This article is your guide to using features in the Family Portal.
Note: Features in the Family Portal may vary by community, and many features require you to be logged in to access. Please reach out to your community if you have any questions.
Payments and Billing
How do I make a payment?
You can use Chrome, Edge, Safari, Internet Explorer, or Firefox to make payments with a credit card, debit card, or bank account (ACH).
Payments usually appear in your account within 2 business days but might take longer on holidays. You'll get an email or text receipt if you provide your contact information.
Your payment information is encrypted, and Carefeed follows strict security rules. We never sell or share your personal information with anyone. Payment information is not saved unless you choose to save it.
To make a payment:
Click Payments in the top right navigation or use the Make a Payment quick link on the home page
Fill out your payment information
Agree to payment terms and click Pay Now
How do I view my billing statements?
Click Billing in the top right navigation
Select Billing History
Review your statements and click View Statement to see each statement
How do I set up AutoPay?
Click Payments in the top right navigation
Select AutoPay
Fill out your payment information and preferences
Agree to payment terms
Click Set Up AutoPay
Note: You'll need to add a payment method to My Wallet before you can enroll in AutoPay. You can change or cancel your AutoPay settings anytime. You can edit or remove payment methods by navigating to My Wallet next to AutoPay.
How do I save a payment method for future use?
Your information is secure and protected. If you don't log in to make payments, we won't save anything. Using saved payment methods makes future payments faster.
Click Payments in the top right navigation
Select My Wallet
Click Add Payment Method
Add your payment method
Click the Add Payment Method button
How do I view my payment history?
Click Payments in the top right navigation
Select Payment History
Review your payments and click View Receipt to see a receipt for a payment
How do I sign up for eBilling?
Click Billing in the top right navigation
Select the eBilling tab
Fill in your email address and phone number
Check the box to accept the terms and conditions
Click Enroll in eBilling
After you enroll, you can edit settings or turn off eBilling from this same section.
Communications
How do I read updates from the community?
Updates and communications appear in several places:
Featured Communications on your home page (highlighted important announcements)
Recent Communications on your home page (latest news and updates)
Click Communications in the top right navigation to see all community updates
You'll see posts about special events, new programs, holiday schedules, and other announcements.
How often should I check Communications?
Check Communications regularly to stay informed about what's happening at your loved one's community. It's a great way to stay connected and have things to talk about when you visit or call.
Documents
How do I access my documents?
A document in the Family Portal is a digital document signed by you from your community. This can include admission agreements, contracts, and other types of documents.
Click the icon with your initial in the top right corner of the screen
Select My Documents from the dropdown menu
Choose from these tabs:
Signature Required - documents that need a signature
Completed Documents - documents that were already signed
How do I view a document?
Each document has an access code to ensure that only authorized users can view sensitive documents.
To open and view the document:
Click the copy icon next to the access code to copy it
Click on the document name
Enter or paste the access code when prompted
How do I sign a document?
Once you've reviewed a document that requires a signature:
Follow the prompts within the document to add your signature
Complete all required fields
Submit the signed document
After signing, the document will move from the Signature Required tab to the Completed Documents tab.
Appointments, Events and Activities
How do I see my loved one's upcoming appointments?
Upcoming appointments appear on your home page dashboard when you log in.
You can also review them in your calendar:
Click Calendar in the top right navigation
Select the Appointments tab
Review appointments or search by keyword
How do I view upcoming events and activities and RSVP?
You can view and RSVP to activities in several places:
On your home page under Upcoming Activities
Click Activities from the Quick Links on the home page
Click Calendar in the top right navigation and select the Activities tab
If an activity has an RSVP option, you’ll see the RSVP button under each activity.
Clinical Information
How do I access my loved one's medications and care information?
Log into your Family Portal account
Click Clinical Info in the top navigation
You'll see tabs with different types of health information:
Vitals & Measurements: Blood pressure, heart rate, temperature, weight, and other measurements
Conditions & Allergies: Diagnosed conditions, allergies, and immunization records
Medications: Current prescriptions, dosages, and administration schedules
Reports & Notes: Progress notes, lab results, and care observations
Coverage: Insurance and coverage details
What if I notice incorrect clinical information?
If you see anything that seems incorrect or have questions about the clinical information displayed, please contact the community staff directly.
Feedback
How do I submit a request?
Click Feedback in the navigation
Select Submit a Request
Select the type of feedback or request
Fill in the subject, description, and any other information you’d like to add
Click the Submit Feedback button
How do I send a compliment to a caregiver?
Click Feedback in the navigation
Select Send Kudos (Some communities call Say thanks, Thank a team member, etc.)
Fill out the team member’s name and tell us about your experience
Enter your name and role
Click the Send Kudos button
This is a great way to recognize staff members who provide exceptional care or go out of their way to help.
How do I submit a concern or grievance?
To submit a concern:
Click Feedback in the navigation
Fill out the form with your contact information and details
Click Submit Grievance
The community will document your concern, investigate the issue, and follow up if needed.
Additional features
How do I view the dining menu?
Click Menu under Quick Links on your home page to view your community's current dining menu.
How do I access the Welcome Packet?
Click View Welcome Packet under Quick Links on your home page to access important community information and resources.
How do I switch to another resident?
If you have more than one family member at the community:
Click on the initial circle in the top right corner of the page
A menu will appear with your residents listed
Select the resident you'd like to view
Need help?
If you have questions about accessing or using the Family Portal, please contact your community using the contact information displayed on the bottom of your home page.