Pam Cuthbert is a successful franchisee with the Supreme Home Care management franchise.
She has been operating in Redditch & Bromsgrove since 2010. Jacqui Wells, Pam’s Care Manager, has given their clients the opportunity to express their views towards the quality of service her care staff provide to either themselves or their close relatives.
Jacqui has said ‘As the Care Manager and the person responsible for the quality of our care service, I regularly seek the views of our clients. We try very hard to provide an excellent service, and I believe we achieve this but there is always a bit of trepidation that I will receive the comments back, as you can never be completely sure you know what your clients think, unless you ask them – However I am really delighted with the outcome of our latest survey. We seem to have got things right for the clients we care for’
One client commented, ‘Since I have been with Supreme Home Care, I have been very happy with everything you have done for me. Thank you for your care and the service you have always given’
Another client was very positive about both the carers and the administrative staff within the company; ‘All the staff I have met have been very friendly and helpful. I am very happy with the dealings I have had with the home visit staff and with telephone
conversations with office staff’
It’s not just clients who are delighted with the care they receive; one family member has said ‘Every carer has had something to contribute to my relative’s care. They are very friendly, polite and trustworthy. I would recommend them to others’
Another relative commented ‘If I needed anyone to help me with Mum, Supreme Home Care would always be my first choice’
‘I have been overwhelmed with the positive comments we have received from our clients and their families, says Pam. ‘I am very proud of my staff who work relentlessly to ensure our client’s needs are being met. They are clearly doing a fabulous job and our clients appreciate the work that they do’.
The Supreme Home Care Franchise model puts, at its heart, the quality of service delivered within each franchise. Included in the training and support package given to franchisors are the tools and techniques to monitor the satisfaction of clients and their relatives.
Jacky Earnshaw, Director of Care for the Franchisor, said ‘We expect our franchisees to have a clear understanding of how satisfied their clients are. This helps to identify any problems early on so they can be nipped in the bud. We support franchisees with this process; receiving their reports and helping them formulate remedial action plans, should that be necessary. In Pam’s case we are delighted with her latest survey. She and her staff should be very pleased with the outcome.’