Our homecare customer involvement strategy

At Care UK we are committed to working in partnership with our customers and service users to ensure that the services we provide are tailored to fit their needs. We are a values driven organisation and aim to imbed our Fulfilling Lives values into everything that we do.

Our values are

1. We believe that every one of us can make a difference
2. We see the world from the point of view of our customers and service users
3. We continually strive for innovation and for new ways to improve the services that we offer

Our values have been an integral part of the development of our customer involvement strategy and customer charter. You can read our customer charter by clicking here

Why do we need a customer involvement strategy?

• To ensure that we are putting our customers and service users first by designing the services around them
• To improve our understanding and awareness of our customers’ and service users’ needs and aspirations
• To establish best practice in communication with a diversity of user groups
• To enable us to treat our customers and service users with dignity and respect
• To drive meaningful improvement across our homecare operation

What do we have in place currently?

• Each service user receives our annual postal questionnaire, the results of which are analysed nationally to create local improvement plans
• We are piloting a service user forum which we hope to roll out nationally in 2011
• We are piloting a quarterly newsletter for service users
• We operate a robust feedback and complaints process
• Team leaders complete regular face-to-face service quality reviews with all our service users
• We gather feedback through customer monitoring meetings
• We gather feedback from our regular CQC inspections
• We spot check our services through mystery shopping

What are we going to do in the future?

• Starting with our managers, all our care staff will receive professional customer service training
• We want to further develop our service user forums and create more opportunities for all our service users to engage with us on a more regular basis
• We want to find new ways to bring more of our service users into our care worker recruitment process

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