Phone system for care homes
The best phone system for a care home is a cloud (VoIP) one, because staff are on the floor caring for residents and families need to be able to reach someone whenever they call. It lets a family enquiry ring reception, the manager and an on-call mobile together, holds callers in a queue with a reassuring message when the home is busy, and takes a clear out-of-hours message for emergencies. There are no new phone lines or hardware to install, you keep your existing number, and it is unaffected by the 2027 switch-off.
Incoming call
07700 900 246
One family enquiry, ringing reception, the manager and an on-call mobile at once.
The calls a care home can't afford to miss
Family and placement enquiries
Choosing a care home is a big, time-sensitive decision and families ring round. A call that rings out to nothing sends them to the next home, so these enquiries need to reach someone fast.
Reception under pressure
The front desk is covering admin, visitors and deliveries as well as the phone. Several calls land together and one busy handset can only hold one line at a time.
Out-of-hours and emergencies
Families and staff ring after reception has gone home. They need a clear message about who to reach and how, and you need their details captured rather than lost to a dead tone.
Staff on the floor, not at a desk
Carers and nurses are with residents around the building, not sat by a phone. Calls need to follow the people who can answer them, on a handset or a mobile, wherever they happen to be.
Multi-home routing
A group with more than one home needs each number pointed at the right home, with calls shared between homes when one reception is swamped and routed by time of day.
Records and accuracy
When a family queries what was agreed about a visit, a fee or a resident's care, a recording of the call settles it. Recording must be set up properly and handled in line with GDPR and your safeguarding duties.
Recommended setup for a care home
You do not need a complicated system. A handful of well-chosen building blocks covers almost every care home, and you can switch any of them on without new lines or an engineer visit. Here is the setup we would recommend, with the reason each one earns its place at the home.
- Ring groups - a family enquiry rings reception and the manager mobile together, so it is answered by whoever is free.
- Call queues - when the home is busy callers hold in order with a short, reassuring message instead of a busy tone.
- Voicemail to email - any message left after hours or when reception is flat out lands in an inbox for a prompt callback.
- Auto attendant - an optional menu can split new enquiries, families of residents and suppliers so each reaches the right place first time.
- Call recording - GDPR-aware recording settles any query about a visit, a fee or a resident's care and supports staff training.
- Business-hours routing - calls follow your reception hours automatically, switching to an out-of-hours message when reception closes.
- Number porting - keep your existing home number so families and staff carry on dialling exactly as they do today.
Staff answer on a web browser or the mobile app as well as a desk phone, which suits a home where reception, carers, nurses and a manager move around the building. See the full feature set for everything that comes in the box.
An example family enquiry, step by step
An illustrative call flow for a typical home. Yours is set up to match how your home actually works.
They ring the main number to ask about a place for a relative and how to arrange a visit.
A ring group means whoever is free picks up, rather than the call landing on one busy handset.
They hear a short, reassuring message - "you are in the queue and we will be with you shortly" - instead of a busy tone.
The enquiry is handled, and the call can be recorded so the details agreed are on file if there is ever a query.
Business-hours routing plays an after-hours greeting with your out-of-hours guidance and reopening time.
To voicemail, or to the AI receptionist if enabled. It is emailed to the home and logged, so reception calls straight back when you reopen.
AI receptionist for care homes
When reception is closed or every line is busy, the optional AI receptionist answers in a natural voice, takes the caller's name, number and reason for calling, and emails it to the home so the right person can ring back. It is there to cover out-of-hours and overflow - a safety net so an after-hours call from a family or a peak-time overflow enquiry is captured rather than lost, not a replacement for your reception. You decide when it picks up: only when you are closed, only when all your lines are busy, or both.
Frequently asked questions
What is the best phone system for a care home?
The best phone system for a care home is a cloud (VoIP) one. It lets a family enquiry ring reception, the manager and an on-call mobile at the same time, holds callers in a queue with a reassuring message when the home is busy, and takes a clear out-of-hours message for families and staff. There are no new phone lines or hardware, you keep your existing number, and it is unaffected by the 2027 PSTN switch-off.
How do we stop missing family and placement enquiries?
Use a ring group so an enquiry rings reception and the manager mobile together rather than one phone, then a call queue so callers hold in order with a message when the home is busy. If no one can pick up, voicemail to email or an AI receptionist captures the caller name, number and reason so you can call straight back. Choosing a care home is a big, time-sensitive decision and families ring round, so the aim is that no call rings out to nothing.
Can we keep our existing care home phone number?
Yes. You move your existing number to Voxora through number porting and keep it exactly as it is. Porting is normally free, your number does not change, and your calls simply start ringing on the new system once the transfer completes. Families and staff carry on dialling the same number.
Can it route calls across more than one home?
Yes. A group with more than one home can point each number to the right home, share calls between homes when one reception is busy, and route by time of day. Because the system is in the cloud, staff at any home, or working from home, answer on a desk phone, the mobile app or a web browser.
How much does a care home phone system cost?
Voxora is priced per user per month, so you only pay for the people who need a phone. The Standard plan is £6.95 per user per month and Pro is £9.95 per user per month, both before VAT, with UK call handling included. The AI receptionist is an optional add-on for out-of-hours and overflow cover. See the pricing page for what each plan includes.
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