What Questions Should Care Homes Ask Software Vendors?

Care software is more than just the ‘IT’ side of things. It also touches on care quality, compliance, staff morale, family trust, and the finance aspect. A system that’s hard to use at the point of care can increase admin, frustrate staff, and even lead to gaps in records. Conversely, the right partner will reduce duplication, surface risks early, and give managers the visibility to lead confidently.

The cost of the wrong fit is high, and it can take the form of disruption during implementation, hidden add ons for modules you assumed were included, and staff reverting to paper or WhatsApp because the system doesn’t match the way care actually happens on your floors. Great questions save you from that.

Questions About Care and Frontline Usability

Example 1: How does this system support person-centred care?
Look for everyday evidence, not slogans. For example, can staff see a clear ‘This is me’ summary before delivering care? Are preferences prominent and accessible without hunting through tabs? How does it help you spot and respond to changes (e.g. weight loss flags, a sudden change in routine, hydration trends, overdue reviews)?

Example 2: How does it reduce admin time for care workers?
Ask them to show three common workflows end-to-end: recording personal care, escalating a concern (e.g., falls), and preparing handover. Ask what clicks are removed compared to paper or your current system. And also, what happens in low-signal areas or if WiFi drops - does the app work offline and sync later? Can notes be dictated? Watch a walkthrough on a small device, not just the desktop demo.

Questions About Integration and Data

Example 1: Does it integrate with rostering, finance, eMAR, GP Connect, and compliance tools we already use?
Don’t be afraid to request specifics, like which systems, what data flows, how often they sync, and who’s accountable when it breaks. ‘We have an API’ isn’t the same as a working integration in your environment.

Example 2: Is there a single source of truth?
If care notes say one thing and the staffing system says another, staff become a team of detectives. Ask the vendor how the software helps prevent duplicate data entry and ensures consistent resident profiles across modules.

Example 3: How is data shared across teams?
Can care staff and managers each see what they need without sifting through everything? How are risks escalated? Are there role-based dashboards, and if there are, are they customisable without paying for development time?
For example, care homes reduced medication errors by integrating eMAR with care plans so PRN protocols displayed automatically at the point of administration. The key was a two-way integration, not just a static export.

Questions About Implementation and Change

Example 1: What does implementation actually involve, for us and for you?
Get a week-by-week plan. Who cleans and migrates data? How many hours do you need from your team? Who runs onsite champion training? What’s the plan for night staff and bank workers?

Example 2: How long does it take to go live - and what does ‘go live’ mean?
Clarify whether that means logins are created, the system is used on one unit, or everyone is trained and paper fully retired. Ask for typical timelines for a home your size and complexity.

Example 3: What training and onboarding are provided?
Insist on role-based training (separate care worker training and manager training) and short, practical sessions, plus on-the-floor coaching. Ask how new starters are onboarded six months later without extra cost.

Questions About Compliance and Regulation

Example 1: How does the system support inspection readiness?
Ask the vendor to see an inspection-ready view - recent incidents, trends, supervision compliance, audit trails, and evidence for what ‘welled’ and ‘safe’ means. Does the platform make it possible to export a tidy evidence pack within minutes? You want consistent, timestamped records that link care plans, risk assessments, observations, and outcomes.

Example 2: How often is the system updated for regulatory change?
What’s the process when guidance changes? How quickly do templates update? Are updates included in your fee? Will they support evolving data-driven regulation without you rebuilding everything?

Questions About Support and Partnership

Example 1: What ongoing support is included?
Clarify hours, SLAs, and channels (phone, chat, email). Check average response and resolution times, not just targets. Is there an urgent line for live incidents?

Example 2: How do you work with customers long term?
Look for user groups, roadmap input, quarterly reviews, and transparent release notes. Ask for two references similar to your setting and call them.

Questions About Scalability and the Future

Example 1: Will this system grow with our organisation?
If you add a new service or site, can you replicate templates and permissions in minutes? How does it perform with thousands of records?

Example 2: How does it support data-driven regulation and quality improvement?
You should be able to see trends - falls, weight, hydration, pressure areas - by resident, unit, and organisation over time. Can you set thresholds and alerts aligned to your policies?

Questions About Cost and Value

Example 1: What is included in the price?
Unpack licenses, implementation, training, integrations, support, data migration, device management, and storage. Are updates and new features included? Probe for charges around custom reports, API access, premium modules, out-of-hours support, or minimum contract terms. Clarify device recommendations and who pays.

Example 2: How is value measured over time?
Agree what success looks like. Maybe it looks like reduced agency spend due to better rostering, or fewer medication errors, quicker handovers, improved audit readiness, fewer duplications. Ask for a baseline and a quarterly benefits review.

Choosing the right software partner ultimately comes down to trust, clarity, and shared purpose. When you ask the right questions, it becomes much easier to find a provider who supports your teams and the people you care for. The Access Group is a reliable partner for care homes, offering a widely used and fully integrated care home software solutions in the UK, designed to reduce admin time, strengthen compliance, and support truly person-centred care. With the right partner by your side, digital change can feel far more manageable, and more rewarding.

If you’re choosing software this year, make it a decision you feel confident about. Book a demo and see the Access approach in action.