How to manually add an enquiry

Overview

This guide explains how to add a new enquiry in Found. An enquiry captures information about someone interested in your services, including their contact details, care requirements, and how they found you.

Before you start

Have the following information ready:

• Contact details (name, phone number or email address)

• The location(s) they're enquiring about

• Their relationship to the person needing care

• Basic care requirements

Note: You can add an enquiry with just the essential details and update it later.

Step-by-step instructions

1. Open the add enquiry form

1. Navigate to the Enquiries page in Found

2. Click the add enquiry button in the enquiries table

3. A form panel will slide out from the bottom of your screen (or side on desktop)

2. Select location(s)

Choose which of your locations the person is enquiring about.

• Click the locations field to see your available locations

• Select between 1 and 5 locations

• All selected locations must be the same type (e.g., all care homes or all home care services)

💡 Tip: If you only have one location in your workspace, it will be selected automatically.

⚠ Important: The form adapts based on location type, showing only relevant fields.

3. Add contact information

This section captures details about the person making the enquiry.

Contact type

• Personal: For enquiries from individuals or family members

• Professional: For enquiries from social workers, hospital discharge teams, or other professionals (only shown if you have permission to create professional contacts)

Personal details (required)

• Title (optional)

• First name (required)

• Last name (required)

Professional details (shown only for professional contacts)

• Job role (required for professional contacts)

• Organisations (optional)

Contact methods (required)

You must provide at least one phone number OR one email address.

• Add one or more phone numbers

• Add one or more email addresses

💡 Tip: Adding multiple contact methods gives you more ways to reach them.

Address (optional)

• Address line 1

• Address line 2

• City

• County

• Post code

Consents (optional)

Record any consents the contact has given:

• Health consent

• Privacy consent

• Marketing communications (when selected, additional communication preferences become available)

4. Add enquiry details

This section captures information about the person who needs care.

Relationship to contact (required)

Select how the contact is related to the service user (e.g., self, parent, spouse, professional).

Service user personal details (optional)

• Title

• Known as (preferred name or nickname)

• First name

• Last name

💡 Tip: If the relationship is "self", you can leave these fields blank as they're the same as the contact.

5. Specify care requirements

This section appears when you've selected locations of the same type.

The available options vary depending on your location type:

• Care duration: The length of care needed

• Care type: The specific type of care required

• Funding type: How the care will be funded

The system will show appropriate options based on whether you've selected care home, home care, or retirement living locations.

6. Add additional details (optional)

This section appears when you've selected locations of the same type.

Available fields vary by location type and may include:

General information

• Service user date of birth

• Current residency type

• Current residential address

Care-specific information

Depending on your location type, you may see fields for:

• Enquiry reason

• Care specialisms

• Move-in or start date

• Budget information

• Visit requirements (for home care)

• Carer preferences (for home care)

7. Record attribution information (optional)

This section appears when you've selected locations of the same type.

Track how this enquiry came to you:

• Date: When the enquiry was received

• Stage: The current stage of the enquiry

• Contact method: How they reached you (e.g., phone, email, website)

• Marketing source: The specific marketing source if tracked

💡 Tip: Recording this information helps you understand which marketing channels work best.

8. Save the enquiry

1. Review the information you've entered

2. Check that all required fields are complete

3. Click the save button at the bottom of the form

4. The enquiry will be added to your enquiries list

Common scenarios

Scenario 1: Phone enquiry from a family member

A daughter calls enquiring about care home places for her mother.

Quick steps:

1. Select your care home location

2. Contact type: Personal

3. Enter daughter's name and phone number

4. Relationship: Select the appropriate family relationship

5. Add mother's name in the service user section

6. Select care requirements

7. Record contact method as phone

8. Save

Scenario 2: Professional referral

A social worker emails about a client needing home care.

Quick steps:

1. Select your home care location

2. Contact type: Professional

3. Enter social worker's details and job role

4. Add their email address

5. Relationship: Professional

6. Add service user details if known

7. Record contact method as email

8. Add any known care requirements

9. Save

Scenario 3: Self-enquiry

Someone enquires about retirement living for themselves.

Quick steps:

1. Select your retirement living location

2. Contact type: Personal

3. Enter their name and contact details

4. Relationship: Self

5. Skip service user details (same person)

6. Add care requirements

7. Record contact method

8. Save

Tips and best practices

Do

• Capture as much information as possible during first contact

• Record the marketing source if they mention how they found you

• Add multiple contact methods when available

• Update the enquiry later as you learn more information

• Use the "known as" field for preferred names

Don't

• Skip required fields (marked with an asterisk)

• Mix location types (e.g., care home and home care together)

• Worry if you don't have all information—you can add it later