Our Clients
As a client of Eternal Care, you can feel secured that your care needs will be met to the highest
standard possible. Our service provision is second to none.
Our mission statement is simple: To continue long time partnership with our clients through satisfaction
- Clients will be treated with respect.
- We will not adopt a cookie-cutter approach during/after care delivery.
- We will listen and work in partnership with clients and map out an approach that is suitable to individuals.
Communication and Relationship with Clients
Having a good relationship with clients is our priority in the business; we always maintain constant
communication with our clients to ensure that the services they receive is of high quality.
A service appraisal and evaluation sheet is provided to our clients. This enables us to know the
quality of our services and make improvement where necessary.
Once contract has been awarded, our manager or one of our field supervisors will visit to discuss
your plan of care, and once our care staff has commenced the assignment, we will make a courtesy
phone call to ascertain if you are happy with the care that is planned and already being delivered.
Meanwhile from time to time, we will visit to discuss with our clients, motivate and encourage all
customers to make full use of the facilities available and welcome feed back/ constructive criticism
to enable us improve our services as part of our strife for excellence.
Customer Charter
Our intention is to provide the best possible standards of care in order that anyone to whom we provide care, lives life to the full according to their personal circumstances.
We recognize that being cared for will never be exactly the same as being totally independent which is why we do our best to make sure that the care we provide offers high levels of privacy and encourages as much independence as possible.
The following Service Users’ Guide is designed to help you make an informed decision about our provision of care based upon what we are able to do to support you and how.
Meeting our customers’ needs’ are our main concern and priority.
- Eternal Care UK Limited will take what it makes to encourage staff to take pride in treating
customers with respect
- Listen to customers view (Service user involvement)
- Eternal Care UK Limited will make it a priority to ensure that each customer feels compatible with
their carer and the carer with the customer.
- We will only engage highly qualified and experienced staff in delivery of care to you our
customer. In order words people who have positive attitude towards their work
- We will value our staff, reward excellence and commitment
- Before engaging any new recruits, we will check out references and investigate them thoroughly
to ensure they are the sort of people you our customer will feel safe with.
We are aware that we are dealing with humans that can fall ill, have accidents as the case may be; to
ensure services are delivered irrespective of situation/circumstance, Eternal care UK Limited has in
place a back up system to ensure prompt care delivery.
- Staff will always arrive punctually and put your (our customer’s) needs before their own schedules.
- Occasionally, if there is need for changes in schedule, you will be notified promptly and with an
option for an alternative arrangement
- As part of our commitment to improving working lives and ensuring patient’s satisfaction, our
operations are flexible where this is in agreement with all the partners in your care
- In case of occasional changes to your routine, i.e. relatives visit or a trip to hospital or clinic,
we will work around you by re-arranging to visit later
- Because we at Eternal Care UK Limited believe so much in continuity for this reason, we will try
to send the same carer to a particular client, once we ensure there is compatibility.
- Because there might be changes to customers needs from day to day, the staff are trained to ask
customers what they would like first on arrival each day, rather than automatically going ahead
with the usual tasks
- Eternal Care UK Limited has an evaluation form in place. This is for you the customer to feedback
to us. This will help in our service improvement to you.
- We also have a clear complaints procedure in place designed to help you report your complaints
promptly. Where there is complaint against any of our staff, this will be investigated
thoroughly, and disciplinary action taken as stipulated in our policy and procedure guidelines.
- Clear service agreement and plan stating all your needs and how the company will meet these needs
will be given to you
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