Care homes · VoIP phone systems
Reliable calls for residents, families and care teams
In a care home the phone connects families, GPs, pharmacies, social workers and staff on shift, often when everyone is busy. A VoIP system keeps those calls answered and reliable, and prepares you for the end of analogue lines.
The problem
Where the phones get in the way
Calls ring where nobody is standing
A single reception handset in a large building means calls are missed while staff are with residents. Families and professionals are left unanswered.
Old lines are about to be switched off
Analogue and ISDN services are being retired, with the switch-off completing around January 2027. Phones, and often alarms, depend on them.
Telecare and alarms share the same lines
Call systems, door alarms and lift phones may use the old network. A phone change done carelessly can break safety-critical equipment.
Group homes cannot see across sites
Care groups struggle to cover each other’s calls, report on missed enquiries or reach a manager quickly when they are not in the building.
The fix
What a cloud phone system changes day to day
Ring groups across floors and units
Ring several handsets at once, or in sequence, so a nurse station, a team leader and the manager can all pick up.
Cordless and DECT handsets
Staff can carry a handset around the building, so calls reach them in lounges and corridors rather than only at a desk.
Mobile app for managers
The registered manager and on-call staff can take calls on a mobile using the home’s number, wherever they are.
Out-of-hours and on-call routing
Send evening and weekend calls to the senior carer or on-call manager, with a clear process for urgent matters.
Failover and backup connectivity
Divert calls to mobiles if broadband or power fails, and consider a second connection so the service continues.
Call logs for enquiries and complaints
Check when families or professionals called and whether the call was answered, supporting your own records and follow-up.
Care quality, privacy and the CQC
Care homes in England are inspected by the CQC, which looks at whether a service is safe, responsive and well led. Answering calls promptly, handling complaints properly and responding to concerns are part of that picture. A modern phone system helps support these goals by giving you call logs, clear routing and reliable out-of-hours cover. Clear routing also means families receive a consistent response, which helps them feel confident that their relative’s home is well run.
Calls often include sensitive information about residents, so UK GDPR and your own confidentiality policies matter. Recording is optional and should be considered carefully. Many homes choose not to record clinical conversations at all. We help you configure only what you need and keep access limited to the right managers. Access can be limited so only senior staff hear any recordings, and voicemail messages can be sent to named managers rather than shared mailboxes.
Planning around telecare and the switch-off
The biggest risk for care providers is not the phones themselves but what shares the line. Resident call systems, fire panels, door entry and lift phones can use analogue connections that will stop working after the PSTN switch-off. We survey the whole building and list every device before changing anything. Our survey also notes anything unusual, such as old intercoms or third-party monitoring, so that nothing is forgotten until the last minute.
Where equipment relies on the old network, we flag it, work with the equipment supplier or installer, and sequence the move so safety systems are never left without a route. Moving the phones comes first, then each dependent system is migrated or replaced. Our business phone system page explains the wider options available. We never recommend removing an old line until the equipment on it has been checked, tested and confirmed to work another way.
A rollout that respects a 24-hour environment
Care never stops, so the changeover has to be quiet and well planned. We agree a time with your manager, pre-configure handsets and call routing, and keep your existing numbers so families need not learn anything new. Staff get short, practical guidance on cordless handsets, transfers and voicemail. Handsets can be programmed so a call to a unit rings the right team, and a second tier of staff if the first does not answer.
If the building has weak Wi-Fi or patchy network coverage, handsets and calls will suffer, so we look at networking and cabling as part of the survey. After go-live, our UK-based team is available 24/7, which matters when the person who needs help is on a night shift. We can also advise on the number of handsets per shift, so there is enough coverage without paying for unused devices.
Your questions answered
Will our resident call system still work?+
It depends on how it connects. Some systems use the analogue network and need updating or replacing before the switch-off; others are already IP-based. We cannot guess, so we survey the building and speak to your equipment supplier, then plan the order of changes to avoid any gap.
Do we have to record calls?+
No. There is no general requirement to record calls in a care home, and many homes choose not to. If you do record, for example on a reception line for complaints handling, you should have a clear purpose, tell callers, and control access and retention. We set it up only where you ask.
Can staff carry handsets around the building?+
Yes. Cordless handsets work with the system and let staff take calls while moving between rooms. Their coverage depends on the building layout and construction, so we check signal and network quality during the survey rather than promise it will be perfect everywhere.
What happens if the power or broadband fails?+
Calls can divert automatically to mobiles, so families and professionals still reach someone. A backup internet connection and battery backup for network equipment can improve resilience. It is worth discussing how this fits with your wider business continuity plan, which we can help inform.
We run several homes. Can we link them?+
Yes. A shared platform lets homes keep their own numbers while managers see combined reports, and calls can overflow between sites if one is stretched. Area managers can use the mobile app, which makes it easier to stay reachable without being on site.
How long does a changeover take?+
It depends on the size of the home and what else is connected, so we do not quote a fixed time without a survey. Phone changes are usually quick; the careful part is checking alarms and other equipment. We plan around shift patterns to keep disruption minimal.
Care home phone system planning list
- ✓ Identify every device that uses a phone line, not just handsets
- ✓ Check resident call, alarm and lift systems with their suppliers
- ✓ Decide who answers calls on each floor and unit
- ✓ Set out on-call and out-of-hours routing for urgent matters
- ✓ Confirm Wi-Fi and network coverage for cordless handsets
- ✓ Agree call recording policy with your manager and data lead
Other industries we support
Why choose CBC
Phones, networks and security from one UK team
We are committed to giving every customer the best possible phone and networking solution for their business, then supporting it for the long term.
- 24/7 UK-based supportReal engineers, any hour, no overseas call centre.
- One-to-one serviceA named CBC engineer who knows your setup.
- Grows with youAdd users, sites or features without changing supplier.
- Customer satisfaction firstClear quotes, fixed pricing and honest advice.
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