Our Care Support Operations
No-one enjoys shoddy service so we train and manage our staff to deliver great service. For example, when you telephone us, even out-of-hours, expect your call to be answered promptly, expect a cheerful, friendly voice and expect your questions to be answered competently.
Listening to service users and their friends and family is a core value. We cannot know what to give you if we do not listen carefully so we do. And we will talk to you regularly to ensure we continue to get it right as your preferences change. We create a personalised service just for you; we just do not believe in “off-the-peg” care packages.
Quality care is not cheap but no-one enjoys paying more than necessary, so we try hard to keep our costs and charges down. We do not do this by cutting corners on our services; we do it by relentlessly focussing on efficiency and spending our money wisely. We do not have expensive offices in the best part of town but we do have good systems that keep effort to a minimum.
New service users
Taking on a new service user is generally a four-step process (we may contract this in emergencies):
Step one – telephone enquiry
Most potential service users (or their relatives) initially make contact by telephone. Unlike some agencies, we will not dodge questions and prevaricate. We will give you as much information and advice as we can in a clear and straightforward way. We don’t see telephone enquiries as sales opportunities—see them as the first step in getting to know you and we do not apply pressure at any stage.
Step two – home visit
If you wish we will follow up with a home visit. We prefer the service user and family to be present when we call and we encourage an open discussion. At this stage we carry out a needs and risk assessment. This ensures we clearly understand what help is needed and can be sure it can be delivered in a way that is safe for the service user and the carer.
Step three – proposal
We will send the service user a document detailing our understanding of the service required and how we would provide help. This would include detailed costing. We take as much time as necessary to ensure this document is understood and fully agreed.
Step four – introduction
We brief your new carer thoroughly; we then introduce your amazing carer to you and, if possible, your family and make sure you get along well.