My name is Adam Abrahami, and I work with care groups across the country, including the Bondcare Group.
One of the most common complaints I hear from managers and their staff is about unreliable Wi-Fi. This includes no internet access at all, constant disruptions, or being unable to connect to the Wi-Fi network.
When these issues are reported to IT, staff are often tied up for hours troubleshooting—connecting to alternative networks and being told the problem is “fixed,” when in reality, it isn’t. This leaves managers extremely frustrated, as they’re unable to complete their work efficiently. It also affects carers, who are forced to go home and complete their documentation later.
The core challenge lies in updating care plans using mobile devices, tablets, or laptops. Aren’t we supposed to be living in a modern era where such things work seamlessly?
So, what’s going on? Why are internet, Wi-Fi, and mobile devices causing so much frustration?
I’ve also spoken to Finance Directors who mention that IT companies propose system improvements, charge for the work, but fail to deliver noticeable improvements.
The point is, the system is supposed to work already, and yet it consistently fails to meet expectations.
The entire point is that it already went in, why does it not work?
Clearly the only way forward is to make sure it is fixed once and for all.
These are some of the reasons problems are happening, and this is the way it can be solved:
Problem 1: IT & Telecommunications Don’t Collaborate Effectively
A key issue is the lack of collaboration between IT and telecommunications providers. IT departments check their systems, see all green lights, and assume everything is fine—ignoring the complaints from managers and staff. Similarly, telecom providers verify that the internet line is operational and consider the issue resolved.
The core problem lies in failing to view Wi-Fi and internet as a unified system. Resolving these issues requires a company—either IT or telecom—to address both aspects holistically. Moreover, an IT engineer needs to physically visit the care home, speak with managers, and observe the problems firsthand before implementing solutions.
Unfortunately, many IT and telecom companies charge extra for sending an engineer to the site, as this service is often not included in their support agreements.
Problem 2: Internet Speed Is Insufficient
I’ve witnessed this issue firsthand: both IT and telecom providers claim everything is fine, yet neither assesses the actual internet usage. The reality is that nearly everything now depends on Wi-Fi—residents’ smart TVs, Alexa devices, staff Wi-Fi, and care planning systems—all consume bandwidth that wasn’t required before.
For instance, an 80MB or 100MB internet line that previously worked well is no longer adequate. The excessive demand leaves insufficient bandwidth for critical tasks like updating care plans and maintaining records.
Since IT and telecom companies operate in silos, they often fail to identify that the internet speed itself is the bottleneck. When the solution involves increasing internet speed, telecom providers frequently overcharge for upgrades and impose long-term contracts. This is problematic, as technology and pricing evolve rapidly, making long contracts a poor fit for many care homes.
Problem 3: Inadequate Wi-Fi Coverage
Another major issue is insufficient Wi-Fi coverage. Staff often experience signal drops when using laptops and mobile devices, particularly at the ends of corridors or in specific rooms. This significantly disrupts tasks like electronic medication administration records (EMAR).
IT and telecom companies cannot diagnose these coverage gaps remotely—they need to visit the site to understand the problem. When they do visit, their solution often involves quoting for additional Wi-Fi access points and extensive cabling work.
However, in many cases, these expensive measures aren’t necessary. Maintenance teams can often assist in reducing labor costs and resolving the issue with minimal additional hardware.
Problem 4: Managers and Staff Caught in the Middle
Managers and care staff are left to bear the brunt of these Wi-Fi and internet issues on a daily basis. Typically, action is only taken when the system fails entirely, and even then, the resolution process can take months.
As outlined earlier, these issues fall into the gaps between IT and telecom providers, with neither taking full responsibility for delivering a working system. Multiply this across multiple care home sites, and the result is widespread frustration and reduced productivity.
The Solution
To address these problems, IT and telecom providers need to collaborate to resolve the issues holistically. If they are unable to provide meaningful improvements, it’s essential to engage a Wi-Fi and internet specialist to evaluate the system.
Specialists, like those we work with, use advanced tools to analyse:
- Areas with insufficient Wi-Fi coverage.
- Internet speed issues or frequent disconnections.
By examining the entire system, they can identify the root causes and recommend effective solutions. Importantly, these specialists often provide inspections free of charge, with no obligation to purchase additional services.
I’m passionate about helping managers and care staff overcome these frustrations. It’s disheartening to see them struggle with unreliable Wi-Fi and connectivity issues that hinder their ability to work effectively.
If you’re experiencing Wi-Fi challenges, please reach out to us. We’d be happy to have one of our specialists visit your site, speak with staff, and identify practical solutions to resolve the problem.
Adam Abrahami MA, BA (Hons) helps care providers make sure their systems are fully operational and works with the Bondcare Group, Care World Wide and Draycott Nursing & Care.
Adam can be contacted on 020 8905 3333 or adam@h2o-networks.co.uk
