For home care providers
Families answered at any hour, and every enquiry followed up.
A team of ours can answer your phones when the office is shut, take new care enquiries and follow them up, or answer applicants and chase their paperwork. We can also set that work up, or advise on it.
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What we do
Families ring about tonight’s visit, new enquiries arrive at the weekend, and applicants wait to hear back. We can help with each. Done by a team of ours, set up for your own, or planned with you.
Every care decision stays with you
The team answers what your rota and your notes can answer, and takes everything else down in full. Whether a visit is covered, changed or cancelled is decided by your own people. So is anything about a client’s care.
Which parts we take on is up to you
It could be the hours between the office closing and opening. It could be new enquiries followed up until a family decides. Or it could be one list, such as applicants’ paperwork chased until each file is ready for you.
Who gets in touch, and why.
A home care provider is rung by people looking for care, by the people receiving it and their families, and by people who want to work for it.
Families looking for care
Often in a hurry
- Care for a parent coming out of hospital
- What help can you give, and how soon?
- What does it cost?
- Could someone come and talk it through?
- A social worker or discharge team asking if you can take someone on
Clients and their families
Around the visits
- Who’s coming tonight, and when?
- The carer hasn’t arrived
- Mum’s in hospital, so no visits this week
- A question about an invoice
- A worry about how a relative is
People applying to work for you
When they’ve seen your advert
- Is the job still open?
- What are the hours?
- When could I come for an interview?
- What do I need to bring?
- Has my paperwork come through?
What we’d take on.
Each of these is a line or a list that a team of ours runs to your process. All of it is done in your name and logged as it happens.
- Your phones, when the office is shutEvenings, nights and weekends answered in your name, and every call logged with its time. Which calls the team answers, and which come to your own people, is agreed with you beforehand.
- New care enquiriesFamilies and professionals answered with your own questions, your brochure sent, and an assessment visit booked or a call back arranged. Followed up on your schedule until the family decides.
- Visit changes, and “who’s coming?”A family’s request to change or stop visits is logged for your office to make. Who is coming and when is answered from the rota, only to someone you’ve listed for that client and after the check you set. Otherwise it is passed on.
- Website chat, forms and emailEnquiries that arrive through your website or your inbox are answered to the same rules as the phone, at the hours you choose. A family that goes quiet after asking is followed up on your schedule.
- Applicants, and their paperworkPeople applying to work for you are answered, and interviews booked into the slots you open. Files with something missing are chased as a list. You interview, make every check and decide.
New enquiry · Sunday afternoon
Care for a father coming home on Thursday
- Asked for
- Help in the mornings and at bedtime
- Your brochure sent
- A call about his assessment booked for Monday at ten
To you
He is in hospital until Thursday, so his daughter asked whether he could be assessed on the ward. She also asked whether the same carers would come each time. The brochure doesn’t say.
In your diary, with the enquiry in full
In office hours too
And the things you hadn’t thought to ask for.
A line that’s answered when the office is shut may be why you’re here. Here is the rest of what we could set up, run or advise on.
- We set it up
Who answers what at night, written down
What the team answers, what comes to whoever you have on call and what waits for the office. The decisions in it are yours. We help you put it in writing.
Processes and knowledge base - We set it up
Why the on-call phone rings
A reason noted on each out-of-hours call, from a short list agreed with you. It shows what is reaching whoever is on call, and what needn’t.
Reporting - We set it up
How your own office takes and logs a call
Training material for your office staff, so a call is taken and logged the same way in the day as at night.
Training material - We set it up
“Do you cover our area?”, answered at once
An AI assistant for the routine questions on your website, such as the areas you cover and how to apply for work. It answers from information you’ve checked, and hands over to a person for anything about a client or their care.
AI for customer service - We run it
Public holidays and the days around them
More people on the line for the stretches you can see coming, arranged with you ahead of time and trained before they start.
Seasonal and peak cover - We plan it with you
As you add branches
Whether each branch keeps its own line or they share one, and how on-call is organised across them.
Consultancy
When the office is shut
What the team answers, and what comes to you.
The visits carry on after the office has closed, and so does the phone. This is how one evening and early morning might go for a provider with three branches. What the team answers, what goes to whoever you have on call and what waits is yours to set beforehand.
One evening and early morning, across three branches
An illustration
17:40
A son, North branch
“Dad comes home from hospital on Thursday. Can you help?”
Your questions asked, and a call from your assessor arranged for the morning
18:55
A husband, Riverside branch
“Who’s coming to my wife tonight, and what time?”
On your list for her, and through your check, so answered from the rota
19:35
A wife, Hill Street branch
“We’re away from Friday. Can the visits stop for a week?”
Taken in full, for your office to make the change in the morning
20:10
An applicant, Riverside branch
“Is the carer job you advertised still open?”
Your questions asked, and an interview booked in a slot you’d opened
21:15
A daughter, North branch
“Mum says her carer hasn’t come this evening.”
Passed to whoever you have on call, by the route you’ve set
06:50
A son, Riverside branch
“Mum went into hospital last night, so no visit this morning.”
Passed to whoever you have on call before the round starts
By the time the office opens, every call is in the log with its time, who rang and who was told.
- Answered by the teamWho is coming and when, for someone on your list. New enquiries and applicants, taken with your own questions.
- Passed to whoever is on callWhat can’t wait for the office, by the route you’ve set. They decide what happens next.
- Kept for the officeChanges to visits, invoices and whatever else you’ve said can wait, taken in full.
The team behind it.
Families, enquirers and applicants are dealing with your company throughout. The team works from your rota and your written rules.
Ours to employ, and prepared for these calls
Trained on your rules before they answer anyone, and to recognise a caller who is frightened, confused or needs more time. Each team has a team lead whose job is coaching.
How we workWhere the line is answered
From the Philippines, Portugal or Ireland. The hours you need covered and the kind of work decide which, and we agree it with you first.
Where we workClients’ and carers’ details
Named logins, and access only to what the work needs. Nobody is told about a client unless you’ve listed them. Health information is handled only where that is agreed with you in writing first.
Security and data protection
Questions, answered.
The things home care providers are likely to ask first.
Out of hours, what does the team answer, and what comes to us?
That is yours to set, and the team works to it. Before it takes a call we agree three things with you. The first is what the team answers from the rota or your notes. The second is what goes to whoever you have on call, and by what route. The third is what is taken in full for the office. If that isn’t written down yet, we’ll help you write it.Processes and knowledge base
What does the team do when a relative rings with a worry about a client?
It takes down what they say, in their words, with the time. It offers no view on how serious it is, and gives no advice. Who is told, and how, is set by your own written process, and the team follows it. What happens to the client’s care is decided by your own people.
What stays with our managers and coordinators?
Every decision about care. That covers finding cover, changing or cancelling a visit, and what to do when someone is worried about a client. Advice to a family stays with you. So do complaints, questions about funding and anything about a carer’s conduct. A concern about someone’s safety goes to the person you’ve named for it, by your own process. The team answers, records and passes on.
Can the team see our rota, and can they change it?
They can see it, where you give access. That means a read-only login for each person in your rostering system, or the rota sent across each day if that suits you better. They don’t change it. A request to move or stop a visit is logged for your office to make. “Who’s coming tonight?” is answered only to someone you’ve listed for that client, after whatever check you set for confirming who is calling. Anyone else is passed on.
How is the team prepared for callers who are distressed or confused?
Through training, and through your own guidance. The team is trained to recognise a caller who needs more care and more time, and to follow your approach for them. That includes any notes you give us on clients who ring often or can’t always say what is wrong. If you don’t have an approach written down, we’ll help you build it. A caller who seems unwell or frightened is passed to whoever is on call, as your rule sets out.How we work
Will we have a record of every call?
Yes. Each call is logged with its time, who rang, what was said, who was told and when. Where the log is kept depends on your systems. It might be notes in your rostering system, or a log sent to the office each morning. Where calls come through our phone platform, the recordings are held there, for as long as we agree with you.Security and data protection
Can new enquiries be followed up, or only taken?
Followed up, if you’d like that. The team asks your own questions, sends your brochure and books an assessment visit or arranges a call back. After that it stays in touch with the family on the schedule you set, until they decide. It doesn’t advise on funding, and it doesn’t press anyone for a decision.
Who manages the team?
We do. Hiring, the team’s own rota, cover and performance are ours, and each team has a team lead whose job is coaching. Your own staff don’t hand out the work or check it. You deal with one person who owns your service.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work home care providers are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your rostering system, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
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