As a company we endeavour to meet a firm set of core values in every decision we make; our values link directly with the “6 C’s of Compassionate Practice” set out by NHS England and the Care Quality Commission. Our values are operated through our Customer Service Charter as it outlines our relationship with you, to ensure we provide the highest quality service to you and your family. 1. Care
Care is our core business and the care we deliver helps the individual person and improves the health of the whole community. Caring defines us and our work. People receiving care expect it to be right for them consistently throughout every stage of their life.
Compassion is how care is given through relationships based on empathy, respect and dignity. It can also be described as intelligent kindness and is central to how people perceive their care.
Competence means all those in caring roles must have the ability to understand an individual’s health and social needs. It is also about having the expertise, clinical and technical knowledge to deliver effective care and treatments based on research and evidence.
Communication is central to successful caring relationships and to effective team working. Listening is as important as what we say and do. A key principle is "no decision about me without me" and this principle demands excellent communication between the client and carer. Communication is the key to a good workplace with benefits for those in our care and staff alike.
Courage enables us to do the right thing for the people we care for, to speak up when we have concerns. It means we have the personal strength and vision to innovate and to embrace new ways of working.
A commitment to our patients and populations is a cornerstone of what we do. We need to build on our commitment to improve the care and experience of our patients. We need to take action to make this vision and strategy a reality for all and meet the health and social care challenges ahead.
To discuss any of our services call our Care Advice Line on 01245 690 100 or we’ll call you if you complete our Call Me Back form. All our services are underpinned by our Customer Service Charter which sets our performance standards.
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CQCCQCCare Quality Commission (CQC)
CUSTOMER SERVICE CHARTERCUSTOMER SERVICE CHARTER Our guarantee to you