1 June 2026 · CareTime
At the end of every Silent Guard pilot, you receive a report.
Not a sales document. Not a pitch for the next tier. A report about your home — what your phones have been doing for the past 30 days, what that costs your team, and what it means.
Here is what is in it.
Total inbound calls over the pilot period, broken down by day and by time of day. Most managers are surprised. The number is higher than their mental model. Calls cluster at times you would expect — early morning, after lunch, early evening — but there are usually outliers. The 11pm calls. The Sunday morning spikes. The patterns that nobody noticed because the data did not exist before.
How the calls were categorised: urgent, routine, repeat, noise. Noise includes sales calls, wrong numbers, automated callers, and silent calls. In most care homes, somewhere between 35% and 55% of inbound calls fall into this category. Those are calls that currently reach your team and require a response — however brief — before they can be dismissed.
Any call that Silent Guard flagged as potentially urgent — a caller who sounded distressed, confused, or escalating — is listed with timestamp and a brief note on why it was flagged. This is the section that tends to stop managers mid-read.
Based on call volume and average handle time, the report calculates an estimated number of hours spent on inbound calls during the pilot period — and extrapolates to annual. It also provides a senior carer cost equivalent at current hourly rates. This is a conservative estimate. It does not include interruption recovery time, which research consistently puts at around 23 minutes per distraction.
Callers who contacted the home more than three times in 30 days are flagged. Most homes have three or four. They are not necessarily problems — some are regular family members in a routine. Some are individuals who may benefit from a different kind of support. The report does not judge; it surfaces.
There are two reasons.
The first is practical: pricing for T2 and above is based on call volume and home size. We need the data to quote accurately.
The second is more important: we think you should know what you are dealing with before you decide anything. The 30-day report is useful regardless of whether you continue with Silent Guard. If you decide the pilot was enough and you are not interested in a full subscription, you still walk away with 30 days of data about your home's call pattern that you did not have before.
We are comfortable with that.
No resident names. No personal data. No content from conversations — Silent Guard processes audio to make a classification decision but does not transcribe or retain the substance of calls. The report is operational, not clinical. It is not a CQC document and should not be treated as one.
If the report confirms what you already suspected — that your phones are taking more from your team than they should — we talk about a full subscription. T1 Silent Guard runs at £99 per month for homes with standard call volumes. For homes where the report shows higher complexity or volume, T2 Smart Switchboard may be the better fit.
Either way, that conversation happens after you have seen the data. Not before.
CareTime's Silent Guard is available now for a 30-day pilot. £49, 1-page pilot letter — exit by reply-email.
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