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Customer Support

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Seamless customer support to ensure that our users have great experiences.

OneTouch Health Heart
At OneTouch, we understand the importance of seamless customer support to ensure that our users can get the best results with our system. Our dedicated Support Team is committed to assisting you at every step, and we have streamlined our support process to make it more accessible directly within the system. Please note that all support queries must be submitted to us from within OneTouch rather than via email or phone.

Why Access Support Within OneTouch?

We believe that accessing support should be as convenient as possible for our users. By integrating our support services directly within the OneTouch system, we aim to provide you with quick and efficient assistance without the need to navigate away from the platform.

How to Access Support within the System

  1. Log in to Your Account:
    • Go the OneTouch URL.
    • Log in using your credentials to access your account.
  2. Navigate to Support:
    • Once logged in, you’ll find a dedicated “Support” section within the system.
    • Click on the Support tab to access a range of help resources such as user guides, videos and detailed documentation covering all aspects of the system.
  3. Submit a Ticket:
    • If you encounter an issue or have a specific question, submit a support ticket directly from within the system.
    • Provide details about your request, and our Support Team will be notified promptly.

Why use the OneTouch Ticketing System?

We use a ticketing system to ensure that all support requests are successfully managed with clear communications towards a resolution path.  Here’s what it provides:

  • Efficient Ticketing System:
    • Each support request is treated as a ticket, allowing us to organise and prioritise tasks effectively.
  • Comprehensive Knowledge Base:
    • Our Support Team uses a robust knowledge base which is regularly updated with FAQs, guides, and troubleshooting tips.
  • Track Your Requests:
    • You can track the status of your support tickets and receive timely updates on their progress.

Your Support Journey – What to Expect

  1. Ticket Submission:
    • Submit a support ticket directly from OneTouch, detailing your query or issue.
  2. Acknowledgment:
    • Receive an acknowledgment of your request with a unique ticket number for reference.
  3. Resolution Process:
    • Our Support Team will promptly work on resolving your issue, keeping you informed throughout the process.
  4. Knowledge Base Access:
    • Explore our comprehensive knowledge base for self-help resources and FAQs.

At OneTouch, we are committed to providing you with the best care management experience, and our Support Team is here to ensure that your journey is smooth and hassle-free. Thank you for choosing OneTouch!

OneTouch is a multi-functional Care Management System which allows care providers to manage every aspect of their clients’ needs. Information is shared simply, instantly and securely, across all key stakeholders involved in an individual’s care delivery circle. We’re also ISO 90001, ISO 270001 and Cyber Essentials Plus certified and fully UK GDPR compliant.

The key components of our platform are Care Rostering, Care planning Medication Management, Charting and Patient metrics, HR and Training, Invoicing and Payroll, A Family and Client app, Compliance, Reporting and Auditing, Call Monitoring Digital tasks and Client Data.

Our users love us because we make their lives easier and we provide them with the digital tools that help them gain efficiencies. OneTouch is built to complement the skills of your workforce by giving them an easy-to-use system that has the functionality they need to do what they do best – provide care. OneTouch makes admin tasks simple, straightforward and quick to complete. This creates the most valuable resource of all – time. Time to focus on the service user, and the care provided by your organisation.

OT Power of One Circle

We provide a single system, on a single platform that manages the operational needs of care providers. This includes full and bespoke functionality suites for carers, clients, client families and the management team of your care organisation. All this functionality is available from a single system to allow for instant sharing of information across all stakeholders. For example, if a carer calls in sick at short notice the admin team can immediately see which carer is best placed to cover the visit and assign it, the client’s family get immediate visibility of the change via the family app and the carer has instant access to the client’s complete digital health record and any associated information that may be required.

We are on a mission to improve the lives of everyone receiving care through our technology and support. OneTouch is built by care professionals, for care professional. Our in-house team is made up of clinicians, nurses, social workers and former care home managers.  We pride ourselves on working closely with our users to provide a best-in-class system that they love using because it makes their day-to-day working lives easier. OneTouch has been developed as a single digital platform that provides a comprehensive functionality suite to let you start with scheduling while also providing digital solutions to manage every other aspect of the care delivery journey. We even help you to prepare for and excel during audits!

Touching a mobile phone

No – we believe that changing to our system should be as easy as turning on a light switch. To make sure it is actually this easy our Customer Success Team work with you to build a comprehensive implementation plan before you go live with OneTouch. Our commitment is to ensure a smooth and flawless transition from your current provider (whether that’s a digital or paper-based solution) to our platform. We will help with any data migration requirements you have to make sure your records are up to date in OneTouch. Our implementation process is meticulously designed to make sure that everybody in your organisation is ready to go with their new system from day one. We also have a dedicated Support Team on hand to handle any queries you have once you go live. We normally manage to resolve any queries you have within 30 minutes of receiving them during standard business hours.

Our people make OneTouch what it is. Our team embodies a unique blend of professionalism, dedication, and a genuine passion for exceeding customer expectations. When we work with our users we try to build collaborative partnerships which enable us to  who mutually support each other. We want the best for all of our users and our commitment to excellence is evident in every aspect of our work, fostering an environment where creativity and innovation flourish.

OneTouch’s customer-centric approach sets us apart in the industry. We strive to understand and fulfill customer needs whenever we can. Our users love us and we pride ourselves on seamlessly integrating customer feedback into our system and our processes.

What truly stands out about OneTouch is the sense of community and shared purpose that permeates the workplace. The positive energy and camaraderie among team members contribute to a collaborative atmosphere where everyone feels valued and motivated. It’s this unique combination of exceptional individuals, customer dedication, and a vibrant workplace culture that makes OneTouch not just a company to work for, but a partner that you will love to engage with.

It’s simple – we want to transform the world of care.

We want to work towards this vision by achieving our our mission of improving the lives of everyone receiving care through our technology and support.

We recognise that these are lofty goals but we firmly believe that the OneTouch system, alongside our sister products like tri.x and AutumnCare, can have a transformative impact on our customers’ day-to-day operations and workflows. Whether you are moving from a paper-based system or an other digital provider we’re confident you won’t regret using OneTouch. Ultimately we want to build a long-lasting and frutiful relationship with all of our users while also empowering your own relationships with your staff, your clients and their families.