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We Mystery Shopped 200 Care Homes. Here’s What We Found.
Over the past few months, we mystery shopped more than 200 care homes across the UK.
What we found surprised us.
1 in 10 calls weren’t answered.
And around a third of the calls we made didn’t give families enough information to confidently take the next step.
Now pause for a moment.
Each private-pay enquiry is worth, on average, £60,000.
That means after investing in marketing, building trust online, creating content, improving SEO, running ads — after doing everything right to get a family to pick up the phone — the opportunity can still be lost in the first conversation.
That’s a problem.
The Moment That Matters Most
When a family calls a care home, they’re not casually browsing.
They’re often stressed. Emotional. Under pressure. Trying to make one of the most important decisions of their lives.
If the phone isn’t answered, or the conversation lacks clarity, reassurance or direction, they don’t usually complain.
They move on.
And they call the next home.
That’s why we created Care Launch Enquiry Management.
Not a Call Centre. An Extension of Your Team.
This isn’t a scripted, outsourced call handling service.
We work as an extension of your team.
We take the time to properly understand each home (your values, your services, your availability, your tone, your people) so families feel like they’re speaking to someone who truly understands the care you provide.
We respond quickly, because families don’t have time to wait for call backs.
We guide conversations with empathy and reassurance.
And we manage follow-up consistently, because conversion doesn’t happen by accident.
It happens through trust.
Why We Built This
For a long time, we’ve helped care providers increase visibility and generate enquiries.
But we kept asking ourselves a bigger question:
What happens after the phone rings?
If we’re serious about helping providers increase occupancy, we can’t stop at generating leads. We have to care about what happens next.
With the launch of Care Launch Enquiry Management, we now support providers end-to-end - from visibility, to enquiry, to move-in.
And we don’t tie you into long-term contracts.
Because trust works both ways.
If the service delivers, you’ll stay. If it doesn’t, you shouldn’t.
The Real Outcome
Better conversations.
Stronger trust.
More private-pay move-ins.
If you’d like to understand how your current enquiry handling compares (or how we could support your team) we can begin within a week.
Because when a family finally picks up the phone, that moment deserves to be handled properly.
