For UK social care providers
Most families who enquire choose a care home quickly, and slow follow-up loses them
A care home converting only a small share of its monthly enquiries admits a handful of residents; the same home converting far more can more than double that. Over a year, that gap is worth a substantial sum in fee income.
Two minutes. Solva follows up with specific enquiry conversion options.
- Families calling multiple care homes and choosing the first one to respond effectively
- High enquiry volumes not translating into corresponding admission numbers
- Admissions team members feeling overwhelmed and lacking clear guidance on follow-up
- Marketing spend yielding suboptimal returns due to poor conversion at the sales end
- Increased workload for admissions teams chasing unresponsive leads
- Inefficient allocation of marketing resources due to poor conversion tracking
- Significant loss of potential annual revenue, potentially £600,000-£800,000 for a typical care home (Coppett Hill, 2024)
- Reduced occupancy rates leading to lower profitability and financial instability
- Negative word-of-mouth from dissatisfied families who felt ignored or poorly handled
- Lower online review scores reflecting poor initial customer service
Care homes that respond to enquiries within 3 hours convert at 3x the rate of those responded to after 24 hours (Coppett Hill, 2024)
Source: https://www.coppetthill.com/idea/enquiry-response-time-vs-conversion
Frequently asked questions
Why does this problem persist?
Care home enquiry conversion is a marketing and sales process problem as much as a care quality problem. Families making urgent decisions need fast responses, clear information, and a warm, structured follow-up process. Most care homes have no CRM, no follow-up sequence, and no structured tour experience.
What is the cost of leaving it unaddressed?
A care home receiving 20 enquiries per month converting at 12% admits 2–3 residents. The same home converting at 35% admits 7 residents. At £1,200/week average fee, this difference is worth £600,000–£800,000 in annual revenue. (Coppett Hill, 2024)
This is exactly what I do with UK private practices. Answer the few questions above and I'll come back personally with where to start. Paul.