After-hours call cover for home care providers.
Hettie answers routine calls overnight, writes up clear notes, and sends anything urgent to the right person on your team.
The hardest shift is the one nobody sees.
When the office closes, the calls keep coming. You can pay for overnight cover, let them go to voicemail, or wake a nurse. Each option costs you something.
On-call costs more every year.
Paying a nurse or an outsourced call centre to sit by the phone all night gets more expensive every time your client list grows.
You can't see what happened.
By morning you have a voicemail list and a few scribbled notes. You don't know how many people rang, why they rang, or who is still waiting.
Calls get missed.
A client who can't get through rings again, then rings the family, then rings the HSE. A missed call at night becomes a complaint by lunchtime.
There aren't enough hands.
Your coordinators and nurses are already stretched. Every routine call they take at night is time they can't give the people who need them.
Most calls after hours are routine. They still need an answer.
Is my carer still coming at eight?
Can we move Thursday's call to the afternoon?
The pads still haven't arrived.
Mam seems more tired than usual today.Worth telling the nurse
Hettie answers the first three. The fourth goes to your nurse.
Three steps, every night.
A client calls your agency.
Your after-hours line forwards to Hettie.
Hettie answers straight away.
In your agency's name, saying it's an automated assistant. If the call is being recorded, it says so.
Urgent calls go to a person.
Live to whoever is on call, by your rules for each branch. Everything else is in your morning summary.
See how Hettie handles a call.
See a call. One evening at Ashgrove.
Example. Fictional agency and people.- HettieHello, is that Nora? This is Hettie, the automated assistant calling from Ashgrove Home Support. This call is recorded for your care team, as agreed with you.
- NoraOh hello, yes, it's Nora.
- HettieI'm ringing to confirm your visit tomorrow morning. Siobhán will be with you at nine. Does that still suit?
- NoraNine is grand. Tell her the side door is open.
- HettieI'll pass that on to her. And how have you been since her last visit?
- NoraAh, not bad. I had a bit of a fall in the bathroom last night. I'm alright though.
- HettieI'm sorry to hear that, Nora, and thank you for telling me. Are you sore anywhere at the moment?
- NoraMy hip is a bit sore, that's all.
- HettieI'm letting the nurse on call at Ashgrove know now, and she'll ring you back this evening. Is this the best number for her?
- NoraIt is, yeah.
- HettieLovely. If you feel worse before then, or you can't get up, ring 112 or 999 straight away. Take care, Nora.
What Hettie picked up
- Visit confirmed · Tomorrow 09:00
- Note for carer: side door open
- Fall reported
- On-call nurse notified
- Care system
Hettie asks one question to clarify and no more. The nurse on call decides what happens next. The 112 and 999 line is fixed safety wording your agency approves.
Needs a person
Ballincollig · Today- Client said
I had a bit of a fall in the bathroom last night... My hip is a bit sore.
- Rule matched
- Falls go to the on-call nurse straight away (your rule)
- Sent to
- Aoife Murphy, on-call nurse · by call and text
- Status
- Waiting
Good morning. Here's what happened since the office closed.
Needs follow-up today
- Nora Kelly, Ballincollig. Fall reported at 17:34. Aoife rang back at 17:52. Check her hip at today's 09:00 visit.
- Joe Brennan, Carrigaline. Asked to move Thursday's visit to the afternoon. Rota change needed.
- Mary Walsh, Carrigaline. Her daughter rang: the pads delivery hasn't arrived. Supplies to call back.
Answered by Hettie: 6 questions about visit times, 3 "is my carer still coming", 2 messages for the office. See all calls
Every call is transcribed and written up. Recordings are kept only where the client has consented and your service has turned recording on.
Example. Fictional agency and people.Live in 24 hours. No integration.
You don't need IT, an API or a new phone system. Once the data processing agreement is signed, send us your client list and your on-call rota, forward your after-hours line, and Hettie starts answering the next day.
- Hour 0
Kick-off call: branches, on-call rota, what counts as urgent.
- Hour 2
You send a spreadsheet of clients and numbers; we set up your Irish number in your agency's name.
- Hour 12
Test calls: your team rings Hettie and tries to catch it out.
- Hour 24
You forward your line. Hettie is live.
Simple after-hours cover.
Most providers start here and add more calls later. You pay per active patient per month, with no setup fee.
After-hours Coverage
- Handles routine calls overnight
- Sends urgent calls to your on-call team
- Morning summary every day
- No integration needed
During care package
€2 per active patient per monthWelcome Calls, Patient Satisfaction and Visit Coordination.
Post-Discharge Follow-up
€3 per active patient per monthCalls after a hospital stay, so the first days at home are covered.
Minimum €300 per month per agencyNo setup fee
EARLY ACCESSPilot providers in Ireland join through the early-access programme. Ask us when you request a demo.
Built to grow with your workflows.
Most providers start with after-hours cover and add welcome calls, visit coordination, patient satisfaction and post-discharge follow-up when they're ready.
Frequently Asked Questions.
Yes. Every call starts with Hettie saying it's the automated assistant for your agency, and it says so when a call is being recorded. If someone asks for a person, Hettie transfers them during office hours. After hours, it takes a message and tells them when someone will ring back, and anything urgent goes to your on-call nurse straight away.
Questions about visit times, changes to the rota, supply requests, messages for a carer or coordinator, and general questions about your service, using answers you approve. Hettie also makes the calls in your plan: welcome calls, visit confirmations, check-ins and post-discharge follow-up.
You decide. With your team, we write the urgent rules for each branch: a fall, chest pain, trouble breathing, a client alone and unwell, a carer who hasn't arrived, a family member who is worried. When a call matches a rule, Hettie transfers it live to your on-call phone, and if nobody answers, it tries the next person on your rota. Hettie is set to send a call to a person whenever it's unsure. If someone describes an emergency, Hettie tells them to ring 112 or 999 straight away.
No. Your on-call nurse keeps every decision that needs clinical judgement. Hettie takes the routine calls off their phone, so when it rings at night, it's a call that needs them.
Within 24 hours of our kick-off call, with no integration, once the data processing agreement is signed and the branch has its on-call rota ready. You send us your client list and your on-call rota, and forward your after-hours line.
Every call is transcribed and written up, and you can read any of them in the dashboard. Where the client has consented and your service has turned recording on, the recording is kept and you can listen to it there too. If a call was handled the wrong way, flag it there. We review it with you the same week and change the rule or the answer so it doesn't happen again. Every change is logged.