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.’
