Older customers to benefit from improved independent living service | Latest news

Older customers to benefit from improved independent living service | Latest news

Older customers to benefit from improved independent living service

We’ve launched our new and improved independent living service, which is designed to best meet the needs of our customers.

The new service, which went live at the start of April, provides daily checks on customers’ wellbeing and gives customers more opportunities to get help and advice from members of staff. And as we have also secured a new five-year Supporting People contract from South Gloucestershire Council, we’re able to continue to provide support to customers with the highest support needs and to maintain our Short-Term Response Service.

Head of Independent Living Services Sally Willcox said: “We’ve spent two years planning and preparing to make this change to the way we provide services to the 1,500 customers living in our independent living communities. We’ve made every effort to make sure that the service meets our customers’ needs and allows them to continue living independently in their home.

“We’ve held lots of meetings with customers and local councillors who were very enthusiastic about the improvements to the service. Customers were particularly pleased that we would be having a member of staff on site every week for them to speak to and we were delighted with the amount of feedback we received from them.”

Previously we were providing support to customers based on an assessment of their needs. The vast majority of customers only needed low levels of support but this meant that they didn’t often get to see a member of staff. With our new independent living service, we have a member of staff on site at each of our independent living communities every week.

And we’ve been working with Alertacall UK to introduce its OkEachDay phone system into all of our independent living homes. This system provides daily contact with customers to check that everything is alright with them and sends out an alert if it’s not.

Sally added: “From the feedback we received, we’re confident that customers are going to prefer this new service we’re providing. Over the coming months we’ll be reviewing how it’s meeting customers’ needs and seeing whether there are any further improvements we can make.”

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