Overview
The Autumna integration allows care homes to automatically publish visitor feedback collected through Custr to their Autumna Premium Profile.
When visitors leave feedback during check-out, their responses are securely shared with Autumna, where they contribute towards your live ratings and overall OpenScore.
This provides prospective residents and their families with transparent, up-to-date feedback about your care home, helping to build trust and confidence.
Before You Begin
Before connecting Custr with Autumna, you’ll need:
An Autumna Premium Profile
Your Autumna ID
Your Autumna Shared Secret
These credentials are provided directly by the Autumna team. If you don’t have them, please contact Autumna before attempting to connect the integration.
Note: Each care home has its own Autumna profile and therefore requires its own Autumna ID and Shared Secret.
How the Integration Works
Once connected:
Visitors complete feedback when checking out of Custr.
Feedback is securely sent to Autumna.
Responses contribute towards your live ratings and overall OpenScore.
Ratings are published to your Autumna Premium Profile shortly after submission.
Only feedback submitted after the integration has been enabled is sent to Autumna. Historical feedback cannot be imported.
Connecting Autumna
To connect your Autumna Premium Profile:
Navigate to Site > Integrations.
Click the + icon.
Select Autumna.
Enter your:
Autumna ID
Autumna Shared Secret
Click Save.
Once connected, Autumna will appear in your list of active integrations.
Autumna Feedback Questions
To ensure ratings are consistent across every care home, Autumna requires a standard set of feedback questions.
When the integration is enabled, Custr automatically replaces your existing feedback questions with Autumna’s required questions.
The standard questions include:
Overall Experience
Infection Control Measures
Arranging a Visit
Considerate and Helpful Staff
Well Managed and Organised
Food and Dining Experience
Dignified Care
Safety and Security
These questions cannot be edited, as they must remain consistent for Autumna to calculate your live ratings correctly.
You can, however, add your own additional feedback questions if you wish to collect more information from visitors.
Visitor Feedback Categories
The Autumna integration only works for visitor categories where Feedback has been enabled.
If feedback is disabled for a category, visitors using that category will not be asked the Autumna questions, and no ratings will be submitted.
For more information, see Visitor Feedback.
Live Ratings & OpenScore
As visitors submit feedback, their responses are automatically sent to Autumna and contribute towards your care home’s live ratings.
These live ratings form part of your overall OpenScore, helping families understand the quality of care and visitor experience at your home.
Ratings are typically visible on your Autumna Premium Profile within a few minutes of submission.
Disconnecting Autumna
If you disconnect the integration:
New visitor feedback will no longer be sent to Autumna.
Existing ratings already published to Autumna remain unaffected.
The Autumna feedback questions will remain within Custr until you remove them.
If you no longer wish to use the Autumna questions, you can delete them and recreate your own feedback questions after disconnecting the integration.
Important Notes
An Autumna Premium Profile is required to use this integration.
Your Autumna ID and Shared Secret must be obtained directly from Autumna.
Each care home requires its own Autumna credentials.
Only feedback submitted after the integration is connected is sent to Autumna.
Historical feedback cannot be imported.
The required Autumna feedback questions are automatically applied and cannot be edited.
Additional custom feedback questions can still be added alongside the required Autumna questions.
Feedback is only collected from visitor categories where Feedback is enabled.
Visitor ratings are automatically synchronised with your Autumna Premium Profile shortly after they are submitted.