For busy Domiciliary care providers

Call handling for Domiciliary care providers, without losing focus on the job.

A first call about care at home can be practical, emotional and deeply personal. Ziverly can offer a patient welcome, gather only the information you decide is appropriate and help an authorised member of your team return to the family with context, without attempting clinical triage, a safeguarding judgement or a promise of care.

See what could help Try your own numbers

A familiar moment

A daughter calls during an already difficult week

She wants to understand whether support at home might be possible for her parent, but she does not yet know the right terminology or schedule. While your coordinator is supporting existing visits, Ziverly records her relationship to the person, the broad kind of help being sought, location, preferred contact time and whether she says there is an immediate emergency. It avoids unnecessary health detail and follows your approved emergency route where needed.

The useful handover

Enough context to respond properly.

The aim is to welcome the caller, gather the details you decide matter and keep the same enquiry easy to follow until the work is resolved.

  • Who is calling and how to reach them.
  • What they need help with and where.
  • What should happen next, without inventing a response time.

Where the pressure tends to gather

Make space for the work without leaving the caller in the dark.

Think about the calls that interrupt you most often. Ziverly can follow the questions and boundaries you choose, then leave the details ready for your judgement.

People may not know what to ask for

Families often begin with a change they have noticed rather than a defined package of care.

Sensitive information needs restraint

A useful first contact does not require a long medical history or more personal detail than your process needs.

Availability cannot be assumed

Location, assessed needs, staffing, regulation and safe planning all matter before support can be offered.

What a better handover can change

Less interruption now, a clearer thread afterwards.

A calmer first conversation

Let the caller explain the broad situation in their own words and understand who from your team may speak with them next.

Minimum necessary information

Use carefully chosen questions about relationship, location, general support and contact preferences rather than collecting a clinical history.

Authorised follow-up

Keep sensitive call details and Owner Voice Access within the privacy and permissions your organisation requires.

Hope, The Encourager
Available in Ziverly

Hope, The Encourager

For someone looking for domiciliary care, a warm acknowledgement can reassure them that their enquiry has been heard, even when you cannot answer immediately.

Before, during and after the call

From first ring to finished follow-up.

Ziverly can do more than take a message. You stay in control of when it answers, how you hear about each call and what context is available if the customer rings again.

  1. You decide which calls reach Ziverly.

    Use the call-diversion options supported by your mobile or landline service, such as no reply, unreachable, busy or rejected. Turn them off again whenever you want to answer normally, or use cover for evenings, weekends, holidays and unexpected time away.

  2. Your call details meet you where you are.

    Choose email or SMS alerts where enabled, then open Ziverly to review the summary, transcript, recording where available, status and priority.

    See who is calling, their relationship to the person needing support, the broad request, location and preferred contact time without relying on an intrusive first-call history.

  3. The next conversation starts further forwards.

    Add an AI-facing note when you want Ziverly to have more context if the same known caller rings again. Separate private notes stay private.

    Add the time an authorised coordinator hopes to call, the next assessment step or one further appropriate question, so Ziverly can acknowledge the position if the caller rings again.

  4. Open calls do not have to rely on memory.

    Choose a daily or weekly email summary of calls still waiting for attention, at the time that best fits your working day.

  5. You can check in by phone, too.

    With Owner Voice Access enabled, call your own Ziverly number, verify your PIN and manage the calls you are allowed to see.

    Authorised owners can hear which initial care enquiries remain open and update their status or priority by phone, subject to the privacy permissions you set.

Use your own numbers

What might unanswered calls represent for your business?

Enter figures from your own recent calls to put the possible value of unanswered enquiries into context.

The result is an illustration based only on what you enter. It is not a forecast, a promise that Ziverly will recover the work or a reason to accept an unsuitable job.

Enquiries represented by your figures 0 Monthly work value represented £0

This simple multiplication does not account for timing, capacity, costs, cancellations, repeat work or whether another response would have changed the outcome.

Useful boundaries for call handling

Let Ziverly gather details without overstepping your expertise.

Personal-care providers must register with the relevant national care regulator: CQC in England, Care Inspectorate in Scotland, CIW in Wales or RQIA in Northern Ireland.

You remain responsible for the advice you give, the work you accept and the safety, eligibility and professional checks your business requires.

A few practical questions

What would you want to know before starting?

Use these answers to decide where Ziverly could help and where the conversation should always return to you.

Can Ziverly assess a person's care needs?

No. Ziverly can welcome the caller and gather limited introductory context; assessment and care decisions remain with appropriately qualified and authorised people.

What happens if the caller describes an immediate emergency?

Ziverly should present the emergency wording and official route you approve straight away. It must not attempt clinical triage or leave an immediate emergency in an ordinary enquiry queue.

Can Ziverly confirm that care can start?

No. It can explain your enquiry process and record hoped-for timing, but your registered service confirms suitability, capacity and any start arrangement.

Try the smallest useful version

Begin with the calls that interrupt your working day most often.

Choose what Ziverly should know, what it should never promise and which details make a follow-up genuinely useful. Creating an account is free, so you can look around before deciding when you want Ziverly to handle a call.

No monthly or annual plan is required and there is no fixed-term commitment. Add pay-as-you-go credit only when you are ready to use it.

Create your free account Talk it through Back to Care, wellbeing & home visits