Customer service in care homes

Customer service in care homes is fundamental in ensuring the wellbeing, respect, dignity, and satisfaction of residents and their families. However, unlike traditional customer service experiences, which focus on transactional relationships, customer service in the care home involves emotional support, personalised care, and creating a safe and nurturing environment for residents. After all, these are some of society’s most vulnerable members, often older adults with complex health and social care needs.

Putting the individual at the centre

Central to delivering a positive customer experience in care homes is treating residents as individuals—individuals with unique likes, dislikes, preferences, and needs. To achieve this, care homes must abandon a one-size-fits-all approach to delivering care and place the individual at the heart of everything. Staff will take time and work in consultation with the individual and their families to understand the resident’s lifestyle, worries, fears, health conditions, likes, dislikes, and routines. This will promote trust, comfort, and a sense of familiarity – all essential to emotional wellbeing – setting the foundation for holistic and person-centred care.

Communicate, communicate, communicate

Communication is another cornerstone of good customer care. Staff should communicate clearly, respectfully, and empathetically with residents and their families. Many families place their loved ones in care homes with a mix of hope and anxiety. Transparent updates, responsiveness to concerns, and inclusive decision-making go a long way toward maintaining their confidence in the quality of care received.

Technology can help here. Increasingly available across care homes, digital platforms can enable better communications, streamlined processes, and information sharing with families. However valuable these solutions are, they are support tools, not replacements for valuable personal interaction.

Accessible feedback mechanisms are another critical element in good communication, supporting continuous improvement and service development. Residents and their families should be empowered to voice concerns or suggestions through the complaints process, regular meetings, satisfaction surveys, and opportunities to speak with the service manager.

R.E.S.P.E.C.T.

An excellent service will also always promote dignity and respect. Care home residents often need assistance with personal care. Staff should carry out these tasks in such a way as to preserve the resident’s dignity. This encompasses not just practical considerations, such as knocking before entering a room and closing the door afterwards, but empathy, compassion, and patience. Many residents state that maintaining some independence and control positively impacts their mental wellbeing.

Staff training and regular supervision should encompass these issues. Mandatory training should consider equality, diversity, dignity, dementia awareness, and interpersonal skills. When staff feel confident and supported in their roles, they are more likely to provide consistent and compassionate care.

Creating a new home

Customer service in care homes should ultimately aim to create a home where residents feel safe, valued, and respected. Focusing on person-centred care, effective communication, dignity, and ongoing improvement, providers should invest in staff training and promote responsiveness to their residents’ needs, concerns, and suggestions to deliver an excellent service.

For more information on Customer service in care homes talk to W&P Compliance Centre