BlueCare App FAQs

Currently, the app is available to all SEQ South and SEQ North customers. The app will be available for R&R South customers from mid-September and available to R&R North customers from mid-November this year.

However, if you wish to register your interest in using the app now, you can do this at www.bluecare.org.au/blue-care-app. To find out more about the app, you can speak to your Package Partner, your local Centre Admin, your carer, or call BlueCare on 1800 316 441. Alternatively, you can visit our webpage at www.bluecare.org.au/blue-care-app.

Once you have received your invitation email with your registration link, and you have completed your first login, your appointments will appear in your app almost immediately, then you can start using your app.

Once you have set up your app and have received a notification that your appointments have been loaded, you can start using the app. If you are having trouble setting up your account, call either your Package Partner, your local Centre Administration or BlueCare on 1800 316 441.

No. You will need to contact your home care Package Partner, case manager, or Blue Care on 1800 316 441 to add visits or make changes to other Blue Care products in your package.

If BlueCare cancels a visit, you will not be charged. You will get a text message from BlueCare with the details of the cancelled visit. When you open the app, you will see a pop-up notification with visit details, asking you to choose whether you wish to reschedule or cancel the visit. BlueCare will automatically be notified of your request and will respond through the app.

If you have requested that the appointment be cancelled, once the action has been completed by BlueCare, you will see the cancelled visit in your past visits list in the app.

If you have requested a reschedule, BlueCare will try to honour the request and the relevant changes will show up in your upcoming visit list. However, if there is no capacity to honour your request, you will receive a notification that the visit has been cancelled due to lack of capacity.

Make sure you have your notifications turned on (on is default) in order to receive app notifications.

If you wish to cancel an appointment, this needs to be requested through the app by 11am the day before your appointment in order to avoid a charge. If you cancel via the app after this time, a notification will appear on your phone screen advising that you may be charged. However, charges depend on the reason for the cancellation, so please give as much detail as possible in the text box provided.

Once you have installed your app, using the link provided in the registration email, select the ACTIVATE ACCOUNT link to see the Change Password screen for the APP.

In the ‘Change your password screen’ type a new password and re-enter to confirm. Click Reset Password.

Successful password change screen will display. Select Back to BlueCare APP.

Select BEGIN to start using the APP.

NOTE, your password must contain:

• At least 8 characters
• At least 3 of the following:
  • Lower case letters (a-z)
  • Upper case letters (A-Z)
  • Numbers (0-9)
• Special characters (e.g. !@#$%^&*)

You can change your password, at any time, by:

Clicking Begin to open the app link (you can do this on your phone or on your desktop)

Click on ‘Forgot Password’

Enter your email address (the email address we sent the BlueCare App Welcome email to). Click Continue.

An email with a link will be sent to the email address we sent the BlueCare App welcome email to. No further action required on this screen.

Go to your email and find the email from BlueCare (It may take up to 15 minutes to come through). Click confirm in the email. This will direct you back to the app.

Enter a password for yourself into the app. Click Reset Password and you’re now ready to use the BlueCare App.

NOTE, your password must contain:

• At least 8 characters
• At least 3 of the following:
• Lower case letters (a-z)
• Upper case letters (A-Z)
• Numbers (0-9)
• Special characters (e.g. !@#$%^&*)

You cannot create new appointments within the app. To set up a new appointment, contact your Package Partner, case manager or BlueCare on 1800 316 441. They will add your new appointment to the system and it will appear in the app.

You can view past visits in the app by selecting SCHEDULED and PAST. Select a past visit to view the visit details. This is also the best way to leave feedback on a specific visit.

The visits will show as:

• COMPLETED where the appointment went ahead as planned
• CANCELLED BY BLUECARE where BlueCare has been unable to fulfil the appointment
• CANCELLED BY CLIENT where you or your other account holders have cancelled the appointment

NOTE: All past appointments show the appointment booking time, not the actual appointment times.

In all past appointments, you can provide visit feedback. You can provide each visit a rating of 1-3 (1=unhappy face, 2=satisfied face, 3=happy face) and you can add comments. To do this:

• Select ‘Submit’, in the top right hand corner of each visit, to save the feedback.
• Choose the sentiment and add your comments before clicking ‘Submit’.

If you wish to send a short message to your carer, you can do so through the notes function. Remember, these notes are for short 120 character instructions and only one note can be sent per appointment. These notes can be deleted and replaced if you wish to change the note.

Note: These messages can not be used for making appointment changes or schedule adjustments.

Once a note is submitted, it will send a text message to your carer 2 hours prior to the scheduled appointment. If there are carer changes within an hour of the appointment, the new carer will also receive the note.

1. Select the relevant appointment that you wish to leave a note on.
2. Select “Add Note” to leave instructions regarding the visit for the Carers, limited to 120 characters.
3. You can add instructions and click “Save”, to save them to the Visit.
4. Notification will appear then, it will be sent to the Carer prior to the visit starting. It’s sent 1 hour before the visit starts. Till that time, you can add, edit or delete the note.
5. Once the note is sent to the carer, a notification will appear on the app confirming it. After that, you can’t edit or delete the Note.

You can easily request an appointment reschedule by:

1. Choosing a visit from the ‘Home’ page for today visits, or choosing a visit from the ‘Schedule’ page and choosing an upcoming visit.
2. Clicking on the visit you wish to change.
3. The ‘Visit Details’ page shows the date, time and name of the carer scheduled to visit. On this page, you can use the ‘Change Visit’ button to reschedule.
4. Select option to change, Select Reason, Add additional information for changing the visit, Click ‘Submit’ button
5. Click ‘Yes’ to confirm the change visit request or ‘Cancel’ to revert to original visit.
6. The visit will be displayed with a notification that your reschedule request has been submitted. After submitting a request, you will be able to see the notification on the Schedule page as well.

NOTE:

• If you are making a change after 11am the day prior to the reschedule, the app will ask you to verify that you are willing to accept there may be charges incurred for last minute changes.
• If you have requested a reschedule, BlueCare will try to honour the request and the relevant changes will show up in your upcoming visit list. However, if there is no capacity to honour your request, you will receive a notification that the visit has been cancelled due to lack of capacity.

Make sure you have your notifications turned on (on is default) in order to receive app notifications.

You can easily request an appointment cancellation by:

• Choosing a visit from the ‘Home’ page for today visits, or choosing a visit from the ‘Schedule’ page and choosing an upcoming visit.
• Clicking on the visit you wish to cancel.
• The ‘Visit Details’ page shows the date, time and name of the carer scheduled to visit. On this page, you can use the ‘Change Visit’ button to cancel.
• Select option to cancel, Select Reason, Add additional information for cancelling the visit, Click ‘Submit’ button.
• Click ‘Yes’ to confirm the request or ‘Cancel’ to revert to original visit.

The visit will be displayed with a notification that your cancel request has been submitted. After cancelling a visit, you will be able to see the notification on the Schedule page as well.

NOTE:

If you are making a change after 11am the day prior to the cancellation, the app will ask you to verify that you are willing to accept there may be charges incurred for last minute changes.

If you have requested a cancellation, BlueCare will try to honour the request and the relevant changes will show up in your upcoming visit list. However, if there is no capacity to honour your request, you will receive a notification that the visit has been cancelled due to lack of capacity.

Make sure you have your notifications turned on (on is default) in order to receive app notifications.

App preferences enable you to determine how you would like to deal with BlueCare appointment or carer changes as a default preference. This means that BlueCare will use that preference every time there is a change. These changes include a carer calling or a carer unable to attend an appointment and therefore need to reschedule.

Preference selections provide the following options:

• Reschedule with same carer when available
• Reschedule with another carer ASAP
• Cancel the session

Please be aware that these settings are requests that may not be able to be fulfilled due to resourcing and timing. This is up to the discretion of BlueCare, who will liaise with you if the request cannot be fulfilled.

To make changes to your preferences:

1. Choose ‘Profile’ from either the bottom icon or from the hamburger menu on the top left of the screen.
2. Choose the ‘preferences’ page at the top of the screen.
3. Decide which preference suits your needs.