Edinburgh-based care provider improves customer interaction
One of Scotland’s leading housing and care providers is further cementing its reputation as a care-innovator by improving the feedback platforms it provides to its service users.
With the aim of providing the best possible levels of care, Edinburgh based Blackwood now offers eight methods of feedback. They are:
- Customer Satisfaction Forms
- Telephone Surveys
- Questionnaires
- Consultation Events
- Regional Scrutiny Panel Participation
- Registered Tenant Groups
- Informal Tenants’ Group
- Tenant Ambassador Opportunities
As Fanchea Kelly (pictured), Chief Executive at Blackwood, explains: “At Blackwood we always strive to achieve the best results and the best provisions of care. At the heart of Blackwood are the people, and the feedback from them is what lets us know how we can improve and adapt our service.
“We’ve implemented some fantastic measures for our users to communicate their likes, dislikes and improvements for the organisation and we have continued to achieve solid results.
“We know from speaking to our residents that people appreciate having the chance to give their feedback and shaping the future of our services and that in itself makes it an extremely valuable exercise.”
“So far this year at least five of our developments have received five star grades in, mostly unannounced, Care Inspectorate reports.
“We attribute a lot of this success to strong communication with our customers, tenants and residents – ensuring we have a clear picture of the care they require.
“Overall we are definitely pleased with the standard of care we currently provide – and want to make sure we can continue provide an even more enhanced level of care in the months and years to come.”
