When an emergency happens in a care home, whether it’s a fall, a sudden illness, or a security concern, every second counts. The speed and accuracy of communication can determine how quickly help arrives and how well staff respond. Yet, many care homes still rely on outdated phone systems that leave calls bouncing between desks, getting stuck in queues, or, worse, going unanswered.
Cloud-hosted phone systems change this. By running over the internet, they allow care homes to design intelligent call-routing processes that make sure emergency calls reach the right person at the right time. For residents, this means faster help. For staff, it means greater confidence that no call will be missed.
So, how exactly do cloud-hosted systems improve emergency call routing in care homes?
Key Takeaways
- Cloud-hosted systems use smart routing features like hunt groups and call forwarding to ensure emergency calls are answered quickly.
- Calls can be directed to multiple devices, including mobiles, so staff respond no matter where they are.
- Managers gain visibility and control, improving oversight and reducing risks during critical moments.
The Foundation: Why Emergency Call Routing Matters
Emergency calls in care homes are different from everyday communication. They’re urgent, often life-critical, and they demand a reliable system. Traditional landline-based systems create risks:
- Single Points of Failure: If reception is busy, calls may be missed.
- Limited Lines: Only one call per line, leading to bottlenecks.
- No Mobility: Calls only ring at fixed desks or handsets.
In a care setting, these limitations can delay response and increase anxiety for residents and families. Cloud-hosted systems, by contrast, are built for flexibility and reliability.
Smart Call Routing Features
Hunt Groups
Hunt groups allow incoming calls to ring multiple phones simultaneously until someone answers. In emergencies, this ensures calls don’t get stuck at reception.
- Nurses’ Stations: Calls can ring across multiple stations at once.
- Carer Devices: Mobile phones or tablets receive the same call.
- Shift Coverage: Staff on duty are always in the loop.
One care home reported a significant drop in missed emergency calls after introducing hunt groups, as staff could answer from wherever they were in the building.
Call Forwarding
Call forwarding automatically routes calls to another device or person if the first isn’t available.
- Reception Overflow: If reception is busy, calls can move instantly to on-call carers.
- Out-of-Hours Support: Emergency calls can forward to managers’ mobiles at night.
- Failover Routing: Calls divert to backup numbers in case of outages.
This means no matter the time of day or situation, emergencies never go unanswered.
Integration with Mobile Devices
Care homes are highly mobile environments. Staff rarely stay at desks, so routing emergency calls to mobiles or VoIP-enabled handsets ensures they’re always reachable.
- On-the-Go Response: Carers can answer calls wherever they are.
- Seamless Switching: Calls can move between devices without dropping.
- Greater Flexibility: Managers can oversee emergencies even if off-site.
In one example, a night shift carer answered an emergency call directly on their smartphone through the cloud system, cutting response time by minutes compared to the old setup.
Oversight and Management
Cloud-hosted systems give managers visibility over how emergency calls are handled.
- Call Logs: Detailed records show when calls came in and how they were answered.
- Real-Time Monitoring: Supervisors can listen in or join calls when escalation is needed.
- Performance Reports: Data highlights trends and supports staff training.
This oversight ensures accountability and helps managers refine processes to improve response times.
Reducing Risks Through Reliability
Emergency communication must be resilient. Cloud-hosted systems provide built-in safeguards that reduce the risk of downtime.
- Multiple Routing Options: Calls can be rerouted automatically during outages.
- Cloud hosting: Even if an on-site phone box fails, a cloud-hosted system can still route calls to mobiles, softphones or other sites where there is power and connectivity.
- Failover Integration: Calls divert to mobiles or backup connections seamlessly.
Compared to traditional systems, this resilience offers far greater protection for residents who depend on timely emergency care.
Addressing Common Concerns
Care homes sometimes worry that advanced call-routing systems will be too complex for staff. In reality, the setup is handled by the provider, and staff only see the benefits.
- Simple Interfaces: Phones work like standard handsets, with added reliability.
- Minimal Training: Staff only need to learn basic features.
- Provider Support: Adjustments can be made remotely without engineers on-site.
circle.cloud offers hosted phone systems tailored for care homes, with emergency call-routing features built in, ensuring safety without added complexity.
Preparing for the Future of Emergency Communication
With the PSTN switch-off in 2025, care homes will need to adopt digital phone systems. Choosing cloud-hosted platforms now ensures homes not only stay compliant but also gain access to modern features that support emergency preparedness.
As technology advances, emergency call routing will integrate with telehealth, IoT devices, and smart monitoring systems, creating even faster, smarter responses to resident needs.
Conclusion
Emergency calls are too important to leave to chance. Cloud-hosted phone systems improve routing by using hunt groups, call forwarding, mobile integration, and management oversight to ensure no call goes unanswered. For care homes, this translates into safer residents, more confident staff, and greater trust from families.
At circle.cloud, we provide hosted phone systems designed specifically for care environments, with emergency call-routing features that deliver peace of mind. Learn more here: Care Homes Phone System.
Reach out to us: How confident are you in your current emergency call routing, and what would you like to improve?
FAQs
What is emergency call routing in care homes?
It’s the process of directing urgent calls to the right staff quickly, often using features like hunt groups and call forwarding.
Can cloud-hosted systems route calls to mobiles?
Yes. Staff can receive emergency calls on mobiles, tablets, or VoIP-enabled devices anywhere in the building.
Is training required to use these systems?
Very little. Hosted systems are designed to be intuitive, and staff adapt quickly with minimal guidance.