Sometimes you need to reach out to clients or their families. CareCade makes it easy to contact clients appropriately while maintaining professional boundaries.

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When to Contact Clients

Appropriate Reasons

Contact clients to:

• Confirm appointment times
• Notify about running late
• Ask about special needs for visit
• Follow up on concerns
• Coordinate transportation

When to Contact Office Instead

Don't contact clients directly for:

• Scheduling changes
• Cancellations
• Service questions
• Policy issues
• Billing matters

Let the office handle these communications.

Finding Contact Information

In Client Profile

1. Open the client's profile
2. View Contact Information
3. See phone numbers, email
4. Note preferred contact method

Quick Access

From an appointment:

1. Tap the appointment
2. Contact info available
3. Quick call/text buttons

Contact Methods

Phone Call

Calling the client:

1. From profile or appointment, tap phone icon
2. Or tap the phone number
3. Your call app opens
4. Call proceeds normally

Text Message

Sending a text (if permitted):

1. Tap message icon
2. Or tap phone number and choose text
3. Compose your message
4. Send

Important Notes

• Your phone number may be visible
• Keep messages professional
• Follow organization policy
• Document important communications

Contact Guidelines

Professional Communication

When contacting clients:

• Identify yourself and organization
• State purpose clearly
• Be respectful and brief
• Confirm understanding
• Document the contact

Running Late

If you'll be late:

1. Contact client as soon as you know
2. Apologize briefly
3. Give estimated arrival time
4. Confirm they'll be available
5. Document the call

Example: "Hi, this is [Name] from [Organization]. I'm running about 15 minutes late for our appointment. I'll be there by 2:15. Will that still work for you?"

Confirming Appointments

If confirming a visit:

1. Call appropriate time before
2. Verify appointment time
3. Confirm any preparations needed
4. Note any special requests
5. Thank them

Emergency Contacts

Who They Are

Emergency contacts are:

• Family members
• Caregivers
• Medical contacts
• Other authorized persons

When to Use

Contact emergency contacts for:

• Medical emergencies
• Safety concerns
• Unable to reach client
• As directed by organization

How to Access

Find emergency contacts:

1. Go to client profile
2. View Emergency Contacts
3. Multiple contacts may be listed
4. Primary contact indicated

Communication Log

Documenting Contacts

Record important communications:

• Date and time
• Who you contacted
• Method (call, text)
• Purpose and outcome
• Any follow-up needed

Where to Document

Note communications:

• In service notes
• In appointment details
• As organization directs
• Keep records

Preferred Contact Methods

Respecting Preferences

Some clients prefer:

• Phone calls only
• Text messages
• Contact family instead
• Specific times
• Certain phone numbers

Check Before Calling

Before contacting:

1. Review contact preferences
2. Note any restrictions
3. Use preferred method
4. Respect stated times

Voicemail Guidelines

Leaving Messages

If you reach voicemail:

• Keep it brief
• State your name and organization
• Leave callback number
• Note the reason
• Don't include private health info

Example: "Hi, this is [Name] from [Organization] calling about your appointment today. Please call me back at [number]. Thank you."

Privacy in Voicemail

• Don't mention medical details
• Keep message generic
• Don't assume who will hear it
• Follow HIPAA guidelines

Text Message Guidelines

When Texting

• Confirm appointments
• Brief updates
• Running late notifications
• Per client preference

Text Appropriately

• Keep professional
• Brief and clear
• No sensitive info
• Appropriate for records

Example: "Hi! This is [Name] from [Organization]. Confirming our 10am appointment tomorrow. See you then!"

What Not to Text

Avoid texting:

• Medical information
• Sensitive topics
• Lengthy discussions
• Anything requiring conversation

After Hours Contact

Organization Policy

Know your organization's rules:

• When after-hours contact is okay
• What qualifies as emergency
• Who to contact for emergencies
• Using personal phone

Client Boundaries

Respect boundaries:

• Don't contact at inappropriate hours
• Emergency only after hours
• Personal relationships prohibited
• Maintain professionalism

Handling Difficult Calls

Challenging Situations

If client is:

• Upset or frustrated → Stay calm, listen, acknowledge
• Confused → Speak clearly, confirm understanding
• Unresponsive → Try emergency contact
• Inappropriate → End call professionally, report

When to Involve Others

Get help when:

• Safety concern
• Client in distress
• Can't resolve issue
• Policy question

Contact your supervisor.

Troubleshooting

Can't Reach Client

If no answer:

1. Try again in a few minutes
2. Leave voicemail
3. Try alternate numbers
4. Contact emergency contact (if urgent)
5. Contact office for guidance

Wrong Number

If wrong number:

1. Apologize
2. Verify contact info in profile
3. Report to administrator
4. Update records

Contact Info Missing

If no contact info:

1. Check client profile thoroughly
2. Look at emergency contacts
3. Contact office
4. Don't delay if urgent

Best Practices

Before Contacting

1. Know your reason
2. Check preferences
3. Prepare what to say
4. Have info ready

During Contact

1. Be professional
2. Be brief and clear
3. Confirm understanding
4. Take notes

After Contact

1. Document the contact
2. Note any follow-up needed
3. Update records
4. Report concerns

Related Articles

• Understanding Your Clients
• Viewing Your Schedule
• Submitting Incident Reports