Right at Home: The Enquiry Process for Our Homecare Services
Published: 23/12/2024
Enquiry Handle Process:
The enquiry handling process can be completed in several ways, this varies on the way the enquiry came in.
Web Contact Form / Care Websites / Telephone Calls:
Once an enquiry via email has been received, Kirsten (Lead Executive) will respond in a timely and professional manner, and give you a call as soon as she can or if stated, whenever is best for you.
Not all enquiries come through via email so these next steps are on the basis of a telephone enquiry:
When Kirsten speaks with you on the telephone, she gathers as much information as possible about what you are looking for - she emphasises you to take notes of your discussion so you can refer back to any information that she has provided. Kirsten will ask you some key questions, such as name, postcode / address, the days and times of support needed, and lastly any health concerns that we would need to implement into your personalised care plan; she also encourages you to talk freely so we can really understand the potential care that is needed, and the urgency too.
Once you have explained all of the details about the homecare support that may be needed, Kirsten will go onto say some information that is beneficial for you to know such as we offer a minimum of one hour visits and at least 3 hours a week minimum, our values, no strangers policy, CQC rating,and consistent caregivers.
Once all the information has been gathered, Kirsten will discuss a suitable follow up date if you are not looking to book a free assessment straight away, and purely wanted to just find out some more information about homecare and Right at Home. However, she advises that an assessment is booked so that the care manager can come and meet with you and your family, free of charge, at home to come up with a person-centred care plan - involving your needs and wishes, to enable you to get the best support needed.
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