Caredove user accounts are designed for one individual person and should never be shared between staff members.
We understand that teams sometimes work from a shared inbox or have a role such as “Intake” that multiple people manage. However, in Caredove, each person should have their own account using their real name and individual email address.
Why are shared Caredove accounts not permitted?
Individual accounts help protect privacy, security, and accountability:
Clear accountability: Caredove can identify who accessed, updated, or acted on a referral. With a shared account, it eliminates this ability to determine which staff member performed an action.
Better troubleshooting: When something goes wrong, individual accounts help our support team understand exactly what happened and who was involved.
Security: Sharing an account means sharing login credentials. If someone leaves the organization, their access may continue if they still know the shared password.
Privacy: Caredove handles sensitive client information, i.e., personal health information (PHI). Individual accounts help ensure access is limited to the people who need it based on their professional role.
Individual agreements: Each Caredove user must agree to Caredove's applicable platform agreements. One person cannot accept these agreements on behalf of a group.
What if our team uses a shared intake inbox?
We understand that many organizations use a shared email account/inbox, such as intake@organization.ca, to manage incoming requests. The shared inbox itself is not the issue — sharing the Caredove login is.
Your organization can continue using a shared inbox for managing intake requests while giving each staff member their own Caredove account.
💡 Your organization should use tools like email forwarding rules, distribution lists, or other inbox settings to route messages from the shared intake address to the appropriate staff members. This allows your team to maintain its existing intake workflow without sharing Caredove credentials.
Need help setting up your team?
If you're unsure how to give your team access without sharing an account, use the live chat (bottom right-hand corner when you're signed in) to speak with Caredove Support and let us know how your team currently manages intake or referrals. We can help determine the appropriate user setup and permissions.
For more information, see Caredove's Legal & Privacy policies.