What Care Homes Really Need From Their Agency Partners

Emily
Nov 19
3 min read

In the care industry, staffing isn’t just an operational need - it’s the foundation that shapes the quality of life for every individual receiving support. When a care home reaches out to an agency, it’s not simply about filling a shift. It’s about protecting residents’ wellbeing, supporting permanent staff, and maintaining the high standards that regulators, families, and communities expect.

The relationship between a care home and its agency partner must be built on trust, understanding, and consistency. So what exactly do care homes need most from the agencies they rely on - and what separates a good agency from a truly exceptional one?

1. Clear, Consistent Communication

Care environments move quickly, and effective communication makes all the difference. Care homes need an agency that stays in touch, keeps them updated, and ensures no shift details fall through the cracks.

This means:

Quick responses when staffing gaps appear
Transparent shift confirmations
Reliable updates on staff availability
A team that answers the phone - not one that disappears once the booking is made

Great communication reduces stress for care managers and allows care teams to stay focused on delivering high-quality support.

2. Fast, Dependable Staffing Support

In care, challenges rarely come with notice. A sudden sickness, an emergency absence, or an increase in residents requiring additional support can quickly create pressure.

Care homes need an agency with the capacity to respond fast - not hours later, but immediately where possible.

This ensures:

Continuity of care
Reduced strain on existing staff
Avoidance of unsafe staffing levels
A smoother, calmer environment for residents

The right agency understands that every moment matters.

3. Fully Vetted, Skilled, and Confident Staff

Safety is non-negotiable. Care homes must be confident that every carer walking through their doors is vetted, compliant, and properly trained.

This includes:

Up-to-date DBS checks
Mandatory care certificates and training
Experience aligned with the needs of the home
Professionals who arrive prepared and ready to support

Having staff who can step in confidently reduces onboarding time and ensures residents receive consistent, high-quality care from the moment the shift starts.

4. Professionals Who Lead With Compassion

Care can be taught, but compassion cannot. One of the biggest concerns for care homes is ensuring agency staff bring genuine empathy to their role.

The best agency workers are those who:

Treat residents with dignity and respect
Communicate warmly and clearly
Support independence
Understand the emotional nature of the work
Build trust within the team and the home

Ultimately, values matter - and care providers need agency partners who prioritise compassion as much as compliance.

5. A Partnership Built on Understanding and Trust

Care homes don’t want to feel like another number on an agency booking sheet. They want a genuine partnership.

This means an agency should:

Understand the home’s culture
Listen to the specific needs of residents
Build relationships with managers and staff
Provide consistency in the carers they send
Be reliable, honest, and committed

When care homes feel truly supported, everything runs more smoothly - staffing, morale, and resident outcomes.

How The SKA Group Meets These Needs - And Exceeds Expectations

At The SKA Group, we understand the pressures care homes face.

That’s why we’ve built our approach around the things that matter most:

🌟 Outstanding communication

Our team stays connected, responsive, and proactive - day and night.

🌟 Fast, efficient staffing solutions

We act quickly to ensure your service never goes without the support it needs.

🌟 Fully vetted, compassionate professionals

Every carer we supply is trained, compliant, and chosen for both skill and character.

🌟 A long-term, trustworthy partnership

We get to know your home, your team, and your values - so we can provide the right people, every time.

For us, it’s not just staffing.

It’s about supporting the delivery of safe, high-quality care to those who depend on it most.