How Silverthorne Care Recovered Occupancy and Secured a Second Acquisition

Meet The Client

Silverthorne Care is a family-run provider operating a collection of independent care homes, each built to feel welcoming, active and centred on strong relationships between residents, families and staff.

The Challenge

Silverthorne’s Director saw occupancy at Ferndale Care Home drop to below 60%, alongside a noticeable slowdown in enquiries through referrals and word of mouth. This made it difficult to maintain consistent occupancy and created pressure within the business at an important stage in its growth journey. At the same time, there was a clear ambition to acquire a second care home, but this depended on improving performance at Ferndale and proving the business was in a strong enough position to secure finance. Without consistent enquiry flow and stable occupancy, securing funding and moving forward with the acquisition became more challenging.

Our Approach

• Setting up a consultation to understand their business specifically and what their USPs are compared to the competitors in the area.
• Suggesting improvements on websites to ensure they’re set up with all necessary calls to action, lead triggers and easy navigation.
• Targeted customer acquisition campaigns using Google, and a tailored remarketing strategy on Facebook and Instagram.
• Implementing bid strategies to receive the maximum amount of leads for the minimum cost per acquisition.
• Using our Smooth Analytics platform to listen to calls, track stats and view live chat leads.
• Daily monitoring, management and refinement of the campaigns, with monthly meetings and feedback reports.
• Account manager working closely with customer relationship managers to ensure that leads received were converted.
• Lead handling training with the key care managers to ensure everyone is aligned with the same goal.
• Getting to know the business and keeping a keen interest so we could constantly feedback suggestions or improvements.
• Reviewing internal processes to enhance business growth and operations with innovative strategies.
• Rebranding the business and creating a whole new website designed to improve clarity, trust and how families engage with the homes