Accountability

Our customers have Statutory responsibilities and Duty of Care to some of the most vulnerable people in society. We are always conscious of the trust they place in us.

Accountability is fundamental to what we do.

To make this commitment real, we agree with our customers ways they can measure our performance. These include

Service Level Agreement
Transparency and open access for our customers
Comprehensive reports covering each month of operations.
All calls and all interventions voice recorded, including those on mobiles
All interventions written up and emailed in the appropriate report format
5 % or 200 calls p.a. whichever is greater, randomly selected for scrutiny via internal monitoring procedure.
Social care governance procedures
Comprehensive complaints and review procedure
Full IT security policy and accreditation
Appraisal and performance management of staff at all levels in the company
£10m employer, public and professional liability cover

Quality

We provide quality social care services based on the skills, commitment and experience of our social workers, call handlers, trainers and managers.

We specialize in out of hours social care, integrated with out of hours health services.

Key quality elements are:

Value

Rising public and government expectations; recommendations from inquiries; demographic changes....limited budgets.

Members and Senior Officers are under constant pressure to make difficult decisions between competing priorities.

We offer Value with Quality - an increase in quality of service with a decrease in cost.

Accountability

Our customers have Statutory responsibilities and Duty of Care to some of the most vulnerable people in society. We are always conscious of the trust they place in us.

Accountability is fundamental to what we do.