How do we create a workspace?
Use /register to create an organisation, owner account and trial. You land on the customer login with a confirmation message, then sign in to /app.
FAQ
Answers for providers, managers and IT
Straight questions about product fit, compliance language, security, pricing and day-to-day usage. For anything specific, book a demo.
Getting started
What is the first thing we should configure?
Add at least one service user, a support plan, and log a test incident so your team sees how records connect. The in-app checklist walks you through this.
How long does setup take?
Many teams get a credible sandbox in under an hour. Live rollout depends on how many people, locations and historic data you migrate.
Is training included?
The /training guide and consistent UI reduce formal training. We recommend a short manager session plus floor champions for larger groups.
Can we import existing data?
Imports depend on what you export today (CSV, extracts from other systems). Scope this on a demo call so we match your source files.
Product
What is TheOldBear Platform?
A UK-focused operations workspace for supported living and similar services: service users, support plans, care notes, incidents, tasks, documents and (by package) rota, HR and governance — in one coherent UI.
Who is it for?
Registered managers, service managers, rota coordinators and owner/operators who want fewer spreadsheets and clearer handovers — from single homes to multi-site groups.
How is it different from generic care software?
Navigation and screens follow PBS, safeguarding and inspection-style evidence — not a repurposed CRM with “care” labels.
Does it replace our electronic MAR or eMAR?
TheOldBear complements clinical and medication systems: it focuses on operational records, incidents and plans. MAR integration depends on your stack.
How do incidents link to support planning?
Incidents can prompt plan reviews and tasks so “what happened” connects to “what we changed in the plan” without duplicate typing.
Compliance
Is it “CQC certified”?
No software is “CQC certified.” We provide CQC-ready workflows: structured incidents, plan reviews, audit-friendly lists and exports — your policies and clinical governance remain yours.
How does it help at inspection?
Inspectors often sample people and follow the trail. Profiles, plans, notes and incidents are linked so you spend less time assembling PDFs mid-visit.
Can we show PBS and restrictive practice records?
Incidents and plans surface review flags and narrative context so restrictive practice is documented and traceable, aligned to how you configure forms.
How long is data retained?
Retention follows your hosting and database policies. The app stores records in MySQL — align backups and retention with your DPO.
How do managers show oversight?
Dashboards, tasks and lists give a service-level view; audit-oriented exports support governance meetings.
Security
Where is data stored?
You deploy on infrastructure you choose — typical UK cPanel / PHP / MySQL hosting. We do not mandate a single proprietary cloud.
How do logins work?
Customer workspace uses organisation-scoped users with password hashing. Admin portal is separate. Use HTTPS everywhere in production.
Is there two-factor authentication (2FA)?
On the roadmap — contact us if 2FA is a hard requirement; we can prioritise it with your deployment.
What about GDPR?
You are typically data controller; TheOldBear is software you operate. See /privacy and map processing activities with your DPO.
Who can access audit logs?
Admin portal operators can review administrative actions where your deployment enables audit logging. Customer actions are scoped per organisation.
Demo & trial
Can we try it without a sales call?
Yes. Open public demos at /demo, or use the interactive sandbox workspace with sample people, plans and incidents.
What is the difference between public demo and sandbox?
Public demos are read-only marketing pages. The sandbox is a logged-in demo organisation with guided tour and resettable data.
Do you charge for the public demo?
No. The sandbox demo is free to explore; it uses isolated sample data.
What happens when the trial ends?
Your organisation status moves according to billing setup. Book a call before expiry if you need continuity or package changes.
Implementation
How do we roll out to multiple sites?
Use organisation and location fields consistently, agree naming for service users, then phase: managers first, then shift leads, then wider staff.
Can we match existing paper forms?
Start from the in-app structures and map mandatory fields. We extend the schema where UK providers need common additions.
What if we need custom fields?
Share your mandatory fields on a demo call — we align roadmap to UK provider needs and sensible schema extensions.
Support
How do we get help?
Use /contact with intent “general” or “callback”. Critical production issues should include organisation name, time, and steps to reproduce.
Is there a status page?
Depends on your deployment host. For self-hosted stacks, monitoring is usually yours; we can advise on health checks.
Billing
Is there a free trial?
Yes — new organisations can start with a one-month trial on the package selected at registration.
Can we change package later?
Yes. Packages are modular (care, rota, HR/governance, full suite). Upgrades flow through billing; speak to us for downgrades during contract periods.
Are there per-seat fees?
Pricing is package-based as on /pricing. Enterprise per-seat modelling is available via “Book demo”.
Data ownership
Who owns the data?
Your organisation retains operational data. You can export and back up from the database you control.
Can we leave and take our data?
Yes in principle — exports and database dumps depend on your hosting agreement and technical access. Plan this with your IT or host.
Mobile & devices
What devices does it support?
Responsive web: desktop for heavy admin, tablet/phone for lists and quick reads. Complex tables may need landscape on small screens.
Can agency staff use it?
Yes — consistent components reduce training. Role-aware views limit what casual staff see.
Does it work offline?
No — it expects a network connection. For offline-critical workflows, discuss your constraints on a call.
Usability
How do we onboard our team?
New workspaces get an in-app checklist. The training guide lives at /training.
Is there an API?
Integrations are evolving. Use built-in lists and reports today; API webhooks can be scoped for enterprise deployments.
How readable is it on long shifts?
High contrast options, labelled statuses and table layouts are tuned for tired eyes — feedback welcome from your floor trials.