I'm the managing director of Caremark Thanet. Caremark
Thanet is a family run business providing care in peoples’ homes. Home care
providers like us are businesses; businesses that are part of the service
sector. Like any business in any sector, we aim to provide the highest level of
customer service that we can.
Customer
service has many facets. One facet that is of importance for all businesses is
communication. We provide services to some
of the most vulnerable people in our society.
We know; therefore, that for our customers, communication is of
particular concern. For this reason, there is a golden thread that runs through
all that we do. And it is this: We always
keep you, our customers, informed.
Few
people like uncertainty. Whilst uncertainty cannot be eliminated, one of the
things we strive to do at Caremark Thanet is to reduce it as much as we can. A
sure way to reduce uncertainty is with good communication. Uncertainty presents itself in different
forms. One type of uncertainty occurs when you cannot get answers. We always try to provide you with swift
answers to your questions.
We
know that one of the things that you appreciate greatly is that when you
telephone us you get to speak with someone who can help you. We may not always
have the answer, but we usually know where to find it. We may not have the
answer that you want, but we believe that it is better to have the answer than to have no answer at
all. And when we say we’ll ring you
back; that’s exactly what we do: we ring you back.
Uncertainty
also occurs when things change. Unfortunately, change is a fact of life.
Sometimes the world conspires against us and changes are forced upon us – for
example, a carer’s car tyre has a puncture when she is on her way to you. When
something like this happens, we always try to let you know what is happening as
soon as we can.
We
are by no means perfect. However, keeping you informed is at the heart of what
we do. And on the whole we make a pretty good job of it.
Garry Costain is
the Managing Director of Caremark Thanet, a domiciliary care provider with
offices in Margate, Kent. Caremark Thanet provides home care services
throughout the Isle of Thanet. Garry can be contacted on 01843
235910 or email
garry.costain@caremark.co.uk. You can also visit Caremark Thanet's website at www.caremark.co.uk/thanet.
