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Relationships

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To provide a consistent, informed and responsive service, it’s essential that we develop good relationships with your social work and community health teams, customers’ families and advocates, and the GP practices that refer people to the services.

Our relationships are based on fulfilling The Allied Healthcare Promise, because you and our customers need to know you can count on us. By consistently delivering the best service, we aim to make life much easier for you and the people in our care.

Relationships with commissioners

Commissioning home care services isn’t easy, so we create packages of care that make life simpler for everyone. Every home care account has a Account Director who oversees it, as well as a Care Delivery Director, who delivers the care contract.

Getting in touch with us is easy. Because care is a round-the-clock business, there’s always someone to deal with emergency queries on our 24-hour care line.

Relationships with customers and their friends and families

We regularly ask the people in our care how we’re doing, as their feedback is the most important of all. Since June 2012, customer feedback from our home care surveys shows that:

  • 95% of customers rate their care workers as Excellent, Very Good or Good
  • 94% rate their care workers positively for meeting their needs as assessed in their Care Plan
  • 94% rate their care workers positively for having the skills and knowledge to meet their needs

The opinions of our customers’ friends and families are also important, as the quality of our service can directly affect their lives. That’s why we’re taking steps to listen to them and gather their feedback – much as the NHS does with its ‘Friends and Family Test’.

Relationships with local communities

We’re a national company but we operate locally. Our branches are embedded into their communities and work closely with GPs, pharmacies and NHS community services to ensure our customers’ needs are met.

Care isn’t always the complete answer and voluntary organisations and clubs can have roles to play too. That’s why our branches help the people in our care to find clubs or groups that may benefit them and make their lives better. We’re committed to building relationships with our local communities that benefit everyone.

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