Thistle Manor



  • FREE Local and National Calls
  • FREE Fraud Protection
  • Savings against current Call Rates
  • Voicemails can be sent as an attachment to email inboxes
  • The new system will support music/information on hold
  • 3 Additional handsets will be deployed into the communal areas for the residents to use, but fully managed by care staff.
  • Large screen display handsets for all users, with full caller ID showing the originating number of the call, so users can report nuisance calls to the police



Based in Clitheroe, Thistle Manor: Roefield Specialist Care Ltd, is a residential care home offering hospital-equivalent levels of care from a Consultant Psychiatrist-led Multidisciplinary Team and provide recovery-focused care to both male and female adults who have a primary mental health diagnosis. Through personalised care plans and detailed risk assessments, they enable individuals to think about, plan and achieve meaningful goals.

The care home previously had an end-of-life Aastra phone system meaning there was no longer any formal contract support in place for the telephone system. Therefore, the company needed a new, reliable system to maintain close relationships with hospitals, surgeries and pharmacies over the phone.

The Solution

Their new phone system will replace the existing ISDN lines with a SIP secure link dedicated for telephone calls, delivering FREE calls to UK landline numbers and significantly reduced rates to UK mobiles. BT Openreach has stated that by 2025 ISDN (traditional) telephone lines will be being discontinued. “SIP” lines are currently being rolled out to customers opting for new telephone systems. Matrix247 SIP lines carry a network guarantee so Thistle Manor will be able to make/receive as many concurrent calls as they wish at all times. This provides Fraud Protection to the care home and also enhanced resiliency with disaster recovery diverts set up should an unexpected incident occur.

The new phone system also has a programmable memory, allowing all users to “click to dial” a number from the screen of their PC/Laptop. This enables busy care workers to make calls faster to residents’ loved ones as well as their suppliers.

Thistle Manor’s new telephone system also supports ‘Caller ID’, and will even screen pop the account/record of that inbound caller if the number is recognised within Outlook or their CRM. This screen pop can occur automatically and display fields of information about the inbound call e.g. first name, previous notes and who their family member is in the care home. This enables a personalised, warmer greeting to the customer enhancing their client experience.

Carers will be able to operate a “one number” approach, meaning inbound callers need only ring a single number (rather than main number, DDI, mobile etc) to get hold of an individual. The system is intelligent enough to route calls to employees whether they are in the care home or out on their mobile without the inbound caller having to redial a mobile number. This will assist in providing a personalised service, especially when working with high pressure/stressful patient cases.

To see what Matrix247 can do for your care home, please email us or call our experienced team today on 0345 36 20 247.

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