RedAssure Review of Performance 2015/2016

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1 RedAssure Review of Performance 2015/2016 Welcome to our annual review of performance If you or someone you know would like help to understand this document please contact us on or via:

2 Introducing RedAssure RedAssure currently has over 1,000 customers benefiting from a variety of different equipment to help them live independently and safely at home. This equipment covers the lifeline and pendant and other telecare products including smoke, fall, gas, heat and flood detectors, bed and chair sensors and medication dispensers. We tailor our service to meet the individual needs of each customer and offer an exceptional standard of customer care. In 2014 we also introduced GPS systems as part of our support to our customers which allow people the reassurance they get from our home service, whilst they are out in the community. When surveyed, 99.01% of our customers said they are happy with the service (2015/16 Red Assure Customer Survey) In 2015 we set the following goals: Continue to build our media profile amongst GP s through the funding of space in GP surgery electronic notice boards. This will be augmented with flyer drops in surgeries and other outlets. Launch new website which emphasises the quality of the RedAssure service and the ease with which you can get connected. Build GPS portfolio to ensure we are supporting our customers with the best technology available which helps you to live your life to the full. Work in partnership with other members of West Sussex Telecare to provide a viable county wide quality service. Increase presentations to organisations creating new potential purchasers. Double the amount of events we attend a year in the Worthing area for RedAssure. Our successes and achievements 1. As we worked our way into the 2015/16 year we reassessed our media coverage which led to significant changes. We found that a large number of our referrals come from people who already know and like our work. We have moved to incentivise them to recommend us to others by offering a free quarter to an existing customer if a recommend person took up the service after the free trial. This proved to be very popular with our customers and what was planned as an initial 1 month offer has now become a continuous part of our service. We also engaged with the local newspaper The Herald as our major media investment and this has borne fruit. In the previous year we had tried a number of different media avenues but we have found this and the Recommend a Friend promotion to be amongst the most effective. 2. We developed our new website which will be launched in April The website supports quick referral to RedAssure which will not only make it easier for people to get a service via the web but also speed up our response times.

3 3. We continued to encourage the use of the GPS systems and use the same systems as Adur and Worthing Telecare but we have found our numbers taking up the service to not be that high. We will look into this in the future as we are aware that this sort of service must surely be the future. 4. We continue to work in partnership with other West Sussex Telecare confederation members and we look forward to a brighter future for telecare in the County which offers an equal more competitive playing field for customers and providers alike. 5. We increased the number of presentations we have done to potential providers this year though there is more to do and we will need to increase this element in the coming year. 6. We continued to do more events over the last year as identified and added some supermarkets venues to our list with many of these dates being very fruitful. These events have proven their worth with several people coming to the stall at events and saying how they took up a service with us subsequently for their relative and how useful it has been. 7. We held our customer forums in July and December in As on previous years these forums represent an opportunity for customers to discuss with us the service and also enabled them to help us shape the service for the future. These events are valued by the Red Assure team and popular with the many attendees. We arranged for Captain Devanney to talk about the Blood Motorcycle Deliver Team which he is engaged at our December meeting. In July we had a talk from the RVS about their work in tackling social isolation and loneliness. On each occasion we also have a quiz which people also find very enjoyable. 8. We produced four newsletters over the last year all in our new typeface. 9. We have re-designed our brochures and other supporting media to make it more interesting and informative and hand in hand with our wide media work.

4 How did we do? RedAssure Operational Results 2015/2016 KPI Target Achieved Traffic light Repair times Critical repairs resolved within 48 hours 90% 100% - all critical repairs resolved within DSM response times Post install survey results Annual customer satisfaction survey Installation times Update records / maintenance checks Referral Times 90% reached within 45 mins and all customers within 1 hour 24 hours 100% within 45 mins 90% satisfaction 100% satisfied or extremely satisfied 90% satisfaction 99% satisfaction through customer results survey 90% of installs to be completed within 2 days when urgent or 15 days for nonurgent installs All customers to have a review annually 90% of urgent referrals to be completed within 2 days from initial contact 100% All customers have been reviewed or contacted for their annual visit. 100% What you said- Complaints and compliments We received 5 compliments this year. Here are just some of the things our customers and their families said about our service- 8 th March 2016 I would like to say a huge thank you to you for all your help and attention. When you met with my mum and I you were so kind and supportive and have set mind at rest in what is quite a difficult time 16 th March 2016 I only wish people would realise that the red button is a service for us, which we should take advantage of. I normally put mine on as soon as I wake up but on Thursday this week I didn t and I went to unlock the back door at 7.30am, turned around and almost toppled backwards over the step. I automatically went straight to my button on my chest and my button wasn t there. That was when the fear hit me. The feeling I had was one of terror for if I had have fallen it would have been at least 4 hours before I would have been found. I will NOT forget to wear it again 11 th December 2015 Kate has been excellent very helpful and kind manner. Pleased that you followed up with the invitation to the Forum transport arranged. Thank You 14 th October 2015 The reassuring voice in the middle of the August night helped me to cope with the situation. I could hardly breathe and felt so ill, that voice made me feel secure and I knew that help would arrive soon.

5 Annual Customer Satisfaction Survey Results We sent out our customer satisfaction survey in January 2016 and received a good response. We had a 26.66% return this year which is comparable with previous years.

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7 Shaping our service your input We re open to your views and comments about the service and ways we could improve. We listen to what you say and where your ideas are possible we look to implement them. Feel free to get in touch with us by Writing to- RedAssure, Davison House, North Street, Worthing, BN11 1ER. ing- Phoning Our Targets for this year Continue to build our media profile utilising our recommend a friend theme and with continued advertising in The Herald. We also hope for a new way forward from WSCC in the future which will allow for a more open market for referrals to us amongst other members of the West Sussex Telecare group. Launch our new website emphasising the quality of the RedAssure service and ease with which you can get connected. Continue to build GPS portfolio to ensure we are supporting our customers with the best technology available to live their life to the full. Work in partnership with other members of West Sussex Telecare to provide a viable county wide quality service. Continue presentations to organisations creating new potential purchasers. Continue to build the portfolio of events we attend a year in the Worthing area for RedAssure. Increase the number of customers we serve. The future Most of our connections come through personal contact. To this end we will continue the Recommend a Friend offer that we initiated some time ago and which is proving very popular. We will continue our leaflet drops and the fairs we attend to increase coverage and knowledge of our work. If we are successful in building a contract through West Sussex Telecare with WSCC then we will look to build our customer base but ensure that we do not lose the personal touch which we are known for. We continue to strive for stronger relationships with social services and fellow support organisation in the coming years to promote greater

8 awareness and understanding between organisations and with the general public. We intend to continue working with the West Sussex Telecare group to ensure we gain wider access to Telecare markets in our respective local areas through joint marketing approaches. Customer Involvement Shaping the Service RedAssure as part of Worthing Homes has always taken the involvement of its customers very seriously. As a local organisation we genuinely care for our customers and want to know what you think. We take what you say seriously and use it to improve the service. There are a number of forums open to our customers which can actively impact on our work. Twice yearly Red Assure holds its own RedAssure Forum which is open to all RedAssure customers to attend and is a main opportunity for customers to speak about anything regarding the service with the RedAssure team. Another of these is the Resident Panel which is a part of the Worthing Homes community involvement commitment. The Resident Panel can look at any aspect of the work of RedAssure addressing issues of quality and performance and can be a very useful tool to our organisation. We also have a number of forums in which sheltered accommodation tenants (all of whom also benefit from the RedAssure service) discuss a range of issues and the Sheltered Forum regularly has space devoted to RedAssure and any information/issues arising which acts as another conduit of information about our service. In addition RedAssure also undertakes a yearly customer involvement questionnaire which seeks to address our performance from the position of the customer and helps to identify any issues and areas where we need to improve. Significant Achievements and Service Improvements The year 2015/16 has been a good one as we identified what was working for us in the media line and backed our media strategy accordingly. It was also a good year for the team as a whole as we found new ways of getting our message across and made a real success of the events we held or attended. We made more connections based on user recommendation than ever before which saw a surge in numbers through this avenue and we also saw an increased number of attendees at our RedAssure Forum. This year also saw the introduction of the onyx button replacing the somewhat institutional looking traditional white pendant with Red button. These have been very popular with many of our customers who would rather have something more discrete and less 1960 s as one customer informed us.