Putting people’s minds at rest on care choices

Here to help (l-r): Hollie-Mae Clarke, Helen Lacey and Deborah Davies

The journey into care can understandably be an emotive, difficult experience and the choice of care home is a big decision that plays a pivotal role.

Providing peace of mind to individuals and families during this time is the main focus of our Senior Customer Advisors (SCAs). We’ve recently appointed three new members of the advisory team based at Colten House, whose role is to complement and take pressure off in-home advisors.

Hollie-Mae Clarke, Helen Lacey and Deborah Davies work alongside Alison Titheridge and report to the Operations Managers for their respective areas.

Helen, who was previously an in-home advisor at both Kingfishers and Woodpeckers in the New Forest, said: “We are the first point of contact for prospective residents and relatives when they are looking to take that step towards a home. We support families, hand-hold them and provide information to them on that customer journey. We aim to ask all the relevant questions about their care needs and circumstances so we can find the best home for them. After the initial contact, we’ll co-ordinate viewings at one or more of our homes and continue to advise them.

“We are seeing an increase in referrals from our website and the independent care home review site Carehome.co.uk,“ explained Helen. “At the same time, enquirers can be prompted by word-of-mouth, promotional marketing and PR campaigns, and external home signage.”

From July 2017, web and phone enquiries from prospective families to all 20 of our homes will be routed to the SCAs. The team have a rota covering evenings and weekends, as well as normal office hours.

Hollie, who has six years’ experience in care home client relations, said: “If you are trying to find a home for a loved one, your anxiety would go through the roof if you believed all the media horror stories. We aim to provide factual, accurate information and put your mind at rest.”

Deborah, a former Ofsted inspector, added: “Our goal is to support the customer journey and make it as seamless as possible. We can be a shoulder to cry on but above all, it’s about making sure people feel supported and have all the information they need to make the right choice.”

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