If you have just received a text, phone call, or email from CareCalls, someone close to you is using an automated reminder and check-in service — and they did not respond to a scheduled prompt, so the system notified you. This page explains what that means and what you might do next. You do not need to have been told about CareCalls beforehand for the alert itself to be genuine.

This applies to the repeat reminder and check-in service only (not one-off reminders or live professional calls).

What is CareCalls?

CareCalls helps people remember important tasks (such as medication) and/or confirm they are OK through the day. It does that by sending scheduled reminders or check-ins to their phone — by landline, mobile, or text (SMS), depending on how the service is set up.

For each scheduled time:

  1. CareCalls sends the reminder or check-in.
  2. The person is asked to acknowledge it (for example press a key after a phone message, or reply to a text).
  3. If they do not respond, CareCalls usually tries again after a short wait (often about 10 minutes, and often twice in total — settings can vary).
  4. Only if every attempt for that slot fails, and someone was named as an alert contact during setup, CareCalls sends alerts to those people — by text, phone, or email.

CareCalls is not an emergency service. It does not send the police, ambulance, or anyone to the door. It only passes on that a prompt was missed so people in the support network can decide what to do.

Why have I received an alert?

In most cases, all of the following are true:

  1. A CareCalls service is active for someone (a family member, friend, neighbour, or client you support).
  2. Your contact details were added when the service was set up, and it was agreed you should be notified if reminders or check-ins were missed.
  3. That person did not respond to a scheduled reminder or check-in after the configured retries.
  4. Our system automatically sent you an alert so you know that slot was missed.

You may not have been told in advance — for example if your number was added by a relative or professional during setup. The alert does not mean CareCalls has diagnosed an emergency; it only reports a missed response at a particular time.

What might be in the alert?

  • Text (SMS): usually the time of the missed reminder or check-in, plus the name and phone number of the person receiving the service.
  • Phone: a spoken message with similar details.
  • Email: the same kind of information in the message body.

Exact wording depends on the account template. The point is to give you enough context to decide whether to check in with the person.

If several people are set up as alert contacts, your household may have chosen at the same time (everyone notified together) or one after the other (the next person is only contacted if the previous one does not confirm they will check in). Email alerts do not wait for a reply in that sequence.

What should I do now?

A missed reminder or check-in may mean something is wrong — for example medication not taken, or someone unable to reach the phone — but it can also happen for ordinary reasons (out of the room, poor signal, screening on the line, or the service is paused).

CareCalls cannot tell you which it is. We only report that the prompt was missed after the retries. What you do next is your judgement, for example:

  • Try calling or visiting the person.
  • Contact someone else who is also on the support network.
  • Wait if you know they are routinely unavailable at that time (and discuss changing schedules with whoever manages the service).

Families often find it helpful to agree in advance what each alert contact will do if an alert arrives — who calls first, who visits, and when to escalate outside the family.

Do I need to tell CareCalls they are OK?

No. You do not need to reply to CareCalls or report back that someone is fine. After alerts are sent, we do not escalate further or expect updates from you. We do not contact emergency services.

If the alert looks wrong (wrong person, wrong number, or you should not be on the list), see below or contact us.

Who set up this service?

The service is usually created by a family member, friend, or professional supporting the person who receives the reminders. That person is the call creator in our system.

If you manage the service online (you set it up or have been given login access):

  1. Open the management dashboard.
  2. Go to support network details to see who is involved and how they can be contacted.

If you do not have login access, ask whoever you think arranged CareCalls, or anyone else named in the alert message.

Households setting up alerts can read how to set up and use alerts so contacts know what to expect.

Can I stop receiving alerts?

Yes — if you have permission to manage the service. Alerts exist for the wellbeing of the person receiving reminders; remove or change them only after thinking about who else would be notified instead.

  1. Open support network details and check your numbers or email are correct.
  2. Open roles and alerts. Under Who should receive alerts?, remove or change the slot that sends alerts to you.
  3. Save the form.

If you cannot log in, ask the call creator or main family contact to update roles and alerts for you.

Learn more