1. Client submits a change request
2. You receive a notification
3. Review the request
4. Approve, modify, or deny
5. Client is notified of the outcome

Enabling Change Requests

1. Go to Settings → Client Portal → Schedule Requests
2. Toggle Enable Schedule Requests
3. Set advance notice required (e.g., 48 hours)
4. Choose which changes can be requested:
   • Cancel appointment
   • Reschedule appointment
   • Request additional appointment
   • Change assigned staff
5. Save

Managing Requests

View requests at Dashboard → Schedule Requests or:

1. Go to the client's profile
2. Click Pending Requests
3. Review each request
4. Click Approve, Modify, or Deny
5. Add a note (optional)
6. Submit

Notifications

Client Notifications

Configure what clients are notified about:

1. Go to Settings → Client Portal → Notifications
2. Enable/disable:
   • Appointment reminders
   • Schedule changes
   • New messages
   • Document shared
   • Request updates
3. Set notification timing:
   • Reminder 24 hours before
   • Reminder 1 hour before
4. Save

Delivery Methods

Notifications can be sent via:

• Email (always available)
• SMS (if phone number provided)
• Push notification (if using mobile app)

Portal Appearance

Branding

The portal automatically uses your organization's branding:

• Logo
• Primary color
• Organization name
• Contact information

Update branding at Settings → Branding.

Welcome Message

Customize the portal home message:

1. Go to Settings → Client Portal → Appearance
2. Edit the Welcome Message shown after login
3. Save

Help Content

Add a help section:

1. Go to Settings → Client Portal → Help
2. Add common questions and answers
3. Include contact information for support
4. Save

Security

Password Requirements

Set password rules:

1. Go to Settings → Client Portal → Security
2. Configure:
   • Minimum length (recommended: 8)
   • Require uppercase
   • Require numbers
   • Require special characters
3. Save

Session Settings

Configure session behavior:

• Session timeout: 30 minutes (default)
• Remember me option: 7 days
• Force logout after password change

Two-Factor Authentication

For additional security:

1. Go to Settings → Client Portal → Security
2. Enable Two-Factor Authentication
3. Choose method:
   • SMS code
   • Email code
   • Authenticator app
4. Save

Two-factor can be optional or required for all users.

Accessibility

The client portal includes:

• Screen reader compatibility
• Keyboard navigation
• High contrast mode
• Font size adjustment
• Mobile-responsive design

Troubleshooting

Client Can't Log In

1. Verify their email is correct in the system
2. Check their account status is active
3. Send a password reset link
4. Confirm they're using the correct URL

Missing Appointments

1. Verify the client is viewing the correct date range
2. Check that appointments are in "scheduled" status
3. Confirm the appointment isn't marked private

Can't Send Messages

1. Verify messaging is enabled
2. Check the client has messaging permission
3. Ensure your message inbox isn't full

Family Member Doesn't See Client

1. Verify they're linked to the correct client
2. Check their account status
3. Confirm permission levels include viewing

Privacy Considerations

What's Never Shared

The portal never shows:

• Internal notes and communications
• Billing details (unless enabled)
• Other clients' information
• Staff personal details
• Administrative settings

Audit Trail

All portal activity is logged:

• Login history
• Pages viewed
• Documents accessed
• Messages sent
• Requests submitted

Access logs at the client's Portal Activity tab.

Related Articles

• Inviting Clients to Portal
• Case Manager Portal Setup
• Security Settings