What Hospices and Care Homes Should Expect from Their MSP

In today’s care environment, technology is no longer a background function it’s a critical enabler of safety, communication, and operational continuity. Whether it’s a hospice supporting families through end-of-life care or a residential home managing complex needs, the systems behind the scenes must be as dependable as the people delivering care.

Yet many care providers are still relying on outdated infrastructure, patchy support, and disconnected tools. The result? Frustrated staff, increased risk and missed opportunities to deliver better outcomes.

At HBT Communications, we’ve worked with care providers across the UK. We understand the unique pressures of the sector and we know what good IT support should look like.

The Four Pillars of Modern Care Technology

🛡️ 1. Resilience: Because Downtime Isn’t an Option

Care homes and hospices operate 24/7. That means your systems need to be resilient not just reliable during office hours but robust enough to handle emergencies, power cuts or cyber threats.

According to the Care Quality Commission (CQC), digital maturity is increasingly linked to care quality, with resilient systems enabling faster response times, better record-keeping and safer care.

☁️ 2. Cloud Services: Secure, Scalable and Simple

Cloud-based platforms like Microsoft 365 allow care teams to access files, emails and records securely from anywhere ideal for managers working across multiple sites or hybrid teams. Cloud telephony also reduces reliance on outdated hardware and improves flexibility.

📞 3. Telephony and Call Recording: More Than Just a Phone Line

In care, every call matters whether it’s a family member checking in, a GP calling with urgent advice or a safeguarding concern being raised. Modern VoIP systems with compliant call recording support:

• Safeguarding and incident resolution
• Staff training and quality assurance
• Transparent communication with families and regulators.

🌐 4. Connectivity: The Backbone of Digital Care

From digital care plans to medication management and remote monitoring, connectivity is the thread that ties it all together. Poor internet or network performance can delay care, frustrate staff and even put residents at risk.

What to Look for in a Managed Service Provider (MSP)

Choosing the right MSP isn’t just about fixing problems it’s about finding a partner who understands your mission and helps you plan. Here’s what care providers should expect:

✅ Proactive Support
Real-time monitoring, issue prevention and 24/7 support not just 9–5.

✅ Sector-Specific Knowledge
Experience with CQC requirements, GDPR, DSPT and safeguarding protocols.

✅ Call Recording & Compliance Tools
Secure, GDPR-compliant call recording for training, safeguarding and family communication.

✅ Charitable Pricing
Transparent, flexible pricing tailored for charitable organisations with no hidden costs or jargon.

Final Thoughts: Choose a Partner, Not Just a Provider

Technology should empower your team, not frustrate them. It should help you deliver better care, not distract from it. And it should be managed by a partner who understands the unique pressures of the care sector.

At HBT Communications, we have experience supporting care and professional services organisations across the UK. We don’t just fix problems, we help you build resilience, stay secure and focus on what matters most: your residents and their families.

📞 Ready to talk?

Book your complimentary IT health check or contact us for a no-obligation review.
👉  | 📧 info@hbtcommunications.com | ☎️ 02476 867400