How to Work with a Digital Agency as a Care Provider

Care providers use digital agencies to improve how they reach patients, manage their business, and meet care quality standards. A digital agency handles everything from websites and apps to digital marketing and record-keeping systems. Working well with one helps keep your service current and responsive to clients’ needs.

Digital agencies bring technical skills to the table. Their teams are packed with designers, developers, writers, and marketing specialists. This expertise means your service can attract more residents, meet compliance rules, and communicate more effectively with families and staff.

Defining What You Need

Start with a clear picture of what you need before talking to any agency. Think about what problems you want to solve or goals you want to achieve. Are you hoping for a new website? Want to make online booking easier? Need help with social media? Maybe digital records are your focus.

Write a list of priorities, such as:

• Building a new website or updating your current one
• Improving online visibility so families can find you more easily
• Making it easier for potential clients to get in touch
• Helping with direct digital marketing efforts like newsletters

Pinning these down gives you a checklist for later, and helps the agency give you targeted advice.

Researching and Selecting an Agency

Finding an agency with care sector experience is a good idea. Agencies familiar with CQC, GDPR, and safeguarding requirements won’t need as much background information from you. They know how sensitive health and care data can be.

Things to look for:

• Case studies or projects in care, health, or charities
• References from other care providers
• Understanding of privacy, consent, and accessibility
• Skills in integration with booking, finance, or medical record platforms

Arrange to speak with shortlisted agencies. Share your requirements, ask about their process, and see if their values match yours. Good chemistry matters, as you must work together over weeks and months.

Briefing the Agency

A good brief sets everyone up for success. Your brief should include:

• The goals of your project (e.g., improve occupancy, save admin time)
• Who your main users are (families, social workers, GPs, new staff)
• The services you want to highlight
• Current challenges (e.g., outdated website, paper records)
• Budget range
• Timeframe (if you have a deadline, like a CQC inspection or relaunch)
• Any organisational policies or branding guidelines

Top tip: Share examples of websites or solutions you like, even if they’re from other sectors. Visual examples help your ideas come across clearly.

Getting a Proposal and Quote

The agency will take your brief and come back with a proposal. This should explain what they plan to deliver, which team members will work on your project, and how much it will cost.

Look for:

• A clear breakdown of costs, including one-off and ongoing
• An outline of how the project will be managed
• Timelines for major milestones (e.g., design, development, launch)
• Details on training and support for your team
• Information about data security and compliance

Agencies may use project management tools to keep everyone on track. Make sure you know how and when you can check on progress.

Working Together Day-to-Day

Once you accept a proposal, you’ll get started with the agency’s team. Good agencies communicate openly and set regular check-ins.

You might work with:

• Account managers: Your main contact person, setting up meetings and passing updates
• Project managers: Responsible for deadlines and logistics
• Designers: Creating layouts, graphics, and branding
• Developers: Building and testing websites, apps, or tools
• Marketers: Writing copy, scheduling campaigns, and analysing results

Expect to give feedback at each stage, such as approving a design or wording. Quick, honest feedback keeps things moving and avoids misunderstandings.

It’s helpful to appoint one point of contact from your side. This avoids confusion and conflicting instructions. This person should be able to answer questions about your service and coordinate sign-off.

Managing Content and Assets

You will need to provide the agency with content for your website or project. This might be:

• Photos and videos of your service, activities, and facilities
• Staff profiles
• Testimonials from service users or families (with consent)
• Policies, procedures, or handbooks
• Your company logo and brand palette

Check that photos and stories respect residents’ privacy, and only use material you have permission to share. The agency can guide you on consent forms if you’re not sure.

If you’d like the agency to create new content, discuss this early on. Professional photography and videos make a strong impression, and agencies can source writers who understand the care sector.

Accessibility and Inclusivity

Accessibility is a must. Your website or tools should work for people with different needs, such as those with visual impairments or limited digital skills.

Ask your agency about:

• Clear fonts and large text options
• Easy read versions of information
• Voiceover or screen reader compatibility
• Instructions that avoid jargon
• Easily clickable buttons for those with limited dexterity

The Equality Act 2010 requires services to be accessible. Agencies familiar with these rules can help prevent issues down the line.

Security, Data Protection, and Compliance

Care providers handle personal data. Digital agencies must follow UK GDPR and other laws. This means your solution should:

• Store sensitive data securely (using encryption where possible)
• Offer different user privileges so only authorised staff can see certain data
• Keep activity logs for traceability
• Get consent for any marketing or testimonials
• Include privacy notices on forms

Ask for details on hosting arrangements—will the site sit on UK servers? Is it backed up regularly? These questions protect you and your service users.

Testing and Staff Training

Agencies should invite you and your team to test anything new before it goes live. Test forms, booking processes, and user journeys for problems.

Arrange a training session for anyone who will use the new systems. This might cover:

• Logging in securely and updating profiles
• Uploading new photos or news articles
• Processing online enquiries or bookings
• Accessing analytics to monitor usage

Check if the agency provides videos or written guides you can refer to later. Some offer helplines for ongoing support, which is handy in the early weeks after launch.

Launch and Promotion

Let people know about your new website or service. An agency can support you with a launch plan, covering things like:

• Emailing families or staff with the news
• Posting updates on your social channels
• Creating posters or flyers for communal areas
• Press releases for local media

These steps help you share improvements with everyone, boosting trust and encouraging engagement.

Ongoing Support and Maintenance

Websites and digital tools need updating. This might include:

• Security patches and plug-in upgrades
• Content updates, like new staff or activity schedules
• Managing contact forms or booking systems
• Troubleshooting errors

Decide who in your organisation takes responsibility for everyday updates. For technical issues, agree with the agency on an arrangement—either pay-as-you-go or on retainer—for future help.

Measuring Success

Set clear goals and use analytics to track performance. You might want to:

• Increase the number of online contacts or tour bookings
• Grow your waiting list
• Reduce calls about opening hours by providing information online
• Improve feedback scores from families and residents

Ask your agency to set up simple dashboards or reports showing your progress. Regular reviews help you spot areas for improvement and make the most of your investment.

Common Problems and How to Overcome Them

No project is perfect, but issues can often be prevented by good communication.

Typical problems include:

• Delays caused by missing content or late feedback
• Unclear instructions leading to unwanted changes
• Budget overspend if the scope expands partway through
• Limited internal skills for managing or updating the new solution

Solutions:

• Stick to agreed deadlines for providing information
• Nominate a single staff member with authority to make decisions
• Keep scope changes to a minimum
• Request user-friendly training and support from the agency

Building a Long-Term Partnership

Digital agencies often become trusted partners. As you add new services or face regulatory changes, you may want to update your digital tools. A positive working relationship means the agency understands your values and can react quickly when things need updating.

Maintain contact by:

• Having a regular annual review to discuss what works and what could be improved
• Keeping the agency updated about strategic goals or changes
• Asking for advice before making major changes that might affect your digital systems

Glossary of Useful Terms

• GDPR: General Data Protection Regulation, setting rules around data protection in the UK.
• Accessibility: Making sure your website or service works for people with all kinds of abilities.
• SEO: Search Engine Optimisation. Techniques used to push your website higher in online search results.
• CQC: Care Quality Commission, the body regulating care services in England.
• CMS: Content Management System. The software used to update website pages and news items.
• PPC: Pay Per Click. A model of online advertising where you only pay when someone clicks your advert.

Final Thoughts

Working with a digital agency lets you present your care service professionally and meet the needs of the people you look after. By setting clear goals, choosing a capable agency, and staying involved, you can get a result that supports your residents, families, and staff for the long term.

Open, honest communication—and clear roles on both sides—make for a smooth process. With the right support, your care service can stand out, attract more families, and stay one step ahead with digital tools that truly work for your community.