Why Call Recording Is Important For Care Homes

Picture of Max Tomaszewski

Max Tomaszewski

Marketing Coordinator

Are you familiar with care home call recording? If no, then you’re in the right place.

We understand that providing a great standard of care is paramount when running a care home. So, we also know that you will be constantly searching for ways to better upgrade your care home to make this possible. Modern phone systems are full of features and capabilities that can make life so much easier. However, there is one feature that is often overlooked:

That feature is Call Recording!

In this article, we’ll give you a comprehensive guide to care home call recording and a breakdown of how this feature can help increase the success of your care home in a few different ways.


Firstly, What Is Call Recording?

Well, there are 2 types:

– Automatic Call Recording

This is what we use in our YoTelecom phone systems. It records every single call, both inbound and outbound. Once recorded, it then logs and stores the call into a library online (or on a dedicated storage drive), for up to 5-7 years, free of charge! You can then access this library from anywhere in the world with a simple username and password. Once logged in, you can search for specific calls, play recordings back, attach to emails, and use them for staff training purposes. The choice is yours.

– Push Button Call Recording

This system records calls in the exact same way. However, the difference here is that you are required to manually press a record button on the call you want to log. This can be good because you can choose what information is documented. On the flip side, automatic recording is often recommended over manual recording, because you never know when you’re going to need to listen and reference back to a call.


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. There is absolutely nothing wrong with recording your organisations calls as long as it is for one of the following reasons: 

  • Provide evidence of a business transaction
  • Ensure that a business complies with regulatory procedures
  • Checking that quality standard targets are being met
  • Investigate 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!


Why is Care Home Call Recording Important?

– Have A Record Of Important Details

Care home call recording can be a valuable tool when dealing with enquiries. You’ll likely get many calls a day from family members with enquiries about their loved ones. When your reception team are on the phones, it can be hard for them to scribble down all of the information given to them. But with recording calls, you automatically have a record of every call that is received. Meaning staff members can go back, listen and pull any details that are required later. 

This feature is also helpful when a team member is on the phone with a doctor, receiving medical advice. They can listen to the call as many times as they need, making sure the information is understood and complete.

– Quickly & Easily Settle Any Disputes

Discussing the care of an elderly relative is a sensitive subject and can often cause emotions to run high. Having call recording in place at your care home can help resolve any ‘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

Reputation damage is costly, making customer service a crucial focus for any business. Because of this, it’s important to ensure that staff are communicating helpfully and professionally. Your reception team is the first impression your callers will get of your business. Regularly listening back to calls ensures that 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.


A Yo Telecom Case Study:

Since 2017, we’ve been working with a small 16 bedroom residential care home in the west of England. The owner approached us, experiencing the issue of not being able to occupy the last four rooms that were vacant. This was causing financial stress as she was operating at 75% occupancy.

Looking to make a change, she signed up for our platinum communications plan, which includes call recording.

Wanting to know how her staff were performing when she wasn’t around, she began listening back to calls a few times a week. After a few weeks, she returned to us with her findings:

“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!”

Because of call recording, the deputy manager could now be confronted with concrete evidence of wrong-doings. Within two months, the care home was working at full occupancy. The financial stress was completely removed. Skip forward two years; she now has planning permission for six extra bedrooms.

All this success from just one of many features in a care homes phone system. We have many more success stories just like this – let’s hear from a few of our clients;

Find more happy customer testimonials from every industry over on our Yo Telecom Youtube Channel!

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