Let’s Talk About Work-Life Balance

Phoneta telephone answering service work-life balance
Work-life balance

Work-Life Balance.

It’s mental health awareness week and we want to talk about the elusive ‘work-life balance’, highlighted as one of the main contributors to mental health problems. In the UK 1 in 4 people will experience mental health problems at some point in their lives, and the Mental Health Foundation highlights the pressure of an increasingly demanding work culture as one of the most pressing challenges to the mental health of the general population. 

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This famous quote resonates with the team here: “If you do not make time for your wellness, you will be forced to make time for your illness” and it is along these lines we are creating our work-life balance policies and incorporating wellbeing into everything we do for our staff. But what about when you are starting or running your own company?

It’s a socially accepted narrative that ‘putting in the hours’ in business is praised, and start-up companies are expected to take over the owner’s life. But it doesn’t have to be like this, there are strategies that can be put in place to help improve your own work-life balance. Based on our own policies we have some advice on how you can improve your work-life balance when starting or running your own company. 

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  1. Give yourself dedicated working hours. 

By setting specific work hours you set your own time frames to work and will have greater focus and productivity within these times.

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  1. Remember to say no.

We all got so caught up in other people’s demands that sometimes we forget we can say no. Haven’t got the time to attend that meeting? A friend asks you to go to a networking session? Remember you can say no.

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  1. Schedule family/personal time

In the same way we can schedule working hours, we can also take the same approach and make sure we plan personal time into our calendar. Having a regular routine and planned hours means we are expecting to spend that time doing what we love, and are less likely to get caught up in any work demands during this time.

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  1. Eliminate distractions

Imagine if every hour you spent at work was a productive hour, how much more free time you would have. We all fall foul to a social media scroll or an unimportant call distracting us from our current task. There are programmes available to block yourself from unproductive websites, notifications are easily turned off, and your phone doesn’t have to always be on. Give yourself some dedicated focus time, so when your scheduled work finish time arrives you know you have achieved as much as you can, and you deserve the time to relax. 

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5. Play to your own strengths

Focus on what you’re good at and do it. You don’t have to be perfect at everything, and you certainly won’t have the time to do it all. Not sure about social media? Outsource. Need some copy for the website? Outsource? Need someone to answer your calls whilst you’re busy? Outsource.

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f6. Spend some time in nature. 

This year’s theme from the Mental health Foundation is Nature. Studies have shown that spending time in nature can lift your mood, reduce anxiety and is part of the Mental Health Foundation, awareness week campaign. 

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We know when reading these many of you will be thinking ‘how can I stop working or turn off my phone?’ You’ll be worried about missing leads, or your current customers being unable to get hold of you.

This is where an answering service can help, outside of your dedicated working hours you can set up your divert so all your calls are still answered, details captured and emailed through to you, ready for your reply once you are back at work. Allowing you to prepare before replying and prioritising the most important calls first. An answering service can even filter your calls, meaning any sales or marketing calls no longer disturb your day. Phoneta are more than just an answering service, we become an extension of your team, and whilst we can’t promise to make your business a success, we can be here to help improve your work-life balance on the journey. 

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Get in touch today to find out how we can help you.

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Phoneta History: Where it all began, with the Doctors Answering Service.

Doctors Answering Service

In 1993, LaVerne Caddy bid farewell to his 35-year career in the ambulance service, unwilling to fully retire. He embarked on a new venture, Wenvern Paging, operating from his own kitchen. LaVerne’s innovative business answered late-night and emergency calls for doctors.

These calls were meticulously routed to on-call emergency physicians, addressing a pressing need at the time – the lack of a service offering such coverage. Back then, doctors juggled their late-night calls, compromising their work-life balance. Moreover, even mundane appointment requests disrupted their rest.

Wenvern Paging revolutionised this scenario, filtering calls and ensuring doctors were only alerted for genuine emergencies. With a mere two telephones in the kitchen, the venture extended its service to cover 90% of doctors’ surgeries in Cornwall and numerous others across the South West.

However, as the healthcare landscape evolved, so did Wenvern Paging. The emergence of Kernow doc and subsequently the 111 service led to decreased demand for Wenvern’s services. Adapting to the changing environment, the company rebranded as Kernow Business Messaging Service (KBMS) and identified a new market – veterinarians.

Over the next few years, KBMS extended its after-hours emergency cover to veterinary practices. This not only helped vets achieve a better work-life balance but also ensured reliable assistance for distressed animals. As time passed, KBMS’s scope expanded further. It evolved into Phoneta, a 24/7, 365-day telephone answering service catering to diverse businesses across various industries nationwide. The company’s workforce grew substantially, currently employing over 60 individuals across two office spaces.

In 2017, Phoneta emerged as the definitive solution for those requiring professional telephone answering services. While serving clients from myriad sectors, a remarkable trend emerged – a significant number of doctors’ surgeries began to return to Phoneta’s fold.

The advent of the 111 service prompted most surgeries to route calls to 111 after 6:30 pm, resuming direct operations at 08:00 am. However, operational hours often clashed with certain surgeries, resulting in gaps in their service coverage. Phoneta seized this opportunity, offering a “top and tail” service. This bridge service effectively covered the interval between the end of the 111 service and the surgery’s opening and closing times.

During this span, Phoneta managed calls on behalf of doctors, promptly addressing patient concerns. In cases where the surgery remained closed, patients were informed and emergencies were routed to the appropriate channels. Notably, Phoneta isn’t just bridging the gap left by the 111 service; it also addresses closures during lunch breaks, staff training, and unforeseen situations such as staff shortages or COVID-19 risks.

Phoneta’s rekindled relationship with its early adopters speaks volumes. The doctors who once valued its services 29 years ago are returning with excitement, confident in the reliability of Phoneta’s solutions.

If you’re seeking assistance for your business or require more information about our comprehensive call-answering services, please reach out to us at 01209 311311.

We’re here to support you.

Is your business falling at the final hurdle?

Is your business falling at the final hurdle?

2020 has been a tough time for all businesses.  The grip of the pandemic has been inescapable; however, business must go on. Many companies have taken advantage of the government help available, such as bounce back loans and grants, and are using these to fund marketing campaigns in a bid to reach potential customers. But how many of these are still falling at the final hurdle, not answering their phone when a customer calls?


Every interaction you have with your customers is crucial and failing to answer the phone can leave them frustrated and damage your brand. How many of your customers have called and been left on hold, placed in a queue or gone through to the dreaded answerphone. Customers have no interest in the fact you are short-staffed, busy or in a meeting, and more than likely will call the next available business, your competitor, who can fulfil their needs. Just one of these missed calls a week is 52 potential customers your business may have missed in a year. Make that one a day, and the numbers begin to stack up. £31.6 Billion is lost each year in the UK from unanswered calls, and 3 out of 4 customers will not leave a voicemail.  


This is where Phoneta can help. During lockdown new rules, protocols and restrictions have led to an increase in the call’s businesses are receiving creating an even larger problem. Outsourcing calls means your business can manage the communications with your customers, prioritising messages and leaving all customers safe in the knowledge that they have spoken to your company and have no need to contact your competitors.


We are a call answering service with a difference, we are always on the phone, so you don’t have to be. From less than £1 a call you can have round the clock cover and be able to communicate with your customers 24 hours a day, 365 days a year. With a simple divert process, your calls can pass through to our agents who are trained to remain anonymous, courteous and efficient. They can answer simple questions regarding a business’s opening times and address’, take requested information from your customers, book appointments, take orders and then pass this information over to you within 30 seconds of the caller hanging up. Creating an expansion of your team, less disruption in your own office and lets you give your current customers your undivided attention. Meaning all the hard work and money you have spent on marketing isn’t wasted, and you can capitalise on every single potential lead. 


Don’t fall at the final hurdle; make sure your business will never miss a call, or a new customer, again.


Call us today to find out more: 01209 823456

An open letter from Anthony Caddy, Phoneta MD

Together, we have faced a truly extraordinary situation, the global Covid-19 pandemic has affected all of our lives, personally and professionally. At Phoneta, we consider ourselves as one team with your business and take our role in supporting you very seriously. We have endeavored to be your one constant in this crazy period. To achieve this Phoneta has been focused on three key areas:

  1. Committing to the support of your business and success in planning and forecasting for this unprecedented situation.
  2. Taking proactive measures to protect and support our employees and their families.
  3. A continued focus on customer service and business continuity.

To hit these targets we have had to adjust our key operating procedures, and we thank you all for your continued support and understanding whilst these adjustments were made:

  1. The creation of a new operating system, allowing us to move from our existing system to a wholly digital way of working, allowing our staff to work remotely for the first time. This gave us greater flexibility, allowing your business to keep up with staffing changes and closures throughout the period.
  2. The implementation of a home working policy for our staff, meaning those who needed to shield to protect themselves and their families could do so whilst still being able to work.
  3. A training plan for all staff on the new system and continual training in call handling and customer service, providing business continuity for our customers.

This crisis has affected us all in unexpected ways, however, we cannot deny that some of the effects have created positive outcomes. Our new system has streamlined and improved our service, and our home working option gives us greater cover and flexibility for the times you need us most. Whilst the future may be much different than we expected, Phoneta hopes to keep improving and innovating to bring you the best possible service. We are here 24 hours a day, 365 days a year, whenever you need us.

Thank you for your support and loyalty at this time.

Anthony Caddy & The Phoneta Team.