Industries › Nursing homes
VOCPhone for Nursing homes
A family ringing about their mother should never reach a voicemail.
Aged care runs on trust, and trust is built or destroyed by how a phone call is handled. Families ring worried. Staff are with residents. Between those two facts sits every complaint you have ever received.
Wellbeing calls reach a nurse, never a message pad
Keep every number you already advertise
We own and run the network, so uptime is ours to fix
Australian owned, hosted and supported, 15+ years in market
Escalated to the nurse on duty
Sun 6:30pm
Your home18:30
Registered nurse with a residentCannot and should not be interrupted.with a resident
Daughter calling about her motherWorried, and it is her third attempt.15s34s52s70slost
Family confirming a visit tomorrowSimple question, nobody free.06s14s22s31slost
One resident cared for. Two families left worrying.
Said out loud in every home
You have said at least four of these this month
These are family trust problems that arrive down a phone line.
01
Care staff are not phone staff
The people families want to speak to are the people who cannot stop what they are doing. Asking a carer to also be reception serves nobody.
The agent handles routine calls so care staff stay with residents.
02
Evenings and weekends are when families ring
Families call after work and on Sundays, exactly when your administrative staff are not there.
The agent covers every hour the office does not.
03
Most calls are visiting and general enquiries
Visiting hours, what to bring, how to arrange a haircut, what time dinner is. Important to the family, routine for you.
Answered instantly from what you have told the agent about your home.
04
Clinical questions must reach a nurse quickly
A family asking about medication or a fall needs a registered nurse, not a message taken by whoever was closest.
Priority routing straight to the clinical team, with context attached.
05
Nobody remembers what was promised
"Someone said they would call me back" is the beginning of most complaints, and there is no record either way.
Every call recorded, transcribed and summarised against the resident's file.
06
Prospective families ring once
An enquiry about a vacancy is a significant admission. If it goes to voicemail they visit somewhere else.
Enquiries answered warmly and booked in for a tour, at any hour.
Watch one get answered
8:15pm Sunday. The office is closed. The family is not left worrying.
This is the call that used to ring out into an empty office. Here it is answered by a VOCPhone AI phone agent, from what you told it about your home.
It sounds like it is from here. Genuine Australian accents, warm and unhurried, not a call centre.
It knows your home. Visiting arrangements, meal times, services, what to bring, and who to speak to about what.
It never discusses clinical detail. Anything about a resident's health or care goes straight to a registered nurse.
It records what was promised. So "someone said they would call me back" stops being an argument.
VPVOCPhone AI Agent Inbound · 00:44LIVE
AgentGood evening, you have called Brookfield Gardens. The office has closed, but I can help. What did you need?
FamilyI am ringing about my mother, Nancy. She seemed a bit down when I visited today.
AgentI am sorry to hear that, and I will make sure the right person speaks with you. Because it concerns how your mother is doing, I would like to put you through to the registered nurse on duty now rather than take a message. Would that be alright?
FamilyYes please, that would be good.
AgentCan I confirm your name and relationship to Nancy, so the nurse has it before she picks up?
FamilyIt is Rachel, her daughter.
AgentThank you Rachel. Putting you through now. I have logged that you called and what it was about, for the care team tomorrow.
What happened on a Sunday evening
- Answered on the first ring, with no hold and no voicemail
- Recognised as a wellbeing concern and escalated to the nurse on duty
- Caller identity and relationship passed ahead of the transfer
- Contact logged against the resident's file for the care team
The number nobody tracks
Almost every complaint starts with an unanswered phone call
Families rarely complain about care they can ask about. They complain when nobody picked up, when nobody rang back, and when they had to explain themselves three times.
1Worry escalates when it cannot be answered. A question that takes ninety seconds becomes a formal complaint if it takes three days and four calls.
2Staff should be with residents, not on hold. Every minute a carer spends on a routine enquiry is a minute away from the person they are employed to look after.
3Reputation in aged care is word of mouth. Families talk to each other and to prospective families. Responsiveness is what they talk about.
Family contact, per weekIllustrative. Put your own numbers in.
Calls to the home260
Answered by a person168
Rang out or abandoned92
Share needing an answerx 0.60
Family calls that reached nobody55
Staff time per callback and follow up$34
Lost per week$1,870
Lost per year$97,240
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. The cost of one avoidable complaint investigation dwarfs the whole figure.
One number, the right person every time
A worried family and a delivery driver should not get the same greeting
Publish one number. Behind it, wellbeing calls reach clinical staff immediately, general enquiries are handled without pulling a carer away, and nothing rings out.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Family calls cluster on evenings, weekends and every winter
Aged care call volume peaks precisely when administrative staff are not rostered. Evenings, Sundays, and the whole winter season when families worry more and there is more to worry about.
An AI agent covers all of it. It answers immediately, handles the routine, escalates the clinical, and means no family concludes that nobody at your home would pick up.
Inbound calls across a year in aged careshape, not scale
What your staff can realistically answer Overflow the AI agent picks up
Illustrative shape based on a typical Australian aged care year. Your own curve depends on your resident mix.
It plugs into what you already run
Your phone should know which resident is being asked about
VOCPhone connects to more than a thousand apps and offers open APIs, so a call arrives with a family member attached to it rather than just a number.
SalesforceHubSpotZohoXeroMondayGoogle WorkspaceMicrosoft 365SlackOpen APIs for the rest
Screen pops before you say hello
The caller's name, their history and their open resident record appear as it rings, so you open with their name instead of asking who is calling.
Click to call from the record
Ring a family member straight from your care management system without typing a number, and every call logs itself against the right file.
Notes that write themselves
Recording, transcript, AI summary and next action land in your CRM. Untimed HD video for up to 30 people is included when a call needs faces.
Why VOCPhone
One provider, one network, one bill
Most providers sell you a phone system that runs on infrastructure they rent. We built ours, which changes what we can promise.
We own the network
Not a reseller reselling somebody else's switch. VOCPhone owns and operates its own Australian network, which is why we can guarantee 99.99% uptime and fix things ourselves.
AI phone agents that sound Australian
Inbound and outbound agents trained on your business. They answer, qualify, book and escalate, in a genuine Australian accent, at any hour.
Desk, desktop and pocket
Apps for Windows, Mac, iOS and Android, plus certified desk and cordless handsets. Untimed HD video for up to 30 people comes with it.
Australian, and answerable
Australian owned, Australian hosted, 24/7 human support, 15+ years in this market, and a price-match guarantee if you find better.
Straight answers
The questions aged care providers ask us first
Will families accept talking to an AI?
They accept it far better than a voicemail, which is the honest comparison. It is warm, unhurried and Australian, and it never sounds rushed because it is mid handover.
The important design choice is that it does not try to be a carer. It identifies what the call is about in one question and, for anything about a resident's wellbeing, puts the family through to a person immediately.
Will it ever discuss a resident's health?
No, and we configure it not to. Anything about a resident's condition, medication, incidents or care plan goes to a registered nurse or the appropriate staff member. Its job is to get the family to the right person quickly and make sure the contact is recorded.
It handles the genuinely routine load: visiting arrangements, meal times, services, accounts and directions.
Does it help with complaints and record keeping?
Substantially. Every call is recorded, transcribed and summarised, so what was asked and what was promised exists as a record rather than two conflicting memories.
Providers tell us this changes the tone of difficult conversations. You control retention and access, and it stays on our Australian network.
What happens when the AI cannot help?
It hands over, and you decide where. Anything about a resident's health, any incident, and any complaint can go to a person, a queue, or a manager's mobile.
The caller does not repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours it takes the details, texts a confirmation and queues the callback.
What difference does owning the network actually make?
Most providers resell somebody else's switch, which means when something breaks they raise a ticket with a wholesaler and wait, exactly like you would. VOCPhone built and runs its own Australian network, so we fix it ourselves.
It is also why we can put a number on uptime and offer a price match. There is no reseller margin stacked in the middle of your bill.
We run more than one home. Does that work?
That is where it earns its keep. Advertise one number and we route behind it by home, by time of day and by queue, with overflow so a call at a flat out home rings somewhere quieter.
Each home can keep its own greeting and direct number. Reporting rolls up across all of them.
Do we have to change our phone number?
No. Number portability is standard, including 1300 and 1800, so the number on your published number, your brochures and your directory listings stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app works over 4G and 5G, so your people answer on their handsets while a site connection is down, and flows can divert to mobiles automatically.
We also supply NBN, so the connection and the phone system can come from one provider on one bill. When it is all ours, there is nobody to point at.
Voice over Cloud
No family should ever conclude that nobody would pick up
Book fifteen minutes. Show us how family calls reach your home today, and we will show you the version where care staff stay with residents and nobody rings out.
1300 663 222 · vocphone.com · Australian owned and operated