Why is Call Recording Important for Care Homes?

Lorna Bailey Blog

When you run a care home, your primary goal is to provide a great standard of care for your residents. So it’s normal that you will be constantly looking for ways to update your care home to make this possible.

Updating your communications is a great way to bring your care home into the 21st century and ensure that your residents are just a phone or Skype call away from their families.

One feature, of the Yo Telecom phone system, in particular will prove to be extremely beneficial and you’ll wonder how you ever survived without it.

That feature is Call Recording!

In this article we’ll give you a comprehensive guide to call recording and explain how this feature can help increase the success of your care home.

Firstly, let’s get started with the basics:

How Does Call Recording Work?

There are two types of call recording:

Automatic Call Recording

This is what we use in our Yo Telecom phone systems. It records all of your calls, both inbound and outbound! It stores them online or on a dedicated storage drive, which can be accessed from anywhere in the world with a username and password.

Our call recording product will store your calls for 5 - 7 years and we’ll store them for you for free!

If you need to find a specific call, you can easily search your calls to find it and listen to it as many times as you need. You can play the call, you can attach it to an email - the possibilities are endless.

Push Button Call Recording

This will record your calls in the same way automatic call recording will, the only difference being you need to press the record button when you want to start recording.

We recommend automatic call recording, because you never know when you’re going to need to listen to information again.

Is Call Recording Legal?

This is one of the most commonly asked questions we hear when talking about call recording.

Call recording is completely legal here in the UK, as long as your staff are aware that your calls are being recorded for the purposes of your organisation for any of the following reasons:

  • To provide evidence of a business transaction
  • Ensure that a business complies with regulatory procedures
  • See that quality standard targets are being met
  • Investigate the the unauthorised use of a  telecommunications system
  • To protect national security

We are also commonly asked if you need to tell your clients that your calls are recorded. The answer to this is no.

As a business you do not need to legally tell your callers their call will be recorded, if you are doing so for the above reasons. But, of course, you can let them know if you would like to!

You can read more about the rules and regulations of call recording in this short Hub Spot guide.

How can Call Recording Help Your Care Home?

Have a Record of Important Details

Call recording can be a very useful tool when dealing with enquiries.

It’s likely that you’ll get lots of calls a day from family members who are calling to find out about availability for one of their loved ones.

When your reception team are on the phone, it can be hard for them to scribble down all of the information given to them.

But when your calls are recorded, you have a record of every call that is made or received, so they can go back and listen to the call to get any details that they may have missed.

This feature is also very important when your team are on the phone to a doctor enquiring about medical advice.

They can listen to the call as many times as they need to make sure that the information they have noted down is complete and correct.

Quickly and Easily Settle Disputes

Discussing the care of an elderly relative is a sensitive subject and, when hearing news about the condition of a loved one, can cause emotions to run high.

Having call recording in place at your care home can help to resolve ‘he said, she said’ disputes as you have evidence of exactly what was said on the call.

This can also help to protect your staff from abuse over the phone.

Monitor and Improve how Your Staff Interact with Your Callers

If a caller has a bad experience on the phone to you, it can be damaging to your reputation.

So it’s important to ensure that your staff are communicating in a helpful and professional manner.

Your reception team are the first impression your callers will get of your home, so by listening to a few calls a week you can make sure your enquiries are being handled in the best possible way.

If you spot any areas of improvement, you can offer training to those staff members who would benefit from this.

Case Study:

We work with a small 16 bedroom residential care home in the west of England, ran by a lady from Malaysia.

For some reason, she had 4 rooms that they just could not seem to fill.

This was causing great financial stress as she was always operating at 75% occupancy. Those last 4 empty rooms were the revenue the business needed to start thriving again.

So she reached out to Yo Telecom and, after seeing our demo, she signed up for our platinum communications plan with Call Recording.

After training her to use this feature she started listening to her calls a few times a week to see how her staff were performing when she wasn’t around.

A few weeks pass and she phones in, absolutely hysterical.

“I was listening to inbound calls. A man phoned in, enquiring about our care home. My deputy manager told him we’re full and not accepting any more people on our waiting list. To make it worse, she told him to call the care home across the road and even gave him the number!”

The deputy manager was confronted and fired on the spot. Within two months the care home was working at full occupancy and was profitable.

Skip forward 2 years and she’s now got planning permission for 6 extra bedrooms.

This is just an example of how we have helped one care home to increase their success. We have many more success stories up our sleeve - let’s hear from a few of our clients;

How do You get Call Recording in Place at Your Care Home?

1. Book a Consultation and Demo

You can book your FREE demo via our live webchat or you can call us on 02381 103195.

Alternatively you can book your demo by clicking the button below:

2. Let us Know Your Requirements

We tailor our package around your needs. So let us know how many handsets, lines, plus any extras you need and we’ll create the perfect solution for you.

3. We’ll Present you With Your Options

We have four different plans. They all come with different features and are all different prices. We’ll show these to you and answer any questions you may have.

4. You Decide Which one Works for you

We’ll give you our recommendations, based on the information you give us, to help you choose the best option for your business.

5. Let us Take Care of a Hassle Free Switch-Over

Our expert engineers will take it from here and install your brand new phone system! Your delivery and installation will be booked for a day that suits you.

We’ll also train you to make the most of all of the features.


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