Saturday, 28 May 2011

Council’s pledge to homecare customers

Leeds City Council has teamed up with its independent care providers to produce the Homecare Customer Charter, which clearly sets out the levels of service that customers can expect from their homecare providers.

People who receive care in their homes need a reliable service. They need to be supported by well-trained staff who treat them with courtesy and respect, and be confident in the knowledge that, if there is a problem, their concerns will be listened to and issues dealt with promptly.

The Homecare Customer Charter is now being sent out to all homecare customers in Leeds, giving clear details about the standard of service that they should be receiving. Homecare staff from the council and all the other providers in the city are committed to this charter, and customers can be confident that any problems that they raise will be will acted upon and sorted out promptly.

Customers that have their homecare arranged by the council can expect the same high standards regardless of whether that care is provided directly by the council or by another organisation on the council’s behalf.

All organisations that provide homecare on behalf of Leeds City Council are required to sign a formal agreement confirming that their services will meet agreed standards and deliver good value for money. These providers are all registered with the Care Quality Commission, and are regularly monitored by the council’s adult social care department.

Councillor Lucinda Yeadon, executive board member with responsibility for health and adult social care said:
“Our customers have a right to receive a first-class service from the people that provide care for them in their own homes, and we want to make sure that this happens all of the time.

“All of the independent care providers that we use are registered with the Care Quality Commission, and we monitor their performance on a regular basis to make sure they continue to meet the high standards that we expect of them.

“It is important that our customers know what these standards are, and that we want them to tell us if they think that the care they receive is not up to scratch. The Homecare Customer Charter will help us to make sure that services in Leeds continue to improve and are better and safer for everyone.”

The council also sent out an information card called ‘It’s not making a fuss’ to more than 5000 older people in the city earlier this year. This informs people what they should do if they feel that they are not being cared for properly by anyone, paid or unpaid, who supports them in their homes.


For media enquiries, please contact;
Claire Macklam, Leeds City Council press office (0113) 395 1578