Now taking pilot partners
The welfare check after a cold night. The call on someone's first day home from hospital. The "did your carer turn up?" that gets pushed to tomorrow. PriorityLine makes those calls in your agency's name, asks the questions you agreed, and writes every answer into the client's record.
Your coordinators know who should be called this week. The woman who lives alone. The man who came home from hospital on Tuesday. The client whose visit was missed this morning.
Then the phone rings, a carer calls in sick, and the list moves to tomorrow. Nobody chose that. It is what happens when the office has to answer the phone and make the calls with the same people.
And the calls that are made leave a line in a notebook, if that. When someone asks what you knew and when, a notebook line does not help much.
PriorityLine rings your clients at the times you set. It introduces itself by your agency's name, gives a recording notice, and checks it is speaking to the right person before it says anything about their care.
Then it asks the questions you agreed, in plain language, at the client's pace. If something is wrong, it does not wait for the end of the call. It acts on it during the call.
It is the same idea as our inbound service, turned around. Inbound answers the calls that come in. Outbound makes the calls that should go out.
Each call becomes a record in the client's file. What was asked, what they said in their own words, what was flagged, who was told and what happened next.
In the pilot, the record is searchable by client, date, call type or concern, and we export it for you as evidence for CQC, including the calls that did not connect and the concerns still open. A pack that only shows the good calls is not evidence. Ours shows the misses too.
01
A scheduled call to see how someone is between visits, or a quick "are you safe right now?" after a cold snap, a gap in contact or a worry from a relative. Falls, eating, mood, carer visits. Scored the same way each time, so you can see a change before it becomes a crisis.
02
A visit did not happen. While you find cover, PriorityLine rings the client to check they are safe, have eaten and are not left without help. It passes on your message word for word and never guesses a new time.
03
A call in the days after discharge. Is the care package running? Has the equipment arrived? Are they managing? Anything worrying goes straight to the person you name. Runs only with your clinical lead's sign-off.
04
The evening after the first visit. Did the carer come? Did they do what was agreed? Does the client know who to call? Small problems on day one are cheap to fix.
05
Reads back the appointment exactly as your coordinator entered it: date, time, place. If the client says the details are wrong, the office is told to check. It never argues and never fills a gap.
06
Your regular satisfaction survey, done by phone instead of a form nobody returns. Low scores and complaints go to your quality lead, in the client's own words.
07
The client rang about a problem last week. PriorityLine calls back to ask whether it was sorted. It only talks about what the client raised themselves, and only says what your office has cleared it to say.
1
Your coordinator schedules it.
Pick the client, the call type and the time window, and enter the facts the call needs, such as the missed visit or the appointment details. If a required fact is missing, the call does not go out.
2
It calls in your name.
Your agency's name, a recording notice, then an identity check before anything about care is said. If someone else answers, it does not share a single care detail.
3
It asks, and acts during the call.
It works through the questions your registered manager signed off. If it hears an emergency, it tells the client to dial 999 and alerts your office straight away. A safeguarding concern goes to your safeguarding lead the same day. Anything else that needs a person goes to the office for a call back.
4
The record lands in the client's file.
Answers, flags and actions are written up as the call ends. Your team reviews and closes each concern with an outcome.
It never claims to be a person. Ask it, and it says it is an automated assistant calling from your agency.
It gives no medical advice. It never advises on tablets, doses or treatment. It tells the client to call 999 or NHS 111 where that is right, and tells your office.
It shares no care detail before identity is confirmed. Identity is checked against your records without being read back. Voicemail messages give your agency's name and a call-back number, nothing else.
It does not invent. It cannot see your rota, so it never promises a visit time. It says only what your coordinator entered.
It does not transfer calls yet. If a client wants to speak to someone, it arranges a call back. Urgent concerns go straight to a named person at your agency.
"Stop calling me" means stop. One request ends every outbound call to that client.
Nothing goes live without your sign-off. Your registered manager approves the questions and the escalation rules before the first real call.
We are taking a small number of homecare agencies as pilot partners. The terms are simple.
At the end you get those four numbers with the misses included, and you decide what happens next. We will not tell you what it saves before we have measured it with you.
Book thirty minutes. Tell us which calls slip first, and we will tell you honestly whether a pilot makes sense.