Top Tips to Improve Your Enquiry Handling!

We want to help you ensure that you’re getting the most out of your partnership with Lottie!

Lottie’s data suggests calls lasting 7-12 minutes are more likely to lead to admissions.

Here are our recommendations to get full benefit from of those initial calls from care-seekers:

Ask for the Care-Seeker’s Details

• Name
• Email address and phone number
• Prospective resident’s name and age
• Prospective resident’s current location (e.g. hospital, home)
• Preferred residency type (e.g. permanent, respite)
  
  

Ask for more information about the Prospective Resident

• Care type required? (e.g. nursing, residential, dementia)
• Do they require specialist care? (e.g. diabetes, mental health, EMI dementia)
• Do they require mobility aids?
• Inquire about any continence and medication
• Do they have any hobbies? (e.g. gardening, sewing, cooking)
• Do they have any dietary requirements? (e.g. gluten free, halal)
  
  

Ask more information about the Prospective Resident’s Funding

• What is their funding type? (e.g. private, local authority, NHS)
• If local authority funding, do they have a top-up?
• Local authority, NHS Applications / Involvement?
• What is their weekly budget?
  
  

Finally… Include a Call to Action!

• What date would they like their care to start?
• Recommend the care-seeker comes to view the home
• Ask how the care-seeker prefers to be contacted (e.g. phone, email) and offer to schedule a call-back
• If they don’t want a call back, offer to send a brochure to their home
  
  

To support call handlers at your care home(s) with improving handling of enquiries, we’ve put together a checklist of recommendations! Please feel free to download this and share it with you homes! 

We also have a handy video developed with our Care Experts, highlighting more of their tips for how you can support care-seekers that enquire at your homes