Industries / Nursing homes
Uniden Voice for Nursing homes
A family ringing about their mother should never reach a voicemail.
Aged care runs on trust, and trust is built or destroyed by how a phone call is handled. Families ring worried. Staff are with residents. Between those two facts sits every complaint you have ever received.
Answers 24/7Genuine Australian voicesKeep your numberOne home or a group
Every evening
Your homeSun 6:30pm
Registered nurse with a residentCannot and should not be interrupted.With a resident
Daughter calling about her motherWorried, and it is her third attempt.15s34s52s70sMissed
Family confirming a visit tomorrowSimple question, nobody free.06s14s22s31sMissed
One resident cared for. Two families left worrying.
The bit nobody counts
Almost every complaint starts with an unanswered phone call
Families rarely complain about care they can ask about. They complain when nobody picked up, when nobody rang back, and when they had to explain themselves three times.
1Worry escalates when it cannot be answered. A question that takes ninety seconds becomes a formal complaint if it takes three days and four calls.
2Staff should be with residents, not on hold. Every minute a carer spends handling a routine phone enquiry is a minute away from the person they are employed to look after.
3Reputation in aged care is entirely word of mouth. Families talk to each other and to prospective families. Responsiveness is the thing they talk about.
UNIDEN VOICE · FAMILY CONTACT LEDGER
Illustrative only. Put your own numbers in.
Calls to the home, per week260
Answered by a person168
Rang out or abandoned92
Share of those who were
a family needing an answerx 0.60
Family calls that did not reach anyone55
Staff time per callback and follow up$34
COST PER WEEK$1,870
COST PER YEAR$97,240
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
The cost of one avoidable complaint investigation dwarfs the whole figure.
The arithmetic is the point, not our example.
The cost of one avoidable complaint investigation dwarfs the whole figure.
Six things every home says out loud
You have said at least four of these this month
These are not phone problems. They are family trust problems that arrive down a phone line.
01
Care staff are not phone staff
The people families want to speak to are the people who cannot stop what they are doing. Asking a carer to also be reception serves nobody.
The agent handles routine calls so care staff stay with residents.
02
Evenings and weekends are when families ring
Families call after work and on Sundays, which is exactly when your administrative staff are not there.
The agent covers every hour the office does not.
03
Most calls are visiting and general enquiries
Visiting hours, what to bring, how to arrange a haircut, what time dinner is. Important to the family, routine for you.
Answered instantly, from what you have told the agent about your home.
04
Clinical questions must reach a nurse quickly
A family asking about medication or a fall needs a registered nurse, not a message taken by whoever was closest.
Priority routing straight to the clinical team, with context attached.
05
Nobody remembers what was promised
"Someone said they would call me back" is the beginning of most complaints, and there is no record either way.
Every call recorded, transcribed and summarised against the resident's file.
06
Prospective families ring once
An enquiry about a vacancy is a significant admission. If it goes to voicemail, they visit somewhere else.
Enquiries answered warmly and booked in for a tour, at any hour.
Watch one of them get answered
8:15pm on a Sunday. The office is closed. The family is not left worrying.
This is the call that used to ring out into an empty office. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your home.
It sounds like it is from here. Genuine Australian voices, warm and unhurried, not a call centre accent.
It knows your home. Visiting arrangements, meal times, services, what to bring, and who to speak to about what.
It never discusses clinical detail. Anything about a resident's health or care goes straight to a registered nurse.
It records what was promised. So "someone said they would call me back" stops being an argument.
Uniden Voice AI Agent Live on line 100:44
AgentGood evening, you have called Brookfield Gardens. The office has closed for the day, but I can help. What did you need?
FamilyI am ringing about my mother, Nancy. She seemed a bit down when I visited today and I wanted to talk to someone.
AgentI am sorry to hear that, and I will make sure the right person speaks with you. Because it concerns how your mother is doing, I would like to put you through to the registered nurse on duty now rather than take a message. Would that be alright?
FamilyYes please, that would be good.
AgentCan I confirm your name and your relationship to Nancy, so the nurse has it before she picks up?
FamilyIt is Rachel, her daughter.
AgentThank you Rachel. Putting you through to the nurse on duty now. I have also logged that you called and what it was about, so it is on the record for the care team tomorrow.
What happened on a Sunday evening
- Answered on the first ring, with no hold and no voicemail
- Recognised as a wellbeing concern and escalated to the nurse on duty
- Caller identity and relationship passed ahead of the transfer
- Contact logged against the resident's file for the care team
One number, the right person every time
A worried family and a delivery driver should not get the same greeting
Publish one number. Behind it, wellbeing calls reach clinical staff immediately, general enquiries are handled without pulling a carer away, and nothing rings out.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Family calls cluster on evenings, weekends and every winter
Aged care call volume peaks precisely when administrative staff are not rostered. Evenings, Sundays, and the whole winter season when families worry more and there is more to worry about.
An AI agent covers all of it. It answers immediately, handles the routine, escalates the clinical, and means no family ever concludes that nobody at your home was willing to pick up the phone.
Inbound calls across a year in aged careshape, not scale
What your staff can realistically answer Overflow the AI agent picks up
Illustrative shape based on a typical Australian aged care year. Your own curve depends on your resident mix.
It plugs into what you already run
Your phone should know which resident is being asked about
Uniden Voice connects to more than a thousand apps and offers open APIs, so a family call can arrive already associated with the right resident and the right care team.
SalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The caller's name, their history and their open resident record appear on the handset or in the app as it rings, so the first thing out of your mouth is their name and not "who am I speaking with".
02 · DURING THE CALL
Click to call from anywhere
Ring a family member straight from the record in your care management system, without ever typing a number. Fewer wrong numbers, and every call logged against the right file automatically.
03 · AFTER THE CALL
Notes that write themselves
Recording, transcript, AI summary and the next action land in your CRM or your shared drive. Nobody has to remember what was promised on a Friday afternoon.
Why Uniden, and not the other twelve
An Australian platform for the most trust sensitive calls in the country
Families are handing you the care of someone they love. Very few platforms keep those conversations onshore end to end, and almost none are backed by a brand Australians have known since 1966.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Onshore, and that matters here
Calls, recordings and transcripts stay in Australian datacentres, on an Australian owned platform, supported by Australians. Conversations about residents never leave the country.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions aged care providers ask us first
Will families accept talking to an AI?
They accept it far better than a voicemail, which is the honest comparison. The agent is warm, unhurried and Australian, and it never sounds rushed because it is mid handover.
The important design choice is that it does not try to be a carer. It identifies what the call is about in one question and, for anything to do with a resident's wellbeing, puts the family through to a person immediately rather than taking a message.
Will it ever discuss a resident's health?
No, and we configure it not to. Anything about a resident's condition, medication, incidents or care plan goes to a registered nurse or the appropriate staff member. The agent's job is to get the family to the right person quickly and to make sure the contact is recorded.
It handles the genuinely routine load, which is visiting arrangements, meal times, services, accounts and directions.
Does it help with complaints and record keeping?
Substantially. Every call is recorded, transcribed and summarised, so what was asked and what was promised exists as a record rather than as two conflicting memories.
Providers tell us this changes the tone of difficult conversations, because the facts of who called and when are no longer in dispute. You control retention and access, and everything stays onshore.
What happens when the AI cannot help?
It hands over, and you decide where. Anything about a resident's health, any incident, and any complaint can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
We run more than one home. Does it handle that?
That is where it earns its keep. You advertise one number and we route behind it: by home, by time of day, by queue, with overflow so a call at a flat out home rings somewhere quieter instead of ringing out.
Each home can keep its own greeting and its own direct number as well. Reporting rolls up across all of them, so you can finally compare how each one handles its phone.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on your published number, your brochures and your directory listings and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. Families never find your home unreachable during a changeover.
Now You're Talking
No family should ever conclude that nobody would pick up
Book fifteen minutes. Show us how family calls reach your home today, and we will show you the version where care staff stay with residents and nobody rings out.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com