What does good care look like?

I ask myself this question on a daily basis about what good care looks like.
This question is what drives the standards I set for Bluebird Care Newcastle. 

I speak with customers and their families who contact us wanting care and I keep hearing the same stories and experiences that my own family endured in the past. The common themes can be grouped into the following:

  • Companies not listening to them
  • Staff turning up late if not at all
  • Staff not staying the allocated time
  • Problems with continuity of staff
  • Staff not showing dignity and respect to the customer
  • Staff not returning calls

These are just a few of the things that we hear, and in my opinion it can all be grouped together as poor customer service.

This is where I think people are let down time and time again in social care; the customer service on a whole is not there. So I propose the question again: what does good care look like? Well I think it starts with good customer service.

People, who need care, are not service users, they are customers and with that is an expectation. Just like if you went to a restaurant, bought a TV or stayed in a hotel, you would expect to be treated with common courtesy and respect. In addition you would expect to get what was advertised and what you pay for, so why is that it when it comes to care, people accept less?

Receiving care is already such an emotive experience, you as a customer should be able to expect what you paid for not the shortcomings listed above.

So why is there such poor customer service, I will leave it for you to decide, however, here at Bluebird Care Newcastle, we work tirelessly to provide GOOD CUSTOMER SERVICE, underpinned with quality, flexible tailor-made care to enable our customers to remain independent and live in the comfort of their own home. This is summed up by Mrs Forth’s letter to the office:

Having looked at other organisations to provide care for my mum, I chose Bluebird because I felt that they offered the best option save doing the job myself. The Carers who visit mum are friendly and treat mum with dignity, whilst the daily feedback that they provide has been a useful insight into how my mum behaves with other people and I can see how well she is eating without needing to be there. The idea of taking mum out for coffee, with others like her is brilliant as I know mum does feel lonely during the day.

I am humbled everyday by the feedback I hear about the work the team do each and every day, delivering care is not just a job, it is so much more. It is a passion to help and support others to live their own lives the way they want.

I am proud of the work we do, and I am proud that we do not entertain any of the shortcomings or poor customer service outlined above. I am proud that we offer a service that I myself would want for my own family.

Bluebird Care Newcastle provide a wide range of homecare services including, Dementia & Alzheimer’s Care, Live in Care, End of Life Care, Respite Care, Learning Disabilities Care, Physical Disabilities Care and Re-enablement Care.

Call today on 0191 341 0190 for a free consultation. Talk to us about how we can help make a positive difference in your life.

How to find the right care for you or your relative

1. Find your local office

Bluebird Care delivers care from locally based offices, find yours to start your care journey today.

2. Get in touch with us

Fill in our call back form or give us a call to find out how we can help you.

3. Assessment

We’ll come out to you to find out what you or your loved one needs to help stay independent at home.

4. Care team chosen & care starts

You'll be cared for by our specially trained team to support you to remain at home for as long as possible.

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