"Is Maria still coming at nine?" answered
The most common call to a home care office is a family checking on tomorrow's visit. It's answered from the same schedule your coordinators use, and a parent left waiting is put through to a person.
A client or family member calls about a visit: who, when, or a change.
Reads the visit schedule, confirms the caregiver and time, logs changes, transfers missed visits.
Changes on the schedule, and the coordinator on the line only when a visit is missed.
How it works
- Finds the client
By the caller's number, or the client's name and address. It only talks about visits with the people listed on the file.
- Gives the visit
Who is coming, the time window, and whether the caregiver has checked in on the visit, from the schedule itself.
- Takes the change
Cancel Tuesday because of a specialist appointment, move Friday to the afternoon. Logged for scheduling, with the reason.
- Catches the missed visit
If the caregiver hasn't checked in and the parent is alone or waiting, it warm-transfers to the scheduling coordinator with a short summary.
- Sends health worries on
A fall, new confusion or a missed medication goes to the nursing supervisor. Anyone hurt or in danger is told to call 911.
- Confirms by text
The family gets the visit time or the change in writing, so nobody has to remember the call.
Example call
- CustomerHi, is Maria still coming to my dad's at nine tomorrow? He keeps asking.
- AI agentHi, this is Emma at Grand River Home Care. Is this for Mr. Dubois on Elm Street?
- CustomerThat's him.
- AI agentYes, Maria is booked from 9 to 11 tomorrow morning, for his bath and breakfast. Anything you'd like her to know?
- CustomerActually, can she stay till 11:30? He has a physio call at 11.
- AI agentI'll send that to scheduling as a request to extend to 11:30, and they'll confirm with you by text this afternoon. I'll also text you tomorrow's time now.
After the call: Scheduling has a request to extend Mr. Dubois's visit to 11:30 for a physio call, and the son has a text with Maria's name and the 9 o'clock time.
What your team gets
- Fewer "is she coming?" calls on coordinators' phones
- Cancellations and time changes logged on the schedule with the reason
- Missed visits put through to scheduling while the parent is still waiting
- Health concerns sent to the nursing supervisor
- Visit times confirmed to families by text
Questions
Will it guess when a late caregiver will arrive?
No. It says whether they've checked in. If they haven't and the client is waiting, it gets a coordinator on the line.
Can anyone call and ask about a client?
Only contacts named on the client's file. Anyone else is offered a message for the coordinator.
Does it work at night?
Yes. Routine changes wait for the morning team. Missed visits and safety concerns go to your on-call coordinator.
Hear it on your phone
Request a demo call and the agent phones you, set up for home care like yours.