On the evening of this website going live, I thought it pertinent to start telling a few people about the new Live In Care Agency.
As things like to happen in an unusual way sometimes, I was watching television with a client, and saw the son of a previous client right there on tv! I thought I would send him an email to see how things were going and I learned that he had recently lost his Mum, who I had the privilege of looking after for a while two years ago. We exchanged pleasantries and I told him of the Live In Care Agency.
I thank you, S, for your good and thoughtful words on how best an Agency can approach giving great service to a client, and here are some of them, with comments on what the Live In Care Agency has planned for our clients
- The client (little old lady) needs to like the carer. Can they meet before an appointment is made? Most agencies can’t offer this. Would be a huge point of difference. (We will most certainly be striving to make inroads into this, and due to, distances involved, it is not always easy for a Carer to go out to meet a client prior to the start of an Assignment. We are looking into telephone interviews between Carer and Client or Client family before the start of an Assignment).
- Can you stress that you will always try and get the same carers to come back? Again, a huge win. (We will work on this area but cannot always guarantee the same Carer each time).
- Nothing hurts/annoys more than an agency that promises everything (“yes, we can deal with Alzheimer’s at any stage”) and then the new carer wants to quit after a day or two. It is such a waste of time, and super stress for the client (and their family). I would stress this as a point of difference – “we will only take on a client if we are certain we can cope with their needs”. “We promise to tell you if we cannot, and we will not accept the appointment”. (Live In Care Agency is in full agreement with this and will most certainly attempt to source a specialist Carer where the need arises and offer suggestions to the Client should circumstances be beyond what our Carer capabilities are).
- In the unlikely event it doesn’t work out, can you guarantee a minimum amount of time (e.g. 5 to 7 days) to allow another carer (or agency) to be found? In any event, can you guarantee that you will never quit an appointment until a suitable replacement has been found? This is a huge point. Xxxxxxxx kindly told me they were walking away with no notice period. This should be illegal. (We have built into our contracts a notice period of 14 days, both ways. We will never abandon a Client)
- Someone who is OK with online shopping is a bonus. (We think so too and our Carers will have had experience with this where it is a Client requirement)
- Someone who drives (e.g. for doctor’s appointments) is a bonus. However, this is not the end of the world. (Agreed. We will only send out a Carer who is a licensed Driver where this is a requirement of the client)
- One thing that would impress clients is if the boss would take over in an emergency, say the carer was ill or had a family problem and had to leave. (We are onto this one and this is in the planning stages, expect this service to be operational by July 2018).
- Things are bad enough for the little old lady’s family. Make it as easy and stress-free for them as possible. (We are with you on this. Having been a Carer for 10 years, this Agency Manager is aware of the stress Clients go through when a new Carer arrives, which is why from July 2018, a Care Manager will be on duty with the Carer for the first 24 hours at the start of a new Client Assignment)
I think from this little interaction with S, we have a general understanding of what is expected from an Agency, and as can be seen, this is what we intend to deliver. Our motto at the Live In Care Agency is ‘Care Beyond Care’ and we intend to deliver.
Now registered with Oldering Uk