EDS (Eyam Domiciliary Service) Homecare Ltd provide community homecare across Derbyshire. They employ 70 staff, provide care to over 170 adults living at home, and in 2024, celebrated 25 years of business – and switched to Wayv as their communications partner.
Managing Director, Kate, and her husband, Jake, took the business over from her family around five years ago. Since then, they have undertaken significant changes to modernise their operations. One such upgrade was to implement a more efficient phone system, which could be relied upon by both staff and clients.
An estimated 80% of EDS’ communications are conducted over the phone, due to the demographic they serve. The level of connectivity afforded by the system is therefore vital to them consistently providing the high levels of service which they pride themselves on.
EDS provide a spectrum of services to clients depending on individual needs, helping them to remain at home comfortably, for as long as possible. Their care packages range from everyday care and domestic upkeep to overnight and live-in care, and the team are on call 24/7, all year round. For the management team, who rotate* the on-call service, the Wayv mobile app allows smooth transition from the office to being out on the road visiting patients.
Due to the nature of EDS’ services requiring input from a range of other healthcare professionals including GPs, nurses, paramedics and nutritionists as well as social services, there is a large amount of information exchange over the phones. While issues are rare, the call recording tool is incredibly useful at times when fact-checking is required. Additionally, the generation of transcripts in these scenarios provides a solid basis for any discussions that arise regarding what information was shared, and when. The call recording tool also helps EDS to review and maintain accurate records, ensuring their service levels remain high.
Kate commented:
“We were very impressed from the first meeting, and since switching, the extra features have made huge differences for us. Call recording has probably been the biggest one, which has been far more helpful than we ever anticipated – especially in challenging situations. Being able to recall exactly what’s been said has been extremely valuable, and something we’ve underappreciated before.
Most of our calls come from clients, relatives, and healthcare professionals, and we exchange a lot of important information – so it’s not always enough for the lines to just work – it’s how efficient and reliable they are, which is most important.”
EDS also gain value from the auto-attendant which efficiently directs callers to the right person, whether they are an existing or potential future client, relative of a client, or healthcare professional. All of this helps the EDS team deliver the highest quality outcome to clients, with accuracy and a personal touch.
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