Care homes and home care agencies receive calls at every hour — a family concerned about a loved one's welfare, an assessment enquiry from a social worker, a carer calling about a client. Voicemail is not acceptable when someone's wellbeing is at stake. ForgeMason answers every call, assesses urgency, escalates immediately when required, and ensures no family is left waiting on hold or listening to an engaged tone when they most need to get through.
Every call answered immediately — no voicemail, no engaged tone. Families and professionals get through every time.
Urgent welfare concern, assessment enquiry, family update request, or carer coordination — identified from the first exchange.
Calls flagged as urgent are escalated immediately to the on-call manager. Non-urgent calls are handled and logged for callback.
New placement enquiries — type of care needed, current situation, location preference, contact details — all captured and structured.
Full call summary sent to the care manager. They have context before making a callback, making every conversation more effective.
Welfare concern calls escalated immediately to on-call staff. The family stays on the line if needed. No urgent call goes unhandled.
Care doesn't stop at 5pm. Families can reach someone at 2am, on Christmas Day, on bank holidays. Always answered.
New placement enquiries captured with full context — care type, current situation, urgency. Manager receives a structured brief.
Routine family enquiries handled with care. Update requests, visiting times, general queries — answered without tying up staff.
Call handling configured to CQC and UK GDPR standards. No personal care data stored outside approved systems.
Home care agencies: carer check-in calls, rota queries and client updates routed correctly without blocking the main office line.
Price-Beat Promise. Found a like-for-like service cheaper in Somerset or Dorset? We'll beat it.
Free 20-minute call. We'll show you how ForgeMason handles urgent calls, assessment enquiries and family communication around the clock.