Help centre

The alert is first sent to the healthcare provider who registered the patient, and to an appropriate admin email where possible. Any team member can log in and record the action being taken. If a response is logged in time, the alert is resolved. If not, it is flagged to a CareLoop service delivery manager who will check in with your team.

Check you are using the correct username (typically the first character of your first name followed by your surname). Use Reset Password if needed. If you still cannot access the account, email support@careloop.health with your service name and trust.

We recommend excluding individuals with a primary diagnosis of borderline personality disorder. If psychosis is primary and BPD is secondary, the app can still be used. The app is not currently recommended for anyone under 16.

CareLoop uses the EMPOWER question set, based on measures including PANSS and CDSS, with branching logic. Email support@careloop.health for a copy of the full question list.

Reliable data can be gathered from as little as 3 days of use per week. We always encourage daily use where possible.

In Settings, select Delete App on the current device — data remains on our servers. To set up a new device the patient needs their pairing or QR code from the dashboard under Mobile Setup.

If appropriate, instruct the patient to delete the app and stop using it. In research studies, negative reactions ceased once use was discontinued.

If they are referred to another service that also uses CareLoop, we may be able to transfer their data. If there is no ongoing clinical team to receive alerts, we cannot keep the patient in the system, because CareLoop cannot assume duty of care for alerts.

After 28 days of consistent questionnaires we establish a baseline. An Early Warning Signal is triggered if there is a large change from baseline in the same symptom for three consecutive questionnaires, a small consistent negative trend over seven days, or no responses for seven consecutive days.