{"id":10538,"date":"2024-08-14T16:21:45","date_gmt":"2024-08-14T15:21:45","guid":{"rendered":"https:\/\/www.answerconnect.co.uk\/blog\/?p=10538"},"modified":"2024-08-14T17:48:35","modified_gmt":"2024-08-14T16:48:35","slug":"care-industry-challenges-and-solutions","status":"publish","type":"post","link":"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/care-industry-challenges-and-solutions\/","title":{"rendered":"The biggest challenges facing the care industry (and how to solve them)"},"content":{"rendered":"\n

We work with many care providers from both the care home and home care sectors. We know how hard everyone in the care sector works, often under extremely difficult circumstances.

To truly understand the challenges facing the care industry, we sought insights from Bounce Forward. While we can’t claim that Bounce Forward’s findings are indicative of the entire care industry, they offer valuable perspectives on the issues many care providers face.
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Who is Bounce Forward?<\/h2>\n\n\n\n

Bounce Forward<\/a> is an independent mystery shopping service exclusively for the senior care sector, with over 40 years of experience. They contact care providers across the UK and report on how care providers answer their calls<\/a>. This partnership helps us understand how care providers balance phone enquiries with the challenges of care.

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The biggest challenges facing the care industry today.
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  1. Difficulty answering calls.<\/strong>

    One of the most significant findings was perhaps also one of the least surprising; calls to care homes often went unanswered. Weekends were particularly difficult, in part due to the increase in visitors. With many relatives of service users working 9-5 weekday jobs, weekends see the highest volume of visitors and calls. Bounce Forward ran some call tests to see if care home managers answered calls on weekends, but none did.

    Even when someone did manage to answer, they were often too busy to take contact details or asked callers to try again later. One manager answered but quickly requested a callback on Monday, again without gathering any information. That essentially meant a missed opportunity to capture a new lead and potentially increase occupancy.

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  2. Juggling calls and care.<\/strong>

    Another common theme was call handlers responding while caring for a resident. This situation isn\u2019t ideal for staff or<\/em> service users. In one instance, Bounce Forward called a care provider and received a response from a staff member while in a lift with a resident. The care provider was too busy to provide information and asked them to call back later instead of requesting information from the caller. That lack of availability can have a significant impact on the caller\u2019s perception of the care home. And that can lead to prospective clients seeking out other, more accessible care providers.

    Care providers do an incredible job under challenging circumstances. However, providing consistent in-person care while also responding to callers may be asking too much.

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  3. Maintaining connection in the care industry.<\/strong>

    The issue of real human connection is particularly acute in the care industry, where callers often face difficult decisions. First impressions are crucial. If a caller doesn\u2019t receive a response to their initial enquiry, they may doubt the provider’s ability to offer the required level of care. Care providers need to maintain a connection with callers, often relatives or close friends of the service user. These conversations can be emotional and require a deft touch.
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    The impact of these challenges on the care industry.<\/h2>\n\n\n\n

    67% of all initial care home enquiries come by telephone. That means it\u2019s incredibly important to be ready to engage when someone reaches out. First impressions count, and your customer service reflects your brand, including your in-home service.

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    How to lay the foundations for a memorable first impression.<\/h2>\n\n\n\n

    The three golden rules for first impressions<\/h3>\n\n\n\n
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    1. Respond quickly<\/strong> – Strive to answer all calls in under four rings. An independent 2020 Arlington Research survey found that 64% of callers hang up if they don\u2019t receive an answer within five minutes of calling a business.
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    2. Answer every interaction, 24\/7<\/strong> – According to AnswerConnect internal data, 44% of calls to UK businesses come outside of office hours<\/a>. While this may not reflect your specific call patterns, it does indicate that people often want to call outside traditional business hours. 24\/7 availability<\/a> is especially important in the care industry, where service users and their relatives require an immediate response at any hour of the day.
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    3. Keep it human<\/strong> –  78% of people want to speak to a real person when they contact a business. In the care industry, replying to leads and clients as a real person carries real power.
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      The power of listening<\/h3>\n\n\n\n

      To make a truly great first impression, you need to really listen<\/em>. Active listening is about more than just processing what someone is saying; it\u2019s about understanding the meaning and intent behind their words. It requires being a mindful and focused participant in the communication process.

      Tips for active listening:<\/p>\n\n\n\n