Why Phone Calls Are Hurting Efficiency in Long-Term Care

Aug 13 | Varsha Chaugai

In LTC, the phone never stops ringing. Families call for updates. Vendors call with questions. Team members call each other to confirm details. On the surface, this seems like a sign of an engaged and responsive care environment.

In reality, phone calls are one of the biggest threats to efficiency in long-term care.

From disrupting workflows to increasing burnout, traditional phone communication is costing communities valuable time and resources. As demands on care teams grow and expectations from families rise, the need for smarter, streamlined communication systems is more urgent than ever.

Phone calls require immediate attention. Over time, these interruptions stack up, fragmenting the workday and increasing the chances of errors. Each call takes longer than expected. Voicemails go unreturned. Families get frustrated. Team members burn out.

Some common issues caused by phone-based communication include:

• Repetitive calls asking the same routine questions
• Delays in relaying or documenting important information
• Inconsistent messaging depending on who answers
• Missed opportunities for proactive updates
• Increased stress and decreased morale

Phone calls also create blind spots in communication. Unlike written messages or digital updates, phone conversations are difficult to audit or reference later. This can lead to misunderstandings, duplication of work, and compliance risks.

Today's long-term care teams are facing growing pressure to do more with less. Staffing shortages, new regulations, and rising expectations from families are creating a perfect storm. Phone-based communication simply cannot keep up.

What worked 20 years ago is no longer enough. Families want transparency. Teams need time to care. Leaders need systems that reduce, not create, chaos.

If your community is still relying on phone calls as the primary channel for updates and coordination, you are not just losing time—you are compromising the quality and consistency of care.

Modern long-term care communities are moving toward digital communication platforms that support both teams and families. Portals like Engage⁺  allow real-time updates, secure messaging, automated alerts, and centralized record-keeping.

These tools eliminate the need for many phone calls altogether. Instead of calling to ask about medication changes or appointments, families can log in to view updates. Instead of coordinating visits by phone, scheduling can be done online.

This shift gives time back to care teams, improves family satisfaction, and builds transparency and trust—all while keeping records consistent and accessible for audits or follow-ups.

There will always be situations where a phone call is appropriate. Urgent health updates, sensitive conversations, or escalations require a human touch. But routine communication should not depend on a system that interrupts care and scatters information.

Communities that reduce their reliance on phone calls are not only becoming more efficient—they are creating better experiences for families and healthier work environments for their teams.

Ready to reduce the noise and reclaim your team's time?

Learn how Engage⁺ helps long-term care communities modernize communication and reduce phone calls by over 50%. Book a demo with us today.