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Virtual Reception

Call Handling

A seamless, proactive and reactive telephone call handling service for aged care facilities, that is available both in and out of hours, and including holidays.  

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Exceptional Telephone Support, 24/7

Consistently high service levels and exceptional consumer care can be hard to achieve in a large organisation.  Our team makes this a breeze.  We use the latest in call centre system software and highly trained Australian-based call handlers to deliver a 5-star service across your business 24/7.  Consider the amount of time spent by nurses and managers answering resident family calls.  

We can free up this time for frontline care while ensuring no call goes unanswered and all calls are dealt with professionally and in the most efficient way.  No installation of system changes are required, and our flexible service means you can switch call support on and off according to your agreed plan.

Click on the ‘Learn More’ button for further information about our telephone support service plans. a

Telephone Triage Service

Telephone Triage Service Plan

Our comprehensive Telephone Triage and Answerphone Services reduces the risk of important calls being missed. 

During agreed hours, our dedicated team manages your central phone line, handling inquiries, gathering information, and categorising each call to determine the next steps.  Urgent matters are promptly escalated and acted upon according to your agreed action plan. 

Meanwhile, non-urgent inquiries are efficiently compiled and emailed to the appropriate staff member for action at their convenience. 

With our integrated Telephone Triage and Answerphone Service, every call is handled promptly, professionally, and according to your agreed plan ensuring resident families feel heard. 

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Emergency Response Service

Emergency Response Service Plan

In an emergency situation speed is key.  Our telephone support Emergency Response Service plan allows your facility to quickly and professionally make contact with your residents and their families, to connect, reassure, and inform them. 

In the event of a rule change or an outbreak, we can be live on the phone and contacting people within an hour of an incident being reported.  We find a phone call works much better than an email, particularly when the rule change or incident has a significant impact.  

This has proven to be an effective way to generate goodwill and provide reassurance to concerned residents and their families.

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Wellness Check
Service

Wellness Check Service Plan

At True Potential Care, we provide a Wellness Check Service plan where our dedicated team take a proactive approach by reaching out to your residents on a regular basis to conduct wellness checks.  These calls are designed to prioritise the wellbeing of each resident, ensuring that their physical and emotional needs are met.

During these conversations, we listen attentively, address any concerns they may have, and provide the necessary support and assistance, as per your agreed upon plan.  Our goal is to foster a sense of security, connection, and overall well-being among residents, enhancing their quality of life within the care community.

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Appointment Management Service

Appointment Management Service Plan

Our reliable team take the responsibility for managing residents' appointments,  through timely reminders, ensuring they never miss important healthcare or therapy sessions.  We can also inform them of upcoming social and recreational activities provided by your services.

By efficiently handling this process, we can free up your staff's valuable time, allowing them to focus on other essential tasks.

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Social Connect
Service

Social Connect Service Plan

Our compassionate team understands the importance of social interaction and emotional wellbeing for residents.  Through regular calls, we create meaningful connections and provide a supportive presence in their lives.  Our empathetic approach helps combat feelings of loneliness and isolation, promoting a sense of belonging and comfort.

We engage in genuine conversations, actively listening to residents' experiences and offering emotional support when needed.  By fostering social connection and providing a compassionate ear, we can work with you to enhance the overall wellbeing of your residents. 

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Customised Telephone Service

Customised Telephone Service Plan

At True Potential Care, we understand that every aged care provider has unique needs and requirements.  This is why all of our services can be tailored to your specific requirements.

Our team will work closely with you to understand your specific challenges and goals, and to develop an effective customised approach. 

With our flexible and scalable approach, we ensure that your telephone support services align perfectly with your organisation's goals and enhance the overall experience for residents, their families, and your staff. 

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Consumer care and emergency response phone services for aged care

Our friendly and professional team deliver exceptional consumer telephone care, to compliment your services and support your staff.  Call now so we can learn more about your unique requirements.

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Virtual Reception

Key Features

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Delivering consistently high service levels and exceptional consumer care around the clock to ensure every call is attended to promptly and professionally.

Utilising our team of highly trained and skilled Australian-based call handlers, we ensure all stakeholders receive a 5-star service and support.

True Potential Care uses the latest call centre system software to enhance efficiency, streamline processes, and provide seamless call handling.

With our seamless integration, we become an extension of your brand, delivering a positive and cohesive experience for  your callers.

Our comprehensive real-time reporting system captures detailed notes from each call, allowing us to promptly address inquiries, provide reassurance, and escalate matters to the necessary management based on the customised plan we have established with you.

Your dedicated Account Manager takes charge of managing the end-to-end process, providing personalised support, proactive communication, and regular updates at agreed timeframes.

A True Potential Care phone plan can free up valuable time for managers and nurses allowing staff to focus on frontline care. 

Your service plan can be seamlessly integrated into existing systems without the need for any complex installation or system changes, ensuring a hassle-free implementation process.

The True Potential phone service plans offer the flexibility to switch it on or off as needed by your organisation. 

Core
Benefits

  • Enhanced Stakeholder Care
  • Time Savings
  • Seamless Brand Integration
  • Risk Mitigation
  • Customised Solutions
  • Real-time Reporting & Insights
  • Flexibility & Scalability
  • Increased Accessibility
  • Improved Efficiency
  • Cost Savings

Our Experience

At True Potential Care

We are dedicated to providing excellent consumer care and have many years of experience delivering a variety of consumer services, market research, and call centre support to aged care providers across Australia. 

We understand the aged care industry is about families and loved ones and we reflect this in all of our conversations and within the partnerships we provide. 

How We're Different

We are powered by a team of Australian-based, engaged, people focused, customer service experts, who deliver high quality results within the timeframe required. 

Our dedicated team of callers are caring, competent and compassionate.  They genuinely enjoy speaking with people, understand the elderly, build rapport quickly, and hold the concerns of your residents and consumers, and their families in the highest regard. 

Why Clients Choose

True Potential Care

At True Potential Care, we are a leading consulting service provider for the aged care sector, partnering with providers and offering valuable and actionable data insights, inbound and outbound telephone handling services, customer care services, and benchmarking services.  

Our comprehensive and bespoke end-to-end services are tailored to meet your specific needs, integrate efficiently with workflows, and communicate effectively with stakeholders. 

Our Process

Our process begins with an enquiry and initial consultation, where we deeply understand your needs and goals.  We then propose a tailored solution and agree on the terms.  After implementation and onboarding, we provide ongoing support and continuously evaluate and improve the services to ensure they align with your evolving requirements, fostering a strong and collaborative partnership throughout the entire journey.  

Supporting You

Whether you are a resident care provider, independent living facility, home care package provider, or disability support provider, we are here to meet your unique needs and ensure that your consumers receive the highest level of care and support through our tailored telephone solutions.  

Residential
Care Providers

Independent Living
Facilities

Home Care Package Providers

Disability
Support Providers

What Our Clients Say

"I consider Chris, Jenny and the team to be true
partners at Warrigal"

Terri Watson – Customer Relations Manager, Warrigal

Case Study

Warrigal – Inspiring communities for older people

During COVID-19 one of Warrigal's key pain points was a lack of capacity to quickly form a response team, to meet the increased call volume and to promptly communicate with residents' families.

Our team were able to step in and provide outreach services as well as answering inbound calls, including out of business hours.  This worked seamlessly due to our flexibility and adaptability.  We also were able to man the administration reception over Christmas and New Year.

We built an extensive knowledge of the Warrigal service, which was beneficial for both managers and staff.  As a result, we were able to relieve the pressure of contacting families on short notice and not taking away necessary time for quality care.

“I consider Chris, Jenny and the team to be true partners of Warrigal.”  Terri Watson - Customer Relations Manager.

The feedback from families was they felt comfortable and reassured.  They welcomed a voice at the end of the phone, whether it be providing information, reassurance, or directing them to where they needed to go.

Our support came during some of the toughest times the aged care industry had ever faced and it allowed Warrigal to direct resources to other areas, knowing that their communications were in safe hands.

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Would you like to start a project with us?

If you’re looking to provide the highest level of consumer care, reach out today to see how we can support you, where and when you need it most. 

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